Norwich Union announces new loss adjuster arrangements

Article date: 31 May 2001

Following a review of its loss adjuster panel, Norwich Union hasintroduced new arrangements for the future use of lossadjusters.

From July, the insurer will work with designated loss adjustersin specific areas of the business - household, commercial and majorloss - which reflect their expertise. These areas have been definedso that the insurer can match the skills and experience required tohandle claims with the most appropriate loss adjuster in thatfield. The selection of the loss adjuster to undertake the majorityof subsidence claims has also been decided.

Simon Machell, director of claims, Norwich Union Insurance said;"The merger last year gave us new opportunities and requirements toredefine our use of loss adjusters. Rather than using a set panelin future, we'll be working with different loss adjusters fordifferent areas of our business.

"We believe the new arrangements will help us to deliverexcellent customer service as well as achieving greater efficiencyand cost savings."

Each loss adjuster has been evaluated and selected against a setof criteria, which reflects the insurer's future needs from theseservices. They were also asked to present their ideas to NorwichUnion as well as giving details of the areas in which they wishedto specialise. The criteria were:

• Customer satisfaction
• Claims cost management
• Internal efficiency
• Areas of specialism

Machell continued; "Feedback from loss adjusters on the reviewprocess has been very positive. By measuring each adjuster on thesame criteria, we were able to look at their expertise and areas ofspecialism compared with our own requirements.

"We'll be talking to the selected loss adjusters over the nextfew weeks and finalising future working arrangements with them. Wehave also thanked the other loss adjusters for their valuablecontribution to our panels over the years."

Assessment of the remaining key areas of specialism* willcontinue over the next few weeks.

The review will take effect from 1 July 2001 although anyexisting contractual agreements will be honoured.


Media contact: Liz Nicholson or Jenny Chapman, Norwich Union pressoffice on 08703 66 68 63.

Notes to editors:

* agricultural, contractors' all risks, engineering, liabilityand high worth and other subsidence work.

• The selected loss adjusters are:

Household -

Crawford & Company.
Cunningham Lindsey,
McLarens Toplis,
The Claims People
Commercial -Ashworth Mairs
Crawford & Company Ltd
McLarens Toplis
Major Loss -Crawford & Company
Cunningham Lindsey
GAB Robins
McLarens Toplis
Subsidence -Cunningham Lindsey
  • All loss adjusters who have been involved in the selectionprocess have been advised of their status.
  • CGU plc and Norwich Union plc merged on 30 May 2000 to createCGNU plc, the UK's largest insurance group and one of the top-fiveinsurers in Europe with substantial positions in other marketsaround the world, making it the world's sixth largest insurerbased on gross worldwide premiums.
  • CGNU's principal business activities are long-term savings,fund management and general insurance, with worldwide premiumincome and retail investment sales from ongoing business of over¬£27 billion and assets under management of more than ¬£210 billion(correct as at February 2001).
  • From October 2000, the combined life and pensions, generalinsurance and retail fund management businesses in the UK operateunder the Norwich Union brand, while the institutional investmentbusiness operates under the Morley Fund Management brand.
  • Norwich Union's news releases are available on thiswebsite.

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