Intelligent Claims Handling
We call them “intelligent” because all our Service Centre people are highly skilled claims technicians who, through using the most appropriate methods, are able to filter claims through the fastest and most effective settlement route to conclude claims quickly and to the satisfaction of all parties. Approaches to resolving a claim via the Service Centre include:
- Desktop management and validation with repair, replace and cash settlement options
- Loss adjuster led resolution
- Surveying services assisted or led resolution
- Contractor fulfilment services which are always Service Centre led
Our people are measured on making the right decision for each claim, whether that be to pay or decline a claim and on the service they provide to the customer. At Merlin, we believe the first call sets the scene and our staff are trained to evaluate, risk assess, triage and progress the claim with the customer in a single quality call.
Our Claims Technicians take the time to talk through the claim with the customer and evaluate each new claim; determine the most appropriate and cost beneficial solutions for settlement and/or fulfilment, both in terms of minimising indemnity cost, and also to ensure we provide the best possible customer experience.
At Merlin, we believe the first call sets the scene
In a Merlin Service centre there are no traditional call centre measures, such as average call length or script adherence - we don’t have scripts! We are however fanatical about how long it takes to close a claim, and through our skilled team and getting to the heart of the claim, we get it right first time.
London Markets
We recognise the different needs of the London market and are proud of our specialist London Markets unit. It has an outstanding reputation in the market for delivering a first class total claims outsourcing service and the growing list of clients is testament to its ability to deliver.
