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Ansvar Claim Codes

Setting out our minimum service standards

What this code does

It sets out the minimum standards of service you can expect when you make a claim. It applies that if you, as a private individual, make a claim on a general insurance policy issued by Ansvar (a member of the Association of British Insurers) – this includes claims on household, motor, travel and other private insurance policies.

Claims can be made in different ways. This code covers the following types of claims.

  • Claims you make on insurance policies you have taken out – for example, your own motor or household policy
  • Claims against someone else which are dealt with under an insurance policy they have taken out – for example, a motor accident caused by another driver. These types of claims are very different from each other. They are often processed and settled in different ways, which are all covered by the Code. This explains why some parts of the Code may not apply to your claim. You should be aware that for some claims, especially if you are injured and claim against someone else, the law and the courts set different requirements from this Code, and insurance companies must follow these. You should expect Ansvar to explain this to you.

General Principles

At all stages you should expect us to:

  • Handle all enquires and correspondence fairly, efficiently and promptly
  • Provide clear guidance on what the policy will pay for
  • Explain clearly how your claim is to be handled
  • Keep you informed of your claim’s progress
  • Explain when extra information is needed, what it is, and why it is needed.
  • Settle your claim promptly and to explain the basis on which it is being settled
  • Deal with complaints quickly and fairly

When you first make a claim

When you first make a claim, you should expect us to:

  • Respond, on the telephone or in writing, to your claim and to take action within 5 working days
  • Explain clearly what should happen, and when
  • Tell you within 10 working days, if you are claiming against someone else, what information and evidence is needed to consider the claim

Processing your claim

You should expect us to:

  • Tell you when there is a need to consult other people (for example loss adjusters, solicitors, surveyors, doctors or consultants) about your claim and to tell you what the role of these other people will be in your claim
  • Reply to your letters within 10 working days
  • Contact any other insurance company involved in your claim within 10 working days of finding out who they are
  • Tell you, when you make a claim against someone else’s insurance company, that they need their policyholder’s agreement to deal with your claim, and to
  • Tell you, if their policyholder does not agree to them handling your claim, what you may need to take legal action against their policyholder if you want to go further.

Settling your claim

You should expect us to:

  • Explain to you how your claim is usually settled (for example by paying you, or by repairing or replacing something, or by paying someone else such as the garage repairing your car, your loan or mortgage company, or your doctor)
  • Make a payment to you within 5 working days after you have agreed to it
  • Arrange repair or replacement within 10 working days after you have agreed to it
  • Explain why, should the amount we offer or propose to pay be different from the amount you claimed

Complaints

You should expect us to:

  • Provide you with a copy of our complaints procedure
  • Acknowledge written complaints within 5 working days
  • Investigate complaints independently at a senior level within the company
  • Give a final response to written complaints within 40 working days
  • if you are not satisfied with this response that you may, if you are a policyholder, refer the case to an independent disputes settlement body

All insurance companies that adhere to this code belong to independent disputes settlement bodies which provide a free service for policyholders who are private individuals. If you have a complaint about someone else’s insurance company, these disputes settlement bodies are unlikely to be able to help. You may have to consider legal action.