Real Estate

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Our experienced loss adjusters in the UK are supported by our global network of specialists and in-house civil and structural engineers and surveyors, to resolve your claim as quickly as possible.

Real estate is a constantly evolving sector and it can be exposed to risks at any stage, from development to demolition. We have a proven track record handling claims relating to all types of real estate and can help a range of policyholders, from asset management groups to property companies to self invested pension plans. We provide cost-effective tailored solutions that meet the specific needs of the property owner.

How we can help
  • Swift repairs to damaged property

    Our adjusters have experience relating to modern and historic construction, as well as UK planning issues and building requirements and a network of trusted contractors to carry out reinstatement work.

  • Reliable reports for property management

    We provide you with detailed reporting and analysis to help identify claims trends, monitor your claim's progress and to put in place risk management measures for the future.

Travel

Service Overview
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The experience and skills of our travel team in the UK are complemented by our bespoke IT systems and software, so you can access accurate and reliable reporting throughout the life of the claim.

Our capacity, experience and flexibility means we are able to provide excellent customer service, even during times of increased claims. For example, at Christmas 2011 we saw a 30% increase in travel claims due to severe weather. Heavy snowfall led to travelers making claims for cancelled travel plans or expenses from waiting for a flight to leave. Our travel team were able to help make the process easy at a stressful time.

Our travel service extends beyond claims handling
  • Reducing the impact of fraud on the travel industry

    We are able to detect, contain and measure fraud and can work with you to minimise cases of fraud.

    Prevention is vital, so we work with you to develop a fraud strategy to minimise cases of fraud. When fraud is identified, we use our experience to determine the right method of investigation.

    Providing accurate and timely data and reporting throughout both the claims handling, and fraud investigation, is important, and we will provide you with performance data that is set against the Association of British Insurers’ (ABI) fraud benchmarking definitions. In addition, we can also measure and track specific fraud initiatives.

  • Recovery process

    We offer a recovery service to provide a second set of eyes and to ensure all avenues of recovery have been looked at on closed travel claims files. This assists with detecting fraud and can improve loss ratios.

    We provide an effective recovery service to companies who handle their claims in-house, or use other claims handlers.

    The recovery process is straightforward:

    • You send us your closed claim files, preferably the most recently closed first.
    • Transportation of files can either be arranged by you or by us.
    • We will review all files for potential recovery.
    • We will log files where a recovery is to be pursued and cross reference to your claim number.
    • Files where there is no potential will be returned to you immediately.
    • Recovery amounts, net of commission, will be sent to you on a monthly basis, with supporting spreadsheet.
    • Once recovery work is complete, files will be returned to you.

 

Subsidence

Chartered building professionals deal with subsidence claims
Expert in this field
Kevin Williams

Building Consulting Services
Head of Subsidence

Specialists work on all claims and provide information and advice to your customer from the outset. We project manage the claim to give your customer certainty.

Our team use technology to expedite the claims handling process. For example, on-site we take video surveys to ensure we have an accurate record.

We make sure the consistency and quality of repairs for subsidence claims by engaging Oriel, a Cunningham Lindsey business, who offer a cost-competitive, reputable and highly-skilled network of contractors across the UK.

Additional services
  • Specialist team for complex cases

    For complex commercial, broker-led, high net worth and complex subsidence claims we offer a tailored service to provide specialists with experience in dealing with similar claims. These cases are this team’s sole focus, so you can be assured you’re getting the best possible expertise for your complex subsidence claim.

    Our specialist subsidence team has hands-on, industry experience. Our project managers are qualified chartered engineers or chartered surveyors. They have a range of insurance qualifications. Our team is well connected and have a network of contractors they can call on to carry out specialist repair work.

    Your customers will receive a comprehensive and co-ordinated approach to a claim – we work closely with our loss adjusting team to ensure subsidence issues are managed alongside other claims, such as business interruption.

    We also give you and your customers as much contact and tailored management information and reporting as you both need.

  • Independent review service

    Our independent review service, Expert Services, focuses on engineering, surveying and insurance specific issues that arise predominantly from subsidence or damage claims, though our experts are also well placed to advise on broader construction related issues.

    Our review service is flexible and we’re able to customise the level and scope of review that’s needed to each business and each incident. During dispute procedures we also provide expert witnesses.

Personal Lines

Service Overview
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Let us handle your personal lines claims, allowing you to focus your resources in areas that add more value.

We provide an end-to-end service for handling property, household, travel and motor claims, making sure valid claims are dealt with swiftly and fairly, saving you time and money. Our desktop adjusters are experts in claims triage, assisted by advanced analytics, to identify and validate straightforward low-value claims, so they’re settled quickly and fairly to the benefit and satisfaction of all parties.

How we can help
  • Protecting your reputation

    Consider us as an extension of your brand when handling your personal lines claims. We've deliberately created flexibility within our service, so it can be tailored to fit with your claims culture.

  • Saving you money

    Our personal lines clients enjoy reduced indemnity spend, reduced settlement times and fraud savings

Who we can help?

We help policyholders across the UK, processing over 40,000 claims each year: low-value, high-volume through to high-value complex losses.

 

Motor

Service Overview
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Our service, inTrust Motor, is a comprehensive solution to help you manage motor claims. With over 100 staff managing over 25,000 claims each year, we provide the right level of expertise and experience.

We offer flexible motor claims management which can be tailored to meet your customers, or your business’ needs. Technology and data is increasingly important in this sector. It can help insurers track the efficiency of repairers and it can facilitate decisions about the most appropriate repairer – not just based on location. We’ve invested in technology, so we can manage claims effectively.

Service Features
  • I'm an insurer

    We understand that motor is a competitive market for insurers in the UK. We’ve a proven track record of delivering indemnity savings and can help you to provide a high level of customer service to your customers when a motor claim is made.

  • I'm a broker

    Our complete motor claims and repair management service can help you manage your customers’ motor claims in a timely and cost-efficient way. We provide a tailored service for your clients, so you can provide them with a solution that meets their needs. Your customers will benefit from our expertise within the motor sector, as well as Cunningham Lindsey’s wider capability and expertise, if required.

    Our experienced motor team offer:

    • 24/7 assistance – first notification of loss
    • Accidental damage claims management
    • Vehicle recovery
    • Cunningham Lindsey Assist – approved repair network
    • Engineering experts
    • Replacement vehicles
    • Third party claims management
    • Fraud screening
    • Uninsured loss recovery
    • Consolidated billing, including excess and VAT management
    • Provision of regular reporting and management information.
  • I'm a fleet manager

    We understand managing a fleet can be complicated and expensive. We’ve a proven track record in the motor sector and have managed claims from over 100,000 private cars, commercial and specialist vehicles.

    Our motor team has the expertise and experience to meet the demands of your business. We can help you keep your drivers on the road, repair your vehicles quickly, and reduce your claims spend. We also offer guidance on the risk management strategies in place for your fleet.

    Our experienced motor team offer:

    • 24/7 assistance – first notification of loss
    • Accidental damage claims management
    • Vehicle recovery
    • Cunningham Lindsey Assist – approved repair network
    • Engineering experts
    • Replacement vehicles
    • Third party claims management
    • Fraud screening
    • Uninsured loss recovery
    • Consolidated billing, including excess and VAT management
    • Provision of regular reporting and management information.
  • Our complete service offering

    We offer services across every aspect of a motor claim including:

    FNOL, capture & intervention

    • 24/7 service
    • Third party capture
    • Intervention
    • Fraud screening

    Third party claims management

    • Intervention
    • Fraud screening
    • Property damage
    • Credit hire
    • Personal injury
    • Litigation management
    • Fraud investigations
    • Recoveries

    Accidental damage claims management

    • Deployment to repair network
    • Desktop engineering
    • Replacement vehicle provision

    Recoveries National recovery unit

    • Debt collection approach
    • Balanced skill sets
    • Missed opportunity audits

    Other services

    • Rehabilitation
    • Field investigations
    • Motor theft investigations
    • Motor fraud
    • Locus reports
    • Statement taking

How we work with you

First notification of loss
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Available to take new instructions 24/7, 365 days a year by phone, email, fax, online and other reporting channels. We capture and register details of new losses and triage the claim to relevant experts.

How we can help
  • Validate policy cover

    We quickly validate policy cover. We can handle the claim via a desk or visit by a loss adjuster. We manage claims according to your specific needs.

  • FraudLine

    FraudLine is a UK risk management tool for local authorities, education and housing associations, to deter fraud and anti-social behaviour.

Service Overview
  • MaintenanceLine

    Subscribing to ARMA MaintenanceLine puts procedures in place for dealing with urgent out of hours emergency repair work. It covers both uninsured emergencies and helps mitigate insured losses. Through MaintenanceLine we provide out of hours emergency assistance on behalf of managing agents for use by lessees/tenants of blocks of flats and other housing developments.

  • Regulated activities

    For a broker or intermediary who provides or want to provide a claims handling service to their customers, there are specific regulatory responsibilities under the Financial Conduct Authority (FCA).

  • Cunningham Lindsey Regulated Activities Limited

    We’ve established a separate company specifically to assist brokers, authorised to transact administration and performance duties in respect of claims they may handle on their customers’ behalf. We can provide you with a branded, authorised claims facility, which enables you to demonstrate compliance to the regulator.

  • Recovery unit

    We provide a full recoveries service covering commercial property, household, travel, motor and uninsured loss recoveries. We offer a low cost solutions, whilst maximising recovery amounts in the quickest time.

High Net Worth

Service Overview
Expert in this field
Chris Scott

Global Specialty Markets
London Market Client Director

T: +44 20 7530 0600

Our bespoke and personal service is tailored to the needs of private clients, high net worth and fine art insurers and their agents.

Through our in-house expertise and network of specialist consultants we offer you a discreet professional service including valuations for insurance, art theft and recovery and a dedicated loss adjusting service, which ensures your claims are handled smoothly, efficiently and tactfully.

How we can help
  • Specialist independent surveyors

    Our in-house chartered arts and antiques surveyors understand the unique value of your fine art, period furniture and jewellery portfolio

  • Bespoke, professional and tactful

    Our dedicated high net worth team offer you specialist knowledge, excellent customer services, clear communication and a high level of discretion

 

Fraud Prevention

Service Overview
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Our approach to fraud is to focus on prevention, detection – through expertise and technology – and containment, through investigating and managing potential cases of fraud.

Fraud can damage your business and the wider insurance industry. We know your focus is typically on helping people rebuild after a loss, and fraud is a distraction from your core business. According to the ABI, in 2014, UK insurers found 350 cases of insurance fraud, worth over £3 million, each day in the UK.

We can help you mitigate the damage and impact of fraud on your business – and on your honest customers.

Our fraud service
  • Investigations

    Ideally, fraud prevention would be the only service we were required to offer, but fraud investigations are necessary from time to time.

    We manage investigations into all types of claims, including; household, commercial, motor, travel, creditor, liability and subsidence from small to large losses and single site to multi site claims, throughout the UK.

    Our investigations are carried out by experts who identify the most appropriate and effective method for each fraud case and will carry out the investigation efficiently.

    With accurate and reliable reporting, you can review the progress and results of any investigations.

    We aim to validate genuine claims quickly, so we can use our time to investigate and resolve potentially fraudulent claims.

    Often fraud cases are referred internally, by our loss adjusters who are trained to identify fraud. In other instances, they can be referred directly.

    We’ve provided a forensic service for over 15 years – which includes scene investigation – when needed. Most investigations are desk-based to offer a cost-effective service, but our investigators will visit the site to analyse point of entry damage and other spillage, plus accidental damage, if this is needed. Our professional forensic examination and analysis will help you to reject dishonest claims, prosecute if appropriate, helping to potentially reduce your claims spend.

    We have a wide range of experience with different types of investigations. For example:

    • Commercial Special investigations
    • Special investigations
    • Forensic investigations
    • Creditor investigations
  • Fraud investigation methods

    We use a range of methods to look at cases of fraud. Some are outlined below.

    Investigative Telephone Interviewing

    This is a bespoke service for conversation management. Following our claims screening process, our trained staff use our IT based solution, combined with manual expertise and key investigation indicators, to identify suspicious claims.

    Approaching claims in this way provides a cost-effective method, to establish if a claim is genuine or fraudulent. Our approach is discreet. We make sure customer service standards are maintained.

    Surveillance

    Surveillance is another method we use to investigate fraud cases. All surveillance is carried out in accordance with regulatory and legislative requirements, using highly skilled professionals. We monitor and manage their performance. We provide a wider range of investigation services to help with cost and time efficiencies.

    Our focus is to provide a legally compliant service, through static or mobile surveillance, that captures all available evidence, and protects and minimises your exposure to reputational risk.

  • Types of fraud

    Motor

    According to the Association of British Insurers (ABI), motor fraud was the most common type of fraud in 2014, with 67,000 cases, valued at £835 million.

    Our motor experts, are highly experienced and stay up-to-date with current tactics used in fraudulent motor claims. This enables us to quickly identify cases of fraud and to help you contain it.

    We have a national network of both employed investigators and licensed field investigators who have police and insurance experience. We use our own forensic laboratory with document analysis equipment to investigate claims.

    Travel fraud

    We detect, contain and measure travel fraud and can work with you to minimise cases of fraud.

    Prevention is vital, so we will help you develop a strategy to minimise cases of fraud. When fraud is identified, we use our experience to determine the right method of investigation.

    Providing accurate and timely data and reporting throughout both the claims handling, and fraud investigation, is important. We will provide you with performance data that is set against the ABI’s fraud benchmarking definitions. We can also measure and track specific fraud initiatives.

 

Commercial Lines

Service Overview
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Our commercial adjusters make sure your customers’ immediate logistical needs are addressed, such as emergency repairs and temporary premises.

We work on behalf of insurers, brokers and corporate clients within all classes of commercial lines claims. We know the difference between guiding an SME policyholder versus a large corporate risk manager through the claims process, and offer a empathetic approach to handling a claim, however large or small. We keep everyone informed throughout every step of a claim, aiming on each occasion for a swift and fair settlement, to the benefit and satisfaction of all parties.

How we can help
  • Protecting your reputation

    Consider us as an extension of your brand when handling your commercial lines claims. We've deliberately created flexibility within our service so it can be tailored to fit with your claims culture

  • Saving you money

    Our loss adjusters, surveyors and forensic accountants are used to working effectively with multiple parties, ensuring the swift and efficient resolution of a claim

  • Service Features
    • We work with the customer to make sure that the damage is identified, the extent of loss correctly established and the reinstatement process planned in a way that minimises further losses
    • Our specialists have expertise in many disciplines, such as; engineering, finance, legal, fire origin and cause and many others. The appropriate expert is used to obtain the most accurate result