Guaranteed Service Levels

Office Hours

A local rate claims line number of 0870 066 0621 operates 24 hours a day, 365 days a year.

Our claims office open Monday-Friday between 08.30 to 17.00. Any calls outside these times are directed to our 24 hour claim line.

Clients will have full access to the LawShield service by telephone, fax, written communication or email during these hours.

Claims Reporting

Claims can be reported either by telephone, email, fax or post.

Wherever possible we recommend that our telephone/fax or email service is utilised to avoid postage delays.

Claims Handling

We action all new claims correspondence within 24 hours.

We action all existing client claims correspondence within 3 days, subject to the following exception:, client's acceptance of total loss or any such offer where a settlement will be required. Such correspondence will be dealt with within 24 hours.

We provide work in progress reports on current position to timescales and in a format to suit our agents.

We ensure the correct level of expertise is always available so that technically accurate and economic pro-active decisions are taken on all claims.

Customers receive information regarding their claim immediately upon demand and includes general advice on how to proceed with the claim.

LawShield will transfer accident and indemnity details onto its computer system and crosscheck this against provided Underwriting Information.

Telephone Handling

We guarantee that all incoming calls will be answered within 30 seconds.

During the course of a call the client will not be kept holding for longer than 1 minute. After this period, the handler will return to the client to ensure s/he is happy to continue holding.

If a return call is required, this will be actioned within 24 hours from the time of the initial call.

Written Communication

All letters to clients will be typed and despatched by first class mail, within 24 hours of dictation.

LawShield will action all non-client correspondence within 5 days, the exceptions being County Court summons, judgements, and letters from third party representatives threatening proceedings.

Complaints - Management Procedures

A complaint will be classed by the following definition 'any situation where a client contacts us and they are simply not satisfied with the service provided'

Any complaint falling into this definition can be resolved by the handler but must be escalated to a supervisor or manager if the client remains dissatisfied.

A log will be kept of all complaints detailing the policy number, name of client and nature of complaint along with an indication from LawShield as to how the case was resolved and whether or not the complaint was justified.

LawShield have a published complaint escalation process, which handlers will adhere to.

Written letters of complaint will be acknowledged in writing within 48 hours. The letter will provide a deadline as to when a full response to the complaint will be received by the client.

Telephone complaints from a client will be actioned within stated call back deadlines with a deadline being set as to when a full response to the complaint will be received by the client either in writing or by the telephone.

Indemnity Issues

LawShield will ensure that all indemnity issues are immediately referred to the broker for a decision on any impact on premium or claims handling.

Privacy

LawShield will ensure Data Protection rules are followed at all times.

Non-compliance of the service level agreement will be escalated to the Claims Manager and/or Senior Manager within the company and appropriate action taken to resolve.

LawShield will highlight any areas where its service or efficiency is being hindered by the actions of the underwriter agents or its brokers.

If you choose to work with LawShield, we will provide you with all the assistance you need - regular sales visits, comprehensive staff training programmes and advertising and promotional support, including bespoke products, subject to volume.