No one wants to make an insurance claim but, when you do, you want the peace of mind that the person on the other end of the phone has your best interests at heart and is not out to make a quick buck at your expense.
We have identified a number of websites using Google to effectively ‘pass off’ as insurance companies. In recent years a number of claims companies have used Google and other search engines to tout for business and ‘take on’ claims from motorcyclists who have been involved in accidents.
By using Google adverts to appear at the top of the search pages, these third party websites/call centres appear when you search for your insurance brand and attempt to sell their claims services and, sometimes, less honestly present themselves in a way that suggests they may actually be your insurance broker!
What do you mean?
So, imagine you’ve been knocked off your motorbike and want to find out how you go about making an insurance claim. You’re insured through Carole Nash, so you type ‘Carole Nash claims’ into your browser. The results come up and you’ll be presented with a number of options. Carole Nash’s website will feature, of course, but chances are that you’ll find a number of ‘no win, no fee’ lawyers listed at the top of the page too.
In most cases these will be clearly marked as an ‘Ad’ and they will make no reference to any named insurance broker. On occasion you may find that less scrupulous companies actually use the name of your broker in their advertising, to give the impression that they are representatives of that brand. Should you call these companies, you will not be dealing directly with your motorcycle insurance broker.
And why’s this bad?
In itself there’s nothing illegal about offering an insurance claims service, nor in advertising them. However, as their business revolves around making money and taking commission from personal injury claims and compensation, it will not always be in the customer’s best interest to use such a company instead of working directly with their broker, who have a focus on customer service rather than profiteering.
What are the benefits of speaking to your insurance broker when you need to make a claim?
Aside from any financial issues, the benefit of claiming directly through Carole Nash’s claims line is one of convenience and expertise.
As your broker, Carole Nash has done its due diligence. They will also have your details to hand and are able to start processing your claim quickly and easily. A third-party company will not even know who your underwriter is and will need you to supply all of your details to them in order to get the process started.
How do I ensure I am speaking to my insurance broker?
The best way to ensure you are speaking directly to your insurance broker is to refer to the communications sent to you when you took out your policy.
Carole Nash, for example, sends customers a welcome pack and SMS with details on how to make a claim – including helpline numbers. If all else fails, when calling ask the agent what company they represent, as these companies are unable to use the brand name.
In the event that you do make a claim, the process will be fully branded as Carole Nash, giving the reassurance that you are dealing directly with your specialist motorcycle insurance broker, who fully understands your needs and who is first and foremost committed to sorting out your claim and getting you back on the road as quickly and easily as possible.
Working with Carole Nash on your claim should give you greater control, and you will also have the reassurance of being protected in the unlikely event that something goes wrong during the claims process.
