What is the role of an insurance broker in claims?
Whether it's property damage or a personal injury, the claims process is often the moment of truth for businesses, where having the right support can make all the difference. As a commercial insurance broker with a dedicated in-house claims team, NFP helps simplify this journey, advocate for our clients, and ensure claims are managed efficiently and fairly.
How do insurance companies process claims?
When something goes wrong and you need to make a claim, the process usually starts with letting your broker or insurer know what’s happened. From there, the insurer will review your policy, gather details about the incident, and may send a loss adjuster to assess the damage or loss.
If you work with a broker, their claims team steps in to guide you through each stage by handling the paperwork, chasing updates, and speaking directly with the insurer on your behalf. Their job is to make sure your claim is dealt with fairly and efficiently, helping you get the right outcome as quickly as possible. It’s a partnership that can make all the difference at what can otherwise be a stressful time.
Who is involved in the claims process?
Here’s a breakdown of the key professionals involved in property damage and injury claims and how our team helps you manage them.
Property damage claims
- Insurer claims handler – Oversees decision-making within the insurer’s claims department. Multiple handlers may be involved if several policy areas are affected.
- Loss assessor – Appointed by you to manage the claim independently. Their fees are not typically covered unless specified in your policy.
- Loss adjuster – Appointed by your insurer to manage the claim on their behalf. You’ll liaise with them regularly.
- Structural engineer – Assesses major damage and advises on structural repairs.
- Reinstatement contractor – Carries out the repair or rebuilding work.
- Specialist contractors – Handle niche tasks like asbestos removal or demolition.
- Forensic investigators – Determine the cause of an incident and provide specialist evidence.
- Disaster recovery companies – Restore, dry out, and clean damaged buildings; assess damaged contents.
- Solicitor – Provides legal advice, manages communications, and represents you during investigations.
Injury claims
- Insurer claims handler – Manages the claim within the insurer’s department.
- Claims investigator – Assesses legal liability and policy coverage.
- Solicitor – Leads serious cases, liaises with the injured party, and handles civil or criminal aspects.
- Forensic investigator – Provides specialist evidence on the cause of the accident.
How to improve the claims process
While your broker and insurer do the heavy lifting, there’s plenty you can do to help keep things running smoothly.
- Report the incident as soon as possible. Let your broker or insurer know as soon as something happens as delays can slow down the process or even affect your cover.
- Keep good records. Photos, receipts, and incident reports all help build a stronger case and speed up assessment.
- Know your policy. Understanding what is and isn’t covered avoids confusion and helps you provide the right information from the start. As your insurance broker, we will clearly lay out the terms of your policy as part of our service.
- Be clear and honest. Supplying accurate details saves time and helps your broker or insurer make fair decisions faster.
- Stay in touch. Keep regular contact with your broker so you always know what’s happening and what’s needed next.
Where NFP’s dedicated claims team adds value
At every stage of the claims process, our dedicated team is here to support you. We understand the intricacies of insurance and work closely with all parties to help ensure your interests are protected.
- Specialist guidance – We help you understand who does what and how to navigate the process.
- Faster resolution and better outcomes – Brokers with dedicated in-house claims teams consistently achieve better outcomes for clients, with studies showing higher settlement rates and faster resolutions compared to claims handled directly by insurers or outsourced providers.2
- Tailored support – We provide strategic advice and hands-on help, ensuring your interests are protected.
- Clear communication – Our team keeps you informed every step of the way, reducing stress and uncertainty.
Whether you're facing property damage or an injury claim, we bring clarity, advocacy, and specialist expertise - helping you achieve the best possible outcome with confidence.
Need help with a claim or want to review your coverage? Get in touch with our team today.