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All of us in the insurance industry have been bracing ourselves in case the news from Whaley Bridge confirmed our worst fears.  We were all relieved to learn that residents have been able to return home now; and businesses will now be starting up again and hoping they can make up for the down time. As BIBA accredited claims advocates, we usually only hear about insurance claims that have gone wrong.  However, early signs are that some insurers are going the...

Are you sending out a FOS SOS? It’s all change at the Financial Ombudsman Service (FOS). New rules came into effect from 1 April 2019, and these changes have had a significant impact on the size of business that can present a case to the FOS. The pros and cons of these changes will take time to come to light. As ever, though, the Flaxmans’ team is ready and waiting to help you adapt to the new rules. Read More BIBA Webinar Flaxmans Chairman, Roger Flaxman...

Written by Roger Flaxman and James Moorhouse for The Society of Claims Professionals Why an effective customer complaint procedure could improve public trust with insurers. When a claim is disputed, or a complaint is made, the most likely reasons are because a customer was unhappy with the levels of service received, the claim paid was less than expected or they suffered a financial loss during the process of making the claim. Customer expectation of their insurance policy is at the same time...