Private Clients

Claims Service

If you have a claim

If you are a Chubb policyholder you can call the Chubb 24 hour freephone number on 0800 018 0678 or +44 207 031 3905 when calling from outside the UK, or email us at masterpiece-ukclaims@chubb.com

Our award-winning claims service

An insurance company's reputation for settling claims is as important as the cover it provides. We understand how our clients feel at the time of a claim. Sometimes the financial loss is less important than the emotional impact of losing or damaging a valuable possession.

Chubb’s high net worth claims philosophy is to provide a ‘best in class’ proposition that excels at each stage of the claim. Through our award-winning claims service, we manage around 6,500 claims across the UK each year, with 95% of clients reporting positive feedback.

We work closely with our high net worth clients to recommend the best risk prevention strategies to avoid a claim in the first place, but should a loss occur we take a creative and flexible approach backed by superior attention to detail and a swift response.

Overall, we keep in mind the strengths which have always been the cornerstone of Chubb’s claims service: honesty, integrity and fairness.

Dedicated in-house expertise

Chubb has a dedicated team of high net worth claims advisors and handlers. This enables us to focus closely on each and every claim to make sure it’s handled swiftly and fairly.

Where necessary, we will instruct third parties from our panel of high net worth claims experts, including loss adjusters and damage limitation specialists. This carefully selected panel has been chosen based on synergies with our own service standards and claims philosophy.

The right support at the right time

Larger, more complicated losses are handled by our executive claims adjusters based in London. The team is highly experienced in handling claims requiring a more specialist approach. Whether it’s attending the loss in person or appointing the most appropriate third party expert, our claims team has a proven track record of delivering the best outcome for our clients.

For smaller claims, we have effective controls in place to empower our people and streamline the overall process, allowing a speedy settlement with minimum inconvenience to our clients.

Our global service standards are:

  • To make contact with the customer within 24 hours of a claim being reported
  • To make every effort to pay a claim within 48 hours of agreeing the settlement amount

Exceptional service

  • Within 24 hours, we provide a detailed first response to 91% of all claims reported.
  • We make settlement payments within 48 hours for 93% of claims.
  • Our claims team consistently achieves over 95% positive feedback from clients.
  • We go the extra mile. From finding appropriate alternative accommodation for policyholders and their families through to working with emergency services to resolve issues over property access.
  • Six-times winner of the Insurance Times ‘Best Claims Service’ award.
  • Ranked #1 for claims in the Insurance Times Broker Service Survey 2016/17

Get in contact

To find out more about our wider proposition for Private Clients, please contact your local insurance broker.

To report a claim, please use our dedicated claims helpline.

Comments from policyholders show that we consistently exceed expectations

"Very straightforward. An excellent and professional service with no forms and no fuss - well done!"

"The claim service is excellent. The best I have experienced."

"Service excellent all round. If all claims were made so simple, life would be much better."

"Your excellent service has assured my loyalty on policies taken out for three different properties by me. Carry on the excellent work."

"I am very happy with the courteous way in which the claim was handled. Being able to deal direct with your claims department by telephone enabled the claim to be agreed and settled quickly."

"This was a heart-breaking incident, for my wife especially, but your sympathetic and professional response has done much to soften the blow."

Three pillars of service excellence: a special high net worth report from Chubb

Three pillars of service excellence: a special high net worth report from Chubb
The insurance industry is only as good as the service it provides. Of course, excellent service means different things to different people. In this research, we explore what it means for today’s high net worth individuals.