Claims

At Pen we don't have a one-size solution for claims, instead tailoring a claims service to best fit the product and needs of both the broker and the customer.

Are you a broker looking for a claims number?

Insured with Pen and need a claims number?

If you are a policyholder, you will find your claims number on your insurance policy. To contact the right specialist claims team, look for their direct number at the start of your policy.

If you haven’t got access to your policy, we recommend contacting your broker who will be able to help you with your claim.

But if it’s out of hours or you can’t reach your broker, get in touch with us on 03330 100 790.

Our claims philosophy

CUSTOMER CHARTER

Claims handling is the single most important aspect of an insurer’s service. We recognise that all customers are different which is why Pen does not have a one size fits all approach to claims handling.

To handle your claims in a timely manner, driving them to swift conclusion
To be contactable in your time of need, all our handlers have direct dials with buddy systems in place, with a 24/7 service on Motor, Property & Environmental claims
To provide support in the form of our specially selected expert panel suppliers
To thoroughly investigate all claims to ensure we only pay out on claims that you are legally liable for
To communicate all material developments on claims to ensure you are aware of the most up to date position
To issue payment as soon as possible once settlement is agreed so you don't lose out

SUPPLIER CHARTER

Our Claims Suppliers have all been specially selected based on their technical expertise and understanding of our specialist and niche markets.

Pen will instruct the most relevant supplier to offer support through the claim journey and drive the claim to conclusion
Our suppliers will work with you to ensure they have a full understanding of any loss suffered, so all elements can be taken into consideration when settling a claim
Our suppliers will ensure that the claim sits with the most appropriate expert to handle the claim
Our suppliers will be available to you throughout the lifecycle of any claim & will keep you abreast of any material updates
To act without conflict, should one arise, notify Pen immediately for action to be taken