Intact Insurance has launched a new "Claims Charter" in the UK, setting out a series of clear, measurable commitments aimed at giving brokers greater confidence and consistency in how claims are handled.
The Charter is designed to formalise how Intact will support customers at the point of claim, with a focus on speed of response, clear ownership, proactive communication and helping businesses recover quickly after a loss. It comes against a backdrop of heightened regulatory scrutiny of claims performance and value, and growing broker pressure for more transparency around service standards.
Karl Helgesen, chief operating officer at Intact Insurance, said brokers had been clear about the areas that matter most in claims.
“Brokers tell us that clarity, speed and consistency in claims handling are critical, not just for their clients, but for their own ability to manage relationships and deliver value," Helgesen said. “This Charter sets out, in practical terms, what brokers and their clients can expect from us. It is about removing uncertainty, strengthening accountability and making the claims experience easier to navigate.”
By publishing its standards in a single framework, Intact is aiming to give brokers firmer expectations around how quickly a claim will be acknowledged, who will take ownership and how updates will be provided throughout the process. The move also reflects the group’s push to underline its service proposition in the UK market following the integration and rebranding of the former RSA businesses under the Intact Insurance name.
The Charter is structured around five core commitments covering speed of response, ownership, communication, recovery and decision‑making. Intact said the framework is intended to give brokers greater certainty over how claims will be managed day‑to‑day, including clearer ownership through a dedicated claims handler and more joined‑up coordination across suppliers and specialists.
Helgesen said that, from a broker’s perspective, the way a claim is handled remains central to client retention.
“We will continue to track our performance against these commitments and use broker feedback to refine and improve how we deliver," Helgesen said.
The insurer plans to monitor delivery against the Charter and to use performance data and broker input to adjust the commitments over time. That focus on measurement and feedback is in line with the wider shift towards documenting and evidencing claims service, as brokers increasingly benchmark insurers on responsiveness and communication, as well as on price and coverage.
The Charter applies across Intact Insurance’s UK business and will be reviewed and evolved over time, with an emphasis on further improving response times, communication and overall claims outcomes.
The initiative adds another point of comparison when assessing insurers’ claims propositions, at a time when service levels and decision‑making are under closer scrutiny from clients and regulators. As claims inflation, supply chain pressures and more complex losses continue to test capacity and processes, published commitments of this kind are likely to feature more prominently in discussions between insurers and their broking partners.
Intact’s move also reflects a broader trend in the UK market, where carriers are seeking to differentiate on claims handling and operational resilience as much as on product design.
