Service Standards

ANA was founded on the belief that high quality loss adjusting and claims consultancy services add value to the insurance process. We are a service based organisation that delivers a high standard of service.

Our service standards are:

SERVICE STANDARDS: MATERIAL DAMAGE
(Commercial, Engineering, Contract Works, BI)

  • ANA State Office to acknowledge new instructions to instructing office (Broker or Insurer) within 4 hours
  • ANA Handling Adjuster to contact Insured within 24 hours and advise instructing office within 48 hours of action taken.
  • Urgent cases – contact Insured within 2 hours upon receipt of instructions
  • Visit site within two working days from time of appointment and, if there is a delay, for whatever reason, to inform the client
  • Urgent cases – visit site within 24 hours of receipt of instructions
  • Issue First Report within 5 working days of site visit
  • If full details are not available within requisite time period First Report must identify known issues and reasons for delay
  • Issue Interim Report every 30 days (or shorter if desired) if there is no action in the interim
  • Final reports to be issued within 2 workings days of receipt of final claim documentation
  • Use appropriate specialists as and when required subject to the client’s prior approval
  • Immediate consideration will be given to any potential subrogation with letters of demand issued and followed up monthly. If no positive results are achieved within 3 months take clients further instructions
  • Return telephone calls within 24 hours of receipt in office
  • Reply to written communications within 3 working days of receipt in office
  • Be totally flexible in meeting our client’s requirements
  • Allocate each assignment to an appropriate Loss Adjuster
  • Facilitate loss minimisation and mitigation for commercial and community benefits
  • Produce reports in a consistent format that will facilitate swift understanding, action and response
  • Record all work undertaken on file with diary notes, reports and documents
  • Continually educate and train all staff
  • Communicate in a clear, helpful and timely manner
  • Control and manage each assignment in a manner that brings it to a conclusion as soon as possible with amicable negotiations
  • Be responsible and sensitive with confidential information

 

SERVICE STANDARDS
PUBLIC LIABILITY

  • ANA State Office to acknowledge new instructions to instructing office (Broker/Insurer) within 4 hours
  • ANA Handling Adjuster to contact Insured/third party within 24 hours and advise instructing office within 48 hours of action taken.
  • Arrange and commence investigation within 7 days, unless greater urgency is demanded by the circumstances
  • Issue within 20 working days of receipt of instructions a detailed First Report to include photographs and witness statements as necessary, together with recommendations in relation to liability, policy cover, quantum and tactics
  •  Complete follow up enquiries as soon as possible all within the time scale agreed with client
  • Issue Interim Report every 30 days (or shorter if desired) if there is no action in the interim
  • Return telephone calls within 24 hours of receipt in office
  • Reply to written communications within 3 working days of receipt in office
  • Be totally flexible in meeting our client’s requirements
  • Allocate each assignment to an appropriate Loss Adjuster
  • Facilitate loss minimisation and mitigation for commercial and community benefits
  • Produce reports in a consistent format that will facilitate swift understanding, action and response
  • Record all work undertaken on file with diary notes, reports and documents
  • Continually educate and train all staff
  • Communicate in a clear, helpful and timely manner
  • Control and manage each assignment in a manner that brings it to a conclusion as soon as possible with amicable negotiations
  • Be responsible and sensitive with confidential information

If you’d like a higher standard of service, contact us.