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The benefits of an in-house claims team

Rob Gill, who celebrated 30 years with TL Dallas this year, explains the benefits of using an insurance broker with an in-house claims division.

Rob joined the firm as a claims assistant when he was just 17, and he has been continually supported with his impressive career progression over the years. He epitomises the firm’s core values of loyalty and excellent client service and care.

“At T L Dallas, we believe that our dedicated in-house claims division provides our clients with many benefits over other competitors, who may outsource this service.

Our claims division comprises very experienced and well-respected handlers who boast over 100 years insurance claims knowledge between them. This enables us to offer all clients very high levels of service covering all aspects of insurance and different types of claims.

We believe it is essential that our client’s feel supported at a time when this is often needed the most.  We take ownership of and responsibility for every claim to ensure the best possible outcome is achieved – this allows our clients to concentrate on their business or day-to-day life, whilst we manage the claims process.

A collaborative approach is taken, with the claims division working closely with our account executives and brokers throughout the year to proactively help reduce risks and therefore claims.

Our figures for 2022 reveal that the majority of claims we dealt with were for motor, fire, business interruption and employee injury. All these claims have been analysed and recommendations made by the claims team to the broking team, so that clients can implement measures to mitigate these risks in the future.

When it comes to a client with a fleet of 50 vehicles for example, our claims division will review accident data recorded during the policy year and previous years to identify frequency, trends and any patterns, like a driver having several accidents, the same kind of accidents occurring, or even simply accidents occurring on the same day. Working together with our account executives and brokers, we can assist in reducing the risk, helping widen the markets interest in providing cover and lowering premium costs.

Other benefits of our in-house claims division include:

A Personalised Service:

We have built up trusting and loyal relationships with our clients over the years, which enables us to tailor our services to meet the individual requirements needed by clients, whether it be a business or as an individual.

We pride ourselves in offering the best possible claims service to all our clients, no matter what the claim is for. We understand that ‘a claim’ can be a very difficult time – for many different reasons – and it is our job to make the journey as easy as possible.

We are extremely proud to offer service levels consisting of same day response (next day absolute latest in very limited cases), which has been highly praised by many Insurers and their external auditors.

A Faster Claims Process:

Our claims division know the claims market and can direct claims to the correct area – many Insurers split a claim up into different heads of claim and their claims departments can be located in different parts of the UK or offshore.  We have direct access to these departments, as well as key contacts where we can escalate and quickly resolve any issues.

We are trusted by our scheme Insurers and have been awarded delegated authority to handle and settle claims up to certain values on their behalf. This avoids any delays having to send documentation to Insurers and most decisions can be made instantly without having to wait.


Our in-house claims team act as an advocate for clients during a claim. We negotiate with the insurance company on our client’s behalf to ensure the best possible settlement or outcome is achieved. The team’s expertise and understanding of insurance policies help maximise the client’s claim amount.”

Here is what some of our clients have to say about us:

“Please make your managing director aware of two members of the TL Dallas team who we have been dealing with. They always go beyond the call of duty for us, or perhaps this is the excellent level of service all your staff offer?! Recently, when our claim for subsidence appeared stalled, your team member took on board the situation and chased things for us. They got the claim moving in the right direction. How lucky you are to have built the business, not forgetting your roots.”

“I just had a message from Mr G to say how impressed he was with your handling of his claim – thank you.’