What We Do - CHS Consulting

CHS CONSULTING

INDEPENDENT CLAIMS EXPERTISE. DELIVERED WITH INTEGRITY.

Supporting brokers, underwriters, and property managers with expert claims handling and relationship management services—without the overhead of a full-time claims team.

We offer:

Specialist guidance across all non-motor insurance claims
A single point of contact for complex or long-outstanding losses
Cost-effective solutions tailored for small to medium-sized brokerages and property portfolios

➡️ Professional. Independent. Results-focused.

CRM & CHM

"If customers have a poor claims experience, it is almost a guarantee they will look elsewhere for cover once their claim is resolved”.

// Serivces

Services We Offer

SERVICES

Claims Handling

Serve as policyholder’s single point of contact in resolving claims issues or concerns
View each claim individually and constructively
Process new insurance claim notifications
Maintain and update client’s claims related computer records
Monitor the progress of a claim, keeping all role players updated on a regular basis, both verbally and in writing

Claims Relationship Management

In addition to Claims Handling

Guide clients and policy holders on general and technical claim queries
Guide policyholders on how to proceed with a claim and assist where necessary
Collect accurate information and documents to proceed with a claim
Manage policyholder’s expectations
Liaise with introducing brokers, TPA’s, Insurers, Loss Adjusters, Loss Assessors, Solicitors, as well as other legal and claims professionals
When necessary, discuss claim details with suppliers and repairers
Identify and distribute relevant claim and risk information to Account Handlers
Ensure fair settlement of a valid claim
Ensure the policyholder is treated fairly and that the policyholder receives excellent service in accordance with industry and company guidelines
Handle any complaints associated with a claim
Challenge unfair repudiations
Adhere to legal requirements, industry regulations and customer quality standards set by the company.

Building and Risk Surveying

Visiting sites to assess and evaluate risk to buildings, employees, or customers by undertaking appropriate research
Collecting photographs as evidence
Provide information and suggestions about required improvements
Provide suggestions on how to reduce the risk of future insurance claims
Liaising with health and safety inspectors, clients, insurance brokers and underwriters
Check building plans and fire protection systems

Loss Adjusting

Act on behalf of the policyholder and assist with the submission and management of a claim.
Underwritten into policies to provide Loss Adjusting/Assessing services to broker’s clients.
Assist with claims preparation such as Business Interruption claims.
Subcontract to Loss Adjusting companies when short staffed or when a surge occurs, on an ‘attend and release’ basis.
Investigate Liability claims, including recording court quality statements.

WHAT WE CAN DO FOR YOU ….

AN INSURANCE BROKER OR A PROPERTY MANAGER

Through our dedicated Claims Handling and Management Services, we can

Reduce your professional claims administration costs

Reduce a need for dedicated claims office space

Streamline your claims procedures

Substantailly reduce ‘claims confusion’

Substantially reduce claims related complaints

Reduce unnecessary repeat cycles in communication

Substantially reduce avoidable delays in claim settlement

All of which leads to :

More time available for your normal day to day management

Increased productivity

Substantial reduction in policyholder frustration and resentment

Which in turn leads to

Substantial reduction in loss of repeat business

Substantial reputational promotion

Increase in new business through customer recommendations

We have got your Claims Management covered !

// CHS Consulting

Claims Handling as a Service

CHS

Claims Handling as a Service Limited (trading as CHS Consulting) was launched on 1 August 2020 in response to a growing need by small to medium insurance brokers for a professional and dedicated claims handling service for non-motor insurance claims, where budget constraints reduce the ability to employ a full-time dedicated claims handler.

It soon became obvious that dealing with insurance claims is often more about Relationships and includes a greater spectrum of participants than brokers and their clients.

// CRM Consulting

Claims Relationship Management Services

CRM

We proactively engage with all stakeholders with a view to building and maintaining positive relationships with our clients as well as fulfilling the needs of their policyholders.

Through our deep knowledge and understanding of insurance products, we are able to educate policyholders thereby allaying their fears and building their trust.

We are acutely aware of Treating Customers Fairly, whilst remaining mindful of the fact we cannot alter policy conditions. Communication is paramount in our dealings with any claimant, to ensure they fully understand the insurance claim process, thereby enabling them to provide the correct documents and information as well as making informed decisions.

Our service is unique in that we not only act for independent insurance brokers and property managers, we will also act for a policyholder.

// MacDonald-Waugh

Brief History of

MAC-W

MacDonald-Waugh (Investigative Loss Adjusters) was originally founded by Duncan Waugh in Johannesburg, South Africa in April 1986. The firm quickly grew in reputation for high quality services and eventually provided ‘across the board’ Loss Adjusting services throughout Africa.

// CHR

CLAIMS HANDLING AS A RETENTION TOOL

CHR

For the Policyholder, one of the most important aspects of insurance is claims. If brokers’ customers have a poor claims experience, it is almost a guarantee they will look elsewhere for cover once their claim is resolved. This means that an efficient, fast, and reliable claim outcome is paramount for customers at a time of loss. Using Claims Handling as a Service not only gives your Policyholders piece of mind and trust in the policy but retains their custom and leads to positive referrals.

// Testimonials

What People Say

TESTIMONIAL

“Good morning to you, beautiful sunny day. To let you know, I have received the £450 in my Acct today. I am so grateful to you for all your work into this. You have really helped me enormously. “

Kossor N After her small burglary damage claim dragged on for months before our involvement.

“You are indeed a miracle worker – it’s official! Thank you so much for your efforts. And I would be more than happy to recommend you to others – obvs! “

La Perle Restaurant after the repudiation of her claim was overturned.

“What can I say – you are a genius! “

Terry W When we kickstarted his long running stagnant claim after an Escape of Water had left his house uninhabitable.

// FAQ

Frequently Asked Questions

FAQ

WHY USE CHS CONSULTANTS?

How much time do you have in a day? Traditionally, insurance brokers sell insurance products. But as we all know, it is more complicated than that. Annual Renewals, New Business, Due Diligence, Statements of Facts, customer queries and a personalised service (often after hours) all take up a tremendous amount of time.

Dealing with claims and claims related queries have never been a broker’s responsibility nor mandate. But Policyholders have a different view.

Claims are the shop window of insurance. Most Policyholders don’t see a policy document as anything other than a mere piece of paper. But Policyholders do recognise results when they need their insurance cover the most. A poor claims experience leaves a bad taste in any Policyholder’s mouth, making them distrusting and resentful towards insurance; an image we are changing with Claims Handling as a Service.

AS A PROPERTY MANAGER, WHAT USE IS CHS CONSUTING TO ME?

Like insurance brokers, how much time do you have in a day? Insurance has never been a property managers remit, but more and more property managers are expected to perform insurance related tasks with little or no technical insurance knowledge. This leads to avoidance of problems (does that sound familiar?) until what could have been a relatively simple claim to deal with, becomes a complicated and often irrational debate. CHS Consulting provides the necessary expertise to deal with your landlords claims and leave you with the time needed to manage their properties.

HOW DOES CHS CONSULTING GO ABOUT DEALING WITH OUR CLAIMS?

The CHS Consulting Claims Handler or Claims Relationship Manager will be employed on a retainer basis and as such, would be integrated as a member of your team. In the event of a claim being intimated, the policyholder would be put through to the integrated and dedicated CHS Consultant to discuss their loss and have any claims related questions answered. The CHS Consultant will actively work with the policy holder, insurer and service providers to ensure the relevant information is correctly recorded, correlated and submitted. The Consultant will provide updates as well as ‘next steps’ to ensure any delays, queries or concerns are addressed, actioned, and communicated throughout claim lifecycle; up to and including the outcome.

HOW MUCH DOES THIS SERVICE COST?

The cost would be dependent on your average number of annual claims. We work on an annual retainer, payable either monthly or annually.

Without a dedicated claims handling service, there is often added complexity to a normally simple claim.

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