Our claims resolution process is built on the same institutional precision that defines our underwriting. 94% of all claims are fully resolved within 30 calendar days of first notice – not a target, but a consistent operational result across 40 years of practice.
Every claim is assigned a dedicated account manager and a senior adjuster with direct sector expertise. We do not route claims through call centers or generalist handlers. The person who underwrote your policy knows your risk profile – the person who handles your claim understands your industry.
Contact your dedicated account manager via direct line, available 24 hours a day, 7 days a week. Alternatively, submit your initial notice through this portal using the form below. First acknowledgment is guaranteed within 4 business hours of receipt.
Our team provides a documentation checklist specific to your coverage type within 24 hours of FNOL. The checklist is tailored to the nature of the incident – medical malpractice documentation requirements differ substantially from cold-chain cargo or cyber risk claims, and we ensure you are prepared efficiently.
A senior claims adjuster with direct sector expertise – healthcare, pharmaceutical, logistics, cyber, or property – is assigned within 48 hours of FNOL. You will receive direct contact information for your assigned adjuster, along with an introduction from your account manager.
On-site or virtual assessment is conducted depending on the nature of the claim. This includes documentation review, physical inspection where required, liability determination, and coverage analysis. Typical timeline for this phase is 5–15 business days, though complex claims with litigation exposure may require additional time.
Final settlement agreement is presented and executed. Payment processing follows immediately upon execution. Our target for the complete cycle – from FNOL to funded resolution – is 30 calendar days. A resolution certificate is issued and made available in your portal account upon completion.
Active policyholders have access to a secure digital portal providing real-time visibility into every aspect of the claims process. Portal credentials are provisioned through your account manager upon policy activation.
Initiate a first notice of loss directly through the portal at any hour, with instant confirmation and routing to your account manager.
Monitor your claim status at every stage of the resolution process, with timestamped updates at each milestone from assignment to settlement.
Securely upload incident reports, medical records, facility documentation, financial records, and all supporting materials directly to your claim file.
Communicate directly with your assigned adjuster through the portal's secure messaging system, with full conversation history retained for your records.
Access your complete claims history, settlement records, and payment documentation for all prior and current claims under your account.
Download official resolution certificates upon claim closure – accepted documentation for regulatory reporting, board filings, and audit requirements.
Portal access is provisioned to all active policyholders. Contact your account manager to activate your credentials. • (336) 725-3541
Having documentation ready at the time of FNOL accelerates every stage of the claims process. The following reference guide outlines required documentation by coverage type.
| Coverage Type | Documents Required | First Contact | Typical Resolution |
|---|---|---|---|
| Medical Malpractice | Incident report, patient records (redacted), staff documentation | Account Manager | 15–45 days |
| Property Damage | Photos, repair estimates, facility report | Account Manager | 10–30 days |
| Pharmaceutical Cargo | Bill of lading, temperature logs, quality report | Account Manager | 7–21 days |
| Cold Chain | Temperature deviation records, product manifests | Account Manager | 7–21 days |
| Cyber Risk | IT forensics report, system logs, regulatory notifications | Account Manager + Cyber Specialist | 30–60 days |
| Business Interruption | Financial records, incident documentation | Account Manager + Actuary | 20–45 days |
Complete this form to initiate your claim notification. Your dedicated account manager will contact you within 4 business hours of submission.
Your first notice of loss has been received. Your dedicated account manager will contact you within 4 business hours. When calling, reference your company name and the date of this submission.
(336) 725-3541 — Available 24/7 for urgent claims.
Your dedicated account manager provides a direct line that is accessible 24 hours a day, 7 days a week, including holidays. This number is provided at policy inception and is included in your policy documentation. If you cannot reach your primary account manager, our main line at (336) 725-3541 routes to an after-hours claims duty officer who has access to your account records and can initiate emergency claim procedures on your behalf.
If a claim has the potential to exceed primary policy limits, your account manager will immediately engage our reinsurance coordination team. Our partnerships with Munich Re, Swiss Re, and Hannover Re provide excess capacity layers that can be triggered for qualifying claims. The coordination is handled internally – you will not be required to negotiate with reinsurers directly. Your account manager remains your single point of contact throughout the process, regardless of whether reinsurance excess layers are engaged.
In the event of a dispute regarding claim valuation, coverage applicability, or settlement terms, the matter is escalated to our Senior Claims Review Committee – a panel composed of senior adjusters, legal counsel, and underwriting leadership. The committee conducts an independent review and issues a written determination within 10 business days. If the dispute remains unresolved, the matter proceeds to binding arbitration under American Arbitration Association Commercial Arbitration Rules, with the arbitration seat in Winston-Salem, North Carolina.
Yes. Claims designated as Critical Priority – those involving active patient harm, ongoing business shutdown, or regulatory intervention – are eligible for expedited handling. Contact your account manager directly and specify the urgency. Expedited claims receive same-day adjuster assignment and a compressed investigation timeline. Note that while the review process is accelerated, the thoroughness of investigation is maintained, as incomplete assessments can expose both parties to post-settlement complications.
We recommend that all policyholders maintain a current documentation readiness package regardless of claim activity. This should include: a copy of the current policy declarations page, a list of all insured locations with addresses and facility contacts, contact information for your facility managers and operations leads, current financial statements (for business interruption claims), access credentials for your IT incident response team (for cyber claims), and your regulatory compliance contacts in each jurisdiction of operation. For pharmaceutical and logistics clients, maintain current bills of lading templates, temperature monitoring data access procedures, and QA personnel contacts. Your account manager can provide a sector-specific documentation readiness checklist upon request.