The foundation of our business revolves around trust and top
quality service. Nowhere is this more important than in the
realm of Claims Handling. The range of classes of business that
Balens handle is diverse, so that different types of claim will be
handled slightly differently and with differing timescales
involved.
If your claim involves Buildings or Contents damage, then we
need full details, estimates for replacement or repair, and if the
loss or damage is serious, Insurers will send round a
representative to survey, compute and discuss your claim. You
have a common law duty to mitigate losses, so temporary repairs and
prompt action to prevent further deterioration loss or damage are
advisable. Please keep relevant receipts and
documentation. Always let us know immediately something
happens rather than delay matters and we will guide you through the
process.
Claims involving Injury, accidents, illness or death will
require different proof of loss and we will of course support you
through these potentially distressing times.
Business Losses can come from a variety of causes including
Public, Products or Employers Liabilities. Our experienced
team have many years of helping reimbourse businesses and
helping them to keep going despite adverse situations.
For Malpractice and Professional Indemnity Claims we have a
range of educational and risk management material to help you avoid
these wherever possible. Below are a few key points for more
detailed information please request further information.
Malpractice claims handling and procedures
Situations can arise that may be a cause for complaint from the
patients' perspective. Some of these may not be your fault, and are
more to do with the patient's attitude and process than
you. How you handle such complaints is critical in ensuring
that it does not develop into a disciplinary or a malpractice
claim. Complaints very often arise from a miscommunication and can
enhance your goodwill if judiciously handled.
There are of course many ways one can head off complaints, but
there is not enough space to explore these here. There is however
one thing that does exacerbate an already delicate situation:- the
delay factor! Don't put your head in the sand- do notify
us! It will save you problems later on!
Following are some procedures to be followed to ensure that you
have the full back up of Balens and the Insurers as quickly as
possible and hopefully to avoid making matters worse.
This Table should help you decide when to
notify us...
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Verbal Complaint
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Do
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Listen. Regarding pain or perceived lack of progress -
empathise, explain, reassure, make earlier follow-up appointment,
maintain goodwill
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Notify if customer appears still not to be happy - remember to
state this when renewing Insurance on the form
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Don't
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Panic, get defensive, admit liability, indicate you are
insured, show annoyance or anger
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Letter of Complaint
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Do
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Don't
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No show - misses appointment
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Do
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Don't
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Refund request
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Do
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Don't
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No Payment
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Do
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Don't
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Request to see Notes
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Do
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Give access, offer copy or write report from notes.
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Ask why, although this request is rarely to do with a
complaint, usually patient is moving or has an insurance claim as a
result of an accident.
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Don't
- Get annoyed, angry or defensive, admit liability or indicate
you are insured
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