Miller & Associates recognises the importance of claims handling in any insurance and risk management programme and outline our proactive approach.

We offer services that benefit our clients in relation to those losses which are insured, and those which the client has elected to self insure.

•	Unlike most other brokers, Miller & Associates believes that the client’s Account Manager remains responsible for the management, recording, reporting and satisfactory management of all insured claims.
•	Miller & Associates negotiates the inclusion of agreed Loss Assessors and Solicitors in all relevant policies.
•	Miller & Associates records all claims received on our computerised claims recording system.
•	Miller & Associates reports status of all claims – paid and outstanding – to our clients on a regular agreed basis – and agrees future tasks and allocations of responsibilities.

In relation to claims under the deductible, Miller & Associates actively participates in our client’s self insurance programme and assists wherever required.

In particular, Miller & Associates has excellent relationships with several Third Party Claims Administrators, Solicitors and Actuaries, who can provide a variety of services from full claims administration to procedural reviews.

Miller & Associates takes the opportunity of outlining its claims process. The steps involved must be broken down into several sections:

•	Once a claim is notified, the most important action is to obtain the most complete information as quickly as possible to submit to an insurance company. It is imperative to establish quickly that the claim is admitted by the insurer i.e. that the insurer recognises the claim, represents a valid claim under the policy and that they will indemnify the insured for any claims that emanate from that source. Frequently this step is only described as a medium priority but this characterisation can lead to difficulties later in the claims process.
•	Once the claim is admitted it is necessary to maintain management of that claim on an efficient basis over the ensuing period. To ensure that this occurs, Miller & Associates has a fully integrated insurance claims system. Once a claim is reported, notification to underwriters is automatically carried by letter or fax depending upon the nature of the claim. From that time onwards an automated diary system operates to ensure that all necessary documentation is obtained on a timely basis and forwarded to the relevant parties.
•	At an early stage i.e. immediately after notification, a determination has to be made whether any third party advisors need to be retained by our client to ensure they are available to clients for advice and not the insurers. This can be important wherever liability claims are involved as the number of law firms with quality insurance experience is limited.
•	Quantification of the claim is the next most important step and Miller & Associates prefers an active involvement with a client in the formulation of the claim together with any expert advisors appointed if that has been deemed necessary.
•	Collection of the claim. This is equally important and should be an active process. Too often claims managers allow the process of collecting claims to drag on. Generally the client has been forced to pay those monies out or has deadlines determined by courts and it is vital to recover money as soon as possible.