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Supporting our clients with benefits-led services

We make sure our clients fully understand how we can help them.

Having won a couple of medium-sized portfolios with two brokers through our Professional Lines team, we collaborated with them from the outset to come to an agreement on panel solicitors. We offered to meet the clients personally to discuss claims handling and panel choices should they receive any claims.

We mapped out, through a number of meetings, how the claims process would work, answered questions and addressed concerns they had – confirming that the panel solicitors would provide defence only and not coverage advice to us. And we explained how potential conflicts would be handled.

Following negotiation, the panel solicitors were also happy to provide a free helpline for the clients for up to two hours of consultation per claim, per insured. Some of the firms we had visited were not comfortable with the panel firms and, in those instances, we were able to accommodate their preferences and have them written into the slip.

These initiatives allow us to support our clients and ensure they make the best of our services, both in preventing claims and in minimizing their impact when they occur.