When life takes an unexpected turn, the true test of your insurance is not in the policy – it is in the claims service that stands behind it. At James Hallam Private Clients, claims handling is not outsourced or left as an afterthought. Our in-house team is built into the very heart of what we do, making up around 10% of our workforce. That is a scale and level of specialism that sets us apart from brokers without a dedicated claims function.
A specialist claims function built around you
- Not an add-on: Our claims team is a core part of our model, not an optional extra.
- Deep insurer relationships: Decades of collective experience and direct contacts with senior underwriters mean we can escalate matters quickly.
- True partnership with brokers: Your Private Client Executive can focus on placing and protecting your cover, knowing we will stand shoulder to shoulder with you when things go wrong.
Working hand in hand with our brokers
Our claims team does not just manage paperwork – we partner directly with our Private Client brokers to secure the best outcomes.
Take a recent high-value loss (anonymised here). The claim was complicated by a late notification, which could easily have prejudiced the insurer’s position. Our claims team maintained regular contact with the client, ‘fighting their corner’. We managed to increase the settlement offer on one significant item and continue to press on another. Crucially, we worked with the placing broker – who leveraged their underwriter relationships – to push for a better overall settlement. That seamless collaboration is only possible when your broker has a dedicated, specialist claims team working side-by-side.
The breadth of claims we manage
From a collapsed drain claim settled at just £172 to major storm-related water ingress exceeding £125,000, through to fires, jewellery thefts, and liability incidents, the Private Clients claims team at James Hallam is trusted to manage a uniquely varied portfolio. Each case, large or small, gets the same meticulous attention.
Why a dedicated claims function matters
Many brokers stop at placing cover and simply pass claims back to the insurer. At James Hallam, we know that is where clients need us most. Our dedicated Private Client Claims Team offers a true in-house advocacy service, making the difference between a frustrating process and a positive resolution.
Here is how that plays out in practice:
- Faster turnaround: we do not sit back and wait for updates. Our handlers pick up the phone to loss adjusters and underwriters, pushing for action when claims risk stalling.
- Clear communication – insurance jargon can feel impenetrable. We break down exclusions, limits, and technical wording into plain English.
- Evidence collation & preparation- clients often do not know what level of detail insurers require. We step in to gather valuations, photos, invoices and timelines, formatting them into professional evidence packs and where possible fielding questions and requests without having to trouble the client. In a six-figure jewellery theft, this preparation meant the loss adjuster could validate the claim quickly, avoiding weeks of back-and-forth.
- Shielding clients in liability claims – when third parties are involved, clients can feel vulnerable. Our team guides in the appropriate responses and communications to third parties, liaising with solicitors, and protecting our clients from direct confrontation.
- Uninsured loss recovery – if a loss which is not your fault falls within your excess, we can help you in preparing and presenting a claim to the responsible party.
- Leveraging broker-insurer relationships – that is how we have increased settlement offers, persuaded insurers to accept client-preferred suppliers, and turned ‘no’ into ‘yes’.
- Personal advocacy, every step – we are relentless advocates, ensuring our clients feel supported and never alone during the claims process.
Meet the team behind the advocacy
The team combines technical expertise with empathy and persistence, ensuring clients feel supported at every stage.
Savannah Armitage, Team Leader (Ipswich): Chartered Insurance Institute and BDMA qualified, Savannah is the principal handler for Private Client claims. With extensive experience across liability, property and motor, she has managed major losses involving high-value property, artwork, jewellery and international assets.
Jenna Warman (London): Based close to our London Private Client team, Jenna brings extensive property loss expertise and London Market experience, with a strong advocacy background in negotiating with insurers and loss adjusters.
Amelia Collings (Ipswich): The first of our in-house Claims Academy, she is progressing along the CILA route. Despite her early career stage, she has already delivered fantastic results for clients, including securing significantly enhanced settlements.
Real success stories – how we add value
We see a huge range of claims – from lost jewellery items to major fire and storm damage losses, through to complex liability disputes.
- High-value jewellery theft: A client’s collection worth six figures was stolen in a targeted burglary. By coordinating valuations, pushing for recognition of sentimental value and ensuring their chosen jeweller was accepted by insurers, we secured a settlement of over £109,000 paid directly to their preferred supplier.
- Bracelet loss: An insurer initially proposed £8,000 based on valuation. We fought for market comparable, obtained a specialist quote, and secured a cash settlement of £18,900 – more than double the starting offer.
- International property fire: When a dehumidifier caused fire and smoke damage abroad, we worked across markets and jurisdictions to keep the claim moving. We coordinated with overseas adjusters, chased building insurers, and pushed through delays until a £46,000+ settlement was agreed.
- Third-party liability: A gate collapsed onto a passing vehicle, exposing our client to a potential liability claim. We immediately stepped in to shield the client from direct correspondence, took control of communications with the injured party’s representatives, and ensured liability was properly investigated and defended.
That is the James Hallam difference – dedicated claims specialists, embedded within Private Clients, ensuring our brokers can focus on what they do best while our clients receive the very best in claims advocacy.