Towergate Northamptonshire prides itself in having two dedicated claims teams ensuring our clients get the best support when they need it most.
Joanne Dickens has over 35 years experience in the insurance industry having worked in underwriting, broking and now claims. This breadth of experience is of enormous benefit to Towergate clients when it comes to dealing with claims matters. Joanne shares her thoughts on the industry.
Most people think a broker’s claims department is a ‘postbox’ of claims administration, but we provide so much more. A claim can easily place a business in crisis and we support and guide our clients through this difficult and stressful process; liaising with insurers, third parties, adjustors and solicitors. Most importantly, we work in our clients’ interest, not the insurers’, to achieve the best possible outcome.
We become involved and advise from the outset assisting clients during this sensitive time. My clients trust me to do what I do best- achieve the best possible claims outcomes so they can continue with what they do best- running their businesses.
I enjoy solving people’s problems, analysing the facts and understanding the impact on a client’s business. Every day is different as every claim is different. One interesting aspect is accompanying site visits to represent clients to ensure they get the fairest settlement.
Trustworthy, Adaptable, Tenacious…I am known as the terrier of the office!
I am a Fellow of the Chartered Insurance Institute (FCII) and have a Post Graduate Diploma in Human Resources Management (PG DIP HRM). My qualifications combined with industry experience greatly assist when dealing with insurers and loss adjustors.
Simply- yes. Insurance companies are losing experienced staff and we are often faced with a knowledge gap. I regularly challenge the interpretation of policy wordings; I can only imagine the general public’s difficulty with insurer wordings and consequentially, the perception of the industry. We also deal with numerous classes of general insurance, which leads to my personal challenge of maintaining my knowledge in line with the CPD requirements.
Unfortunately, this often appears to be the case, but that simply provides me with a bigger challenge to overcome. For example, we recently overturned an insurer’s decision not to provide indemnity following theft by fraudulent means by challenging definitions within their policy wording. Without our argument, the claim would not have been paid. I think this also shows the importance of using an advisory broker who provides such service and arranges the correct cover in the first instance.
If you have any questions relating to commercial insurance placement, please contact Sian Cassie on 01604 887363 or email firstname.lastname@example.org.