Call us today: 02380 622 622

Our Commitment

We believe in treating customers fairly and have a commitment to encouraging an open and honest dialogue with our policyholders.

A claim can be stressful for a policyholder, especially when the loss or damage involves their home, business or personal belongings. At GHG Limited our staff are trained to understand that we do not sell a commodity but provide a service that will fulfil the insurers promise to pay as a result of certain incidents or damage.As independent claims handlers our role is to determine the best way to arrange payment under the terms of the policy, whether by helping to organise repairs, paying invoices direct to another party such as a builder or jeweller or by a payment to the policyholder.

Sometimes the matter can be more complex, such as with subsidence or with an unknown or hidden cause of water damage, and in these circumstances, we will liaise with all parties involved to keep any delays to a minimum. We will always keep the policyholder fully and clearly informed of what is happening.

There are times when an insurance policy does not meet a policyholder’s expectations or it may take longer than any of us would like. We will do our best to keep things moving and explain the position and liaise with insurers to get the best outcome possible for all parties.

As Chartered Loss Adjusters we are independent and impartial claims advisers and independent from the insurance companies. We have a duty to ensure the policy terms are interpreted fairly for all parties and offer an impartial and professional service involving loss adjusters, engineers, surveyors and desk handlers, to ensure the correct amount is paid under the terms of the policy.

We recognise that not everyone is capable of dealing with the complexities or an insurance claim and at GHG we understand the need for accommodating vulnerabilities of all types. We therefore encourage policyholders to let us know of anything that will make the journey difficulty, whether it is a physical disability or a learning difficulty or simply that dealing with the matter is overwhelming and that some additional help is needed. If this might apply to you claim, please let one of our handlers know or contact one of the managers and additional help can be offered in a discrete way.

Our Commitment

We believe in treating customers fairly and have a commitment to encouraging an open and honest dialogue with our policyholders.

The policyholder is our customer’s customer and GHG Limited are trusted to look after their claims, in many cases from first notification through to final payment. This is a responsibility we take very seriously.

At GHG we believe in treating customers fairly and have a commitment to encouraging an open and honest dialogue with our policyholders. We are all affected by fraudulent claims and as such have to take it seriously. Therefore to ensure fairness we may have to ask particular questions which could be uncomfortable for our adjusters and policyholders.

Our adjusters are trained to ask these questions from an assumption that all claims are genuine but an understanding that a certain amount of investigation is needed. If you are uncomfortable with any questions asked by our claims handlers or need further explanation on any aspects please feel free to call the office and speak to Matthew Bloomfield or Sharon Williams, who are Technical Managers for the GHG CATS division.

At GHG we are aware that some policyholders will have specific circumstances that call for a sensitive or alternative approach to communication, and all our staff follow protocols put in place to ensure our claims handling is appropriate for each of our customers. A copy of our Consumer Vulnerability procedure can be found here: GHG Consumer Vulnerability Procedure (PDF Download)

GHG Complaints Procedure

GHG are committed to being pro-active on claims and giving you, the policyholder, a smooth claims experience.

However, in the event that you are unhappy with the service and you wish to make a complaint please contact us using the following details:

GHG Limited, Barclays House, 20-24 Upper Market Street, Eastleigh, Hampshire, SO50 9FD

Email: info@highgroup.co.uk

Tel: 02380 622622

Our complaints procedure is available here:

GHG Complaints Procedure (PDF Download)

If we are unable to resolve the matter it will be referred to the Chief Executive Officer, Senior Claims Manager or complaints department at the Underwriter/Insurer concerned.

Should you remain dissatisfied with the response that you receive from us, and in the event your policy is underwritten at Lloyd’s of London, you may if you wish refer your complaint to Lloyd’s. The contact details for Lloyd’s are:

Complaints, Market Services, Lloyd’s, One Lime Street, London EC3M 7HA

Email: complaints@lloyds.com

Tel: 0207 327 5693

Website: www.lloyds.com/complaints

Ultimately, should you remain dissatisfied with Lloyd’s final response, or if your policy is not with a Lloyd’s Underwriter, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). This is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS can be contacted on:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email: complaint.info@financialombudsman.org.uk

Tel: 0300 123 9123

Website: www.financial-ombudsman.org.uk

Get in touch with GHG today


GHG Limited can be contacted as follows, we look forward to hearing from you.

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Tel: +44 (0) 2380 622 622
Office hours are Monday to Friday 9.00am to 5.30pm,

Please note that calls to and from this organisation may be recorded for security and training purposes.

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info@highgroup.co.uk
newclaims@highgroup.co.uk

When contacting us about an existing claim please use GHGResponse@highgroup.co.uk and quote our reference number in the heading.

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GHG Limited,
Barclays House,
20 - 24 Upper Market Street,
Eastleigh,
SO50 9FD