To make a claim on an insurance policy, the policyholder contacts their broker.

The broker then makes an initial estimate on which insurance policies apply and how much repairs will cost. This estimate is based on information gathered by a claims adjuster who has been employed by the lead managing agent.

The broker presents the claim to the lead underwriter and to a central service provider; both review the claim on behalf of the following underwriters.

The claims adjuster will then appoint a loss adjuster to investigate the claim. After the investigation, the loss adjuster reports back to the lead managing agent with their findings. This information is reviewed with the brokers and the final claim is agreed.

Each syndicate then pays the policyholder their proportion of the agreed claim amount.