As part of the response to the challenging market situation, we have made a number of changes to our claims processes to help you respond effectively during a time of uncertainty and considerable operational challenge.
At this time, it is important that Lloyd’s and managing agents continue to respond to policyholder complaints promptly. To allow us all to focus resources on key activities, we have made a number of adjustments to our working practices and regular reporting requirements.
We recognise that the current COVID-19 situation is presenting unique challenges to many of our consumer and SME customers so have provided market guidance in order to ensure fair outcomes for our customers.
In circumstances where it is not possible to access the Underwriting Room and/or for employees of some managing agents, Lloyd’s brokers, Lloyd’s and/or Xchanging (DXC) to access their offices, Lloyd’s has put in place this protocol so face to face and electronic trading can take place elsewhere.
Many of you are receiving and asking various questions regarding policy coverage relating to COVID-19 claims. In order to give a timely, consistent and accurate response to such questions, a small combined Corporation / LMA working group was established in mid-March.