Q. What makes Sigma Claims Solutions different from the mainstream adjusting houses?

A. We are different because we have a business dedicated to a specific product line, Liability and associated services. This enables us to provide a degree of specialism to our clients. The management team are responsive and actively engaged in adjusting, allowing them to ensure that the company develops in response to market demands. Significant early investment in IT together with the advantages that being a new company bring have enabled Sigma Claims Solutions to ensure that our internal systems and work practices are significantly better than the market norm.

Q. We have heard all this before and been disappointed – how can you guarantee customer satisfaction?

A. It is for this very reason we have developed our Customer Charter. If we fail to meet the Key Performance Indicators agreed with you we will not charge a fee. We felt this was an important customer commitment but also that it helps us build a culture from within that is absolutely dedicated to providing outstanding customer service.

Q. What is Sigma’s view of CPR and the Woolf reforms?

A. There are undoubtedly some major challenges as a consequence of recent changes, not least the issue of third party cost escalation. However, the spirit of openness has been useful in fast-tracking the initial investigation process and resolving conflict at an early stage. We are firm believers in embracing the changes and making the system work to the ultimate benefit of our clients. Consequently, we try to take the lead from third party solicitors at an early stage so that we can exert due control of the process and the time frames for settlement, in addition to reducing the opportunity for cost-building practices.

Q. Is there still a benefit to visiting site and/or the Insured?

A. With the advent of Woolf, a lot of Insurers have resorted to ‘desk-topping’ low level liability claims. Whilst there is a critical value level under which site visits may not be cost effective, there are nonetheless a host of subsidiary benefits associated with visiting site. Most importantly, a site visit places you in a strong negotiating stance with the Third Party Solicitors as they will probably never have met their client, let alone be aware of where the accident happened. Moreover, there is a risk management spin-off associated with regular visits to an insured, particularly in the cases of those suffering attritional losses. Advice can be offered on prevention and walk-through audits of the environment yield a good impression of risk controls in place – such as the wearing of personal protective equipment, housekeeping or chemical controls.

Q. Are all claims settled now irrespective of merit?

A. Certainly the open nature of pre-action behaviour now requires significant comprehensive disclosure if a claim is to be defended. This can mean that where suitable supporting evidence cannot be perfected an admission is the only solution. However, the emphasis must be on diverting resources to those cases where a defence is practical and also to ensuring that the investigation is front-loaded to obtain the desired outcome.