An insurance company's reputation for settling claims is as important as the insurance it provides. That's why our claim service stands behind every insurance purchase our customers make to help protect their businesses, homes and possessions.
A critical part of the Chubb "difference" is our claim philosophy that guides Chubb in each and every claim settlement. This was established with the company's founding in 1882: Treat each customer the way we would like to be treated if we experienced the same loss - with integrity, empathy, promptness, expertise and fairness. A Chubb policy of insurance represents not only a commercial business transaction, but also a significant commitment of trust. This understanding was best stated by the late Hendon Chubb, who said: "...while an insurance policy is a legal contract that expresses our minimum responsibility, there are many occasions when equity demands that we recognise a moral obligation beyond the strictly legal terms - and this is always a consideration in our settlements."
The manner in which we treat each of our customers when handling a claim is fundamental to the way we do business. Once a claim is reported, our goal is to respond within 24 hours, beginning with a telephone call or a personal visit to assess the loss, understand our customer's concerns, explain the claim settling process and provide guidance on necessary next steps. It's our standard to issue payment within 48 hours of agreement to pay for a covered loss.
Finally, and most importantly, when a loss occurs, the Chubb claim professional is trained to look at the actual language of the insurance contract within the context of the intent in which it was written. The direction here is to pursue interpretation which provides coverage rather than to seek out "loophole language." Policy ambiguities, once recognised, are to be determined in favour of the insured. Trust and communication in close harmony with the underwriter, the insured and the producer is intended to resolve quickly all legitimate concerns on coverage situations to the mutual satisfaction of all interested parties.