Our claims charter

At KTIB, we focus on delivering a high quality proactive claims management service and on being open and transparent at all times.

Our claims team will:

  • Aim to acknowledge all new claims within 24 hours of notification (sooner if urgent action required)
  • Aim to respond to all other correspondence within 5 working days
  • Answer your telephone call within 3 rings
  • Keep you updated on the progress of your claim
  • Provide you with a breakdown of costs paid upon settlement of any claim
  • Treat all customer's fairly and in a courteous and professional manner
  • Ensure that all staff achieve a minimum qualification of Cert CII, are well trained and have the expertise to deal with your claim
  • Offer you the opportunity to give feedback and suggestions on ways to improve our service to you