A letter to the insurance industry

At Claimhouse, we want to be upfront about who we are, what we do, and how we intend to engage with the insurance industry.

We recognise that insurance is complex, that claim outcomes aren’t always black and white, and that many professionals within the industry are doing their best to apply the policy fairly, act in good faith, and support customers during what is often a stressful and vulnerable time. With the increasing frequency and severity of natural disasters, rising claims costs, and the ever-present risk of claims fraud, insurers are being challenged more than ever. 

We also recognise that claims sometimes falter for reasons that are not malicious. It could be ambiguity in the evidence, poor communication, genuine disagreements about policy interpretation, procedural missteps, or even genuine concerns about fraud. When issues arise, our goal is not to point fingers, but to help resolve those issues constructively, and ensure that genuine claimants receive the outcomes they are entitled to under the policy. 

We strive to support only genuine claims, made by people who are often overwhelmed by the process, unclear on their rights, or unsure how to challenge a decision that doesn’t seem right. These are people who want to do the right thing, but who may be struggling to navigate a system that can be technical, intimidating, and slow to respond. 

We understand that claim advocates have not always been viewed positively within the insurance industry. There is often a perception that advocates are combative, obstructive, or seek outcomes that go beyond what the policy provides. That’s not the kind of advocate we want to be.

At Claimhouse, we’re building a different kind of advocacy. One grounded in fairness, fact, and professionalism. Our aim is to raise the standard of customer representation in insurance disputes, to lift the quality of information being provided to insurers, and to help resolve claims faster, more clearly, and with fewer missteps. 

We want to work constructively with insurers and their representatives, arriving at the right outcome sooner. We want to be known for being thorough, reasonable, and collaborative. And we want to see a healthier relationship between customers, advocates, and insurers, one where the focus is on evidence, fairness, and getting the claim resolved properly. 

We also welcome dialogue. If you’d like to learn more about how we intend to operate, or have concerns about the conduct of advocacy in general, we would be pleased to have that conversation. We believe that mutual understanding and transparency are essential to improving outcomes for all parties. 

Please feel free to reach out.