Imagine delivering excellent work, sending an invoice, and instead of payment, getting a solicitor’s letter demanding compensation for alleged deficiencies. This was the reality for a recent RiskBox client.

After receiving such a letter, our client – a creative content agency – was not only out of pocket for the completed work, but was now staring down the barrel of costly legal fees and a significant loss. Luckily, they had the right Professional Indemnity cover, and proactive support from RiskBox, to help them get what they were owed.

A long and daunting process

However, simply having insurance cover doesn’t mean you can expect a simple resolution. Initially, the process was slow and frustrating – the insurer’s responses were delayed, and when information did arrive, it was couched in legal jargon, leaving our client more confused than ever. 

This is a common pitfall with some insurers: a lack of proactive communication and a reluctance to translate complex legal terms into understandable language. This uncertainty created immense stress for our client, diverting their focus from their core business.

From legal jargon to joint resolution

This is where RiskBox stepped in. We tirelessly chased the insurer for updates and pushed for a resolution. Recognising the complexity of the legal documents, we translated the jargon into layman’s terms, ensuring our client fully understood their options. We also advocated for a change in case handler, resulting in a significant improvement.

Once we had clearly communicated to the insurer what we needed them to do, they swiftly arranged a consultation to discuss the best strategy, prioritising our client’s comfort and understanding. 

Full compensation received

Within a short timeframe, they drafted a robust legal response, and eventually, both parties agreed to a “drop hands” agreement. This meant that whilst our client wasn’t able to collect their final invoice, they wouldn’t be forced into protracted legal battles or face further financial losses – allowing them to simply move on and rest assured that no other legal issues would arise.

Despite the original customer refusing to pay out, the insurance company itself stepped in to settle our client’s unpaid invoice – so in the end, the agency was fully compensated for their work. 

The importance of a supportive insurer

This experience highlights the stark contrast between a difficult and a supportive insurer. A difficult insurer can exacerbate an already stressful situation with delays, opaque communication, and a lack of proactive support – leading to significant anxiety and financial uncertainty for the insured.

Meanwhile, a good insurer, coupled with a proactive broker, provides invaluable peace of mind. They prioritise clear communication, efficient claims handling, and a client-centric approach. 

Let RiskBox navigate the insurance maze

By guiding our client through the complexities of this claim, we allowed them to focus on what they do best – creating great content, all the while knowing they were protected. 

This case was a testament to the power of teamwork, where a supportive broker and insurer worked together to remove the stress and reach a fair outcome for the client. 

If you need help navigating the maze of legal and insurance jargon, we’re here to lead you through the process. Find out more about how we work by calling us today at 0161 533 0411 or emailing info@riskboxuk.com.

Photo by Dose Media on Unsplash