Claims in Action: Specialized Service That Supports Clients and Builds Broker Trust

At Intact Specialty, we value the opportunity to fulfill our promise to help people prosper in good times and be resilient when facing challenges.

That's why we built our claims team to take on any task.

Specialty Focus, Strategic Results

At Intact Specialty, we don’t believe in one-size-fits-all claims handling. We align our claims professionals by industry vertical. This means we bring industry-specific experience to the unique risks and realities of the sectors we support, from cyber to ocean marine to workers' compensation. 

This structure enables our agility and ability to make faster, more informed decisions with a deeper understanding of what matters most to each customer. Whether it's a fidelity claim for a bank, a warehouse loss from a hurricane, or a liability issue for a growing tech firm, our team navigates each claim with confidence and care.

Specialized Expertise, Scaled for Impact

We're proud to be a national team of more than 400 in-house claims professionals supported by the global infrastructure of Intact Financial Corporation. Our team includes specialists from diverse backgrounds, including law, engineering, nursing, finance, and auto repair. They all bring real-world knowledge and experience to every file.

This depth of expertise allows us to manage large, complex claims with precision. But we don’t just resolve claims.  We investigate, advise, and advocate on behalf of customers – our partners and their clients, the insureds.  We consider the big picture. This means we help insureds ensure longevity - by planning for the needs they face today, as well as in the future - as their businesses and society evolve.  We also help our insureds pursue liable parties, increasing recovery and reducing costs.  And with in-house legal counsel, consultants, engineers, nurses, and more, we can deliver faster results with fewer handoffs, ensuring consistency and accountability at every step.

Claims that Build Confidence

We understand that claims professionals may be the only contact an insured will have with Intact, often on one of their toughest days. That’s why we treat each claim as a moment of service, not a transaction. 

That means our process is thorough:

• From the moment a claim is reported, our first-notice-of-loss department ensures swift acknowledgment and setup, providing essential details to all parties involved, fostering transparency and clarity from the outset.

• Our adjusters initiate comprehensive investigations, establishing communication with all stakeholders and crafting a plan to manage the claim effectively, prioritizing ongoing dialogue and support throughout the process.

• We invest in tools that elevate the experience for insureds and brokers alike, such as texting capabilities that speed up communication, digital photo estimating, and trend-driven return-to-work programs.

• Special handling instructions cater to unique customer needs, ensuring personalized service and prompt attention to specific requests or preferences.

Our success is in helping our customers, making it easy and finding solutions, and delivering second-to-none experiences.  We measure this success by our ability to address and resolve claims promptly, in line with our customers’ expectations, and by working to continuously improve our processes.

Supporting Brokers, Elevating Outcomes

Brokers count on us to be reliable partners for their clients and help insureds keep business moving - even when the unexpected happens. Our claims professionals support renewals and retention by joining our underwriting partners in meetings with brokers and new or renewing insureds to explain our claims value proposition and answer any specific questions they may have. 

Our collaboration with teams like North American Specialty Underwriting (NASU) helps refine policy language based on real-world claims, bridging the gap between intent and application.

The Bottom Line

At Intact Specialty, claims are a frontline promise delivered by people who care deeply about their work and those they support.

Our claims team operates with integrity, precision, and a relentless focus on the customer. Closing claims is just as important as proving our value.

Bring Intact Claims Into Your Next Client Conversation?

Reach out to our team below for help finding the right claims expert to join your next client or broker meeting:

• Dana Lenahan, Sr. Dir. (Accident & Health, Auto Liability, Auto Physical Damage, General Liability, Global Network US, Work Comp)

• Andy Sveen, Sr. Dir. (Inland, Ocean, Property, Striior, Subrogation)

• Rob Usinger, Sr. Dir. (Entertainment, Environmental, FinPro, Resilience, Technology)

• Terry Dahl, VP, North American Surety

• Cynthia Kolb, VP, US Claims

• Chris Paar, VP, US Claims

The foregoing material is intended as a general description of certain types of insurance coverages and services.  Any discussion herein is not intended to create a promise or binding statement of coverage for a specific claim or claims, as coverage for any claim depends on factors that include (but may not be limited to) the facts and circumstances of the claim, the language of the applicable policy of insurance and the applicable law.  Please refer to your insurance policy or consult with your independent insurance advisor for specific information about coverages, terms and conditions.

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