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Claims Guidance Related To Specific RiverStone Entities


We strive to be market leaders in our approach to claims, especially in speed of response, efficiency of service and settlement.
 
Each claim we receive is an opportunity for us to support clients and brokers using expertise in third-party defence, balance sheet protection, loss minimisation, and business continuity.

We aim to ensure fair, equitable and speedy resolution of covered claims.

RiverStone Insurance (UK) Limited ("RIUK") Claims

How to make a claim

Need to contact us to make a claim? Find the right contact details below:

RiverStone Insurance (UK) Limited Contacts

If you would like to contact a member of our management team, please see below for details:

Stephen Roberts

Executive Claims Director

Laura Terry

Associate Director– RIUK Claims

Andy Hirst

Senior Manager – RIUK Claims

Sue Howell

Manager – RIUK Claims

RiverStone Insurance Limited (“RIL”) Claims

With effect from 23.59 on 28 September 2018 the entire business of RiverStone Insurance Limited (“RIL”) was transferred to RiverStone Insurance (UK) Limited.

If you have a claims matter relating to a policy issued by RIL which will have been issued under its former trading name, Brit Insurance Limited, please use the links below in order to direct your enquiry appropriately.

RiverStone Managing Agency (“RSMA”) Claims

 

RiverStone Managing Agency is the managing agent of Syndicate 3500 (which contains most of the claim liabilities acquired from various Lloyd’s syndicates).

If you would like to contact a member of our management team, please see below for details:

Stephen Roberts

Executive Claims Director

Rob Suttling

Associate Director- RSMA Claims

Robbie Vaughan

Senior Manager – RSMA Claims

Judith Fumero

Senior Manager – RSMA Claims

Below is a description of the business managed by RSMA. If you are in any doubt whether your business is covered by RSMA please do not hesitate to contact the RSMA claims management team above who will be happy to assist you.

RSMA manages business for and on behalf of all the underwriting members of Lloyd’s Syndicate 3500 for and on behalf of all the underwriting members of Lloyd’s Syndicates 2, 49, 187, 189, 271, 349, 370, 376, 506, 507, 535, 538, 780, 860, 864, 1019, 1038, 1183, 1200, 1204, 1207, 1861, 1897, 1980, 2001, 2014, 2015, 2112, 2183, 2376, 2468, 2506, 3210, 3330, 4000, 4444, 4472 in respect of the underwriting years specified in the table below:

Syndicate Number Underwriting Years Additional Notes

2

1993-2002

 

49

1993-1995

 

187

1993-2002

 

189

1993-1994

 

271

1993-2000

 

349

1993

 

370

1993

 

376

1993-2001

 

506

1993-2001

 

507

1993-2001

 

535

1993-2001

 

538

1993-1998

 

780

2018 and prior

 

860

1993

 

864

1993

 

1019

1993-1995

 

1038

1993-1995

 

1183

1993-1999

 

1200

2017 and prior

 

1204

1994-1999

 

1207

1996-1999

 

1861

2020 and prior

(3)

1897

2018 – 2019

 

1980

2019 and prior

 

2001

2019 and prior

(1)

2014

2019 and prior

(5)

2015

2017 and prior

 

2112

2007-2009

 

2183

1996-1998

 

2376

1996-1998

 

2468

2020 and prior

 

2506

1996-1997

 

2987

2020 and prior

(2)

3210

2016 and prior

 

3330

2009

 

4000

2018 and prior

 

4444

2020 and prior

(3)

4472

2005-2018

(4)

Additional Notes

(1) In respect of:

  1. Policies originally written by MS Amlin Underwriting Limited on behalf of Syndicate 2001 in respect of employers’ liability and public/products liability policies underwritten between 1 January 2001 and 1 October 2018 for risks located in the Republic of Ireland.
  2. Policies of insurance and reinsurance issued by Syndicate 2001 for the 2020 year of account written as part of the MS AUL Property & Casualty UK portfolio, being that business written through Lloyd’s SCOB codes: Motor (AI011), Employers’ Liability (AI070) Public/Product Liability (AI080), Package (AI090), and Real Estate (AI091), and all predecessors/equivalent historical SCOB codes.

(2) In respect of

  1. Policies of insurance and reinsurance issued by Brit Syndicates Limited (BSL) and comprising non-US professional indemnity business, UK employers’ liability and public liability business for 2014 and prior years of account, and certain international public liability losses relating to the 2004 year of account
  2. Policies of insurance and reinsurance issued by by BSL (i) in its aviation excess of loss, liability and hull portfolios and engineering and construction accounts and (ii) through managing general agents or service companies which are now or were within BSL’s group in each case for the classes and years of account listed below.
Classes of Business Years

BGSU Casualty RI LatAm

2015-2019

BBGSU Engineering Fac LatAm

2016-2019

BGSU Inland Marine

2015-2019

BGSU Liability ARP SC

2018-2019

BGSU Liability Package CJSO

2013-2019

BGSU Liability Package FD

2012-2020

BGSU Property Fac LatAm

2014-2019

BGSU Property Package CJSO

2013-2019

BGSU Property Package FD

2012-2020

BGSU Programs

2017-2020

BGS Singapore

2016-2019

China Construction

2013-2019

Engineering & CPE

2015-2019

Aerospace Liability

2014-2018

Airlines Hull

2014-2018

Airlines Liability

2014-2018

Aviation XL

2002-2008

General Aviation Hull

2014-2018

General Aviation Liability

2014-2018

BGSU Liability Package SIR

2002-2018

BGSU Property Package SIR

2011-2018

Scion Casualty

2019-2020

(3) In respect policies of certain policies of insurance and reinsurance issued by Canopius Managing Agents Limited on behalf of Syndicates 4444 and 1861 underwritten in or reinsured to close into the 1993-2020 years of account for Syndicate 4444 and underwritten in or reinsured to close into the 2020 year of account for Syndicate 1861.

(4) In respect of policies of motor reinsurance issued by Syndicate 4472 underwritten in or reinsured to close into the 2005-2018 years of account.

(5) For more information about the migration of operational activities supporting Syndicate 2014 (2014-2019 years of account) to RiverStone International, please click here: Reinsurance to Close notification of migration

RSMA Underwriting Support

If you have a policy or underwriting query, please email us at the following:

Syndicate 780 – advent.underwriting-support@rsml.co.uk

Syndicate 3210 – uwsupport3210@rsml.co.uk

Syndicate 2015 – S2015UWSupport2017RITC@rsml.co.uk

Syndicate 1897 – s1897uwsupport@rsml.co.uk

Syndicate 1200 – S1200uwsupport@rsml.co.uk

Syndicate 2468 – S2468uwsupport@rsml.co.uk

Syndicate 4000 – S4000uwsupport@rsml.co.uk

Syndicate 2987 – Uwsupport2987@rsml.co.uk

Syndicate 2001 – Uwsupport2001@rsml.co.uk / S2001uwsupportChelmsford@rsml.co.uk

Syndicate 4444 – S4444uwsupport@rsml.co.uk

Syndicate 1980 – S1980uwsupport@rsml.co.uk

Syndicate 2014 – S2014uwsupport@rsml.co.uk

or please contact:

Kevin Regan

Senior Underwriter

For any market listings, please send to the Senior Underwriter above.

How to make a claim

Need to contact us to make a claim?

Find the right phone number for your claim >

Brokers or intermediaries

Are you a broker or intermediary representing a RIL policyholder?

 

Please go to our enquiry mailbox

Making a claim in the UK & Ireland

If you need to claim on a policy issued by RIL (now RIUK) which will have been issued under its former trading name, Brit Insurance Limited, please contact us on the most relevant number listed below.

Motor claims

For all motor claims call +44 (0) 800 328 9076.

Other claims

If your claim relates to employers’ liability, public liability, professional indemnity, commercial property and household, including household legal expenses, call +44 (0) 800 587 6713.

Our phone lines are staffed 24 hours a day, 365 days a year. We expect your claim to run smoothly, but if you need help following notification just call the appropriate number above or the dedicated number you will have received from your claims handler when you notified us of your claim.
 
If you want to make a new claim or have a policy query, please refer to our Claims FAQ page.

Our clients underpin every aspect of our business. Through customer focus and technical excellence, we offer protection with a claims service that delivers help, support and guidance.

When you call us on +44 (0) 800 587 6713 you can speak to one of our qualified UK-based support team 24 hours a day, 365 days a year.

As a RIL customer, if you would like to communicate with our management team, please email any of the following for assistance with your enquiry:

Laura Terry

Associate Director – RIUK Claims

Andy Hirst

Senior Manager – RIUK Claims

 

Brokers or Intermediaries

Please send all requests to our central mailbox at ukclaims.underwritingrequest@rsml.co.uk

We use a central mailbox to ensure that all enquiries are distributed to the first available resource to respond to your enquiry and so that we can monitor our performance against our service standards.

For data protection and security purposes, we may have to ask you for further information before we can release data, so please ensure you have provided us sufficient contact information so that we can do so, including your file and policy references and if you know it, our claim reference.

Eagle Star Insurance Company Limited Claims

With effect from 23.59 on 31 December 2013 the general insurance business of Eagle Star Insurance Company Limited, Home and Overseas Insurance Company Limited and City of London Insurance Company Limited (collectively the “Eagle Star Companies”) was transferred to RiverStone Insurance (UK) Limited.

Please note that the transfer only related to the general insurance business of the Eagle Star Companies.

How to Contact Us

If you have a query in relation to the general insurance business of Eagle Star Companies, please refer to our Contact Us page where you will find contact details for the relevant department.

Alternatively, if your query does not relate to a general insurance business of the Eagle Star Companies, for example if you are an Eagle Star life or pension policyholder, please note that this business remains under the management of the Zurich Group who may be contacted via the following links:

  • http://www.zurich.co.uk/contactus/
  • http://www.zurich.co.uk/life/existingcustomers

Eagle Star Hospitalisation

A partir du 01/06/2016, toutes les demandes de remboursement devront être adressées a :

The Claims Department

Riverstone Insurance
Park Gate
161-163 Preston Road
BN1 6AU
United Kingdom

Bulletins d’hospitalisation peuvent être adressés par mail a :

Email : eaglestarfrance@rsml.co.uk

Sous réserve de validation, les paiements pourront être émis par virement bancaire si les coordonnes bancaires nous ont été transmises (RIB).

Plaintes / réclamations :

Emettre une plainte /réclamation :

Malgré nos bonnes intentions il se pourrait que des erreurs soient faites ; si c’était le cas, nous devons le savoir. Pour cela merci de compléter un des formulaires ci –dessous.

Commencer par sélectionner l’option qui décrit le mieux votre situation, ensuite veuillez nous communiquer :

Vos coordonnées Personnelles
Références de votre Police d’assurance
L’objet de votre réclamation
Ce que vous attendez de Nous.

J’aimerai faire une réclamation

Je suis la Personne qui fait la réclamation
Je représente la Personne qui fait une réclamation
Je suis le représentant qui a reçu la réclamation

Comment traitons-nous les réclamations :

Si vous faites une réclamation que nous pouvons résoudre dans les 48 heures, la dite réclamation n’ira pas dans notre procédure de plainte.

Si une réclamation ne peut être résolue rapidement, nous ferons des recherches et vous écrirons.

Si vous n’êtes pas satisfait du résultat après nos recherches, vous pourrez accéder à l’étape suivante ; nous vous dirons quelle option sera disponible dans votre cas précis.

Pour les consommateurs de l’Union Européenne les plaintes ou réclamations peuvent être soumises à la plateforme des litiges en ligne (ODR). http://ec.europa.eu/odr

La plateforme ODR renverra votre réclamation au Financial Ombudsman Service qui nous la transmettra.

  • RiverStone Insurance (UK) Limited (“RIUK”) Claims
  • Eagle Star Insurance Company Limited Claims
  • Eagle Star Hospitalisation
  • Employers Liability Tracing Office (ELTO)
  • Employers Liability Direct Tracing Request
  • RiverStone Management Limited (RSML) Contacts

AXA Insurance UK Plc Claims

With effect from 00.01 on 1 October 2018 the claims management of a portfolio of public and employers’ liability policies written or assumed by AXA Insurance UK plc or its predecessor companies (“AXA”) prior to 31 December 2014 was transferred to RiverStone Management Limited.

If you have a query in relation to the AXA policies, please refer to our Contact Us page where you will find contact details for the relevant department.

If you would like to communicate with our management team, please email any of the following for assistance with your enquiry:

Andy Hirst

Senior Manager – RIUK Claims

Emma Poulloura

Manager – RIUK Claims

Catherine Murphy

Manager – RIUK Claims

 

Alternatively, if your query does not relate to a public or employers’ liability policy of AXA, please note that this business remains under the management of AXA.

Aioi Nissay Dowa Insurance Company Limited Claims

With effect from 23.59 on 31 January 2020 reinsurance contracts in respect of which Aioi Nissay Dowa Insurance Company, Ltd. (“ADI”) was the reinsurer (including reinsurance contracts originally written by or on behalf of ADI, or its predecessor companies in Japan) which were administered in the UK by or on behalf of ADI, acting through its UK branch, were transferred to RiverStone Insurance (UK) Limited.

If you have a query in relation to the ADI policies, please refer to our Contact Us page where you will find contact details for the relevant department.

Migration of operational activities supporting Syndicate 2014 (2014-2019 Years on Account) to RiverStone International

The operational contacts for Syndicate 2014 (2014-2019 Years On Account) claims, underwriting, and reinsurance have changed to RiverStone International contacts from 01 June 2022. Please read the full article for the new points of contact.

Find out more

Employers Liablility Direct Tracing

Under the combined Prudential Regulatory Authority/Financial Conduct Authority Insurance Conduct of Business sourcebook (“ICOBS”) Section 8.4 RiverStone Insurance (UK) Limited and RiverStone Managing Agency Limited (collectively the “Regulated Subsidiaries”) have obligations related to the tracing of employers’ liability insurance policies.

The Regulated Subsidiaries are required to take reasonable steps to conduct effective searches of records when a request is received to carry out a search for an historical employers’ liability insurance policy.

The link below will take you to a form which will enable you to make a direct tracing request but before completing your submission please ensure you read and understand the following, as it may assist you in refining your search.

The Regulated Subsidiaries are obliged to respond to direct tracing requests within two months of submission. Requests made via the Employers’ Liability Tracing Office may be substantially quicker.

The Regulated Subsidiaries are not responsible for any Employers’ Liability policies underwritten by Eagle Star Insurance Company Limited.

The Regulated Subsidiaries are responsible for the following Employers’ Liability underwriting entities and known underwriting periods:

  • Atlas Insurance (1808 – 1959)
  • AXA Insurance (1990 – 2014)
  • Brit Insurance Limited (2000 – 2012)
  • Caledonian Insurance (1805 – 1957)
  • Guardian Assurance (1902 – 1968)
  • Guardian Royal Exchange (1968 – 1999)
  • Hodge, General & Mercantile Insurance (1971 – 1981)
  • Legal and General (1950 – 1996)
  • Provincial Insurance (1903 – 1998)
  • Royal Exchange (1720 – 1968)
  • Sphere Drake Insurance Limited (1975 – 1985)
  • Syndicate 376 (1996 – 1998)
  • Syndicate 506 (1993 – 2001)
  • Syndicate 1200 (2010 – 2017)
  • Syndicate 1204 (1993 – 1999)
  • Syndicate 2015 (2011 – 2017)
  • Syndicate 2468 (2016 – 2020)
  • Syndicate 3210 (2000 – 2016)
  • Syndicate 2001 (2016 – 2017)
  • Westgate Insurance (1981 – 1990)

Click here to complete an Employers’ Liability Direct Tracing Request

ELTO Request Form

Please complete the form below in as much detail as possible.

  • Information about you

  • Details about your request







Riverstone Management Limited (RSML)

RSML is the service company for all the regulated insurance entities in The RiverStone Europe Group. If there are any general enquiries about our claims process or services please feel free to contact:

Stephen Roberts

Executive Claims Director

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