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:
Rob Suttling
Senior Manager – Claims
James Blake
Senior Manager – RSMA Claims
Andy Hirst
Claims Manager
Sue Howell
Claims Manager
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 Syndicates 3500.
Please note that from 1 January 2019, Syndicate 3210, and from 1 January 2020, the 2017 and prior years of account of Syndicate 2015 were Reinsured to Close into Syndicate 3500.
In addition, from 1 October 2020 there will be a handover of Claims and Underwriting services from Skuld to RSMA in respect of Syndicate 1897.
If you wish to contact the Syndicate Claims Director, then please email:
Robert Gregg
RSMA Claims Director
If you would like to contact a member of the Syndicate team, please see below for details:
Syndicate 3500 (including Syndicate 3210 and for the 2017 and prior years of account of Syndicate 2015) and Syndicate 1897
James Blake
Senior Manager – RSMA Claims
Graham Pascoe
Manager – Claims
If you have a policy or underwriting query please email us at the following:
For Syndicate 780 Advent Underwriting Support:
advent.underwriting-support@rsml.co.uk
For Syndicate 3210 Underwriting Support:
For Syndicate 2015 Underwriting Support:
S2015UWSupport2017RITC@rsml.co.uk
For Syndicate 1897 Underwriting Support:
or please contact:
Kevin Regan
Senior Underwriter & S780 Run Off Manager
Simon Lovell
Senior Underwriter
David Pearson
Head of Delegated Authority & Client Management
Any market listings or bordereaux in respect of Syndicate 3500 (including the 2017 and prior years of account of Syndicate 2015), Syndicate 780 or Syndicate 1897 to also be sent to the relevant Underwriting Support email addresses listed above. Any market listings or premium bordereaux in respect of Syndicate 3210 to be sent to delegated3210@rsml.co.uk
How to make a claim
Need to contact us to make a 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
Senior Claims Manager
Paul Deakin
Senior Claims Manager
Dean Gray
Claims Manager
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:
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.
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:
Paul Deakin
Senior Claims Manager
Hazel Johnson
Claims Department Manager
Peter Hewitt
Claims Manager
Gian Luigi Di Franco
Assistant Manager – Claims
Ian Scopes
Assistant Manager – Claims
Marie Carley
Assistant Manager – 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.
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)
- 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.
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 or any questions in respect of our litigation team please feel free to contact:
Stephen Roberts
Executive Claims Director
Bill Evans
Head of Litigation