Niamh Brady, Senior Customer Claims Manager

When a private client suffers a loss, the claims experience matters. According to Niamh Brady, Senior Customer Claims Manager, it starts with recognising the impact on the customer.

“Every claim brings stress,” Niamh explains. “Even smaller incidents cause disruption, and it is important that we acknowledge that from the outset.” 

For private clients, claims are usually managed through brokers. That makes collaboration essential. Niamh’s team focuses on asking the right questions and gathering detailed information to fully understand the customer’s circumstances, priorities and expectations.

“We might not always speak directly with the customer,” she says, “but we still need to know them. Understanding what they need allows us to tailor our approach and keep the process as seamless as possible.”

That tailored approach becomes especially important in property claims, where multiple suppliers may be involved. Clear communication and sharing the right information helps ensure continuity and avoids unnecessary delays.

What sets the private clients claims team apart is depth of expertise. The team are specialists in policy wordings, claims processes and supplier management, enabling them to make confident and well‑informed decisions throughout the claim lifecycle.

“There are key decision points in every claim,” Niamh explains. “Having strong technical knowledge allows us to make the right calls and reach settlement efficiently, while still meeting the high standards private clients expect.”

For Niamh, good claims handling is about balance. Empathy and reassurance go hand in hand with technical accuracy and experience.

“Doing the right thing means supporting customers through a difficult time, while also making sound decisions that lead to the right outcome,” she says.

Ultimately, good service means resolving the claim properly and helping customers return to their pre‑loss position as quickly as possible, with brokers playing a vital role throughout that journey