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Covid-19: How Lorega can help

Covid-19: How Lorega can help

Covid-19: How Lorega can help

With the UK in lockdown, in response to Covid-19, Lorega continues to offer its expert claims advice remotely.  Our claims line remains open 24/7 and we are here to help with your insurance claims, whether you have our Loss Recovery Insurance or not.

With businesses being badly affected throughout this period, where liability has been accepted by insurers, we are helping businesses with their business interruption claims through the preparation and negotiation of their claims.  If you have a Lorega Loss Recovery Insurance cover and are uncertain about your claim, please let us know.

If your insurance company has accepted liability for your loss but you do not have our Loss Recovery Insurance cover, don’t worry, our professional services are still available to you.  We call this service our ‘Expert Help’ service and it is available to you, if you would like to take advantage of our expertise, on a fee basis.

Rest assured we would work tirelessly for you to achieve a fair and prompt settlement of your claim, together with interim payments to help your businesses with its cash flow.

If you would like to find out more about Lorega’s Loss Recovery insurance, please contact your insurance broker.

If you would like to find out more about Lorega’s ‘Expert Help’ services, please e-mail us at experthelp@lorega.com or call 020 7767 3070 to speak to a member of our team.

More information about us

Lorega is an independent company, owned by the people who work in the business, backed by a private equity partner, and has been going strong for 35 years. During this time, we have only ever represented policyholders, never insurance companies, and we believe passionately in the work we do. Our claims experts, across the whole of the UK, are all qualified Chartered Loss Adjusters and have a wealth of experience in the insurance market.

We have over 100,000 policyholders and clients across the UK, from many types of business, and manage a high volume of claims each year.  We believe that it is the experience, qualification and expertise of our Chartered Loss Adjusters which enables us to ensure that our policyholders gain a full and equitable settlement under the terms of their property and business interruption policy.

As an indication of our overall service standards, policyholders who have had a claim, have scored us at more than 95% satisfaction, in our follow up surveys, for each of the last five years.

Having a claims expert on your side levels up the playing field and provides expert advice to you in formulating, presenting, and negotiating your claim. Our professionally qualified Chartered Loss Adjusters have the experience and the qualifications needed to competently review and interpret the complexities of your policy wording and then calculate the amount which is contractually due to you.


Lorega expands Cyber Recovery insurance portfolio with dedicated homeowners cover

Press Release: Introducing Cyber Recovery Insurance for Homeowners

Lorega expands Cyber Recovery insurance portfolio with dedicated homeowners cover

Lorega Limited (Lorega) has expanded its Cyber Recovery insurance portfolio with the addition of dedicated services and cover to help homeowners recover from cyber threats and attacks, email fraud, cyber theft and identity theft.

Lorega’s Home Cyber Recovery provides homeowners with access to 10 hours or 25 hours of expert advice and, depending on the level of service, cover is available for related costs including repairing or replacing computers systems, personal data reconfiguration and restoration, removal of viruses and ransomware,  termination of hacking, losses incurred in fraud or theft, liaison with financial institutions in case of identity theft and certain costs and expenses in relation to defamation liability claims.  

According to the UK government, by 2020 it is expected that every household in the country will have 15 internet connected devices and there will be a total of 420 million in use by 2021. With significant levels of personal health, financial or other sensitive data being stored and shared on these devices, individuals are becoming increasingly vulnerable and their information susceptible to a cyber-attack.

In the event of such an attack, Home Cyber Recovery offers 24/7 expert advice, incident investigation and restoration services delivered by Lorega’s Cyber Emergency Response Team (CERT). CERT is operated by Agenci, a leading international cyber security consultancy and Lorega’s cyber insurance partner.

Andrew Kilgour, Director of Broker Relationships, said:

”The risks and impact of cyber-related crime are no longer the sole domain of businesses. The growing dependence on connected devices in the home for day-to-day activities is creating a clear need for personal cyber protection and assistance. We are responding to this with a dedicated service designed to provide advice and assistance when it is needed most to help homeowners to recover from a potentially devastating and damaging cyber-attack.”

Lorega adds live video streaming to support faster claims assessment and loss mitigation advice

Press Release: Introducing Live Video Streaming

Lorega adds live video streaming to support faster claims assessment and loss mitigation advice

Lorega Limited (Lorega) has launched a live video streaming service for policyholders to enable the company to provide faster claims mitigation advice and expert support at the point of claims notification.


The service, available to all customers with Loss Recovery Insurance or using the company’s telephone advice service, Lorega 10, enables the policyholder to live stream views of their physical loss directly to the desktop of Lorega’s claims experts.


Being able to see the full, physical detail of the loss within minutes of it being reported enables Lorega to obtain an earlier assessment so they can deliver more accurate initial loss advice on security and loss mitigation measures. 


Customers use a secure weblink sent to their smartphones to access the system developed by Lorega’s ‘Insuretech’ partner, an international online video platform provider, to access the streaming service. This means there is no need to download software to the smartphone and the link is up and running immediately.


Neill Johnstone, managing director of Lorega, said: 

“This represents an important enhancement to our already high levels of customer service and support. By enabling claimants to provide video upon notification of a claim, we can provide faster and more accurate advice on dealing with and mitigating the loss. The investment in video streaming further demonstrates our commitment to providing expert help to minimise the impact, costs and disruption of a property damage claim.”

Number 1 for Customer Service Three Years Running

Number 1 for Customer Service Three Years Running

Number 1 for Customer Service Three Years Running

We’re delighted to announce that we have been ranked first amongst the UK’s top MGAs and Insurers for commercial lines customer service for an unprecedented third year running in the annual Insurance Times Broker Service Survey.

Although this year’s Survey separates the results for the Insurer and MGA businesses, Lorega was the only business to achieve a 5 star rating in all categories of service, with the highest score in each and an overall score of 4.52 out of a maximum of 5. This places us ahead of Covea, Markel, Aviva and others, who were ranked immediately behind us in the Insurer category.

The annual survey asks Brokers and other intermediaries to score their insurer partners out of 5 (where 1 is poor and 5 excellent) in five categories: quality of cover, fairness and speed of settlement of claims, access to decision makers, accuracy and transparency of policy documentation, and expertise and flexibility of underwriting.


Lorega performed outstandingly well for a third year in a row, performing highly across all five categories and within each of the four broker segments (Small Independent broker, Large Independent broker, Top 50 broker and Network Member). A positive experience for Brokers was also reflected in the verbatim comments received about Lorega, with many expressing satisfaction with our service.


Neill Johnstone, Managing Director of Lorega said: “Customer service is at the forefront of our culture and our team are passionate about helping our Broker clients and their customers with fast and efficient expert help when they need it. The key is to really listen to and respond to them, that’s our commitment to providing great customer service”.


To find out more about the accolade and Lorega’s commitment to customer service excellence, read the interview with Neill Johnstone in the Insurance Times.

Case study: Lorega reduces impact of business interruption for gastropub.

Case Study: Licensed Trade

Material Damage and Business Interruption claim

Case study: Lorega reduces impact of business interruption for gastropub.

When a major fire broke out in a traditional gastropub, located in London’s West End, it suffered serious damage to its structure and the roof.

Luckily the pub, which dated back to the 1880s, was unaffected by the fire itself, but there was significant damage done by the fire service’s extinguishment water, which entered the pub and restaurant on the ground floor, as well as the kitchen in the basement.

This resulted in the ceiling collapsing and extensive damage to the flooring and the kitchen equipment, including the cookers and extraction system which suffered major damage. The result of this extensive damage meant that the pub was unable to trade, so the owners immediately contacted their insurance broker to find out what could be done under their insurance policy.

As they had Loss Recovery Insurance, Lorega was able to send a Chartered Loss Adjuster to visit the site within 24 hours and instigate drying measures, reviewing the extent of the damage and deciding on a strategy for moving forward. Unfortunately, this was not a straightforward claim and problems arose with regards to the separate buildings insurance arranged by the landlord, who seemed reluctant to instigate works to the flats and roof.  This resulted in subsequent rainwater penetrating the pub, meaning further damage. It transpired that the landlord of the building was submitting a planning application to change the roof and add more flats above the pub, which would result in considerable delays.

Beer Tap Lorega case studyThe Lorega adjuster was able to communicate with the insurers, who ultimately agreed to fund the emergency works needed including a “tin hat” over the building. Although this was not strictly covered under the policy, our adjuster argued that this would reduce the business interruption claim, which would outweigh the cost of the emergency works. This resolved the initial issues with rainwater and allowed proper drying to proceed, meaning agreements could be reached over the internal refurbishment of the pub.

The Lorega adjuster worked side by side with the client to maintain detailed records of any costs incurred and to prepare a full business interruption claim for presentation to the insurer’s loss adjusters. This was a complicated process as many of the staff had been redeployed to other pubs owned by the policyholder, but after considerable negotiation our adjuster was able to agree a sensible mechanism for calculating the loss of profits claim.

The pub reopened, but trade was still affected as works to the flats and roof were ongoing and there was scaffolding across the frontage. Our adjuster obtained agreement to put up temporary signage alongside some initial promotions, and a claim was agreed within the maximum indemnity period.

The pub is now continuing to trade successfully having re-established itself in the local market; both the broker and the policyholder were delighted with the service they received from Lorega.