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 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.”

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.