+44 020 7767 3070 info@lorega.com

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”.


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

Case Study: Licensed Trade

Material Damage and Business Interruption claim

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.

Cycle ride from London to Paris

London to Paris Charity Cycle Ride

Raising money for two very worthwhile charities.

Members of the Lorega team, set off from our office in London to cycle to the Eiffel Tower in Paris – 300 miles over four days, in aid of charity.

None of us had ridden this distance before and most last rode bikes with stabilisers. Needless to say, this was a daunting task but was all in a good cause.

Our chosen Charity partners

The ride raised funds for two very worthwhile charities, Marie Curie and First Stop Darlington, both charities which have a special resonance with members of the team here at Lorega.

Marie Curie give free care and support to people living with any terminal illness and their families, bringing light in the darkest hours.  The incredible nurses volunteer their own time to work closely with the NHS to provide this much needed support.

First Stop Darlington is a charity based in the North East of England working actively on the prevention of homeless, as well as providing a listening ear and support for those who are experiencing poverty, distress and social exclusion. In 2012 the charity set up a social enterprise and shop, Bike Stop, where the skilled team and their beneficiaries fix donated bikes to resell and provide a highly valued customer maintenance service.

If you would like to make a donation to these fantastic causes, then please click here.  

Meet the team

Some of the Lorega team taking part in this gruelling ride talk about their thoughts on the ride:

Neill Johnstone

Neill Johnstone


Tell us about your bike.
Bike is a Boardman carbon road bike, nicknamed “Gustave”

How you see your role in the ride?
Responsibility for rehydration and nutrition!!

Why are you’re excited to do the bike ride and what are you looking forward to?
It will be great to do four consecutive days of strenuous exercise and really test this old body frame of mine! I’m looking forward to the end of each day and to relaxing with a glass of fine French wine, a plate of escargot, all in the company of good friends and colleagues.

What do you think the hardest part will be and what are you not looking forward to?
Definitely the training and trying to drink less beer during the summer!

Amii Freeman

Amii Freeman

Underwriting Assistant and Systems Development Co-ordinator

Tell us about your bike.
Cinelli Saetta Radical. Nickname Nelly

How you see your role in the ride?

Why are you’re excited to do the bike ride and what are you looking forward to?
I’m excited to see how much we can raise for 2 amazing causes. On the ride, I am looking forward to riding as a team and how we can push each other to keep up the pace and get up the hills.

What do you think the hardest part will be and what are you not looking forward to?
Hardest part will be starting again when I’m already aching and being social when I’m not a morning person.

Geoff Raikes

Geoff Raikes

Financial Controller

Tell us about your bike.
It’s a Look. The frame and forks are probably older than half the team, and the rest of it is a mish-mash of second hand / bargain bin parts lovingly assembled and hand tuned by me.

How you see your role in the ride?
I expect to spend a lot of time at the front of the group, navigating and leading the peloton.

Why are you’re excited to do the bike ride and what are you looking forward to?
I’m looking forward to hills! Climbs to test our resolve, and descents to test our nerves… and refuelling with friends afterwards.

What do you think the hardest part will be and what are you not looking forward to?
Getting going again in the mornings when my legs will still feel empty from the day before.

Lee Bennett

Lee Bennett

Director of Operations

Tell us about your bike.

How you see your role in the ride?

Why are you’re excited to do the bike ride and what are you looking forward to?

What do you think the hardest part will be and what are you not looking forward to?
Actually riding the bike.

Andy Mintern

Andy Mintern

Finance & Commercial Director

Tell us about your bike.
Well I’m driving the van!

How you see your role in the ride?

Carrying all the spare parts!

Why are you’re excited to do the bike ride and what are you looking forward to?
Driving in France

What do you think the hardest part will be and what are you not looking forward to?
Keeping up with them!

David Niman

David Niman

Management Accountant

Tell us about your bike.
Giant, the Davemobile.

How you see your role in the ride?
Head of “Facts”, whatever that entails.

Why are you’re excited to do the bike ride and what are you looking forward to?
To live my dream of pretending to be in the Tour de France.

What do you think the hardest part will be and what are you not looking forward to?
I think the hardest part will be the brutal hill we have on the end of the first day.

Lorega expands cyber offerings to support SMEs with low-cost crisis response solution

Lorega expands cyber offerings to support SMEs with low-cost crisis response solution

Press Release: Lorega Launches Cyber 10

Expanding our cyber offerings to support SMEs with low-cost crisis response solution

Lorega Limited (Lorega) have expanded their range of SME assistance products with a new low-cost cyber product, offering SMEs a stand-alone expert telephone helpline to support businesses following data breaches or cyber-attacks.

Cyber 10 offers 10 hours of crisis response, incident management, and investigation and restoration telephone advice from Lorega’s Cyber Emergency Response Team (CERT), upon discovery of a cyber attack or data breach. The CERT is operated by Agenci, a leading international cyber security consultancy, ensuring SMEs and VSMEs have the expert advice they need to get back on their feet as quickly as possible following an incident.

Cyber 10 builds on Lorega’s existing Cyber Recovery product, but is able to offer a lower cost solution to SME businesses, stripping out the additional cost of indemnity cover, by offering advice when it is needed most. It has been designed as a simple policy for businesses who understand the risk of cyber attacks and the likelihood of an incident occurring but cannot afford the high premiums quoted for many cyber insurance policies.


SMEs are increasingly at risk of a cyber-attack, but often find it difficult to understand the cover and pay the cost for an indemnity based insurance product. We wanted to offer an alternative, affordable solution which provides reassurance – expert help at the other end of the telephone in the event of a cyber incident.

Neill Johnstone

Managing Director, Lorega Ltd

Customer feedback

“From the start, Lorega offered me total reassurance"

"Thank you, you were a great help and made sure I claimed for everything I was entitled to. Could not have done it without you”

“Your support and input was excellent”

Lorega launches building surveying service to streamline property claims reinstatement process

Lorega launches building surveying service to streamline property claims reinstatement process

Press Release: Introducing Lorega Surveying Services

Lorega Limited (Lorega) continues to broaden its policyholder services with the launch of a dedicated building surveying service – designed to help policyholders to manage property reinstatement in the event of a claim.

Most home and business property insurance will include the cost of surveyors’ and engineers’ fees needed to restore or replace property in the event of fire or other damage. Usually the policyholder is left with the problem of identifying and appointing the professionals needed to oversee and administer the work.

Lorega’s new Surveying Services will be managed by Lorega Solutions Limited, Lorega’s Chartered Loss Adjusting company, to provide the policyholder with access to expert Chartered Surveyors, with the necessary experience and expertise to help the policyholder through the process. The Surveyor will work alongside the Chartered Loss Adjuster appointed by Lorega, on behalf of the policyholder, to prepare and present the claim by obtaining quotes for building work, and then managing the reinstatement process.

Offering access to professional surveying support at the outset of the claims process removes the burden from claimants to source quotes and find a suitably experienced surveyor to manage reinstatement. The launch of Lorega Building Surveying Services enhances our suite of Expert Services for policyholders and demonstrates our overall commitment to providing expert help to minimise the impact, costs and disruption of a property damage claim. Angus Tucker

Managing Director, Lorega Solutions

Customer feedback

“From the start, Lorega offered me total reassurance"

"Thank you, you were a great help and made sure I claimed for everything I was entitled to. Could not have done it without you”

“Your support and input was excellent”

Global Risks Report from World Economic Forum says cyber defences are being tested

Global Risks Report from World Economic Forum says cyber defences are being tested

Global Risks Report from World Economic Forum says cyber defences are being tested

World Economic Forum logoThe World Economic Forum (WEF) published their 2018 Global Risks Report last week, which showed that concern for cybersecurity risks has jumped this year, despite respondents in previous years showing optimism towards technological risks.

Both cyber attacks and data fraud appear in the top five global risks by perceived likelihood, most likely because of the increasing prevalence and disruptive potential for cyber attacks. The report stated that cyber breaches reported by businesses have almost doubled in five years, from 68 per business in 2012 to 130 per business in 2017, and incidents that would once have been considered extraordinary are becoming more and more commonplace.

There are multiple factors at play which are contributing towards the increasing cyber risks, including, but certainly not limited to;  the resurgence of ‘dark net’ markets, increasing use and reliance on cloud services, and the persistence of cyber criminals to create and execute large scale cyber attacks. For example, the report states that in 2016 alone there were 357 million new malware variants released, and that in 2017 the average DDoS (Distributed Denial of Service) target was” likely to be hit 32 times over a three-month period”.

Not only are companies at risk of major disruption due to cybersecurity risks, but can be exposed to rising financial . WEF estimate that cybercrime will cost businesses US$8 trillion over the next five years, and the annual cost of responding to cyberattacks is said to be £11.7 million per company according to the Accenture 2017 ‘Cost of Cyber Crime’ study. According to the Global Risk Report, ransomware was one of the most costly forms of cyber crime in 2017, which locks targets out of their data and demands a ransom in return for restoring access.

Increase in Ransomware attacks.

“Ransomware attacks accounted for 64% of all malicious emails sent between July and September last year, affecting double the number of businesses compared with 2016” stated the report. Perhaps the most high-profile of ransomware experienced in the UK last year was the “WannaCry attack”, which hit the headlines after affected 300,000 computers across 150 countries. One of the more notable WannaCry victims of the attack was the NHS, with 81 out of the 236 trusts across England affected, alongside a further 603 primary care and other NHS organisations, according to the National Auditing office.

What is alarming, apart from the financial cost of the WannaCry attack, that it “illustrated a growing trend of using cyberattacks to target critical infrastructure and strategic industrial sectors, raising fears that, in a worst case scenario, attackers could trigger a breakdown in the systems that keep societies functioning.” The report goes on to state that many such attacks are thought to be state sponsored.

In Summary – heightened vulnerability to attacks

The Global Risks Report believes that risks are increasing – not necessarily because of increasing successful attacks on critical and strategic systems – but due to the” combination of isolated successes with a growing list of attempted attack”; an increasing worldwide interconnectedness and pace means our vulnerability to attacks is heightened.

To find out more, a copy of the full report can be found here.

Customer feedback

“From the start, Lorega offered me total reassurance"

"Thank you, you were a great help and made sure I claimed for everything I was entitled to. Could not have done it without you”

“Your support and input was excellent”

Winter insurance claims – 20 tips to mitigate losses after flood or storm damage

Winter insurance claims – 20 tips to mitigate losses after flood or storm damage

When your business has experienced a flood or storm, it’s often difficult to know what you need to do, and equally what you shouldn’t do, in order to mitigate the loss and reduce the risk to your business.

Angus Tucker, Chartered Loss Adjuster and Managing Director of Lorega Solutions has written up this helpful list, with easy tips and advice to follow in the event of a flood or storm.

1. Are services, such as electricity, gas and water, still operating?

If not, check the reason for this with the utility company, and obtain an estimate of reinstatement of supply.

2. If services are still on, is there a threat from these?

For example, if a property is flooded, should the power be turned off at the mains to prevent short circuits and a possible fire?

3. Act as if you're uninsured

Make urgent decisions on basis of what is best for the business and what is critical for business survival, not on the basis of what insurers may perhaps want.

4. Take photographs of the damage – the more the better.

This will assist in identifying the extent of damage for an insurance claim down the line, as memories can fade and become blurred.

5. If possible, move undamaged stock and equipment higher up out of reach of potential rising flood water

If in two storey premises, move whatever possible from the ground floor to the first floor.

6. In any event, move undamaged goods/stock away from damaged goods/stock

This will help to prevent contamination.

7. If perishable stock, especially foodstuff and similar, has been saturated, try to dispose of before it becomes health hazard.

Ensure it is correctly recorded and photographed as it is disposed of.

8. If you're uncertain regarding your position on the possible health risks of damaged stock/goods, and whether it is salvageable or not, seek immediate advice from the local Environmental Health officer.

They will inspect and issue certificates for condemned goods. Find your local Environmental Health Officer here.

9. Take what necessary immediate measures are possible for mopping up.

Do not wait for someone to give permission!

10. Ensure there is plenty of ventilation to the premises

This can help to prevent possible mould growth.

11. If necessary, contact specialist damage management drying and cleaning companies to attend asap and assist with pumping out of water and drying premises.

Details can be obtained from the British Damage Management Association (BDMA) – 07000 843 236.

12. Do not dispose of anything that may be salvageable.

Try to store this separately, and do obtain assistance from a specialist damage management company.

13. If the premises are now uninhabitable and will be left unattended, secure them.

This will prevent further loss or damage.

14. If you are a tenant, contact your landlord, via the managing agents if appropriate, as soon as possible to advise of the position and request they take necessary immediate action.

You cannot start to recover your business until the building you trade from has been dried and repaired.

15. If the premises are uninhabitable, try to locate suitable local alternative premises, if possible.

You will be able to continue temporary trading from these.

16. Try to reallocate internal resources from unaffected areas of the business.

This may help you to maintain future sales.

17. Contact customers to advise them of the position, especially where immediate supply of promised orders is affected and now no longer possible.

You should seek to reassure them of a longer term position.

17. Prioritise those customers key to business, as initial recovery of business proceeds.

19. Create a separate cost code in the accounts specific to the flood/storm damage and allocate all related expenditure to this code.

This will make it easier to track costs later when insurance claim if being agreed. This is especially important for any additional expenditure incurred to maintain the business.

20. Contact your insurance broker (or insurer if there is no broker) as soon as possible.

They will be able to either provide advice or point you in the right direction for specialist advice.

If you have a loss recovery insurance policy, you’ll have a chartered loss adjuster on hand the manage the insurance claim and advise on how to mitigate losses from the start. To find out more about this, click here.


Watch the webinar

Angus talked brokers through some winter weather advice on this webinar. Watch now.

Brokers vote Lorega number one for commercial lines service

We’re delighted to announce that, for the second year running, we have been voted number one for broker satisfaction in commercial lines, in the annual Insurance Times Broker Service Survey – ahead of the industry’s larger insurance brands.

This is a tremendous honour and we are very grateful for all of you who took the time to respond to the survey.  To maintain the position for a second year makes us even more determined to enhance the level of service we provide.

In the last year we have continued to build on the service we provide to you and your clients with:

  • further enhancements to our award winning online trading system, including a 24/7 FNOL claims service and improved visibility of branch performance
  • automated, real time online finance features
  • introduction of the REG TOBA system to improve the efficiency of binder management
  • free training and technical updates using webinars and other material
  • the launch of new assistance products, including Cyber Recovery and HSE Recovery

The results of our own customer satisfaction surveys following a claim show that over 92% of all respondents are delighted with the level of service Lorega provides and would recommend it to others.

If  you would like any more information about any of our products or how to work with us in the future, please feel free to contact us here.

To find out more about the award, read the interview with Neill Johnstone in the Insurance Times.

New FNOL claims facility now available on Lorega Online

FNOL is the newest exciting feature to be added to the Lorega Online Quote & Buy platform.

It allows brokers who have access to our online system to submit a claim efficiently and effectively online, 24/7, without needing to ring us on our claims number or fill in a claims notification form. FNOL enables the broker to easily provide extensive information in relation to the claim, and to upload policy documents such as underlying policy wordings. Claims can be referred immediately if the date of loss is outside of Lorega’s notification period of 14 days.

Once the broker has completed the claim submission online, the Lorega claims department will be notified immediately. The claims department will check over the details and appoint a loss adjuster.

How to access the FNOL facility

If you’d like access to our FNOL facility switched on for your brokerage, just get in touch with us and a member of team will arrange this for you straight away.


lorega claims notification FNOL button
lorega claims notification FNOL form

Other ways to submit a claim

Brokers can also email the claims department with a copy of one of our claims notification forms, which can be downloaded on our website. You can also ring us 24/7 on 020 7767 3070.

New survey shows insurer’s claims service still lags behind SME customer expectations.

New survey shows insurer’s claims service still lags behind SME customer expectations.

According to a our recent independent survey of SME insurance customers, there remains a clear gap between the experiences and expectations of SMEs in the UK* when it comes to making a commercial insurance claim.

Despite the growing appetite and interest in SME insurance products and distribution opportunities, our survey found the experiences of those making claims were still lacking.

A snapshot of the numbers:

  • Nearly 70% of SMEs say interim and final claims amounts not agreed promptly
  • 6 out 10 SMEs received no advice on loss mitigation as part of the claims process
  • Only 16% of businesses had a loss adjuster visit with 24 hours of reporting a claim
  • Close to 60% of SMEs had no regular communication from their insurer on claim progress
  • Over half of SMEs got no explanation of claims responsibilities


For SMEs who had made a claim of over £5,000 in the last two years, their experiences revealed insurers still have some way to go to address the concerns highlighted in the Financial Conduct Authority’s thematic review on SME claims published in 2015.


When asked about the support received, only half of the SMEs (56%) said they had received advice and support in preparing the claim. 57% of respondents said they did not have regular communication from their insurer on the progress of their claim.


53% said they were given no explanation of who was responsible for their claim and the same percentage said they were provided with no information on their cover and claim coverage. When it came to claim settlement, nearly 70% indicated their insurance company or its loss adjuster did not agree interim and final claims amounts promptly.


When asked to what extent their insurance company and its loss adjuster understood the impact of the loss on the business, over half of SMEs said they only understood somewhat or partially. Just under 6% said they did not understand at all.


The results of those who made a claim contrasted with what many SMEs expected their insurer to provide.


SMEs surveyed who had not made a claim, had clear views on the most important aspects they would expect to receive as part of the claims service. At the top of the list was for their insurer to provide regular communication on the claim’s progress. This was closely followed by advice and support in preparing a claim and prompt agreement of interim and final claims settlements.


Expectations around receiving information on cover and which sections might be relevant for the type of claim being made and guidance from their insurer on how to mitigate the impact of the loss on their business also featured highly amongst SMEs.


Commenting on the survey results, Neill Johnstone, managing director of Lorega, said:


While the development and distribution of insurance products for SMEs continues to evolve, our survey indicates there remain challenges in the servicing and support available when SMEs call on the policy in the event of a claim.

“The foundation of our business model was to provide policyholders with access to claims expertise; enhancing the service they received when it came to making and settling claims. The results of our survey reveal that this approach is more relevant and necessary than ever before.

“The survey reflects a number of findings from the FCA’s thematic review on the handling of insurance claims for SMEs which was published over two years go. It’s clear that the industry needs to take a more holistic approach to supporting SMEs who suffer claims of £5,000 and over, developing covers that include a responsive claims services with access to professional support and expertise, to ensure the trading and financial impact on SMEs is kept to a minimum.”

* Lorega’s research was conducted by Censuswide, with 250 SME business owners between 19.04.2017 – 24.04.2017. Censuswide abide by and employ members of the Market Research Society which is based on the ESOMAR principles.



How can we help?

When you are running a business, in the event that you need to make insurance claims following a loss, you need to have the confidence it is going to be sorted quickly.

Loss Recovery Insurance – For Businesses is an insurance policy which provides the policyholder with unlimited advice from one of our expert loss adjusters, to help you prepare, negotiate and settle a material damage or business interruption claim.

Acting independently of your insurance company, to help you achieve the fairest and fastest settlement possible under your insurance cover. We have a nationwide network of expert loss adjusters who respond promptly on notification and will visit you within the first 24 hours.

We have more than 25 years of experience in helping policyholders with their insurance claims, giving you peace of mind when you need it most.