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 speak to a member of our management team, please see below for details:
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.
Please note that we do not represent and are not responsible for claims relating to policies issued by Brit Syndicates (Syndicate 2987). Enquiries in respect of Brit Syndicates should be made directly to Brit Syndicates and/or Lloyd’s of London.
Making a claim in the UK & Ireland
If you need to claim on a policy issued by RIL which will have been issued under its former trading name, Brit Insurance Limited, please contact us on the most relevant number listed below.
For all motor claims call +44 (0) 800 328 9076.
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:
Brokers or Intermediaries
Please send all requests to our central mailbox at firstname.lastname@example.org
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
161-163 Preston Road
Bulletins d’hospitalisation peuvent être adressés par mail a :
Email : email@example.com
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:
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.
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 1204 (1993 – 1999)
- Westgate Insurance (1981 – 1990)
ELTO Request Form
Please complete the form below in as much detail as possible.
All fields marked with * are mandatory.
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: