Our claims promise from Liberty Specialty Markets

We believe that claims adds more value than just processing and payments, it’s about understanding our clients, brokers and markets in order to meet the wider needs and expectations of each specific industry and policy requirement.

We pursue a higher standard to ensure consistent and exceptional service across the entirety of your policy lifespan. Not only can you access outstanding technical expertise you also get a product service built around trust and dependability.

Our approach is rooted in partnership, which offers continuity and assurance in a changing world.

How our team is 'Raising the Bar'...

By paying valid claims quickly and reliably

We have an exceptional team on hand to make your claims experience straightforward.

By being one globally and locally integrated team

Our claims teams are seamlessly integrated, not only with each other but with our Underwriters, Actuaries, Treasury, Risk Engineers, TPAs and other departments. By working as one cohesive unit, we ensure that our clients and brokers receive comprehensive support at every stage of the relationship.

By acting decisively when it matters

You will be supported by our claims experts who have access to world-class tools and services on a global scale. Each handler is truly empowered to make decisions. This enables us to act swiftly and decisively when it matters most, ensuring prompt and effective resolution of claims.

By going the extra mile

We go the extra mile to provide exceptional service. In addition to our claims expertise, we offer a wide range of services, including risk prevention measures, that bring significant additional value to our client and broker relationships.

Explore our Claims + page

Meet the Claims leadership team

Our claims team members have high authority so they can make decisions locally in the interest of your claim.

Find a Claims contact

Mike Gillett

Chief Claims Officer, Liberty International Insurance

London

Phone:+44 (0)20 3758 1118 Mobile:+44 (0)7747 791 478

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Zara Ismail

Head of Client & Broker Distribution – Claims

London

Mobile:+44 (0)7585 564 130

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Renske Franken

Head of Claims Continental Europe

The Hague

Phone:+31 (0)70 302 8657 Mobile:+31 (0)6 15 51 08 38

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Robert Mercer

Head of Claims - Asia Pacific

Sydney

Francisco Javier Guardia

Head of Claims, Latin America and US

Miami

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Sarah Howell

Head of First Party Claims

London

Mobile:+44 (0)7483 073309

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Lindsay Loft

Global Head of Claims Operations

London

Phone:+442037581332 Mobile:+44 7890 627026

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Our award winning team

2026

Gracechurch Service Quality Marque (SQM)

Awarded to LSM, Claims

The SQM is awarded annually to claims teams who have been rated as having c...

2025

LMA Claims Awards Winners - Rising Star 2025

Awarded to James Duffus

The Lloyd’s Market Association (LMA) considered service delivery, leadershi...

2025

Gracechurch Service Quality Marque (SQM)

Awarded to LSM, Claims

The SQM is awarded annually to claims teams who have been rated as having c...

2024

Brokers on Insurers survey by Insurance Business Australia - 2024

Awarded to Liberty Specialty Markets, Australia

We are proud to be recognised as a leading insurer, as an acknowledgement o...

“Excellent claims philosophy, client centric approach, easy access to decision makers and dedicated handlers.”

Broker, UK

"The time frame that you have turned this around in is quite exceptional and I will be using you as an example next time I am complaining to (other) insurers about their constant hold-ups in paying claims."

Broker, Australia

“Liberty's claims service is always first class and the adjusters on the claims are always approachable for discussions as well as always being fair in the adjustment”

Broker, Worldwide