The Claims Department

Over the years our Claims department has continued to grow with the development of Acasta, the sourcing of new business, and the creation of new schemes to meet market demand.

The Claims department is headed by Gareth Crosbie, who has 34 years of experience with claims for insurers and MGAs. Gareth has led multi-site teams handling various product lines. To read more on Gareth’s experience, please visit our team’s page.

Here at Acasta, Gareth has responsibility for the claims function across both AEL and AEICL. He has provided insight into the expansion and the ambitions of the Claims team and the underpinning core values of the department.

What are the responsibilities of the Claims Department for Acasta?

The Claims team work directly with our customers, to offer guidance and answer any questions they have on their cover.

“The Claims department is there to provide guidance and assistance to our policyholders, and to pay agreed claims promptly. Insurance is unique. You are paying your premium for a promise. It’s only when you need to claim that that promise becomes material and we’re there to fulfil the promise that the piece of paper makes.

We give all claims fair consideration and strive for a good customer experience.”

The team and what they do

Our Claims team handles each claim with careful and full consideration. Each claim is assessed on a case-by-case basis, and the team is built up of customer-facing experts, that are adept and highly skilled.

Gareth oversees all various components of claims handling and maintains effective communication channels throughout the team. This allows for a successful claims department to be run.

“My job is to ensure the handlers have the resources, time, systems, and processes that allow them to deal with each claim fairly and promptly.

Fundamentally Acasta’s approach to the claims is to try and find a way to pay it. We look at claims under all the different sections of the policies to see if there is a way that we can pay that claim. We’re there to support the customers. We want them to feel they’ve got value for money. We want them to feel as though, the product responded as they anticipated that it would.”
Gareth Crosbie, Head of Claims AEL & AEICL

Our new Claims Team Leader is Corey Green, who has 6 years of experience working in claims. Corey has a patient and efficient way of handling and managing claims. He handles the complex, and sensitive cases we receive, treating each case with professionalism and empathy. Additionally, Corey manages the day-to-day running of the team, allocating and monitoring work, and ensuring all targets are met. To read more about Corey’s experience, visit our team’s page

“Corey has a compassionate way of dealing with things. Corey was perfect for the role, for his empathetic, understanding manner and attention to detail, always wishing to do his best for the customer.”

Gareth Crosbie, Head of Claims AEL & AEICL

We sat down with Corey, to gain his perspective on working for the Claims department.

“My role is to check each claim that the team completes, peer-reviewing each one. This ensures the policyholder is getting a fair outcome of the claim..
I wanted to join Acasta to experience a different type of insurance claim handling and broaden my knowledge. Plus, I like the atmosphere here, it’s a lot more personal. It’s exciting to look into the foreseeable future to see what happens, and what new opportunities come my way. That’s an important intrinsic aspect of managing the team, and the DNA of the company”

Corey Green, Claims Team Leader

One of our most experienced claim handlers is Thomas Heathcote, who joined Acasta after working within Claims for 3 years previously. Thomas has worked in the team for the last 2 years, primarily working with Wedding and GAP insurance claims.

“Predominantly I deal with GAP and Wedding insurance claims and aim to help each client through the process. I’m on the phone a lot, and I keep in contact with the policyholder to make sure they have everything they need.
I treat every claim the same, whilst acknowledging the different types that come in. Everyone’s in different circumstances, especially when it comes to wedding claims. It’s just treating each claimant with respect throughout and with sympathy and empathy. The team is doing a lot of work with Consumer Duty, and with TCF, to always keep standards high. The team here are very supportive of one another, and I’m currently helping train our newest members.”

Thomas Heathcote, Claim Handler

Carla is our Claims Administrator, joining the business in September, and will start her CII qualifications this coming January.

“My job is to handle claims, alongside the administration needs of the team. I help clients by understanding their needs and supporting them if they have any questions or queries. Additionally, if they need help understanding the claim, I assist with this. There is a duty of care towards each customer that I try to maintain. I aim to try to fulfil the claim as soon as possible and put the customers’ needs first.”

Carla Shepherd, Claims Administrator

 The values and ethos of the Claims Department

What are the values and the ethos of the department?

“Treat others how you want to be treated.  Keep your promises.  Deliver for your customer.”

Gareth Crosbie, Head of Claims AEL & AEICL