What Happens if the Queen Calls?

In the world of High Net Worth (HNW) insurance, offering a premium service isn’t just a value-add; it’s an expectation. Almost every insurer, broker, and adjuster operating in this space has some form of dedicated product tailored for wealthy clients. And these clients? They’re not looking for “standard.” They want service that’s exceptional, consistent, and effortless, from the moment they pick up the phone to report a claim to the final return of their restored property.

The bar is high. Really high.

But here’s the rub: while insurers and brokers might be delivering a five-star experience, the supply chain doesn’t always keep up. Too often, HNW clients are handed off to damage management suppliers who treat them like just another customer.

And that’s where the problem lies.

So, what does a damage management partner need to do to truly support a High Net Worth proposition? What should insurers be asking before bringing someone into their client’s home, or even near their art collection?

Let’s break down the rational and emotional characteristics your damage management partner needs to become a true asset in this space.

Define Impeccable. Demand It.

The word “impeccable” gets thrown around a lot. But in the HNW space, it’s got to mean something concrete. Yes, part of this is emotional, how the client feels throughout the process. Do they feel listened to, respected, and valued?

Then there’s the rational side: speed of contact post-FNOL, time to first visit, clarity of communication.

Does your supplier shape their service around your way of working? Or are they just asking your client to conform to theirs?

Process is Good, But is it Flexible?

Process keeps things running. But a rigid process? That’s a deal-breaker in HNW claims.

Can your partner tailor their approach to the client, not just the claim? What’s their escalation process when something doesn’t go as planned? Will they adapt, or are they locked into a flowchart that doesn’t bend?

Dedicated HNW Resource: Do They Have It?

Handling an HNW claim isn’t business-as-usual. It requires empathy, discretion, and a certain finesse.

You need a partner who doesn’t just say they treat HNW claims differently, but proves it. Do they have a dedicated team with the skills and experience to match? Or is it just another claim handler with a fancy title?

Communication That Works for Everyone

In a High Net Worth claim, there are multiple stakeholders: the client, the broker, the adjuster, the estate manager, and possibly even a PA.

Does your partner offer a single, consistent point of contact who can communicate clearly across all levels? Do they have both the people skills and technical know-how to keep everyone informed, without drowning in updates?

Your partner should be a safe pair of hands and, ideally, your new best friend in the field.

KPIS That Matter

No, HNW isn’t a “sausage factory” operation. But that doesn’t mean it shouldn’t be measured.

Client satisfaction should be at the heart of everything. Not just speed or volume, quality of outcome. Are they willing to put client happiness at the centre of their success metrics? Or are they just quoting repair turnaround times?

Final Word

Delivering for High Net Worth clients means going beyond what’s expected. Your partners need to care as much as you do about the service, the detail, the discretion, and the relationship.

If the Queen called tomorrow, would your damage management partner be ready?

That’s the standard. Accept nothing less.

Get in touch with the Polygon Crystal team on 01480 442 301