This article was produced in partnership with First Onsite.
Water damage is one of the most common and costly issues property insureds face. Whether it's a small leak under the sink or a major flood from a burst pipe, the impact of water damage can be severe, leading to expensive repairs.
The first few hours of a property claim can be critical, which is why experts recommend taking immediate action to prevent further losses. But often, there’s a waiting game that leaves insureds vulnerable, with damage worsening as they remain in limbo.
“Usually when a claim happens, it’s an after-hours emergency,” said Asima Zahid, SVP of national brokers and Lloyd’s at First Onsite. “The client has to wait till the insurance company can determine coverage.”
To address this gap, First Onsite has launched the White Glove Program, for those parties who sign up for their 24-hour service program, an innovative scheme exclusively for Canadian cover holders, third-party administrators (TPAs), and managing general agents (MGAs) with existing contracts with any Lloyd’s syndicates underwriting property in Canada.
“One of the major advantages of this program is that clients do not have to wait for a coverage determination before receiving service,” said Zahid. “The usual waiting period, where coverage is uncertain, is eliminated.”
The White Glove Program is designed to provide immediate on-site mitigation for insureds even when there is uncertainty regarding coverage, such as whether the insurance carrier will cover the loss or if the policy wording is in question. The service allows immediate action to protect the property and minimize losses.
Under the program, First Onsite will respond immediately to mitigate the loss. Should it later be determined that there is no coverage, the company absorbs the mitigation cost, meaning the client will not receive a bill.
“This approach ensures that clients feel valued and prioritized,” said Zahid. For brokers, being part of the White Glove Program reinforces their value proposition. Their clients experience premium service, which helps brokers build trust and retention. The insured can also opt to hire First Onsite to continue the mitigation at a cost directly to them.
Additionally, First Onsite’s service delivery model is backed by an innovative IT platform that leverages data analysis to enhance execution and reduce downtime to achieve exceptional cycle time results. Claims cycle time reductions increase your customer satisfaction, improve your business retention and reduce claim costs.
The White Glove Program revolutionizes claims response by eliminating delays, reducing claims costs, and increasing client satisfaction for insurers and brokers. By acting swiftly and absorbing mitigation costs when coverage is denied, First Onsite offers a smarter, faster way to address property losses.
The financial benefits are just as compelling for carriers. The longer a loss sits unmitigated, the higher the claim cost. The White Glove Program cuts these costs by ensuring losses are controlled immediately.
Take a water damage claim, for example. In this case, First Onsite would arrive on-site to stop the leak and mitigate further damage. “Consider the impact of a pipe leaking for 24 hours versus stopping the leak within two hours,” said Zahid. The financial consideration of a loss can be reduced up to 20 – 30%.
First Onsite works with brokers, managing general agents (MGAs), and third-party administrators (TPAs) to develop a customized emergency response plan that aligns with their needs. With a fully scalable team, cutting-edge reporting, ESG-compliant solutions, and robust safety program and practices, First Onsite aims to position itself as an indispensable resource for Lloyd’s market participants in Canada.
For brokers, the White Glove Program isn’t just about claims mitigation; it’s about reclaiming influence in the claims process.
