The TPA engine: manage, repair, restore.
Three operations that usually sit with three suppliers, run as one instruction with one file and one line of accountability. Instruct the whole engine, or the part your claims function is missing.
Every handover between an administrator, a mitigation contractor and a builder is a place where a claim waits, a cost is duplicated or a decision goes unrecorded. Remove the handovers and the file keeps moving.
Manage
Your claims function, extended. Not replaced.
We handle commercial property claims in your name and inside the authority you delegate. That starts with the notification. Digital intake is open 24 hours a day, 365 days a year, and every submission is validated against your claim and insurer references before a file is opened. Duplicates, risks that sit outside the scheme and missing policy details are caught at the door, not on site.
From there a desktop file handler takes ownership. They audit the file against the policy terms, test the reserve against the priced scope, challenge contractor rates line by line and refer anything outside authority back to you with the evidence attached. Coverage decisions stay with you or the decision-maker you authorise. Our job is to make that decision fast, informed and recorded.
The policyholder hears from one named handler throughout. Access constraints, occupancy and any additional support needs are recorded at first contact and shape how every visit and every phase of work is arranged.
What is included
- Third-party administration under delegated authority
- Digital claims intake and reference validation, 24/7/365
- Desktop file auditing of cover, cause, quantum and reserve
- Compliance logs: who acted, when, and under what authority
- Policyholder contact and support-needs handling
- Management information for bordereaux and audits
What your team receives
A decision-ready file: validated notification, priced scope, authority trail and a clear recommendation.
What is included
- Leak detection, with source, route and moisture readings tracked on the file
- Water extraction, structural drying and monitoring to a documented dry standard
- Make-safe: isolation, boarding, propping and temporary weathering
- Site-stabilisation crews dispatched by region
- Photographic evidence before, during and after
- Phasing around occupiers to limit business interruption
What your team receives
A stabilised site, and a mitigation report that supports the reserve.
Repair
Stop the loss before you price the repair.
The cost of a water claim is set in its first days: how long the leak runs, how far moisture travels and how long the tenant is out. We deploy non-invasive leak detection that locates the source without opening up more of the building than the evidence requires. Every reading is logged against the claim, so the cause is documented and never assumed.
Commercial mitigation follows immediately. Water is extracted, services are isolated, the structure is dried under monitoring and the building is boarded, propped or weathered as the damage demands. Fire, storm and impact losses get the same treatment: make it safe, stop it spreading, record what was found.
The stabilisation network is organised by region. The crew that is sent is one that can reach the site, holds the right access permits and knows how to work around tenants who are still trading.
Restore
Rebuilt to the approved scope. Guaranteed in writing.
Reinstatement is where a claim is finally judged, by the person who walks back into the building. We manage full structural repair, from foundations, masonry and steel through roofs, facades and services to the last coat of paint, using trades vetted for the building type and the scale of the loss.
Large losses and multi-site portfolios run as programmes, not jobs: one project lead, one schedule, phased handovers and a cost report you can reconcile against the reserve every week. When further damage is uncovered, it is photographed, priced as a variation and authorised before anyone builds it.
Every completed reinstatement is inspected, signed off and issued with a workmanship guarantee. The file then closes with the approved scope, the variations, the completion evidence and the guarantee held together in one record.
What is included
- Full structural brick-and-mortar reinstatement
- Large-loss and portfolio restoration programmes
- Construction-phase health and safety managed on site
- Variations priced and authorised before they are built
- Completion evidence: photographs, certificates and sign-off
- A workmanship guarantee on completed works
What your team receives
A reinstated building, a closed file and a guarantee in writing.
Every action leaves a line in the log.
Auditors do not ask whether the right thing happened. They ask whether you can show it. The compliance log records each step on a file with the time, the person and the authority it was taken under.
Nothing is edited after the fact and nothing is kept in an inbox. When the file closes, the log is exported with it, in a format your governance team can read without a login.
Compliance log
Specimen file, illustrative entries
- 09:14:02Notification received and validated against claim and insurer referencesDigital intake
- 09:14:18File opened, acknowledged to the notifier, handler assignedHandler
- 09:52:40Desktop audit complete: policy terms checked, loss within delegated authorityDelegated authority
- 10:05:11Stabilisation crew instructed for make-safe and leak detectionHandler
- 13:20:37Leak source located at level 3 riser, moisture readings attachedSite crew
- Day 2Reinstatement scope priced; exceeds delegated authority, referred with evidenceReferred to insurer
- Day 2Approval recorded, works instructed to the approved scopeInsurer approval
Questions a claims director asks first.
Who decides whether a claim is covered?
You do, or the decision-maker you authorise. We validate, assess and recommend inside the delegated authority you set, and we refer anything beyond it with the evidence attached. An assessment is never a confirmation of cover.
What happens when more damage is found during the works?
The finding is photographed, priced as a variation and sent for approval. No additional work is instructed until that authority is recorded on the file, so the final account never contains a line you have not already seen.
Can we instruct one part of the engine without the others?
Yes. Instruct administration alone, or stabilisation and reinstatement on files you handle in-house. The file structure, the compliance log and the reporting are the same whichever parts you use.
What reporting will we receive?
Management information by claim, peril, building, contractor and period: response times, lifecycle, reserve against spend and open authorities. Formats are agreed at onboarding so the data fits your bordereaux without rework.
How are policyholders and tenants kept informed?
One named handler explains what is happening, what is needed and which decisions are outstanding at each stage. Access, occupancy and additional support needs are recorded at first contact and carried through to the site teams.
How do we start?
With one instruction. Send a loss through the notification portal with your claim and insurer references, and judge the response, the scope and the file for yourself before committing a scheme.