FOI Request - Insurance Claims Timescales

Request 101003822365

1. I would like to know the timescale the Moray Council aims for in resolving completely insurance claims, where the council is not contesting liability.

2. I would like to know the mean average time it takes to resolve completely insurance claims, where the council is not contesting liability.

These times referred to are from the claimants form being first submitted to any department in the council and the compete resolution of the claim. I do not want just the times starting from the time that the insurance department receives the claim. I am looking from the claimants perspective how long does it take for their claim to be resolved.  

Response 13-08-2025

1. Our internal targets are:
24 hours for departments to report accidents to Fleet.
24 hours for Fleet to report claims to the insurer, copying in Finance, once received. Departments are asked to report any vehicle or plant accidents to Fleet within 24 hours of the incident. However, delays in receiving these reports, sometimes up to a week or more, can impact the overall timeline for processing claims.

Please note, all insurance claims are sent to the Councils insurers, Zurich Municipal, to deal with on our behalf and determine liability, and they should be contacted directly for their own timescales. The insurance team aims to send all claims to the insurers within 5 days of being received from the relevant department.

2. Not held. Actual average information on the average time it takes to resolve completely insurance claims is not held. Information that is not held falls under Section 17 of the Freedom of Information (Scotland) Act 2002 - Information not held.

 All claims are sent to our insurers to deal with on our behalf, and they should be contacted directly for actual average times.
[am I right in thinking that actual average information on 'the mean average time it takes to resolve completely insurance claims' is not held? -  IH]