Welcome to Castelan’s exclusive claims and service centre

If one of your customers ever needs to make a claim, the whole transaction will be handled by the Castelan Group’s own, UK based claims and service centre. Within its spacious air conditioned environment we have dedicated teams who provide end to end management for every aspect of claims handling and administration.

Total customer care

Talk to anyone in our claims and service centre and they will tell you that being part of Castelan is a career not a job. Most of our claim handlers have been with us for many years and are expert in the process of claims management and the products we represent.

A Castelan claim handler can be relied on to take ownership of the claims they manage and deal with each customer interaction in a calm, efficient and friendly manner.

Dedicated well trained teams

Our people work in teams dedicated to a particular client or aspect of our business. For instance we have separate specialist teams handling furniture and electrical goods claims.

Each member of every team receives training to ensure they are familiar with the products they will be talking to customers about. Plus, as a back-up, each team has a high level expert who can be called on immediately for support.

Sophisticated easy to use technology

The cornerstone of Castelan process efficiency is our bespoke IT system. If one of your customers calls to make a claim, our claim handler can instantly pull up the details and respond accurately and personally. Similarly, with more than 40% of claims nowadays being made online, the system is structured to flag up new claims received so that the relevant claim handler can straightaway begin the response activities.

Wide-ranging IT compatibility

A key feature of the Castelan IT system is that it has been designed for compatibility and can interact with most other business systems in common use today. This enables trouble free integration with systems operated by our clients and allows the secure exchange of data, management information and field service communications.

Reassuringly secure and compliant

The Castelan IT system has extremely sophisticated security to prevent unauthorised access. We are meticulous in upholding the requirements of Data Protection legislation and we operate to FSA compliance standards.