About CSA

Claims Settlement Agencies Limited was established in 1990. We are an independent company providing specialist third party administrative services to the travel insurance industry.

Being independent allows us to operate freely without influence across a wide ranging client base proving us with an excellent insight and overview of the market place. Our clients include insurance companies, Lloyds underwriters, underwriting agencies and insurance brokers with whom we value and enjoy long term mutually beneficial business partnerships. As dedicated professional and experts in our field we take great pride and care in providing an excellent customer experience and delivering a professional service at all times.

Considerable investment in web enabled IT systems is a key part of our business strategy. Our tailored technology enables direct interaction with the customer leading to a more efficient claims handling service. It also allows analysis of our own key performance indicators and the provision of essential detailed management information to our clients.

Claims Settlement Agencies Limited

Registered office: 12 Hemet Row, London, EC1V 3QJ

Registered in England and Wales No. 2558156

Authorised and regulated by the Financial Conduct Authority. FRN: 309264


CSA believes that a proactive approach, investment in people and technology, as well as understanding the needs of our clients will result in recognition and reward for all parties. CSA is driven by experienced staff, documented internal monitoring and assessments, complimented by external client audit controls to ensure optimum performance.

  • Cost Control - Proactive steps are taken to minimise the risk of claims leakage with consistent leakage rates found to be well below 1% when undertaken by independent auditors.
  • Fraud - Every claim is subjected to a robust anti fraud process which results in a full investigation if required.
  • Recoveries - An important focus in both identification and pursuit.
  • Reserves - Checked on a monthly basis ensuring old reserves do not remain on MI thereby distorting loss ratios.
  • Specialist Projects - Reactive to situations such as adverse weather/ ash cloud etc by providing meaningful MI and a dedicated claims team.
  • Complaints - Full breakdown of all complaints available for analysis.
  • Contracts – CSA offer Back up Volume Claims & Contract Run off services.
  • Reporting  - Our Claims Management systems are recognised as being some of the best in the market.

Due to the ever evolving and challenging market place, CSA is always looking at innovative solutions to maintain and build upon its existing business such as ground-breaking technological solutions eCLAIMS.

eClaims is an electronic claims information collection and processing system. The web based system can be plugged into an existing claims system and will allow either a ‘tele-claim’ (where the claimant is on the telephone) or ‘online’ where the claimant is able to login online to answer a set of questions relating to their claim. The answers to the questions will then be automatically assessed and an immediate decision made by the system knowledgebase whether to (a) settle the claim for a certain amount, (b) investigate the claim further or (c) decline the claim.

A number of different question sets can be developed for the different types of claim the claims handler have to deal with. These question sets can be tailored to fit the specific requirements of the scheme and amended on a regular basis ensuring the decision process is optimised.

  • Management Information - unprecedented levels meaningful MI.
  • Consistency - Consistent claims handling to demonstrate TCF.
  • Fraud - Reduction in fraud due to the improved fraud detection procedures.
  • Flexible - Underwriter/Client can set scheme specific parameters (if required).
  • Speed - Improved customer journey including faster claim resolution.


CSA are authorised and regulated by the Financial Conduct Authority. We provide the following policy fulfilment services.

  • Fulfilment services - Undertaken both using in-house computer systems or third party systems.
  • Policy Types – Travel, and Warranty insurance sales/support (motor/household).

To ensure our staff are compliant with the FCA and Data Protection requirements, our processes are scripted and regularly reviewed. Call monitoring is performed on a regular basis ensuring staff performance and accuracy. Management of policy sales is proactive and ‘hands on’, enabling CSA to offer bespoke solutions to all of its clients, supported by pertinent MI.



CSA have invested heavily in modern, robust systems and have a versatile telecoms system that allows effective call management and personalised solutions. Our team of experienced staff offer screening/fulfilment and back office support services 6 days a week.

  • Training – All staff training is highly focused and ongoing ensuring a professional and compliant service to all clients.
  • Systems - CSA work with various systems including “Healix Risk Rating” system which is recognised industry wide as being the leading provider.




Some of our Partners:

Our Partners

How to contact us:

 Email: info@csal.co.uk

 Or alternatively by:

 Telephone: 01702 553443

 Post: 308 – 314 London Road, Hadleigh, Benfleet, Essex, SS7 2DD