Most companies only realize the importance of an insurance broker when they face a major claim rejection. At first, buying insurance seems simple—fill out the form, pay the premium, and the policy is issued. However, when a major loss occurs, the reality sets in that handling insurance claims is not as straightforward as it seems.
This is where the function of an insurance broker becomes very important.
Brokers are not simply intermediaries between clients and insurance companies, but professional risk advisors who work for the interests of the insured, not for the insurance company.
The main tasks of a broker are:
- Helping customers understand risks and determine the right type of policy,
- Analyze terms & conditions so that the guarantee fits your needs,
- Negotiating the best premiums and policy conditions,
- As well as accompanying customers when claims occur, ensuring that their rights are truly fulfilled.
One company that has long performed this important function is PT. Liberty and General Insurance Broker (L&G Insurance Broker) — a national insurance brokerage firm with more than two decades of experience serving various industries in Indonesia.
L&G is renowned for successfully resolving hundreds of major claims efficiently, professionally, and with maximum results for its clients, across the construction, energy, mining, and transportation sectors.
Small Claims vs. Big Claims: Two Different Worlds
To the general public, all insurance claims appear the same. However, small claims and large claims are two very different worlds.
For small claims — such as loss of personal belongings, vehicle damage, or minor fires — insurance companies are usually more flexible.
They can pay these claims from internal funds without involving any third parties. In fact, personal relationships with insurance agents or staff often help expedite the process.
But for large claims, the situation changes completely.
Insurance companies cannot decide on their own because the replacement value can reach billions or even hundreds of billions of rupiah.
Large claims automatically involve international reinsurance companies, which have stringent procedures for verifying evidence and assessing the cause of loss.
This process requires a deep understanding of policy legal language, technical evidence of loss, and international negotiation strategies — skills that experienced insurance brokers like L&G Insurance Broker possess.
Why Big Claims Are Often Rejected
There are many reasons why large claims are often denied or partially paid, and almost all of them stem from errors made when purchasing the policy.
- The police are not in line with the actual risk
Many companies choose insurance based on the cheapest price without understanding the contents of the guarantee.
As a result, when a major loss occurs, it turns out that the risk experienced is not included in the policy coverage.
- Violation of policy conditions
Everypolicyhave terms and conditions of the insured, such as facility maintenance, security systems, or periodic inspections.
When these things are not carried out, the insurance company can reject the claim on the grounds of violation of policy provisions.
- Claim documents are incomplete or invalid
For major claims, every proof of damage, photos, invoices and technical reports will be thoroughly examined.
Even the slightest discrepancy — such as a difference in dates, values, or responsible parties — can cause a claim to be delayed or even rejected.
- Differences in interpretation of the cause of the loss
Often debates arise between the insured and the insurance company regarding the cause of the loss: whether it was caused by factors covered by the policy or not.
Without expert assistance, companies will have difficulty fighting for their rights.
The Role of Loss Adjusters in Large Claims
In large claims, insurance companies almost always appoint a loss adjuster, an independent expert who assesses the cause and extent of the loss.
However, it is important to understand that loss adjusters are appointed and paid by the insurance company, so in practice, they tend to be careful and follow the interests of the person giving the assignment.
Loss adjuster masters:
- Policy clauses and conditions,
- Technical analysis of the cause of the damage,
- The method of calculating the loss value is based on international industry standards.
The results of their reports serve as the main reference for insurance and reinsurance companies to approve or reject claims.
Therefore, if no one accompanies the insured to review the loss adjuster’s report, the insured’s position becomes weak.
Insurance brokers like L&G Insurance Broker play an important role in balancing these negotiating positions.
Our experienced broker team is able to professionally review loss adjuster reports, provide technical clarifications, and argue based on the policy’s contents to ensure claims are paid fairly.
Insurance Broker: Your Advocate in the Claims Process
Unlike insurance agents who work for insurance companies, insurance brokers work for the interests of the insured.
Legally and professionally, a broker is an independent party whose duty is to ensure that clients receive guarantees and compensation appropriate to the insured risk.
In the large claims process, brokers such as L&G Insurance Broker:
- Assist in preparing claim documents according to international standards,
- Explain the contents and limits of police guarantees to all parties,
- Reviewing the loss adjuster’s report,
- Develop strong arguments based on the terms and conditions of the policy,
- Negotiate with insurers and reinsurers to expedite claim payments.
With extensive experience and a deep understanding of the claims system, brokers ensure that clients do not lose their right to compensation simply due to technical errors or lack of communication.
Real Examples of L&G Insurance Broker Experience
As one of the insurance brokers with a strong reputation in Indonesia, L&G Insurance Broker has handled various high-value claims from various industrial sectors.
For example, at a large energy project in eastern Indonesia, significant damage to key equipment resulted in a complete disruption of operations. The claim reached millions of US dollars and involved more than three international reinsurance companies.
L&G’s claims team helps clients:
- Prepare technical reports with expert consultants,
- Prepare complete documents as requested by the loss adjuster,
- Negotiating the interpretation of policy clauses that were originally considered non-insurance,
- To ensure that payments are made on time and according to the actual value of the loss.
As a result, claims that were initially likely to be rejected were ultimately approved and paid in full.
This is concrete evidence that the experience and expertise of an insurance broker really determines the final outcome of a claim.
Why Agents Can’t Help With Big Claims
Many customers think that insurance agents can help resolve claims.
But in reality, agents work for insurance companies, not for customers.
Agents do not have the authority to challenge loss adjuster reports, do not understand the legal and technical aspects of the policy in depth, and are not involved in the negotiation process with reinsurers.
That is why, an agent may be able to help with small claims, but not be strong enough to fight for large claims.
Insurance brokers like L&G stand by your side — as advocates, advisors, and professional negotiators who ensure your rights are not ignored.
Broker Fee: Free If Selected Early
One of the big advantages of using a broker is that there are no additional costs for the client.
If you use a broker from the start of your policy purchase, all services — from risk analysis and policy drafting to claims assistance — are included in your insurance premium.
However, if you only seek broker assistance when your claim is rejected or stalled, the broker will generally charge a success fee of between 5% and 10% of the claim value.
While the cost is significant, these fees are often worth it because the broker can save a claim that would otherwise have failed.
L&G Insurance Broker Experience and System
In the world of claims, experience and systems are everything.
L&G Insurance Broker has a claims team with decades of experience supported by the Insurance Broking System (LIGASYS) — a digital internal system that monitors the entire client insurance process from policy to claim.
With this system, every process is recorded, every communication is documented, and every step is well controlled.
The result: faster, more transparent, and more accurate claims.
Make Sure You Are Accompanied From the Start
A large claim is the real test of your policy.
Without expert assistance, you risk losing the right to compensation that is rightfully yours.
Therefore, do not wait until your claim is rejected.
Make sure from the start that you work with a professional, experienced, and officially certified insurance broker like PT. Liberty and General Insurance Broker (L&G Insurance Broker).
And if you’re already facing a complex or unpaid claim, the L&G team is ready to help you review your policy, analyze your claim report, and fight to get your compensation paid as you deserve.
📞Contact L&G Insurance Broker Now
As an independent insurance broker with over two decades of experience in Indonesia, PT. Liberty and General Insurance Broker is ready to be your partner in protecting your assets and ensuring every claim is resolved with the best possible outcome.
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DON’T WASTE YOUR TIME AND SECURE YOUR FINANCIAL AND BUSINESS WITH THE RIGHT INSURANCE.
HOTLINE L&G 24 JAM: 0811-8507-773(CALL – WHATSAPP – SMS)
Website: lngrisk.co.id
Email: halo@lngrisk.co.id
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