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Jon Steer

Deputy Group Chief Claims Officer

Tel: +1 441 297 9228

Our goal is to provide a professional, timely and fair service in the handling of all claims.

Using in-house built workflow systems we strive to be one of the quickest payers of valid reinsurance claims in the industry. We monitor our turnaround times for claim advice and settlements very closely to ensure that we meet or exceed our very high standards.

We are delighted to see that our brokers’ statistics mirror our own and provide further evidence that we continue to be one of the fastest-paying reinsurance markets in the world. We strive to build close and open working relationships with our clients and their brokers in the handling of claims, making all decisions fairly in light of the facts, the reinsurance treaty terms and conditions and applicable law in the jurisdiction concerned.

Our style of claims management is to be proactive in investigation and analysis. This often requires us to send our experienced reinsurance claims adjusters overseas to visit our clients and have face-to-face meetings to discuss complex and potentially challenging claims. Our senior adjusters all have many years’ experience of handling claims in their own class-specific fields.

When we are discussing complex claims with our clients, we do not insist that they adopt our approach to claim resolution or reserve setting but suggest, based on our own experience, that they might consider adopting a line of investigation, claim resolution strategy or reserving approach that we have seen successfully adopted in the past. We see our client relationships as partnerships, with both of us potentially having a financial interest in a satisfactory resolution of the same claim.

We have developed key performance indicators for each of the reinsurance claims teams, based in the UK, Bermuda and the US. These indicators are based around the core principles and culture we work by: prompt and fair customer service; reserving accuracy; excellent portfolio management; and efficiency.

What our brokers say

"I would not hesitate to recommend Aspen as a business partner based upon their claims service."

"The service provided is always of a high standard and urgent requests are always responded to accordingly."

"Technical issues are always handled with great care, with the clients’ needs firmly in mind."

Global Broker Survey Net Promoter Score: +71 (An NPS of +50 is considered 'excellent')*


*Source: Aspen Re Claims Global Broker Survey 2018 (106 responses from 14 broking firms around the world)