Our Legal Expenses products are underwritten by our sister company, Financial & Legal Insurance, ensuring underwriting stability, strong governance, and regulatory assurance. It enables us to develop and tailor policy wordings to meet specific product requirements, whilst being able to respond efficiently to evolving market conditions.
Dedicated claims handlers manage each case from First Notification of Loss (FNOL) through to resolution. This approach supports clear communication, effective case management and the development of strong professional relationships. MSL’s 24/7, 365 days FNOL service ensures the high standard of service is provided both within and outside normal busness hours.
We operate our own fleet of vehicles, strategically located across our network, enabling a seamless repair and replacement vehicle service. This integrated approach reduces vehicle downtime and disruption, supporting timely repairs and helping customers return to work and continue their daily activities as quickly as possible.
Our claims services are structured to deliver fair value, clear and understandable communications, and responsive customer support, underpinned by robust systems and controls. This customer‑first approach ensures claims are managed efficiently, fairly, and consistently in the best interests of customers and ultimately achieving good customer outcomes.
Brokers require flexible, robust solutions that meet evolving needs of their customer. By taking the time to understand each broker’s business model and target audience, we build strong, collaborative partnerships. This enables us to deliver bespoke products and services which help brokers consistently meet , and exceed customer expectations.
We demonstrate our customer‑centric approach through our investment in Feefo, using customer feedback to enhance and refine our products and services.
By combining high‑quality service, specialist claims expertise, and a commitment to continual improvement, we help ensure customers are supported with care and professionalism during difficult and stressful circumstances.
It is this attention to detail that differentiates us and underpins the long‑standing relationships we maintain with our broker partners.
Efficient and helpful
“Handled all aspects of my claim well using email as the main method for efficiency. Would recommend.”
February 27, 2020
Everything was handled in a professional way
“They dealt with my problem very quickly and I felt that they honestly were on my side.”
February 27, 2020
Fast, efficient and ‘human’ service
“Prompt call answering. I was guided easily through the process by the handler. Although there is, of course, a degree of scripted monologue, Sanara checked my understanding and ensured I had all the information before ending the call. I also received a confirmation email as promised. very supportive after an accident that had left me shaken. Thank you”
February 23, 2020
Danielle was extremely helpful, knowledgeable and patient with me during my claim. She answered all my questions thoroughly no matter how small (or indeed daft) they were. She followed as promised with emails and continued to answer my questions via email. She is a credit to your company.”
February 20, 2020
Great service as always
“Quick and simple. MSL took all the work on and stopped me from worrying”
February 19, 2020
Professional, friendly empathetic service. Thank you.
“Christine took my call and was fantastic. She explained the process, was clear, precise and empathetic. As someone who hasn’t made a claim before this was quite a daunting prospect, but Christine gave reassurance with her professionalism.”
February 14, 2020
Great people to help you through the process
“Really pleased the way they help you when dealing with your claim. The process was explained clearly throughout. Very happy customer!!”
February 13, 2020
Professional and friendly
“In a stressful situation MSL made things easy to handle and took care of everything! Got me on the road again within the hour.”
February 08, 2020
MSL’s Legal Expenses range is built to give Brokers the flexibility they need while providing customers with strong, reliable protection across multiple sectors.
We work exclusively with Brokers, Intermediaries and Insurers to deliver our products to customers. As a result, our products aren’t available for direct purchase by the general public.
“We have worked in partnership with MSL for a number of years and have found that they have always been keen to ensure that our clients are looked after by providing a professional friendly service.
Where possible they always try to go that extra mile to ensure that both our needs and those of our clients are met by adapting and accommodating our requirements.
Where other providers have in the past operated to their business model MSL have been proactive to work to ours thus enabling us to highly recommend their services.”
Stuart Hulbert ACII Chartered Insurance Broker, Co-Managing Director
Brents Insurance
