Effective Communication
Effective communication with clients is the fundamental element on which we build our working partnerships.

TLlawyers is highly regarded for its ability and willingness to communicate, both orally and in writing, in clear, concise, and simple terms even about the most complex of matters. Our work is always timely.

Philosophies and Principles Our philosophies and principles are:
	accelerated and cost-effective resolution of claims
	development of customised strategies for files
	innovative approaches and continuous searching for new ways of resolving issues to effectively expedite claim finalisation

Regional Service
TLlawyers is a Newcastle firm with strong ties in regional areas.

We have formed strong relationships with expert law firms in other jurisdictions and locations. Our primary focus is claims work throughout NSW but we also handle claims in Queensland and Melbourne CBD.

TLlawyers' wealth of regional knowledge provides valuable background on local conditions, adding an extra dimension to understanding and strategising each claim.

As a direct outcome of our regional presence, TLlawyers is highly skilled and accustomed to managing regional circuit work.

Working from Newcastle and Sydney bases, TLlawyers has the infrastructure and coverage to provide services to insurers from Northern NSW to Brisbane, Western NSW, Southern NSW, as well as in the usual focus of greater Sydney, Newcastle, and the Hunter Region.

We understand that for each insurer, and its insured, the optimal and cost-effective resolution of claims is a central tenet of business. TLlawyers claims management and settlement strategies align with insurer clients.

Value Added Services
TLlawyers regards itself as a partnership with each insurer client. Our attitude to additional services is that these are mutually beneficial.

Training
Our firm regularly conducts education and training sessions with insurer staff. Specifically, we identify recent changes and trends in claims management and develop a package of information relevant to the particular personnel.

In-house legal advice
TLlawyers senior lawyers are available for in-house legal advice to each insurer client as required. Sometimes this informal approach - rather than formally instructing matter-by-matter - will assist to achieve early resolution of matters at realistic sums.

Quality Control in Action - audit of files and assessment criteria TLlawyers uses a set of specific criteria which lawyers must follow. A random audit of files results in an assessment against these criteria. Specific criteria set for files are:
	response to instructions
	compliance with timeframes and service standards
	investigation and identification of issues
	evaluation of expert service providers
	prudent use of expert service providers
	quality of advice
	quality of service
	effective resolution.

Identifying and managing potential conflicts of interest
TLlawyers is acutely aware of insurer clients concerns regarding potential conflicts of interest and the issues that may arise as a result.

We immediately cease to act in a matter where any insurer client is potentially involved where we have been instructed by another party. This approach protects each client’s confidentiality regarding potentially sensitive business matters.

Interaction between TLlawyers and any insurer client brings with it all the hallmarks of best practice in close lawyer/client relationships, including confidentiality and privilege.

TLlawyers firmly believes that its prime responsibility and concern is for its insurer clients.

TLlawyers recognises the existence of privilege in its relationship with each insurer client and commits to protect confidential information held as a result of that relationship.

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