Claims Procedures & Information

We wish to help where possible with the smooth processing of your claim.

Most insurers now require all claims to be notified to their 24 HOUR CLAIMS HELPLINE, as this can help speed up the processing of the claim.

Below are some brief guidelines, but you should always refer to your policy documentation, which will state the policy terms and conditions

Property Damage (Commercial & Domestic)

In the event of lost or damaged property, insurers will require the following

1. Date and time of loss
2. Nature of loss or damage
3. If lost or stolen – the incident must be reported to the police
4. Ideally a copy of a receipt for the original item, if available.
5. An estimate for the repair or replacement of the lost or damaged item.

Please do not delay in reporting the incident, whilst you are awaiting estimates for repair or replacement, as these can be forwarded at a later stage.

Liability Insurance

A Liability Claim may result from an injury to an employee or a third party, or in the event of damage to third party property.

In all cases, you should endeavour to take a statement from anybody witnessing the incident. In the case of an injury to an employee, the appropriate accident book should be completed and in the event of a serious incident, RIDDOR forms completed and submitted.

Whilst many Liability Claims are made relatively soon after the incident, a potential claimant has up to 3 years to make a claim for injury or up to 6 years for damage to property. We would therefore strongly recommend that any incident likely to result in a claim is notified to us, so we may inform your insurers on a “notification only” basis.

Motor Insurance

Following a motor incident involving another party, you should endeavour to obtain the following information.

1. Name & address of the driver
2. Name and address of the policyholder (if different)
3. Vehicle make, model and registration number
4. Date, time and location of the accident
5. Circumstances or a description of the accident
6. Name and addresses of any witnesses (if available)

The majority of Motor Insurers have a large network of vehicle repairers and by contacting the insurer's 24 Hour Helpline, they can put you in touch with a suitable garage to arrange for the repair of your vehicle.

You are not obliged to use the recommended repairer given. If you elect to use a garage of your own choice, you would generally be required to supply one or maybe two estimates for approval. This can add a short delay to the repair process, whilst the estimates are approved, which may involve an inspection of your vehicle.

Motor Claims - Uninsured Losses

Not all costs following an incident are insured by your own insurance policy. Examples of common uninsured losses may include:

1. Policy excess
2. Hire of a temporary replacement vehicle (or other additional transport costs)
3. Damages for any injuries sustained

It is only possible to pursue a claim for these costs where the accident is the fault of another identified party.  Where the accident is your fault, the vehicle has been stolen or the party causing the accident cannot be traced, these uninsured costs will not be recoverable. Please note that the law requires all parties to mitigate their losses as far as is possible.

When using an insurer’s recommended repairer, they may provide a free courtesy car for the period yours is being repaired, irrespective of whose fault the accident was.