Making an Insurance Claim
A step-by-step guide to what to do when something goes wrong — and how your insurance adviser supports you through the claims process.
In an Emergency — Act First, Claim Second
If someone is injured, call 111 immediately. If there is an imminent risk to property, take reasonable steps to prevent further loss. Your insurer can be notified afterwards — do not delay emergency action to contact your insurer first.
Immediate Steps After an Incident
Ensure Safety
Make sure everyone involved is safe. For injuries, call emergency services if required.
Document Everything
Photograph the scene, damage, or injured parties (with consent where appropriate). Note the date, time, location, and all parties involved.
Do Not Admit Liability
Do not admit fault or liability to any party — even if you believe you may be responsible. This is for your insurer to assess. Expressing sympathy is fine; admitting liability is not.
Notify Your Insurer
Contact your insurer's claims line as soon as possible. Most insurers have 24/7 claims reporting. Your policy documents will list the claims contact number.
Contact Your Adviser
If you have an insurance adviser, contact them — they will help you navigate the claims process, liaise with the insurer, and advocate for a fair settlement.
Preserve Evidence
Keep all damaged property, documents, and correspondence related to the incident. Do not dispose of anything until the insurer has assessed it.
Types of Claims and Special Considerations
Liability Claims
Never admit liability. Refer any demands from third parties to your insurer immediately. Do not make payments to third parties without insurer approval.
Tools Theft
File a police report immediately and obtain the incident number. This is required for your claim. Document what was stolen with descriptions and approximate values.
Income Protection
Notify your insurer as soon as you know you'll be off work beyond your wait period. Obtain medical certificates and keep them updated throughout your claim.
Professional Indemnity
Notify your insurer of any circumstances that might give rise to a claim — even before a formal claim is made. Early notification is critical for PI policies.
Your Adviser Is Here to Help
If your insurance was arranged through our adviser network, your adviser is a key resource throughout the claims process. They can help you understand your policy entitlements, prepare your claim documentation, liaise with the insurer on your behalf, and escalate any disputes if the initial decision is unsatisfactory.