Business insurance claims

What to do in the event of an emergency

  • Take all reasonable steps to minimise further damage - if emergency temporary repairs are necessary to protect your property or prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note these costs will only be paid if you have a valid claim.

  • If you have items stolen, suffered damage caused by thieves or vandals, you must notify the police within 48 hours and obtain a crime reference number.

  • Please do not dispose of any damaged property without prior referral to us, as it may be necessary for it to be inspected.

  • If the loss or damage is extensive, please contact your broker, intermediary or the claims department on 01274 700 700 as soon as possible during office hours. In the event of a major fire occurring outside office hours you may contact 0800 1388 114.

Reporting your claim

Information on how to submit your claim and important contact information

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What we will do next

Guidance on how to make your claim and next steps

Find out more

Reporting your claim

You can notify us of your claim via your broker, intermediary or by contacting the claims department.

When calling you will need:

  • Your insurance policy number

  • Details of the loss or damage including dates, time and how it happened

  • The extent of the damage or items stolen

  • A crime reference number (if applicable)

Please check your policy and schedule to see if you are covered and make yourself aware of any limits or exclusions that may apply. Your schedule will have been provided when you took out or renewed your policy.

 

Please note a claim excess may be deducted from any claim payment, details of any excess amount can be found in your schedule.

What we will do next

Once a claim is reported to us we may appoint a loss adjuster or a specialist supplier to assist with your claim. If we appoint a specialist supplier or loss adjuster, they will contact you within 24 hours to progress your claim.

 

Please review the list below to find specific guidance relating to the type of claim you wish to make and the information we will require to progress this as efficiently as possible.

 

 

If the type of claim you are making is not listed please call us and your claims handler will provide specific assistance.


Accidental damage or loss of item

  • Estimates for replacement items will be required, as well as original receipts.
  • If the claim includes loss or damage for specified items, including valuables; original receipts, valuations or proof of ownership will be required.
  • If you are claiming for damage to a laptop, mobile phone, electronic tablet or games console, our approved specialist will inspect and report on the damage sustained.

Accidental damage to underground services (damage to drains)

  • If you are claiming for damage to your drains, we can assist by introducing an approved firm of drainage specialists to help investigate the problem.
  • The drainage specialist will the attend site and clear the blockage and/or investigate the cause of the blockage if a repeat problem is suspected.
  • Our specialist supplier will guide you through the process and answer any questions you may have.

Fire / smoke

  • If the damage is severe a loss adjuster will be appointed to inspect the damage and help manage your claim. Outside of business hours please call the emergency helpline number 0800 1388 114 to be directed to a loss adjuster on call who will be able to provide immediate guidance.
  • If you are claiming for damage to the building we will usually require two estimates for repair, although we may appoint a loss adjuster or building specialist to inspect the damaged areas and validate the cause.
  • If the claim includes loss or damage to contents, estimates for replacement will be required, as well as original receipts.
  • If the claim includes loss or damage for specified items, including valuables, original receipts, valuations or proof of ownership will be required.

Flood / surface water run off

  • A loss adjuster will usually be appointed to inspect the damage and help manage your claim
  • If a loss adjuster is not appointed we will usually require two estimates for repair, although we may appoint a loss adjuster or building specialist to inspect the damaged areas and validate the cause.
  • If the claim includes loss or damage to contents, estimates for replacement will be required, as well as original receipts.
  • If the claim includes loss or damage for specified items, including valuables, original receipts, valuations or proof of ownership will be required.

Impact damage

  • Any incident involving a third party motor vehicle that has caused damage to your property needs to be reported to the police within 48 hours and a reference number obtained. The reference number and details of the police station dealing with the incident will be required to make your claim. Where possible please retain details of the vehicle make, model and registration number together with the driver’s name, address and their insurance details.
  • If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
  • Two estimates for repairs should be obtained and submitted to us. These must explain how the damage occurred and the nature of repairs required.
  • A loss adjuster may be appointed by us to investigate whether the claim is covered by the policy, assess the loss or damage and to manage the claim on our behalf.

Storm (inc lightning) / falling trees

  • Well maintained buildings will withstand all but the most extremes of weather. We consider a storm to be strong winds sometimes accompanied by rain, hail or snow. Heavy and persistent rain alone does not constitute a storm.
  • If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
  • We will meet the cost of any damage caused as the sole result of a storm event but will not cover the cost of any maintenance related defect. We will ask you to inform us of the date the damage occurred and you should be able to demonstrate how storm conditions caused the damage.
  • Two estimates for repairs should be obtained and submitted to us with your claim form. The estimates should clearly explain how the damage occurred and the nature of repairs required.
  • An approved building specialist or loss adjuster may be appointed by us to investigate whether the claim is covered by the policy, to assess the loss or damage and to manage the claim on our behalf.

Subsidence

  • Subsidence is caused by a downward movement of a building’s foundations and is usually a result of changes in the volume of subsoil due to an external factor like trees or leaking drains. However, not all cracks to a building are subsidence related. Many are simply due to normal settlement, shrinkage and swelling due to changes in temperature and humidity or building defects such as lintel failure, wall tie failure or roof spread. Subsidence related cracks are usually vertical and diagonal and are wider at the top than at the bottom.
  • You may wish to consult a builder for an opinion as to whether any cracking you have discovered is likely to be subsidence related before you register a claim against your policy. Alternatively you can contact our claims department for guidance.
  • Please note a claims excess will be deducted from any claim payment. The standard excess amount is £1,000 for subsidence claims.
  • A loss adjuster may be appointed by us to investigate whether the claim is covered by the policy, assess the damage and manage the claim on our behalf.

Theft / attempted theft / malicious damage

  • It is important to note that all incidents of this nature must be reported to the police within 48 hours. A crime reference number must be obtained and provided together with details of the police station dealing with the incident.
  • If emergency repairs are necessary to protect your property or to prevent further damage, please proceed as soon as possible and submit the appropriate invoices. Please note, these costs will only be paid if you have a valid claim.
  • Do not dispose of any damaged property as it may be necessary for it to be inspected and we will ask you to provide evidence of ownership in support of your claim. For theft of contents please send original receipts where possible or estimates for replacements.
  • A loss adjuster may be appointed by us to investigate whether the claim is covered by the policy, to assess the loss or damage and to manage the claim on our behalf.