Claims

What to do first

• Make people safe firstPersonal safety comes before any other step, and notify the authorities where required.
• Document before moving anythingClear photographs of the scene and the damage from several angles before clearing or repairing.
• Do not sign any admissionDo not admit liability or sign a settlement with any party before speaking to us.
• Call us immediatelyOne call and we walk you through the steps in the right order.

What happens after you notify us

Mistakes that delay settlement

• Notifying late, after the period stated in the policy has passed.
• Clearing the damage or starting repairs before the survey.
• Submitting incomplete documents in instalments instead of one complete file.
• Admitting liability to another party before referring to the insurer.
• Policy details differing from reality, such as a change of use or location without notice.
• Keeping no inventory or invoices to establish the value of the damaged property.

If the claim is declined

A declinature is not always the end of the road. We ask for the reasons in writing, measure them against the policy wording, and where the refusal rests on an arguable interpretation we reopen the file with evidence and argument. Where the refusal is correct under the terms, we tell you so plainly and review the cover with you so the gap does not recur.