No matter the nature of the claim you are making, it is imperative that you notify either the policy insurer (where a helpline is in operation) or ourselves, as your insurance broker, as soon as possible. See our claims advice page for further details. Your insurer or ourselves will then be able to advise and assist you throughout the duration of your claim.
Please choose a category from the list below for step-by-step guidance on the claims process. If the type of claim which you are making is not shown in the list below, use “household insurance claims” as a guide to the claims process.
If you require any further claims-related advice please contact our claims department.
- Please have your policy details to hand.
- Locate the helpline telephone number of your Insurer from your policy documents (see also our claims assistance page for helplines). The helpline assistant will ask you for the policy number and also specific details of the claim. If your Policy Insurer does not operate a helpline, contact our claims department immediately.
- You may need a claim form, in which case the helpline or ourselves will send this to you. Always enclose other documents such as repair invoices, and/or purchase receipts with the form if they are requested.
- If immediate repair is required, ask the helpline or our claims department for further assistance.
We, as your insurance broker, will allocate a claim reference number which will be quoted in all official correspondence. It is useful if you could refer to this number in your correspondence with us. The Policy Insurer will similarly issue a reference number. This number, however, will not be the same as the one which we have issued to you.
- Take full details of any third party involved: name, address, telephone number, registration number, insurance details (if possible)
- Please have your policy details to hand together with details of the vehicle driver or person last in charge of the vehicle (date of birth, details of any previous accidents, convictions etc).
- Locate the helpline telephone number of your Insurer from your policy documents (see also our claims assistance page for helplines). The helpline assistant will ask you for your policy details and general details, together with specific details of the accident and the damage to your vehicle. If your Policy Insurer does not operate a helpline, contact our claims department immediately.
- You may need a claim form, in which case the helpline or ourselves will send this to you.
- For damage to your own car where comprehensive insurance is in force, the helpline should put you in contact with an Approved Repairer. We recommend that you use this Approved Repairer as the repairs are normally guaranteed for 3 years and you may receive a courtesy car via this repairer whilst your car is being repaired.
We, as your insurance broker, will allocate a claim reference number which will be quoted in all official correspondence. It is useful if you could refer to this number in your correspondence with us. The Policy Insurer will similarly issue a reference number. This number, however, will not be the same as the one which we have issued to you.
In case of a third party being involved, always forward any correspondence from the third party to ourselves or the insurer unanswered.
- Notify the police immediately and record the crime number.
Please have your policy details to hand together with details of the vehicle driver or person last in charge of the vehicle (date of birth, details of any previous accidents, convictions etc). - Locate the helpline number of your insurer (see also our claims assistance page for helplines). The helpline assistant will ask you for your policy details and general details, together with specific details about the incident. Please note that some helplines do not assist you in the case of a stolen vehicle. If your insurer does not operate a helpline, or the helpline cannot assist you, contact our claims department for assistance.
- If you need a claim form, the helpline or ourselves will send this to you.
- If your vehicle is recovered and the damage is repairable, you should contact the helpline, who should put you in contact with an approved repairer. We recommend that you use this approved repairer as the repairs are normally guaranteed for 3 years and you may receive a courtesy car via this repairer whilst your car is being repaired.
- If your car is stolen and not recovered, you should enclose with the claim form, your V5 registration form, purchase receipt, keys, service records and MOT certificate.
We, as your insurance broker, will allocate a claim reference number which will be quoted in all official correspondence. It is useful if you could refer to this number in your correspondence with us. The Policy Insurer will similarly issue a reference number. This number, however, will not be the same as the one which we have issued to you.
Contact our claims department as soon as possible. Some insurers have a 24-hour helpline for commercial clients, so please check your policy documents or see our claims assistance page for helplines. A claim form may be required. We, as your insurance broker, can supply you with this form. Click here to contact us>>
In major incidents, the insurer will appoint a loss adjuster to assist you and to adjust the loss for the insurers. (You could appoint a loss assessor, who will work on a fee basis depending upon the size of the claim).
If a major incident occurs, it is better to prepare yourself, so that the loss can be limited and the continuity of your business can be preserved. We recommend that you have a disaster recovery plan in place.
If you receive a letter from a third party (it could even be your employee), or a third party representative, holding you responsible for an injury or damage, you need to contact your insurer or ourselves immediately and forward this letter to them or us without delay. Do not answer the letter. If you have access to a scanner or fax, scan and email or fax a copy of the letter and post the original.
If you receive a County Court Summons, please forward this to ourselves, as your insurance broker or to your insurer immediately on receipt. Your Insurer should enter a defence on your behalf.
Always provide full co-operation to any investigation your insurer may undertake relating to the circumstances. Provide full documentation if and when requested (only to the insurer and not the third party).
Failure to act immediately on these letters could prejudice the rights of your insurer, in which case they could refuse to indemnify your liability. Therefore do not delay.
