What information is needed to make a claim?

Gathering the right evidence

Before you make a claim, it can be helpful to understand what information will be required by the insurer. This not only makes sure that you can gather all of the correct evidence if an incident occurs, but also helps the insurer process your claim swiftly, to then hopefully result in a successful claim.

This guide takes you through the most common claim types and lists what you need to do and what an insurer may need to see. As a first port of call, the insurer will always as for your name and policy number.

Each claim type is different, so keep in mind that this is just a guide, and the detail that's required by the insurer depends on the type of claim being made.

What's needed for theft claims?

Firstly, we would always recommend you report this to the police immediately upon discovery of an incident. They will give you a Crime Reference Number, which we will be used to check the progress of their investigation.

Some other things that may be needed:

  • Your Crime Reference Number
  • Details of the police branch reported to e.g. Metropolitan Police
  • Proof of purchase, usually any receipts which confirm when the item was purchased and the cost
  • Confirmation of the make/model of the item(s) taken
  • Photos which show forcible entry to the property or vehicle - a number of our policies will only respond to a theft claim which involves forcible entry
  • If the theft involves tools, confirmation of where the tools were kept overnight
  • If a specialist item, a link to a like for like replacement
  • Confirmation about whether you’re VAT registered

What's needed for accidental damage or lost items claims?

It’s incredibly frustrating if you’ve dropped a camera lens, spilled a drink over your laptop or lost your company phone, but these are all things that your insurance can potentially help with. To start your claim, you'll need to confirm and provide:

Lost belongings

  • Confirmation of when you last had the item(s)
  • Proof of purchase, usually any receipts which confirm when the item was purchased and the cost
  • Confirmation of the make/model of the item(s) you’ve misplaced
  • Confirmation about whether you’re VAT registered
  • If a specialist item, a link to a suitable like for like replacement

Accidental damage to contents and equipment

  • Proof of purchase, usually any receipts which confirm when the item was purchased and the cost
  • Confirmation of the make/model of the item(s) damaged
  • Photos showing the damage
  • Evidence which shows that the item is beyond repair – this can be an email from a repair shop advising that the cost of repair is higher than the cost of a like for like replacement; OR
  • A quote showing the cost of repair to restore the items to their original condition
  • Confirmation about whether you’re VAT registered
  • If a specialist item, quotes for the item(s) repair(s), or a link to a suitable replacement

For accidental damage claims, it’s important to keep in mind that your insurance will not cover daily wear and tear for any items. As such, if your item has reached the end of its natural life,this is not something that would make an insurable claim.

What's needed for third party property damage claims?

  • Confirmation of the make/model /brand of the item(s) damaged
  • Photos showing the damage
  • Evidence which shows that the item is beyond repair – this can be an email from a repair shop advising that the cost of repair is higher than the cost of a like for like replacement for example or a simple email confirming the situation; OR
  • A quote showing the cost of repair to the items original condition
  • If damage to a third-parties home, two quotes from builders confirming the cost to reinstate/repair their home (assuming that you’ve been unable to repair or the customer has been unwilling for you to repair the damage)
  • If a specialist item, quotes for the item(s) repair(s), or a link to a like for like replacement

What's needed for third party or employee injury claims?

  • The name of the injured party and their contact information
  • Details of the injury sustained and what happened
  • Confirmation of when you were first advised of an issue
  • Confirmation about whether Solicitors have been instructed? If so, have proceedings been issued?
  • Copies of all correspondence exchanged to date
  • Any images of the injuries if possible
  • Where the injury is because of a beauty treatment – confirmation about whether patch tests were undertaken without issue?
  • With more complex injuries (valued at over £1000), medical evidence will usually be obtained by the injured party

What's needed for employee legal action claims?

  • The name of the aggrieved party and their contact information
  • Details of what happened – what led to the matter escalating
  • Confirmation of when you were first notified of an issue
  • Was a grievance raised? If so, what was the outcome?
  • Confirmation about whether Solicitors have been instructed? If so, have proceedings been issued?
  • Copies of all correspondence exchanged to date

What's needed for travel claims?

  • Copies of invoices for each aspect of the trip – this should show the date of travel, the cost and the full names of those traveling
  • We also need proof of cancellation – this can be a letter or email from the appropriate travel company, hotel or transfer provider confirming that the booking has been canceled
  • Confirmation of whether any of the providers have confirmed refunds have been issued, if yes, we need to see documentation confirming the amounts offered
  • A breakdown of what travel costs you’re seeking to claim for
  • Confirmation about whether there is any other insurance which was issued for this trip

What's needed for professional negligence and Directors' and Officers' claims?

As a first port of call, in the event of any allegations you should notify your insurers immediately and never make any admission of liability or raise a payment in respect of a potential claim.

You'll also need to confirm and provide:

  • The date of the incident - so when you were first advised of an issue.
  • For what purposes were your services engaged?
  • Who did you agree to provide services for?
  • What was the relationship between you and the client? Had you worked with them before for example?
  • A copy of the contract between you and the affected party, in particular we need to understand what terms were agreed and in particular any service levels.
  • Copies of all correspondence exchanged to date, it may be necessary for us to review a full copy of any paperwork as a great deal can be deduced from attendance notes, emails or billing narratives.
  • Confirmation about whether any other third parties were involved, for example solicitors, an accountant or a developer - naturally this may give rise to an argument that another party contributed to any losses suffered

What's needed for cyber crime claims?

Cyber crime claims can be intimidating, but the below steps are quick and easy to undertake and will ensure that things can be progressed quickly.

  • Firstly, contact should be made with Action Fraud immediately. There is also a 24-hour phone line if you need to speak to someone, which you can reach by calling 0300 123 2040. When you make the claim, you will need to confirm the date you reported the incident and the claim number from Action Fraud
  • If you run a business and you suspect that data has been stolen, you must also make sure that you’ve reported the situation to the Information Commissioner's Office. Again, you'll need to confirm the date you reported the incident and the claim number provided by them
  • If you suspect there is a risk that your finances may be vulnerable, it’s good practice to also speak to your bank

You'll also need to confirm and provide:

  • The date of the incident
  • When you first became aware of an incident
  • Confirmation about whether or not you’ve contacted Action Fraud to report the issue
  • Whether you think your finances may be vulnerable – if so, your bank should be contacted immediately
  • What systems do you believe have been targeted?
  • Are you aware of any specific parties who may have been affected? If yes, please provide the relevant information
  • Is your business still able to run and operate effectively? If not, how has your business been affected?

Discover more about making a claim

Our business insurance claims guides answer the questions you may have about making a claim in detail, so you have all the right information should you need to claim.

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