Your guide to claims and how to navigate them.
Navigating insurance claims
What do I do after an accident or mishap?
Whether you’re working in a client’s home or carrying out treatments elsewhere, things can occasionally go wrong. From slips, spills or damaged property, when the unexpected happens, we’re here to support you.
Here's what you need to know about making a claim.
Need to make a claim?
First of all, don’t panic.
This page is designed for both Ruuby therapists facing claims, and for Ruuby clients looking to make a claim against their therapist following an incident.
There are two types of claim; injuries and damage to property. They follow similar steps to resolve a mishap, which are outlined below.
When preparing to make a claim, your insurer will typically need:
- The name and contact details of the client or therapist.
- Full details about the accident: For injuries, we need to know how it happened and the extent of the harm. And for damaged property, we need to know about the item in question. Provide us with the make, model and brand, and how it was damaged.
- Confirmation of when the therapist was first notified of the injury — this is important because it may happen after the initial appointment — or if the therapist admits liability for the damage.
- Photos, proof of correspondence, whether a lawyer is involved, medical records and anything else that will help us understand the case.
- Evidence that you followed the correct protocols and dealt with the accident properly if you’re a therapist.
- Details of medical treatments or quotes for the product’s repair or replacement.
Step-by-step guide to making a claim
Once you have all the necessary details you’re ready to make a claim.
Simply contact your insurance provider. If you’re insured through Superscript, you can make a claim by using the online portal, calling us on 0800 772 3059 or by emailing claims@gosuperscript.com.
Although every case is different, claims typically follow a similar timeline.
- The accident, mishap or injury occurs. In the case of injuries, seeking medical attention should be your first priority.
- Regardless of fault, the therapist or client needs to contact us to notify us of the claim. If you’re a client, you should notify your therapist too.
- The claims team will take all the details and assess your claim.
- The insurance provider will work with you and any legal representatives, where necessary, to work out liability and how much the claim is worth.
- If it’s successful, the claim will be settled.
Note: If you're a client seeking to claim aginst a therapist who isn't sharing their insurance details, you have the right to try going through the small claims court.
Types of claims
These are some examples of the types of claims we deal with.
The nerve pain
Despite being fully trained, while performing a dermal filler treatment, you accidentally hit a nerve with the syringe, causing serious pain for the client. They make a claim for damages against your business. Aesthetic treatment insurance is designed to cover the legal and compensation costs involved.
The spilled bottle
While doing a massage, you reach for the oil and accidentally spill it over the client’s phone, causing damage to the device. Despite this being an accident, the client makes a claim against you for the cost of repairing the phone. Public liability insurance would seek to help cover the cost of repairing or replacing the damaged phone.
The injured client
The client accidentally trips over the wire of your hair straighteners and hurts their back. Public liability insurance could cover the associated legal and compensation costs of their claim.
The infection
Your client's lips become infected after a permanent makeup treatment and they require medical attention. They make a personal injury claim against you, alleging that their aftercare was not fully explained. Your treatment cover can pay your legal costs as well as the compensation you may owe to the client.
What happens to my premiums if I make a claim?
What happens to premiums after making a claim ultimately depends on your insurer.
Whether you can agree to settle privately or rely on your insurance provider and their team of experts, the choice is up to you. But remember, the main thing is to not worry.
What’s important is that you have cover and it’s designed to help you when you need it in emergencies such as these.
How can I prevent future claims?
The million dollar question! Mistakes happen — that’s why insurance is there, supporting you when things go wrong.
While it can’t stop accidents, taking simple steps like double-checking your setup, keeping your workspace tidy, and communicating clearly with clients can help prevent future claims.
If something does go wrong, acting quickly and being open and helpful can make a real difference — clear, timely communication builds trust and helps resolve issues more smoothly.
It might be worth considering adding commercial legal protection to your insurance. It’s designed to help therapists where a client claims that you have damaged their property and takes you to court. You can learn more about legal protection insurance here.
Important things to remember about claims
Switching insurance providers
Regardless of the type of insurance — whether business, travel, motor, or other — you must declare any previous claims to your new provider. This is both a legal and ethical requirement, regardless of fault. Failing to do so could void your current policy and result in a claim being denied.
Can I settle a claim privately?
Settling privately is an option if both parties agree, but a therapist should still notify their insurance provider even if not making a claim. Not only could you risk invalidating potential claims, but if you can’t fully cover the loss and need to later make a claim on your policy, the insurer will need to be aware of the entire situation.
I’m a therapist disagreeing with a client's claim — what should I do?
If a client makes a claim against you, and you disagree with them because you don’t believe you are at fault, that’s fine. A therapist has the legal right to refuse liability and not provide their insurance details to disgruntled clients.
In these cases, be prepared for the client to try contacting your employer (if you have one) or any associated salons or third parties, like Ruuby, in a bid to claim through their employers’ liability insurance.
If you’re self-employed or a sole trader, the client may struggle to claim through these routes, but could still cause you a headache.
Where this is unsuccessful or the therapist is self employed, you may wish to seek Alternative Dispute Resolution (ADR), which is essentially settling privately.
It’s important that you still make your insurer aware of the situation regardless since the client may wish to take the matter through the small claims court, and it’s always best to be prepared. You might eventually need to seek legal advice from a solicitor and your insurer will likely be able to help with that.
Gather evidence, like photographs, receipts and medical records if necessary as this will help build your case if it goes through mediation or to court.
For further information on settling a dispute, go to Gov.UK or contact Citizens Advice.
Important information
Avoid prejudicing the insurer’s position and ensure that claims are handled in accordance with policy terms with these two important things to remember:
- Do not admit liability or make any offers of settlement (even informally or verbally) without the prior written consent of your insurers.
- Do not instruct your own solicitors or incur any legal costs without first obtaining written authorisation from your insurers.
Do I have enough cover?
If you’re unsure about your level of cover, or if you have the right policies in place to help protect your business, get in touch with us. We’re happy to help you build the right cover for you and your business.
Get covered
Ruuby members get 10% off* of insurance for 12 months. Get in touch for more details or start your quote using the pink button below.
Cover for Ruuby professionals
Public liability
If you mistakenly cause an injury or damage someone else’s property, this can cover your legal fees and compensation costs.
Medical malpractice
Designed to protect you against allegations of medical negligence in the treatments or advice you provide, such as physical or mental damage.
Aesthetic treatments
Specialist cover for practitioners carrying out invasive and non-invasive treatments – including injectables, microblading and laser treatments.
Business equipment
Can pay for replacements or repairs if your equipment is lost, damaged or stolen. Covers portable items, as well as kit that stays in your place of work.
Employers' liability
Can cover the legal and compensation costs associated with claims made by employees. If you have any staff, this is likely to be a legal requirement.
Cyber
Often overlooked, but key for any business using computers or handling data, this provides protection against things like cyber attacks or accidental data breaches.
Accident and sickness
Designed to pay a benefit if someone in your business is on long-term sick leave, hospitalised or suffers an injury leaving them unable to work.
Pamper your policy
Ruuby professionals can get 10% off business insurance with Superscript. T&Cs apply*
*Offer terms and conditions
The discount offer of 10% off (‘the Offer’) is only available to Ruuby therapists who are new online, non-advised Superscript customers.
The Offer will be applied to your Superscript policy for a 12 month period from the date of policy start date. After the discounted 12 month period, premiums will then be calculated at the applicable rate.
You will be informed of any price changes in good time, prior to the anniversary of your policy. The Offer will not apply to cancellation fees.
In the event that you cancel your Superscript policy within the first 6 months of cover, we reserve the right to deduct, withhold or charge the total value of the Offer from any payments due to or from you.
To be eligible, you must have been directed from Ruuby by clicking on the appropriate link and cannot be retrospectively applied.
The Offer is not assignable. The offer will be automatically applied to your account by Superscript at the beginning of your policy.
There is no cash alternative.The Offer cannot be used in conjunction with any other Superscript offer, voucher or promotional benefit. The Offer is subject to eligibility requirements.
We reserve the right to withdraw the Offer at any time. Terms and conditions are subject to change and you may not be informed.
This content has been created for general information purposes and should not be taken as formal advice. Read our full disclaimer.
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The FCA supervises UK financial services firms to protect consumers. We are directly authorised and regulated by the FCA and our Firm Reference Number is 656459. These details can be confirmed on the Financial Services Register at www.fca.org.uk or by calling the FCA on 0845 606 1234.
A-rated financial strength
Our insurance products are underwritten by Standard & Poor’s A-rated financial strength or higher. This means the underwriter has been independently assessed by the world’s leading credit rating provider and found to have a strong capacity to meet financial commitments (pay claims).
Protected by the FSCS
If you are a business with an annual turnover under £1m, charity with an annual income under £1m, or trust with net assets under £1m, then you will be entitled to compensation from the FSCS in the unlikely event we cannot meet our obligations. Full details and further information on the scheme are available at www.fscs.org.uk.