Making an Insurance Claim

3. Claims Processing

Your insurer will not agree to any repairs, replacements or financial compensation until satisfied that your claim, and the amount of the claim, are genuine.

3.1 Simple claims are settled more quickly. Provide your insurer with as much detail as possible. This will help speed up your claim.

• If your claim is for a broken shop window or a damaged car and the insurer has an approved repair firm, the work may be done in a matter of hours. You may not even have to fill in a claim form if the insurer settles directly with the repair firm.
• Claims for theft, fire or flood will usually be settled in weeks or months.
• Litigation, such as liability claims, is governed by the Civil Procedure rules, with timescales laid down for every stage of the process. You must inform your insurer immediately if a claim is being made against you. (See Litigation and insurance and Being sued.)

3.2 Your insurer will check your claim form to ensure:

• Your loss is covered by the insurance policy and is not specifically excluded.
• You have provided all the information that is required.
• Your policy is still valid and you have paid your premiums.

3.3 Your insurance company may appoint a loss adjuster to visit your business to advise you on what to do to get your business running smoothly again.

The loss adjuster will check that:

• You are not claiming too much or too little.
• You have met the terms and conditions of your policy, including compliance with all warranties.
• You are not underinsured.

3.4 The loss adjuster or insurer may then ask you to provide additional information. For example:

• Receipts or other proof of purchase.
• Proof that regular maintenance and safety inspections were undertaken.
• Evidence that the claim is for an insured risk (if this is in doubt). For example, contamination caused by a hazardous chemical spillage is usually excluded by insurance policies.