Dealing with a business insurance claim

In the first hours after a loss event:

• Secure the scene — prevent further damage or theft. This is a policy condition; failure to mitigate can reduce your payout.
• Call emergency services if needed (fire, police, ambulance). Get crime reference numbers and incident numbers.
• Photograph everything — damage, the scene, any relevant details. Video is also useful.
• Secure CCTV footage — many systems overwrite within days. Copy or download immediately.
• Note witness details — names and contact information for anyone who saw what happened.

Find the claims telephone number on your policy schedule and call as soon as possible. Most policies require notification within 30 days, but serious events (fire, flood, major theft, injury) typically require immediate notification.

When you call:

• Have your policy number ready
• Note the claim reference number you are given
• Record the name of the claims handler
• Ask what evidence they need and by when
• Ask whether they will appoint a loss adjuster

Build a clear record of the financial impact:

• Invoices and receipts for damaged or stolen items
• Bank statements showing expenditure
• Management accounts showing pre-loss trading figures (for business interruption claims)
• Quotes for repair or replacement
• Fire brigade or police reports

For larger claims, the insurer will appoint a loss adjuster to assess the damage and validate your claim. They work for the insurer, not for you.

You can appoint your own loss assessor to represent your interests and negotiate on your behalf. Their fee is typically a percentage of the settlement, but they often recover significantly more than you would alone.

• Request a full breakdown of how the figure was calculated
• Check deductions for excess, depreciation, and betterment
• Challenge any deductions you believe are incorrect
• Do not accept the first offer if you believe it is inadequate — negotiate

You have clear escalation routes:

1. Request written reasons from the insurer for any rejection or reduction
2. Use the insurer's internal complaints process — all FCA-authorised firms must have one
3. Escalate to the Financial Ombudsman Service (FOS) if the insurer does not resolve your complaint within 8 weeks, or you are dissatisfied with their final response