Making a Claim
A step-by-step guide to making a music insurance claim.
What to do after an incident — step by step, from the moment something goes wrong to receiving your settlement.
Ensure Safety First
In the event of theft or malicious damage, contact the police immediately. You'll need a police report/event number for most insurance claims. If there's any risk to personal safety, deal with that before worrying about equipment.
Document Everything
Take photographs and video of damaged equipment before moving or cleaning up anything. Capture the scene from multiple angles. If items were stolen, document what was missing by referring to your inventory records.
Contact Your Insurer or Adviser
Notify your insurer or insurance adviser as soon as possible. Most policies have a clause requiring 'prompt notification' — delay can jeopardise your claim. Have your policy number and the facts of the incident ready.
Complete the Claims Form
Your insurer will provide a claims form. Complete this accurately and thoroughly. Errors or omissions on a claims form can delay the process or reduce your payout, so take your time and include everything relevant.
Gather Supporting Evidence
Collect receipts, valuations, serial numbers, purchase records, photographs, police reports, weather reports (for event claims), or any other evidence that supports your claim. The stronger your evidence, the smoother the process.
Claims Assessment
The insurer will assess your claim. For larger claims they may appoint a loss assessor to investigate. This can take anywhere from a few days to several weeks depending on the complexity.
Settlement
If the claim is accepted, you'll receive a settlement offer. This may be a cash payment, replacement of the item, or repair. Review the offer carefully against your policy terms before accepting.
Tips for a Successful Claim
- ✓Keep an up-to-date photographic inventory of all equipment with serial numbers
- ✓Store purchase receipts digitally in cloud storage — paper receipts fade and get lost
- ✓Obtain independent valuations for high-value or vintage instruments
- ✓Never admit liability or make promises to third parties before speaking to your insurer
- ✓Keep a record of all communications with your insurer during the claims process
- ✓For event cancellation claims, document all financial losses and recoveries from day one
- ✓If you disagree with a settlement offer, you can challenge it — ask your adviser for help
Claim Types & Specific Guidance
Instrument Damage
Take photos before repair. Get a written assessment from a qualified repairer. Don't proceed with repair before your insurer approves — unapproved repairs can void your claim.
Theft
File a police report immediately. Provide proof of ownership (receipts, photos, serial numbers). Your insurer may require evidence that security precautions were taken.
Event Cancellation
Keep all contracts, invoices, and evidence of expenditure. Document the reason for cancellation thoroughly. Recover as much as possible from other sources — most policies require you to mitigate losses.
Public Liability
Never admit liability or make payments to third parties without insurer approval. Provide all contact details and evidence. Your insurer will handle defence and negotiation.
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