By James Fletcher
Knowing what to do in the first hours after an insurance event can make a big difference to your claim outcome. This guide walks you through it.
Step 1: Make Sure Everyone Is Safe
In the event of an accident, fire, or incident involving injury, ensuring personal safety is the priority before anything else. Call emergency services if required and ensure all people at the scene are safe.
Step 2: Report Theft or Crime Immediately
If equipment has been stolen, report it to the police immediately and obtain a police event number. Your insurer will require this as evidence for a theft claim. Do not delay — the sooner theft is reported, the more likely recovered equipment can be linked to your claim.
Step 3: Photograph and Document Everything
Before moving or cleaning up after an incident, photograph everything — the scene, the damage, the equipment, and any contributing factors. Document as much as possible about what happened, when it happened, and who witnessed it. This evidence supports your claim from the outset.
💡 Tip: Keep photographs of your equipment in good condition stored in a cloud backup — these 'before' photos are extremely helpful in demonstrating the value and condition of items before a loss.
Step 4: Notify Your Insurer Promptly
Contact your insurer or broker as soon as possible after an incident. Most policies require you to notify the insurer promptly — delays can complicate claims. Your broker or insurer will provide a claim form and guide you through the next steps.
Step 5: Gather Supporting Documentation
To support your claim, collect:
- →Purchase receipts, invoices, or bank statements for damaged or stolen items
- →Photographs of the damaged equipment
- →Police event number (for theft claims)
- →Witness statements (for liability or accident claims)
- →Repair quotes from qualified repairers or instrument technicians
- →Any valuation documents for high-value instruments
Step 6: Work With Your Claims Assessor
Your insurer will assign a claims assessor who will review your claim, request any additional documentation, and advise on the settlement. Work cooperatively with the assessor and provide any information they request promptly. If you're not satisfied with the outcome, you have the right to dispute the decision through the IFSO (Insurance and Financial Services Ombudsman).
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