Making a business insurance claim

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If something has gone wrong — damage to your premises, an injury on site, theft of tools, a client alleging professional negligence — notify us or your insurer as soon as you can. Late notification can affect whether a claim is accepted or how smoothly it is handled.

Every policy has its own wording, excesses and exclusions. This guide describes the usual process; your schedule and policy booklet are the definitive source.

1. Make the situation safe

People come first. If there is a fire, flood, gas leak or serious injury:

• Call emergency services if needed
• Evacuate the area and make the scene safe where you can without putting anyone at risk
• Do not restart damaged electrics or equipment until a qualified person says it is safe

Paperwork can wait until everyone is out of danger.

2. Notify us promptly

Most policies require notification as soon as reasonably practicable after you become aware of an incident or a circumstance that might lead to a claim. For liability claims, that can mean when someone first complains — not only when solicitors are involved.

Contact us using the claims number on your policy schedule, or contact BIS-Nationwide. Have ready:

• Your policy number and business name
• Date, time and location of the incident
• What happened, who was involved and what injury or damage occurred
• Whether police, fire service or HSE attended

Do not admit liability to third parties or offer compensation without insurer agreement. Express sympathy if appropriate, but let insurers and legal advisers assess fault.

3. Limit further loss

Insurers expect you to take reasonable steps to prevent the damage getting worse — for example boarding up broken windows after a break-in, or moving undamaged stock away from a leak. Keep receipts for emergency repairs; they may form part of the claim.

4. Gather evidence

Strong records speed up claims and support your position:

• Photos and video of damage, the scene and any visible cause
• Names and contact details of witnesses, staff and third parties
• Relevant invoices, contracts, emails and appointment records
• Police crime reference numbers, fire reports or HSE correspondence
• For theft — proof of ownership, purchase invoices and security measures in place
• For professional indemnity — file notes, consent forms, correspondence with the client

Do not dispose of damaged property until the insurer or loss adjuster agrees, except where health and safety requires it.

5. Cooperate with the insurer

The insurer may appoint loss adjusters, investigators or solicitors. Answer questions honestly and completely. Withhold nothing material — misrepresentation can void cover. Keep copies of everything you send and note dates of phone calls.

Your policy excess will usually apply if the claim is accepted under sections that carry an excess. Employers liability claims often have no excess, but check your schedule.

6. Property and business interruption claims

For fire, flood or storm damage:

• Get emergency make-safe quotes if the insurer asks you to, or wait for their appointed contractors — follow the process in your wording
• Keep a log of extra costs and lost appointments from day one
• If you have business interruption cover, tell us about lost turnover and standing charges as soon as trading is affected — monthly management accounts and bank statements help substantiate the loss

7. Liability claims (PL and EL)

When a member of the public or an employee alleges injury:

• Refer all correspondence to us or the insurer — do not negotiate directly
• Preserve CCTV, incident books and RIDDOR reports where applicable
• For employee injuries, record in your accident book and follow your health and safety procedures

Public liability covers third parties; employers liability covers employees.

8. If a claim is declined or disputed

If cover is declined, the insurer should explain why with reference to the policy. You can ask us to review the decision or raise a complaint through our internal process. Eligible customers may refer complaints to the Financial Ombudsman Service. See how UK business insurance is regulated.

9. Renewal and future cover

Claims are usually declared at renewal. Failure to declare can affect future terms or validity of cover. We help you present claims history accurately so insurers can quote fairly.

We aim to handle claims fairly and efficiently. If you are unsure whether something is covered, ask early — we would rather you check than assume. Contact us or return to insurance resources.