Claims

If an incident interrupts your business, you need insurance claims support that is responsive and clear. Our insurance claims services are built to reduce disruption and keep you informed, from first notification through to Insurance claim settlement.

Below you’ll find a simple guide to the process, what information helps us move faster, and the correct contact details for property, casualty, motor and mini fleet claims.

Make a claim in four simple steps

1. Check safety first and take reasonable steps to prevent further loss or damage where it is safe to do so.
2. Gather the key details (policy/claim reference if you have it, date of loss, what happened, photos and supporting documents).
3. Report the claim using the correct contact route below (phone, email or the online portal where available).
4. Keep your claim reference to hand and respond promptly to any requests for additional information to help progression.

What we’ll ask you for

• Your policy number and/or claim reference (if already issued).
• Date of loss and a brief description of what happened.
• Incident location address
• Details of any third parties involved (names, contact details, insurers where known).
• Photos/video, repair estimates, invoices/receipts, and any other evidence that supports the loss.
• For theft, malicious damage or accidents involving the authorities: crime reference number and/or incident reference (if applicable).

Claims contacts

Use the correct section below to report a new claim or discuss an existing one. If you email, include the claim reference in the subject line where available.

What happens next

Once a claim is reported, the process typically follows the stages below. Depending on the type and complexity of the loss, some steps may happen in parallel.

1. Acknowledgement and triage: we confirm receipt and direct the case to the right handler.
2. Information gathering: we may request documents or clarifications to validate the claim and understand the scope.
3. Assessment: where needed, we appoint appropriate experts (for example, loss adjusters or repair networks).
4. Decision and settlement: we agree the outcome and arrange payment or repairs in line with the policy terms.
5. Ongoing updates: you’ll be kept informed throughout and can provide additional information if circumstances change.

Tips to help your claim run smoothly

• Report incidents as soon as possible and keep a note of key dates and actions taken.
• Take clear photos before any non-emergency repairs begin.
• Keep receipts for temporary repairs or emergency measures taken to prevent further loss.
• Where safe, retain damaged items for inspection until you’re told they can be disposed of.
• If another party is involved, record vehicle details, names, and any independent witness information.