We understand the stress and confusion when a claim occurs. Since we work for you not the insurance company, we’re on your side when you need help the most and we’ll guide you through the claims process.
Each member of staff at J R Stephens have experience in dealing with claims. We are here to help and support you and to manage your insurance claim for you through any crisis on a day-to-day basis.
What You Need To Do
All insurance policies have claims conditions that impose certain requirements. A failure to meet these can lead to problems obtaining a full settlement or, in some cases, getting any payment at all. Your basic responsibilities where a claim or accident reporting incident arises are:
Do not delay
Notify your insurance company or ourselves, as your insurance broker, as soon as possible following an incident against which you wish to make a claim. Most policies have set time limits and your claim could be rejected if you are too late.
Take all reasonable steps to minimize the loss
It is a condition of most, if not all policies that a policyholder should take action to mitigate the loss. For example, premises must be secured or boarded up as quickly as possible in the event of damage to windows or doors. The basic principle is to take whatever action you would normally take had you not been insured. If you do not, then you could end up paying out of your own pocket for part of the claim
Advise the authorities, where appropriate
Burglary or theft should be reported immediately to the police and a crime reference number obtained. If you fail to notify the police then you could prejudice your claim. Any motor accident that involves either an injury or obstruction in the road which will require recovery or need assistance being moved.
Co-operate with us and/or your insurer in any investigation including the supply of supporting evidence
Taking photographs of your property prior to and after a risk incident occurring can be a useful way to help prove the nature of the articles in your possession. Collect receipts and try to list what is missing or damaged beyond repair. If you haven’t got receipts, then instruction manuals or even original boxes and containers can help prove that you actually had an item
Disposal of damaged articles
Do not throw anything away until the Insurance company has inspected it and/or authorized its disposal.
To act at all times in good faith
Where damage to another person or their property is concerned (for example in the case of motor accidents), to never admit liability to anyone and refer any correspondence received direct to us and unanswered
Recording of events
Write down everything that has happened with regards to the risk incident whether it be a burglary or a motor accident. This type of information will not only be required when you notify the police (where appropriate) but will also be required when you notify your insurer or ourselves of an incident against which you wish to make a claim.
Remember that you have a duty to report accidents even where they may not immediately lead you to make a claim. For instance, consider a motor accident where little damage appears to have been done and both parties depart the scene amicably. You should still report the incident. This is in case sometime afterwards the other driver discovers that there is damage to his/her vehicle and that you are at fault for it. Or worse, that he or a passenger have been hurt in the accident (something he/she may well not have noticed at the time).
Making A Claim
When loss or damage occurs, it is useful to make a written note of the basic facts, such as the time of discovery or when the incident occurred. Best do this as soon as you can as the memory quickly fades. The following notes are designed to help you more specifically with most of the typical claim types.
Damage to property
Make a list of the damaged property and find as much as you can in the way of documentary evidence to support of the amounts claimed, such as receipts or repair estimates. If damage is extensive we will arrange for you a Loss Adjuster to attend immediately. Some insurers operate their own property replacement and repair services. If you are unsure as to whether these services apply in your particular case please contact us.
Theft of property
Make a list of the lost or damaged items and find as much as you can in the way of documentary evidence to support of the amounts claimed, such as receipts or repair estimates. Notify the Police of the incident and keep a note of the Crime Reference Number and station address. Some insurers operate their own property replacement service. If you are unsure as to whether these services apply in your particular case please contact us.
Loss of money
Documentary evidence (such as cash withdrawal slips) showing the exact amount of money stolen will be required. Notify the Police of the incident and keep a note of the Crime Reference Number and station address.
Motor accidents
At the scene of the accident obtain details of:
- Third parties names and addresses
- The registration number of any vehicles involved
- If possible the name and address of any witness to the accident
It is a requirement that all accidents are reported as soon as possible, even where there is no damage to your vehicle. Any accident involving injury needs to be reported to the police.
Most motor insurers operate a 24-hour helpline where they can take details of the accident over the telephone and arrange for your vehicle to be removed to an approved repairer, if necessary. Always have your Policy Number to hand when contacting insurers direct, and please take a note of their claim reference number.
Any correspondence received from third parties, or their representatives, should be forwarded immediately, unanswered, to us or your insurer for attention. Insurers only have a limited time to respond to third party correspondence, so it is essential that this is done quickly.
Most insurers operate an Approved Repairer Scheme – details of which will be provided via their helpline or contact us for details.
Motor theft
Theft of a vehicle should be reported immediately to the Police and as soon as possible to us or your insurers. Keep a record of the crime reference number. In most cases your insurers will wait a period of up to six weeks to see if the vehicle is recovered, prior to making a settlement offer.
The original Vehicle Registration document (V5), MOT Certificate, purchase receipt and details of any finance/lease agreement etc need to be passed to insurers to enable them to set a value on the vehicle.
Employers liability – Injury to employees
Your insurers MUST respond to any letter of claim you receive within 21 days, otherwise the claimant’s solicitors can issue proceedings without any sanction. It is essential therefore, that all letters of claim be passed on to us immediately upon receipt with all relevant information.
This means you must:
- Report all claims/incidents likely to give rise to a claim IMMEDIATELY
- Complete a claim form as quickly as possible and return it to us
- Retain all evidence on any incidents such as:
- Incident/near miss report forms
- Accident book entry
- First aider report
- Safety officer report
- Heath & Safety executive documentation
- Photographs/sketch plans
- Security videos
- Pass on all correspondence received in connection with the matter to us immediately and unanswered
