At a claim there's no time to think it through – you follow a list, because the thinking was already done in peacetime, when this checklist was written. Print it, keep it in the document folder (and on the noticeboard), and if something happens, work top to bottom. For the background: how claim notification works.
In brief:
- The order is deliberate: people and loss mitigation first, then documentation, then notification.
- The notification route is the insurer's claims line or online portal – the contact details are on the policy.
- Final repairs before the survey: forbidden. Loss mitigation: mandatory. The two are not the same.
Immediately (0–2 hours)
- ☐ Are people safe? Is anyone hurt? (Ambulance, fire brigade, police if needed – in an emergency everything else can wait.)
- ☐ Shut off the hazard source: water mains, gas, electricity – whichever is affected.
- ☐ Loss mitigation: stop the damage from spreading (tarping, mopping up, moving goods out of the way) – keep the receipts for these costs.
- ☐ For burglary or vandalism: report to the police, leave the scene untouched until they arrive.
- ☐ Internal notice: inform the managing director / the designated owner.
Later the same day (2–24 hours)
- ☐ Photos + video: overview shots and close-ups of every damaged item – before anything is moved (documentation guide).
- ☐ Start a list of the damaged items: description, quantity, estimated value.
- ☐ Dig out the policy and the insurer's contact details (document folder).
- ☐ Witnesses' and any affected third parties' details – if there are any.
- ☐ If a third party was harmed (a liability case): receive the claim, but WITHOUT admitting liability – coordinate with the insurer (which contract responds?).
Notification (24–48 hours)
- ☐ Report the claim via the insurer's claims line or online portal – with the policy number, the time, place and description of the loss, and the estimated amount.
- ☐ Note down the claim number you receive – all further correspondence refers to it.
- ☐ Notify the broker (if under mandate): if the case gets stuck, I help where I can.
- ☐ Agree a survey date; the scene stays unchanged until the survey (beyond loss mitigation).
Afterwards
- ☐ Build the claim file: every document, receipt and piece of correspondence in one place.
- ☐ Fast, complete, organised responses to any requests for further documents.
- ☐ If the case stalls or becomes disputed: help from the broker.
- ☐ 30 days after closing: a lessons-learned round – what do we build into the renewal?
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This article is for information purposes only and contains general information; it does not constitute an offer, or insurance, legal or tax advice. The specific covers, exclusions and pricing are set by the insurers' terms and conditions in force at any given time – it is worth going through these item by item when you request a quote. Updated: August 2026.
