General Claims Guide
Making a claim can be a daunting process. We have tried to make it easier by providing some guidelines on how you help to make your claims process easier. We hope that the guide will assist you in clarifying the processes that are followed so you are not left in the dark as to what is going on.
As your Broker we are always available to discuss your claim and are here to help!
What to do in the event of a claim
In the first instance contact Bay Insurance Brokers to advise of a potential claim. We will be able to complete a Claim Form over the phone with you in most instances meaning we can progress your claim quickly. With are dedicated claims staff we will be able to ensure that your claim is processed and passed to your insurer for consideration immediately.
Further we will be able to appoint contractors if required to minimise any further damage or simply arrange a quote so repairs can be authorised upon acceptance of your claim.
We understand that a claiming can be an inconvenience and sometimes a stressful experience. Bay Insurance Brokers aim to reduce any such issues and are always available to discuss any aspect of your claim.
Claims Process
So you are familiar with the claims process we have noted below the key stages for any claim.
•Notify the police immediately of any theft or intentional damage.
•Contact bay Brokers to complete a Claim Form so it can be forwarded to your insurer for consideration.
•Provide us with proof of the claim, including evidence of ownership.
•Keep damaged property as your insurer may wish to inspect it.
•Your insurer will refer back confirming whether the claim is accepted or a Loss Adjuster has been appointed.
•If a Loss Adjuster has been appointed they will be in touch with you within 24 hours to arrange a site inspection.
•The Loss Adjuster will then forward a report confirming their findings to your insurer for consideration.
•If the claim is accepted the relevant trade’s people are appointed to reinstate your loss or suppliers appointed to replace contents items.
•Bay Insurance Brokers will be in contact with you throughout the life of your claim ensuring matters are progressing.
In the event of a motor accident please note you are required:
•To stop, get out and look to see if anyone is injured and assist any injured person.
•To notify the Police if anyone is injured as soon as possible and in any case within 24 hours.
•Record details of any other person or vehicle involved in the accident, (including their name, address, phone numbers, and vehicle registration where possible).
•If you do not know the driver or owner of the other vehicle you should leave your details so that the other party is aware who damaged their car. Alternatively you should report the damage to the police within 48 hours.
•It is preferable not to make any admission of liability and state that your insurance company will attend to the matter on your behalf.
Role of a Loss Adjuster
A Loss Adjuster is normally appointed in cases where the damage may exceed a certain monetary value or the nature of the claim may not be straight forward. The role of a Loss Adjuster is to gather information confirming the cause of the damage and what damage has been sustained. A report is then submitted to your insurer clearly outlining what has happened and the action required to indemnify you. Based on this information your insurer will make a decision on your claim.
Once your claim has been accepted the Loss Adjuster will assist in the appointment of contractors and trades to reinstate your property.
What is an excess?
An excess is the amount you pay for each incident when you make a claim. The excess that applies for each policy is indicated in your policy schedule.
Can I use my own contractor/repairer?
Should you already have a contractor/repairer in mind your insurance company are more than happy to use them as long as their quote is reasonable for the work required. The reason insurers have preferred contractor/repairs in place is because they know they will provide a quality service. The choice is yours though should you wish to use your own contractor/repairer.
Can I be cash settled?
Under your policy your insurer has the right to choose how your claim is settled but in most instances your insurer will insist on repairing or replacing. In the event that you would prefer a cash settlement please note that your insurer is not obliged to. Should a cash settlement be agreed upon your insurer will only pay you the cost which they would have incurred for a service or the depreciated value of an item. Your insurer will have preferred suppliers who can provide services at greatly reduced rates which would not normally be available to you.
By accepting a cash settlement you may in some instances be worse off.
How long will it take to settle my claim?
This will vary considerably from claim to claim depending upon the complexity of it. Upon receipt of your claim and confirmation of the extent of damage we would be able to advise you of an approximate timeframe within which your claim will be settled.
Who do I deal with during my claim?
As your Broker we shall be your main point of contact so you can liaise with us directly over any aspect of your claim.
Complaints
Bay Insurance Brokers have a complaints process in place in the event that you are not happy with any aspect of your claim. A full copy of our complaints process is available upon request.
Duty of Disclosure
We remind you of your duty of discloser to insurers before each policy renews. You must tell the insurer about anything a prudent insurer would want to take into account in deciding whether to insure you, and if so, on what terms. Please provide this information to us. If you do not provide us with full information, we cannot properly advise you and you could breach your duty of disclosure.
Feedback
We always welcome feedback on your claims experience as we are always looking at ways at improving our service to you our client.
