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Your Policy Cover
It will help us to deal with your claim promptly if you are able to provide your policy number. It may also assist you if you are able to refer to the policy wording and schedule for an indication of the cover your policy provides. However, we would not wish you to delay notification, if this information or documentation is not easily available.
Claim Forms
If you telephone our Claims team we will advise you whether or not a claim form is necessary. Generally, a form is not required for glass breakages up to £1,000, deterioration of freezer food or loss of personal effects up to £500. We will send you one by post or you can download one.
Loss Adjusters
A loss adjuster is an independent expert appointed by us to act locally, usually when a claim is likely to exceed £3,000 or is complex in nature. If a loss adjuster is appointed, a claim form is not necessary.
They will wish to visit you on site, discuss the circumstances relating to the loss or damage, help you to collect all relevant information and obtain supporting documentation. They will also authorise repairs and assist you with replacement items where appropriate.
Emergency Work
Work required to make your premises safe, secure or weatherproof can be carried out immediately. The cost of this should be included in the claim.
Permanent Repairs
We prefer two quotations or estimates to be obtained when the repairs are likely to cost more than £1,000. In some circumstances we may not require this - such as widespread storm damage, when specialist work is involved or your local regular contractor will be engaged. You should contact us for approval to proceed in these circumstances.
Documents
We will be able to process your claim more quickly if you submit all relevant estimates, quotations, invoices and receipts at the earliest possible opportunity.
Replacement Items
In the case of lost, stolen or damaged electrical items, computers, machinery and other similar items, we may be able to replace these through our direct supplier network. Please let us know the make and model number, to assist us in identifying suitable equivalent items.
Notifying the Police
You must notify the police in the event of loss, theft or malicious damage (vandalism) to comply with policy conditions.
You should also contact them if you suffer damage from impact by road vehicles or animals, as we may need assistance from the police in trying to recover our outlay and your policy excess from the relevant insurers.
Damaged glazing
You may ring SOLAGLAS who operate nationally and provide a 24-hour emergency service for the replacement of broken windows & glass in doors. Their freephone number is 0870 870 7171
You will need to quote the policy number covering the buildings.
If your claim is only for glass, then you do not need to complete a claim form. Solaglas will invoice you for your policy excess but invoice us directly for the remainder.
Major structural damage
If your property has suffered extensive structural damage, an emergency telephone service is available outside normal office hours on 0117 934 0139.
Personal Injury claims
Please tell us immediately of any incident that might reasonably be expected to produce a claim for compensation against you.
Should you receive any correspondence relating to an accident involving personal injury it must be passed to us immediately. Do not respond to the letter, we will do that for you.
Where appropriate we will arrange a local investigation by specialist loss adjusters, with whom you will need to co-operate and who will advise you regarding documentation, which may be required.
Please note that such claims are subject to legislation, which imposes strict time limits for acknowledging correspondence and completing enquiries. It is therefore important you tell us as soon as possible.
Legal Expenses Claims
The legal expenses cover is provided by DAS Legal Expenses Insurance Company and you should refer to your policy wording for details of the cover.
To make a claim please ring DAS directly on 0117 943 2111
For further guidance on making a claim please refer to the Q&As
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