Motor incident
Put safety first, record the scene where safe, and follow the reporting and notification requirements that apply to the incident and policy.
Motor-claim checklistClaims help
After a loss, start with safety and the facts.
Claims are determined by the policy, circumstances and insurer’s assessment. This guidance helps you take the immediate practical steps while you locate the correct emergency and claims channels for your policy.
In brief: If anyone is injured, unsafe or at immediate risk, contact the relevant emergency services first. Then notify your insurer or broker promptly and follow the policy’s claims instructions before authorising repairs or disposing of evidence.
First actions
A calm, structured response can protect both people and the information needed later.
- 01
Protect people
Get emergency assistance and remove people from immediate danger where it is safe to do so.
- 02
Record facts
Take notes and photographs, and record names, contact details, registration numbers and relevant circumstances.
- 03
Preserve evidence
Do not discard damaged items, alter the scene or authorise non-emergency repairs before seeking instructions.
- 04
Notify promptly
Use the insurer’s claims channel and your policy documents. Ask your broker for service support where relevant.
Home incident
Take reasonable steps to prevent further damage, keep records and seek insurer instructions before non-emergency repair work.
Buildings guidanceBusiness interruption
Preserve evidence of the event, notify your insurer and begin documenting the operational and financial effect carefully.
Interruption guideDelayed or declined claim
Ask for the reason, the wording and the next available escalation route.
- Ask for a written explanation and the relevant policy terms.
- Keep a dated record of communications and documents supplied.
- Use the insurer’s internal complaint process before considering external escalation routes.
Answer library
Claims questions answered
Browse the full FAQWhat should I do first after an insured loss?
Put people and safety first, take reasonable steps to prevent further loss, preserve relevant evidence where safe, and notify the insurer or broker promptly. Your policy and the facts determine the claims process.
Can I repair or dispose of damaged property before a claim is assessed?
Only take urgent steps needed to protect people or prevent further damage, then seek instructions from the insurer or broker. Policy conditions can require notification or approval before repairs, disposal or replacements.
What if my insurance claim is delayed or declined?
Ask for the written reason and the policy terms relied on, keep a dated record of communications, use the insurer’s internal complaint process and then consider the appropriate external escalation route if needed.
Get help
Need a calm next step after a loss?
Use the short enquiry form to request claims support. Please do not upload accident photos, policy documents, identity numbers or other sensitive information through the initial form.
Request a callback