Have an active claim or incident? Call us now — do not contact your insurer directly until you've spoken to us.
Claims advocacy is one of the most important things a broker does — and the one most brokers do poorly. When an incident occurs, we manage the process, represent your interests, and stay involved until the matter is fully resolved.
The actions you take immediately after an incident have a significant bearing on the outcome of a claim. Follow these steps before contacting your insurer directly.
Before reporting to your insurer, call us. We'll advise on what to say, how to frame the notification, and what documentation to preserve. Getting this wrong at the outset can prejudice your claim.
Photographs, witness statements, CCTV footage, incident reports, care records, site diaries, emails — secure everything before it can be altered or lost. Courts and insurers give significant weight to contemporaneous evidence.
Even a casual apology can be treated as an admission of liability. Do not discuss the incident with the claimant, their solicitors, or third parties until you have spoken to us and your insurer's claims team.
Most policies require notification within a specific timeframe. Late notification can be used to reduce or deny a claim. We'll handle the formal notification to your insurer on your behalf once we've briefed you.
We stay involved at every stage — not just at the point of notification.
You contact us as soon as an incident occurs or a claim is received. We take a full briefing, advise on immediate steps, and assess the likely coverage position before any formal notification is made.
We handle the formal notification to your insurer on your behalf — in writing, with appropriate supporting documentation, and framed in a way that clearly establishes the coverage position. We maintain a record of all correspondence from this point forward.
We act as your point of contact throughout the claims process — chasing updates, attending meetings if required, reviewing any requests for information from the insurer, and ensuring the claim is progressing appropriately.
If your insurer declines a claim, reduces a settlement, or attempts to apply policy conditions unfairly, we challenge it. We review the policy wording in detail, put the challenge in writing, and escalate where necessary — including to the Financial Ombudsman Service if required.
Once a claim is resolved, we review the outcome, identify any coverage improvements for renewal, and ensure your programme is adjusted to reflect the experience. A claim is also an opportunity to revisit whether your current cover is genuinely adequate.
Your insurer's claims team works for the insurer. We work for you — and that distinction matters enormously when there's money at stake.
We read your policy in detail — not just the schedule. We identify the coverage arguments available to you, exclusions that may not apply, and conditions that insurers sometimes apply incorrectly. Many declined claims rest on policy interpretation, not the facts of the incident.
We handle all written and verbal communication with the insurer's claims team on your behalf — ensuring nothing is said that could be used against your claim, and that all requests for information are responded to properly and in time.
Insurers decline or under-settle claims. Sometimes this is legitimate; often it isn't. We challenge decisions we believe are wrong — in writing, with reference to policy wording and case law where relevant — and we escalate through the formal complaints and FOS process where necessary.
Claims in regulated sectors carry complexity that a generalist broker often isn't equipped to handle.
A declined claim is not necessarily the end of the matter. These are the most common grounds insurers use to decline — and the ones we most frequently challenge successfully.
Insurers may allege that material information wasn't disclosed when the policy was taken out. Whether this was genuinely material — and whether it actually affected their underwriting decision — is often contestable.
Conditions precedent, notification timeframes, security requirements — insurers use these to decline claims where the underlying loss is valid. Many of these challenges are defensible, particularly where the breach didn't cause or increase the loss.
Exclusions are sometimes applied broadly or incorrectly. The specific wording matters — a claim excluded under one interpretation may not be excluded under a fair reading of the policy language.
Even where liability is accepted, the amount offered may be inadequate — particularly on business interruption, reinstatement, and care sector losses where losses are ongoing and complex to quantify.
Before accepting a declined claim, send us the declination letter and your policy documents. We'll review the position and give you an honest assessment of whether there are grounds to challenge.
Full review of policy wording against the declination grounds
Written challenge to the insurer where there are grounds to do so
Escalation through the insurer's formal complaints process if needed
Referral to the Financial Ombudsman Service where appropriate
Honest assessment — we'll tell you if we think the declination is correct
For urgent matters, call us directly. For non-urgent notifications, use the form or email. We'll acknowledge all submissions within 24 hours.
Complete this form to notify us of an incident. We'll review and contact you within 24 hours. For urgent matters, please call us directly.