ProceduresWhat it's all about...

Your General Responsibilities


This is what insurance broking is all about. We have a proven track record of getting difficult claims paid and ensuring our clients get the satisfaction of a full settlement. We go the extra mile and have dedicated claims staff to ensure every claim receives meticulous attention.

  • A basic principle that should never be overlooked is your duty to minimise any loss once this has occurred and, in effect, TO ACT AS IF YOU WERE UNINSURED.

  • Notify us or the Insurer immediately after any loss, accident, liability or illness as soon as it comes to your knowledge.  It is a Condition of the Policy that notice of claims be given as soon as practical to the Insurer.

  • Complete the appropriate Claim Form and return it to us as soon as possible. No claim can be settled, nor any repairer/Third Party reimbursed, until such time as your Insurer receives a completed Claim Form.

  • Receipts, valuations or other documents to support your claim/ownership/values should be forwarded with your Claim Form.

  • In the case of Theft, Loss or Malicious Damage you must promptly notify the police and forward the Police Complaint Acknowledgement Form with your Claim Form.

  • Should the incident involve a Third Party, DO NOT UNDER ANY CIRCUMSTANCES ADMIT LIABILITY.

  • Act with due diligence and try to assist your Insurers in every possible way.

Instructions on Specific Claims

Motor Vehicle

Scene of Accident


Record date, time and place of accident.
Record Third Party's:
        (a) Make of vehicle
        (b) Registration number
        (c) Driver's name, address and phone number
        (d) Owner's name and address
        (e) Insurance Company and Branch Office
Make a note of damage to other vehicle.
Obtain name and address of any witness.

UNDER NO CIRCUMSTANCES SHOULD: a driver of any vehicle, or any other employee accept or acknowledge responsibility for damage to the Third Party's vehicle(s) or property.


Make arrangements to have the vehicle sent to a repairer of your choice as soon as possible. Advise the repairer the name of your Insurer and he will arrange for an assessor to inspect the vehicle.

Complete and forward a claim form to us.

Public Liability
  • It is important that the rights of the Insurer MUST NOT be prejudiced. Therefore all demands claiming damage to Third Party property under circumstances which are, or may involve negligence or error or omission or wrongful act, must immediately be reported to us and we will report the matter to your Insurers.

  • Do not admit liability or make any payments which may be construed as an admission of liability - this is a Condition of the Policy.

Material Damage Special Risks
  • Immediately investigate extent and cause of loss or damage.

  • Call us for a Claim Form and for further instructions.

Marine Cargo Claims
  • Immediately claim on the Carriers, Port Authorities or other Bailees for any missing packages.

  • In no circumstances except written protest, give clean receipts where goods are in doubtful condition.

  • Apply immediately for survey by Carriers and claim on Carriers for any loss or damage.

  • Give notice in writing to the Carriers within three days of delivery if damage was not apparent at time of taking delivery.

  • Advise us for further instruction.

Complaint Procedures

If you are not satisfied with the service you have received from us you should contact us.  We have an Internal complaints process and undertake to investigate your concerns promptly and fairly.  You may contact us to make a complaint by telephone, by email or in writing.

In the first instance you should contact your broker or the regional manager.  Their contact information may be found on our contacts page.  

If we are still unable to resolve your dispute this can be referred to our Complaints Manager, Jill Comley-Forbes, on  We will acknowledge your complaint within 5 working days and will keep you informed of the progress. We have 40 days to respond to your complaint.   

If you are not satisfied by our response we are a member of an Independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”) and approved by the Ministry of Consumer Affairs.  You may refer the matter to FSCL by emailing or calling FSCL on 0800 347257.  Full details of how to access the FSCL scheme can be obtained on their website  There is no cost to you to use the services of FSCL.