With a claim, two things are decided in the first few hours: how big the loss ends up being (that comes down to loss mitigation), and how smoothly it gets settled (that comes down to notification and documentation). This article sets out the process step by step – seen through a contractor's eyes, matched to the realities of the site.
- The first step is loss mitigation and safety – that's an expectation, not just common sense.
- The primary route for notification is always the insurer's claims line or online portal – the contact details are in the policy and on the insurer's website.
- The deadline depends on the wording – the rule is: without delay, and documented.
- If the case stalls or is disputed, I help the client as broker, where I can.
1. Immediately: safety and loss mitigation
People first: removing any risk of injury, securing the area. Then stopping the loss from spreading: temporary covering and drainage for water damage, calling in the relevant authority for fire, securing the site and reporting to the police for theft. Loss mitigation isn't optional – it's typically a contractual requirement, and the reasonable cost of mitigation is typically part of the cover. One rule: don't "tidy up" the site before it has been documented.
2. Documentation: minutes of work, months of peace of mind
Dated photos and video, from several angles, with both overview and close-up shots; an entry in the site diary; witnesses' names; and, for a weather event, saving the forecast or warning. The full list in printable form: claim documentation checklist; the deeper background: the loss assessment article.
3. Notification: through the insurer's channel
The primary route for claim notification is the insurer's claims line or online claims portal – that's the most direct way, because that is where the case is given a case number and a handler. Contact details are given in the policy and on the insurer's website; notification requires the policy number, the time, place and description of the event, and an initial loss estimate. The deadline is set out in the wording – the practical rule is: without delay, because late notification is a typical source of dispute.
4. Site visit and settlement
The insurer may send out a loss adjuster – until the site visit, it's worth preserving the condition of the site (beyond what mitigation requires), or, if work can't stop, recording the pre-intervention condition with a full set of photos. After the visit comes reconciling the documents and the decision. Routine cases end there; but if the case stalls, or the two sides' positions clash – a disputed cause, a disputed amount, a reply that keeps dragging on – that's where help from the broker comes in: there's a separate article on this. The prevention side of things: the loss-prevention checklist.
A question tailored to your own project? Book a free 20-minute project consultation →
