Whenever you make a claim, we will need the following basic information to get things moving:
Full name, address and contact details of the policyholder*
Policy reference number
Date and location of loss
Payee details and VAT status*.
Select the options below to find out what else we will need, depending on the type of claim you are making.
*If the person reporting the claim or requesting payment is not the named policyholder (or appointed representative) we will require a written mandate confirming the policyholder’s consent to proceed.
For escape of water claims, we will need to know the following to manage the claim quickly and efficiently:
The cause of the escape of water, who, when and how it was first discovered, and the actions taken to prevent further damage.
If trace and access cover is included in your policy, we will require a copy of the leak repair invoice, broken down to show the costs for tracing and accessing the leak, and repairing the damaged pipework.
Information around the extent of the damage caused by the escaping water, including the number of rooms/flats that have been damaged.
The estimated value of the loss - this will usually be in the form of a repair estimate or receipts/replacement estimates for the contents. If another party is deemed to be responsible for the incident we will require two comparable repair estimates to assist us in seeking a recovery from the responsible party's insurer.
Details of any third party property/flats/houses that have been affected by the leak.
Whether the property occupied and, if not, when it was last occupied.
Is the property currently still habitable after the damage?
Details of any work or repairs conducted in the vicinity by a tradesman prior to the leak.
If the leak looks like it has originated from a third party's property and they are considered responsible for causing the leak, we will require their name, address and telephone number.
If a contractor is considered to be at fault, copies of any estimates or invoices for the works they originally carried out would be of use.
For storm and flood claims, we will need to know the following to manage the claim quickly and efficiently:
Whether the property was occupied. If not, the date it was last occupied and details of how any Unoccupancy Condition has been complied with (if applicable).
What part of the property (i.e. main building, outhouse, moveable property) has been damaged.
The amount of rooms affected and details of contents damaged.
The estimated value of the loss - this will usually be in the form of a repair estimate or receipts/replacement estimates for contents.
Details of any temporary repairs that have been carried out, including costs.
Whether the property is still habitable and whether the business is able to trade normally.
Whether electrics are affected.
For storm claims:
Confirmation as to whether there is a flat felt roof at the premises. If so, we will need to know the age of the roof and the date it was last maintained. If your policy includes a Felt Roof Condition we may request the maintenance records for the roof.
For flood claims:
Details of the cause of the flood and the proximity to the property.
The height within the property that the water reached. If your policy has a Stillage or Height Condition, we will need to know how far off the floor items in the basement of the building were stored.
Whether the property is accessible and whether there is still water inside.
For fire and smoke claims, we will need to know the following to manage the claim quickly and efficiently:
The cause of the fire, who, when and how it was first discovered, and the actions taken to prevent further damage.
Whether the property was occupied. If not, the date it was last occupied and details of how any Unoccupancy Condition has been complied with (if applicable).
The amount of rooms or other properties affected by the fire and/or that have smoke damage.
The action taken by the fire service or police in attendance and contact details for the service should we need to request their report of the incident.
Whether there are any emergency works being carried out in order to make the property safe and details of these works.
Details of any other parties suspected to be involved. If the claim is in relation to arson, please let us know if the police have apprehended anyone in connection with the incident and/or you have received a compensation order or contact details from the responsible party from the police.
If the fire was started accidentally by another party (such as a contractor working at the premises), please provide their name, address and telephone number. If a contractor is considered to be at fault, copies of any estimates or invoices for the works they originally carried out would be of use.
How the authorities gained access (if the property was empty at the time of the fire).
Whether the property is still habitable and whether business is able to trade normally.
If your policy carries any condition relevant to fire claims (such as a Frying Condition or Waste Condition) we will require details of how you have complied with the relevant condition.
For theft and attempted theft claims, we will need to know the following to manage the claim quickly and efficiently:
Whether the property was occupied. If not, the date it was last occupied and details of how any Unoccupancy Condition has been complied with (if applicable).
When the break in occurred.
How entry was gained into the property. Please provide details of any damage caused to the premises while gaining entry.
Details of any alarm fitted at the premises, including what type, whether it was set at the time of the loss and whether the thieves activated it. If the alarm did not activate, please explain why not. We may ask for a copy of the alarm log if it is monitored and if your policy includes an Alarm Condition, we will require confirmation as to how you have complied with the condition.
Whether the loss has been reported to the police and, if so, the officer, station and crime reference number.
Details of damage caused by the thieves, and/or items stolen.
Whether the property is still habitable and whether business is able to trade normally.
Details of how any Minimum Level of Security Condition stated in your policy wording has been complied with. This should include the specification or British Standard (BS) number of any locks, padlocks, etc. fitted to the property.
For accidental loss or damage claims, we will need to know the following to manage the claim quickly and efficiently:
Whether the property was occupied. If not, the date it was last occupied and how any Unoccupancy Condition had been complied with (if applicable).
The circumstances surrounding the incident.
Details of items that were damaged/lost. Where an item is damaged, you should retain it until you have reported the claim. We may wish to inspect the damaged item.
An estimate for repair or replacement of the damaged/lost item, and the original purchase receipt for the item.
In the case of lost property, whether the loss been reported to the police, and, if so, details of the officer and station dealing and the incident reference number.
Policy cover confirmation
Once cover has been confirmed we will either:
Instruct one of our network of suppliers, subject to your agreement
Instruct a loss adjuster to oversee large or complex claims
Request the necessary documents, such as repair estimates.
We may request photos of the damage, and so you should take these as soon as possible. It would be advisable to take close-ups of damage and the point of entry (as applicable).
We endeavour to confirm cover and collect all required information during the first call but, for some larger or more complex products or loss types, it may be necessary to revert to our underwriters. In such cases, we will look to carry out the necessary checks within 48 hours.
Instructing a supplier
We have a number of suppliers who can provide the following services:
Smoke damage assistance – Munters
Boarding up and window repair – Glassolutions
Drying out – Polygon and MA Assist
Drainage investigation and repair – Auger
Carpet and flooring replacement – Imperial Consultants
Replacement of electrical goods – SBS Insurance Services
Building repair services – MA Assist.
In most cases, our supplier will collect the policy excess and VAT (where applicable) directly from you.
Instructing a loss adjuster
If the damage is extensive, or is causing a severe interruption to your business, we will instruct a loss adjuster to oversee the claim.
The loss adjuster will make initial contact within 2 hours of instruction (or within 1 hour if the case is urgent). Non-urgent instructions sent after 4pm will prompt contact from the adjuster by 11am the following day.
The loss adjuster will arrange a convenient time to visit and view the premises. They will confirm next steps, issue an action plan and offer suggestions on preventing further or worsening damage.
If you prefer to use your own contractor, we will ask to see estimates* for the necessary repair works.
For contents claims,we will requestoriginal purchase receipts for the damaged items, in addition to quotations for their repair or replacement.
Upon receipt of the necessary documentation, we will do one of the following:
Authorise the estimate for repairs.
Make a cash settlement based on the estimate/documents.
Make enquiries with the contractor/supplier if further information is required.
Instruct a loss adjuster if the costs are substantially higher than first expected.
Once authorised, repair invoices can be settled by you and forwarded to us for reimbursement, less the applicable excess/VAT. Further approval is required in the event that costs exceed those originally agreed.
*Two estimates are required on cases where we will seek to recover our outlay from a third party who is responsible for the damage.
Alarm event logs and fire brigade reports
On some occasions we may request that you obtain a copy of the alarm event log from your alarm monitoring company.
For large fire and smoke losses, we may request a copy of the fire brigade report. In addition, a forensic expert may be appointed who will report back to us on the cause of the fire, the spread and the stop of the fire. This is particularly useful when the fire is electrical in origin.
Settlement/recovery
Settlement will be made by BACS upon receipt of the final invoice. Cheques can be issued if specifically requested.
For cases where there is a responsible third party, our dedicated team will set about recovering costs, including your policy excess. Where appropriate, we will enlist the support of one of our panel solicitors, who can also assist in the recovery of uninsured losses.
Hints and tips
Visit Risk Director for advice and guidance to prevent further or future damage or losses.
Once you are logged into Risk Director, you will be able to download relevant risk control notes on relevant topics, such as:
Arson
“End of day” checks
External security lighting
Fire risk assessment
Installing a CCTV system
Means of escape in the event of a fire
Pressure systems
Security fencing
Vacant buildings
Water damage.
Allianz Insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number 121849
