Claims

Our Promise

Insurance is rightly judged on the quality of support you receive in the event of a claim, or loss. At Towergate Insurance Brokers, we endeavour to arrange the most suitable insurance programme, designed around your needs, placed with top rated insurers. But that is just the start; should the worst happen, we firmly believe in supporting you at the time you need us the most, getting you back in the same position you were in before the loss – as quickly and painlessly as possible.

Dealing with a claim for a management team, who may be in disaster recovery mode can be difficult and time consuming. Your focus will quite rightly be on your business, staff, clients and general trading. Our priority is to take the complexity of a claim off your hands and negotiate a fair and prompt claim settlement on your behalf. We’re here to help when you need it most.

Providing a local, proactive, responsive and reassuring claims service is our number one priority. We believe we do that, with more claims expertise, in more places, which is why we have over 100 dedicated claims staff in over 30 locations. In addition to your usual account management team, our in-house claims experts are on hand to assist you on the claims journey, whenever you need us, wherever you need us. In addition, we have specialist teams in many areas and sectors, including commercial motor, caring professions, property, real estate and professional indemnity.

We also help analyse the causal effect to make sure of greater prevention in the future.

In addition to dealing with insurers when there is a claim, our experts also form part of your account management team, offering claims reporting, insight, trends, analysis and proactive advice on how to best manage your risk and improve claims performance, together with general loss prevention and mitigation advice.

Remember, our claims promise is that we are:

  • Local and in-house
  • Staffed by technical experts, with access to specialists
  • Proactive and hands on
  • Resourceful and aware of best practice
  • Part of your account management team
  • Always focused on delivering the best outcome

To make a claim select the office that manages your insurance

 

Making a Claim in an Emergency

Some claims may require emergency action. If you need an immediate response, even if it’s out of hours, we’re here for you. In the first instance contact your usual Account Management team on their mobile phones. If you know your insurer, you can also use their emergency helplines. It is a good idea to check your documentation and have your policy number available, when reporting an incident.

Assisting you with claims defensibility

Dealing with claims can be stressful and time-consuming, especially when liability is disputed, or you feel as though the claims costs have been inflated. We make sure insurers fight hard to defend liability where it is appropriate, and ensure that evidence is gathered and shared in a timely manner. This enables fast and accurate liability decisions. In cases where liability does have to be admitted we work with clients and insurers to achieve the most economic and stress-free outcome. However, defensibility should start before events occur by helping you strengthen your position against potential claimants.

When someone makes a claim against you or your business, you will have the right people defending your position.

  • Dispute of Liability - We work with clients, insurers, risk managers and loss adjustors to ensure the party at fault pays the claim.
  • Helping you avoid a lack of evidence - We can assist with Risk Management and Health & Safety, workforce training, improved procedures and technology to ensure you can put up an effective defence before or after events occur.
  • Avoiding excessive damages – With proactive handling from the start, together with support on risk management and record keeping, we help you to ensure any claims you do have to accept are accurately awarded.

 

Emergency Advice from our claims experts

Employers Liability incidents advice to clients:

  • Never admit responsibility, ensure the matter is dealt with professionally and unbiased
  • Take photos of an area concerned as soon as the incident has occurred, retain any CCTV
  • Ensure an entry has been made in the Accident Book no matter how minor
  • Report the incident to your Claims Team and/or Account Executive at the first opportunity
  • Follow the Company Staff Handbook regarding covering wages and handling time away from work due to recuperation or ongoing treatment, ensure the employee is dealt with in the same manner as any other employee (no special treatment)
  • How severe is the injury? Have the HSE been informed? hse.gov.uk/riddor - In cases of death, major injury, or dangerous occurrences, you must notify the enforcing authority without delay, most easily by calling the Incident Contact Centre.  Cases of over-seven-day injuries must be notified within fifteen days of the incident occurring, employers must continue to record over 3-day absence events.  Cases of disease should be reported as soon as a doctor notifies you that your employee suffers from a reportable work-related disease.
  • Has a County Court Claim form been issued or any formal solicitor correspondence is received this is to be forward unanswered and without delay
  • Has a post incident Risk Assessment been completed?
  • Is this a re-occurring incident?  do you need to review working procedures/practices?
  • Ensure all Health and Safety meetings concerning the incident are minuted
  • Gather Witness statements
  • Gather the Employee’s Training records

Public Liability incidents advice to clients:

  • Never admit responsibility, ensure the matter is dealt with professionally and unbiased
  • Take photos of an area concerned as soon as the incident has occurred, retain any CCTV
  • Ensure an entry has been made in the Accident Book no matter how minor
  • Report the incident to your Claims Team and/or Account Executive at the first opportunity
  • Is this injury - How severe is the injury? Have the HSE been informed
  • hse.gov.uk/riddor - In cases of death, major injury, or dangerous occurrences, you must notify the enforcing authority without delay, most easily by calling the Incident Contact Centre
  • Is this damage to Property – How severe, take plenty of photographs
  • Has a County Court Claim form been issued or any formal solicitor correspondence is received this is to be forward unanswered and without delay
  • Has a post incident Risk Assessment been completed?
  • Is this a re-occurring incident?  do you need to review working procedures/practices?
  • Ensure all Health and Safety meetings concerning the incident are minuted
  • Gather Witness statements
  • Gather applicable contracts depending who is involved, i.e. if the incident involves a contract between the policyholder and customer etc to establish who is legally responsible

 

Property Damage advice to clients:

  • Don’t wade through flood water. You could be swept away by rapidly-moving flood waters where currents can be stronger than they look. Also, flood waters can carry debris, chemicals, and sewage which can cause injuries, disease, infection, and that are generally harmful to one's health
  • Don't handle electrical wires. Always remember that electrical lines and water do not mix. Standing in water and attempting to remove electrical wires is dangerous. Also remember that even if you do not have power in some locations in your house, not all the lines could be dead
  • Don’t light candles in a flooded building. It’s very possible that standing flood water could contain oil, gasoline, or other flammable liquids.
  • Take plenty of photos of the damaged, retain any CCTV footage
  • Does this involve a criminal act? If so, inform the Police
  • Does this involve a Third Party – i.e. contractor? (if so we will need a copy of contracts in place)
  • Make the area safe and mitigate any loss as soon as possible by…. turning off supplies if needed, arranging temporary repairs to prevent further damage (if the costs here is not much different to the full repair obtain insurer advice as soon as possible however insurers would expect a policyholder to act prudently uninsured.
  • If a repair can be done to prevent further damage, take photos and ensure this is done to mitigate any loss, i.e. repair the burst pipe but await insurers instruction regarding the rectification work
  • Obtain Contractors’ advice on the cause and rectification costs, ask them to put this in writing

Report a claim

Ageas

Product Telephone
Home 0345 122 3019
Motor 0345 122 3018
Property 0345 122 3283
Travel 0345 122 3280
Fleet 0345 125 8833

AIG

Product Telephone
Liability 0208 680 7254
Property 0345 266 0582
Commercial Motor 0345 266 0575

AIUA

Product Telephone
EIL - Non Pollution 0208 150 5265

Allianz

Product Telephone
Property 0344 412 9988
Liability 0344 893 9500
Commercial Motor 0330 102 8036
Home 0345 073 1117
Motor 0330 102 8036

Amlin

Product Telephone
Commercial Motor 0344 856 2455
Property 0344 856 2131

Arista

Product Telephone
Property & Liability 0345 415 0492
Motor 0345 415 0489
Windscreen 0345 128 7905

Arista (Hiscox)

Product Telephone
Management Liability Portfolio & Professional Indemnity 0800 840 2432

Arista (ARAG)

Product Telephone
Legal Expenses 0117 917 1698

Aviva

Product Telephone
Commercial Property 0345 030 7761
Corporate Property 0345 030 7628
Agriculture 0345 301 2139
Commercial Motor 0800 246 876
Business Travel - Medical Emergency Abroad 01243 621 066
Personal Property 0800 012 345
Personal Motor 0800 678 999

Aviva (Distinct)

Product Telephone
Distinct Home 0800 051 1750
Distinct Motor 0800 051 1750
Travel 0800 051 1750
Travel from Abroad (+44) 01603 208 537
Medical Emergency Abroad (+44) 01603 208 538

AXA

Product Telephone
Liability 0345 900 4185 Option 3
Home Direct/Personal Lines 0300 024 8086
Motor Direct/Personal Lines 0330 024 1305
Commercial Property 0370 850 7134 Option 3
Travel - Emergency Medical Assistance UK and abroad 01737 815626
Travel - Claims 0300 024 1307 Option 1
Motor Trade 0370 900 1753
Commercial Motor 0345 900 4185

Azur

Product Telephone
Home 0203 319 8999
Motor 0203 319 8999
Travel - Medical Emergencies 01273 721 385
Travel - Non Medical / Non Emergency 0203 319 8999
Home Legal Expenses (DAS) 0344 893 9307
Motor Breakdown (DAS) 0344 893 9307

BIB Underwriting

Product Telephone
Commercial Lines 0208 150 5265

Chubb

Product Telephone
Commercial Lines 0345 841 0845

Covea

Product Telephone
Liability 0330 134 8186
Property 0845 070 1273

DAS

Product Telephone
General 0845 300 6168

Dual

Product Telephone
Home 08447 704 205
Travel 0208 050 1991

Eclesiastical

Product Telephone
all lines 0345 603 8381

Ansvar

Product Telephone
all lines 0345 606 0431

ERS

Product Telephone
Motor 0330 123 5992

Fusion

Product Telephone
all lines 0344 892 1787

Hiscox

Product Telephone
Business 01206 773 899
Private Clients - Claims 01206 773 776
Motor - Claims 0800 840 2405
Commercial Property 01206 773899
Travel 01206 773776
Emergency Medical Assistance when travelling - Private clients 0207 902 7120
Emergency Medical Assistance when travelling - Business Travel 0208 290 4442

Home & Legacy

Product Telephone
Motor 0344 893 8360

NIG

Product Telephone
Property - Out of hours 01732 520 270
Liability - Out of hours 01732 520 270
Motor 0345 300 4644

NMU

Product Telephone
all lines 07740 178 428

Oak

Product Telephone
Home 0330 303 1830
Motor 01227 284 774
Travel Overseas cancel or delay 0207 902 7128
Travel UK cancel or delay 0333 4567004
Liability 0333 456 7004

QBE

Product Telephone
Property 0800 085 3187
Commercial Motor 0808 100 8181

RSA

Product Telephone
Commercial Property 0330 102 4100
Commercial Motor 0330 102 4203
Home 0845 450 3370

Sterling

Product Telephone
Private Clients 0330 134 81863

Tokio Marine

Product Telephone
Property 0800 169 2470

Travelers

Product Telephone
all lines 0800 587 8388

Zurich

Product Telephone
Property 0800 302 9055
Commercial Motor 0800 302 9055
Personal Lines Motor 0800 302 9057
Home 0800 026 1798
Motor UK 0800 400 641
Motor Essentials 0870 787 7002

Zurich Private Clients

Product Telephone
Home 0800 096 9999
Motor 0800 096 9999
Travel 0800 096 9999

Zurich Municipal

Product Telephone
Motor 01489 882 110
Motor 0800 923 4200