Business Insurance Claims FAQs

Call our 24/7 claims helpline 0800 587 8388 straight away to let us know what’s happened. We can get an emergency plumber, locksmith or builder to you as soon as possible. Get in touch as soon as you can so we can help quickly.

Call us immediately on 0800 587 8388 if you think that:

• Someone is making a claim against you.
• Someone plans to make a claim against you.
• There’s an issue that might result in a claim being brought against you.

Our claims team is available 24/7. Tell us everything so we know what’s happened.

You should:

• Speak to us before you contact a lawyer. We will try to get things resolved without involving lawyers, where possible.
• Give us a call when you can and don’t admit you’re to blame.
• Stay calm, we’ll help you get it sorted.

We’ll let you know the name and contact details of your claims specialist, along with your claim number. They’ll work with you to resolve your claim and you’ll be able to phone or email them while your claim is being investigated. They’ll let you know what will happen next and keep you updated.

We try to get all the information we need over the phone but sometimes we need a more detailed investigation. That’s where a loss adjuster comes in. We’ll brief them about your claim and they’ll work with you to get things resolved. They’ll visit you to understand exactly what’s happened and what evidence there is so the process can run smoothly.

Liability refers to being legally responsible for something. All claims against your business involve someone blaming you for their loss. The first thing we do is investigate liability. This means that we try to find out all the facts before deciding what to do next. Liability can be quite technical and complicated, but your claims specialist will be able to explain what’s happening every step of the way.

Your claims specialist will keep you updated and let you know, at every stage, what happens next. When you report a claim, we’ll give you your claims specialist’s phone number and email address so you can get in touch with them. They’ll be the person who supports you while your claim is being progressed.

Every claim is different but we do our best to get claims settled as fast as possible.

• We’ll gather all the details we need and, if we can, we’ll pay out as soon as we have enough information.
• If we can’t get all the details we need, even though cover’s been confirmed, we’ll pay out part of the claim while we sort out the rest.

• These claims can vary widely and involve many parties so it’s hard to say how long one might take.
• These are claims that are being brought against you by someone else.
• We’ll complete our investigation and talk to you about the outcome.
• If we decide to settle the claim, the person making the claim needs to give us supporting evidence. This might include medical evidence or specialist advice that can take a long time to come through.
• We’ll keep you updated as things progress.

• These claims can vary widely and involve many parties so it’s hard to say how long one might take.
• Some of these claims involve complicated technical issues and may require expert advice from specialist lawyers, which can be a long process.
• We’ll keep you updated as things progress.

Yes, you can email us at reportaclaim@travelers.com, although we can progress your claim quicker if you call us on 0800 587 8388. If you’re reporting your claim by email, please make sure you include your policy number, details of the claim and your contact details.

Even if you don’t report a claim straight away, we’d still like you to report it and we’ll help you with what to do next. If you don’t report a claim straight away, it might stop us getting important evidence like statements from witnesses or photos of an accident site. Even if nothing has happened yet but you think someone might make a claim against you because of a comment or accident, please let us know.

Depending on what’s happened, we might need to send a loss adjuster to work out what needs to be repaired or replaced. If we don’t need a loss adjuster, your claim specialist will work with you to confirm what has been lost or damaged, what the value is or what repairs are needed. Receipts are always helpful.

If someone contacts you about making a claim against you or your business, tell us as soon as possible and we’ll respond on your behalf. Call our 24/7 claims helpline on 0800 587 8388 straight away to let us know what’s happened.

It’s unusual but sometimes we do go to court to either defend or progress a claim. If you get papers from the court about a claim being made against your business, call your claim specialist straight away. They’ll make sure a lawyer is assigned to your claim. We work with a team of specialist lawyers who’ll handle your claim with us.

We’ll pay for any specialists we use to support your claim. If your company is VAT-registered, you’ll need to pay VAT and we’ll organise a VAT invoice for you.