Business insurance liability claim
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Liability claims guidance
No-one wants to make a claim. For starters, it means your organisation has potentially suffered a pretty traumatic event already and we've all heard horror stories about drawn out claims processes and the stress these can cause.
Which is why we've created this guidance page. It's dedicated to helping you understand what to expect when making a liability insurance claim on behalf of your business and provides information and support you'll need along the way as we endeavour to make your claims experience as collaborative, personal, clear and effortless as possible.
What to expect when you make a liability claim
Making a claim can sometimes seem stressful, especially if you’ve not had to claim before. Our short video will walk you through your casualty claim, showing how we’re here to help every step of the way.
Life can be unpredictable and when it comes to employee and public liability, it's important to be prepared because we know claims happen. When a claim happens, it's important you tell us as soon as you can so that we can make enquiries.
We're here to resolve the situation as quickly and simply as possible, with Zurich keeping you up to date at every key stage. A claims expert will aim to get in touch within three days to let you know if the claim is covered under your policy. If needed, they'll then investigate the claim and provide dedicated support from now until conclusion.
To properly investigate, we need as much information as possible. There's a tick list of key things you'll need in your e-mail. It helps if you do your research and pull things together before they make contact.
We also have a team of experienced claims inspectors who can visit the place the accident is alleged to have happened. We can mobilise them quickly and flexibly to visit at a time that suits you, fast and convenient. We give you the most accurate assessment and the fastest possible decision.
To make the best assessment of the situation. We'll need as much documented evidence as possible because we may have to give it to anyone making a claim against you. Your claims expert will review the evidence and give you their professional opinion on the prospect of a successful defence.
If there's a slip or fall on a wet floor, we might deny liability by stating that the area was properly signposted. A claimant or their solicitor will ask for proof and if we can provide CCTV footage it will really help your defence. If evidence doesn't exist, don't panic, but do let us know straight away as we'll declare this to the claimant's solicitor and let you know if this weakens a denial.
Where we think the claim will be under £25,000, we generally need to provide this within 40 days. For injury claims over £25,000 and damage claims over £100,000, we have up to three months to decide liability, but we'll work with you to do this as quickly as possible.
If we choose to decline the claim, the decision often won't be accepted and the other side may ask for more evidence or information. We'll provide what we're obliged to hand over, but if there's a disagreement as to what needs to be supplied or a deadline is missed, the claimant can then file an application with the courts and claim for associated costs.
If we are successful in our defence, then the claim will be resisted. However, if it turns out we need to pay the claim or are ordered to do so by the court, we'll have to go down route B.
For injury claims, if it's decided that there is full or partial fault, we'll need supporting medical evidence before we pay damages. The evidence might be a report from the claimant's GP or A&E department, though sometimes we'll arrange for the claimants to be seen by an independent expert.
Claims for damage only will also require supporting evidence, for example receipts. In all cases, the claimants will need to prove that the injuries or damage are directly attributable to the accident. If they can't, the claim can fail at this point.
Negotiating claims isn't always a quick process, and we know it can be daunting if you've not been through it before. But please don't worry, we'll keep you informed at every key stage.
Timelines depend on the situation. We may need a second opinion once treatment is finished before the claim can be settled. If we can't agree a level of compensation, the courts may have to decide. Whatever the outcome, we'll provide you with a complete overview before we conclude the claim.
We're always happy to answer any queries, big or small, and if you want to be kept up to date more or less frequently, just let us know. One things for sure, we'll work around you and we'll be here every step of the way.
Rehabilitation service available to customers with Employers' Liability insurance
At Zurich we have a dedicated, medically qualified team of rehabilitation case managers and assistants who offer expert rehabilitation case management services to proactively manage injuries sustained in the workplace. The Zurich General Insurance Rehabilitation team provides both pre and post claim solutions to meet the needs of our customers who have Employers' Liability insurance.
Watch our video about the service we offer and hear from one of our customers who has experienced working with the team. You can also view our rehabilitation support page for more information about the service we offer, and access useful guides and answers to your frequently asked questions.
Life can be unpredictable and when it comes to employee and public liability, it's important to be prepared because we know claims happen. When a claim happens, it's important you tell us as soon as you can so that we can make enquiries.
We're here to resolve the situation as quickly and simply as possible, with Zurich keeping you up to date at every key stage. A claims expert will aim to get in touch within three days to let you know if the claim is covered under your policy. If needed, they'll then investigate the claim and provide dedicated support from now until conclusion.
To properly investigate, we need as much information as possible. There's a tick list of key things you'll need in your e-mail. It helps if you do your research and pull things together before they make contact.
We also have a team of experienced claims inspectors who can visit the place the accident is alleged to have happened. We can mobilise them quickly and flexibly to visit at a time that suits you, fast and convenient. We give you the most accurate assessment and the fastest possible decision.
To make the best assessment of the situation. We'll need as much documented evidence as possible because we may have to give it to anyone making a claim against you. Your claims expert will review the evidence and give you their professional opinion on the prospect of a successful defence.
If there's a slip or fall on a wet floor, we might deny liability by stating that the area was properly signposted. A claimant or their solicitor will ask for proof and if we can provide CCTV footage it will really help your defence. If evidence doesn't exist, don't panic, but do let us know straight away as we'll declare this to the claimant's solicitor and let you know if this weakens a denial.
Where we think the claim will be under £25,000, we generally need to provide this within 40 days. For injury claims over £25,000 and damage claims over £100,000, we have up to three months to decide liability, but we'll work with you to do this as quickly as possible.
If we choose to decline the claim, the decision often won't be accepted and the other side may ask for more evidence or information. We'll provide what we're obliged to hand over, but if there's a disagreement as to what needs to be supplied or a deadline is missed, the claimant can then file an application with the courts and claim for associated costs. If we are successful in our defence, then the claim will be resisted. However, if it turns out we need to pay the claim or are ordered to do so by the court, we'll have to go down route B.
For injury claims, if it's decided that there is full or partial fault, we'll need supporting medical evidence before we pay damages. The evidence might be a report from the claimant's GP or A&E department, though sometimes we'll arrange for the claimants to be seen by an independent expert.
Claims for damage only will also require supporting evidence, for example receipts. In all cases, the claimants will need to prove that the injuries or damage are directly attributable to the accident. If they can't, the claim can fail at this point.
Negotiating claims isn't always a quick process, and we know it can be daunting if you've not been through it before. But please don't worry, we'll keep you informed at every key stage.
Timelines depend on the situation. We may need a second opinion once treatment is finished before the claim can be settled. If we can't agree a level of compensation, the courts may have to decide. Whatever the outcome, we'll provide you with a complete overview before we conclude the claim.
We're always happy to answer any queries, big or small, and if you want to be kept up to date more or less frequently, just let us know. One things for sure, we'll work around you and we'll be here every step of the way.
