It is fundamental in our company's philosophy to ensure that your claim is swiftly and properly processed .

In the event of a loss, we are here to help you throughout what is often a stressful time. In your policy documentation you will find details of the insurer's claims notification line. Before you speak to the underwriter however, we strongly recommend you contact us first, to ensure that your claim is properly formulated and presented correctly.

t: 0870 042 4300
f: 0870 042 4301
e: claims@fgis.co.uk

In many cases this may mean we can advise on the best course of remedial action and suggest options for obtaining a swift repair/ replacement. In some cases, more than one section of the policy may be operational and we will advise you on what they are, and how to claim under each part.

In an emergency that occurs outside normal office hours you will normally find a 24 hour help-line number for the insurance company in your policy documentation. Alternatively, the ABI website provides emergency contact numbers for most UK insurers. Click here for details.

All insurance policies have claims conditions that impose certain requirements. A failure to meet these can lead to problems obtaining a full settlement or, in extreme cases, getting any payment at all.

Your basic responsibilities where a claim or accident reporting incident arises are:

• To report the incident to us or your insurer immediately;
• To take all reasonable steps to minimise the loss;
• To advise the authorities, where appropriate;
• To co-operate with us and/or your insurer in any investigation including the supply of supporting evidence;
• To act at all times in good faith; and
• Where damage to another person or their property is concerned (for example in the case of motor accidents), to never admit liability to anyone and refer any correspondence received direct to us and unanswered.

Remember that you have a duty to report accidents even where they may not immediately lead you to make a claim. For instance, consider a motor accident where little damage appears to have been done and both parties depart the scene amicably. You should still report the incident. This is in case sometime afterwards the other driver discovers that there is damage to his/her vehicle and that you are at fault for it. Or worse, that he or a passenger have been hurt in the accident (something he/she may well not have noticed at the time).

In all cases it is useful to make a written note of the basic facts, such as the time of discovery or when the incident occurred.

The following notes are designed to help you more specifically with most of the typical claim types:

Damage to Property

Make a list of the damaged property and find as much as you can in the way of documentary evidence to support of the amounts claimed, such as receipts or repair estimates.

If damage is extensive we will arrange for a Loss Adjuster to attend urgently.

Theft of Property

Make a list of the lost or damaged items and find as much as you can in the way of documentary evidence to support of the amounts claimed, such as receipts or repair estimates.

Notify the Police of the incident and keep a note of the Crime Reference Number and station address.

Loss of Money

Documentary evidence (such as cash withdrawal slips) showing the exact amount of money stolen will be required.

Notify the Police of the incident and keep a note of the Crime Reference Number and station address.

Motor Accidents

At the scene of the accident obtain details of:

• Third parties names and addresses;
• The registration number of any vehicles involved; and
• Whenever possible, the name and address of any witness to the accident.

It is a requirement that all accidents are reported as soon as possible, even where there is no damage to your vehicle. Any accident involving injury needs to be reported to the Police.

Most motor insurers operate a 24-hour helpline where they can take details of the accident over the telephone and arrange for your vehicle to be removed to an approved repairer, if necessary. Always have your Policy Number to hand when contacting insurers direct, and please take a note of their claim reference number.

Any correspondence received from third parties, or their representatives, should be forwarded immediately, unanswered, to us for attention. Insurers only have a limited time to respond to third party correspondence, so it is essential that this is done quickly.

Most insurers operate an Approved Repairer Scheme - details of which will be provided via their helpline, or contact our Claims Department.

Motor Theft

Theft of a vehicle should be reported immediately to the Police and as soon as possible to us or your insurers. Keep a record of the crime reference number. In most cases your insurers will wait a period of up to six weeks to see if the vehicle is recovered, prior to making a settlement offer.

The original Vehicle Registration Document (V5), MOT Certificate, purchase receipt and details of any finance/lease agreement etc. need to be passed to insurers to enable them to set a value on the vehicle.

Employers Liability - Injury to Employees

Your insurers MUST respond to any letter of claim you receive within 21 days, otherwise the claimant's solicitors can issue proceedings without any sanction. It is essential therefore, that all letters of claim be passed on to us immediately upon receipt with all relevant information.

This means you must:

• Report all claims/incidents likely to give rise to a claim IMMEDIATELY
• Complete a claim form as quickly as possible and return it to us
• Retain all evidence on any incidents such as:
  • Incident/Near miss report forms
  • Accident Book Entry
  • First Aider Report
  • Safety Officer Report
  • Heath & Safety Executive Documentation
  • Photographs/Sketch Plans
  • Security Videos

Pass on all correspondence received in connection with the matter to us immediately and unanswered.