Claims guide
Check your policy schedule, notify your insurer promptly, and keep clear records from day one.
If something has gone wrong — fire or flood damage, a break-in, a customer injury on your premises, or stock loss — follow the notification process in your policy wording and schedule.
Every policy differs by insurer, excess and claims route. This guide describes the usual process for licensed premises but your own policy documents are definitive. For general insurance terms, see the BIS-Nationwide insurance glossary.
Locate your schedule and policy booklet. These tell you:
If you cannot find these details, contact Pub Insurance 4u and we will help you identify the correct insurer or claims contact.
People come first. Evacuate if needed, call emergency services, and isolate gas, electric or water supplies where safe to do so. Do not reopen affected areas until authorities and qualified contractors confirm it is safe.
Most policies require notification as soon as reasonably practicable, using the method stated in your wording.
Contact your insurer or their claims handler directly using the details on your schedule.
Do not admit liability to customers, suppliers or licensing authorities without the insurer’s agreement. If you are unsure which number to use, check your schedule first, then contact us.
Your policy wording describes your duty to minimise loss — for example boarding up after break-ins, isolating flood water, and moving undamaged stock away from affected areas. Keep receipts for emergency repairs and temporary security.
After notification, the insurer or their claims handlers may appoint loss adjusters. Deal with them directly and answer questions honestly. Your policy excess applies where stated on your schedule.
Follow the make-safe and reinstatement process in your policy wording — do not appoint major reinstatement work without insurer agreement unless the wording allows emergency works. Log lost turnover and extra costs from day one if business interruption cover applies. Do not dispose of damaged fixtures, equipment or stock until the loss adjuster agrees.
When a customer or employee alleges injury on your premises:
If cover is declined, the insurer should explain why with reference to your policy wording. You can ask us to help you understand the decision or raise a complaint through our complaints process. Eligible customers may refer complaints to the Financial Ombudsman Service.
Declare claims and relevant circumstances accurately at renewal. If you are unsure whether to notify an incident, check your schedule first, then contact us.
If you cannot find your policy documents or are unsure who to notify, we can help you identify the correct claims route for your policy.