How to complain about public liability insurance

What the insurer will need first

Keep the incident itself separate from later opinion about blame. Record what was seen, said and done at the time.

Different parties may have their own insurers. Record who was involved rather than trying to decide every responsibility yourself.

For this subject, record the position on three points: a claim has been declined; a policy was sold on information you say was incorrect; and communication or delay has caused a problem. Give dates where possible and identify the source of information supplied by somebody else.

Put these items together next: policy and claim references; a dated timeline; and the specific resolution you seek. Keep originals in their existing form. An incomplete genuine record is better than a polished reconstruction made later.

Check the policy’s notification instructions and use the contact route shown in the documents. Keep proof of what was sent and when. If the matter changes, pass the new information on.

How to organise the facts

These points may affect what needs to be reported or preserved:

• A claim has been declined
• A policy was sold on information you say was incorrect
• Communication or delay has caused a problem

If new information arrives, add it rather than changing the original note.

Begin with “a claim has been declined”. Write down when it happened, who was involved and what was done straight away. Avoid filling gaps with assumptions. If you are not sure of a detail, say so and check the original record.

Next consider “a policy was sold on information you say was incorrect”. Preserve any photographs, correspondence, contracts or job notes that bear on it. The third point, “communication or delay has caused a problem”, may explain why the matter needs prompt notification even if no formal demand has arrived.

Keep the account factual. The insurer or broker can ask follow-up questions and decide what the policy requires; your immediate job is to preserve the information and pass it on.

Documents that may be requested

Start with the original records rather than a later reconstruction:

• Policy and claim references
• A dated timeline
• The specific resolution you seek

Organise the material under three headings: “policy and claim references”, “a dated timeline” and “the specific resolution you seek”. Add dates wherever they are known and keep each original document or image unchanged.

Separate what you saw from information supplied by somebody else. For anything received later, note who supplied it and when. This gives the insurer or broker a clear record without turning uncertain details into fact.

Keep personal and medical information secure and share it only through an appropriate route.

Read the claim correspondence carefully

• Use the official complaints route
• Watch time limits in final-response letters
• This guide is information, not legal advice

Tell the insurer or broker when the position changes, including any new injury information or repair estimate.

Records that may be needed later

Save the original job information, photographs, messages and any later correspondence in date order. Keep a note of telephone conversations, including who called and what was agreed. Do not rewrite an earlier record to make it neater.

Pass letters of claim, solicitor correspondence or new evidence to the insurer or broker promptly. Avoid entering into an argument with the other party or promising a payment before the firm handling the claim has considered it.

If urgent action was needed to make the place safe or prevent further damage, keep the invoice and explain why the work could not wait. One caution is worth repeating: This guide is information, not legal advice.

Once the immediate issue has settled, review what happened. A practical change to the work method, site records or customer instructions may reduce the chance of a repeat.