Navigating the insurance claims process can be challenging for business policyholders. Following best practices, including the active support of an insurance broker and claims team, may significantly improve the chances of achieving an optimal claim outcome
This guide outlines key strategies to help businesses navigate the claims process effectively, with professional broker/claims team support.
Understanding insurance policy coverages and exclusions
A thorough understanding of your insurance policy is crucial for a successful claim. Your broker can help clarify complex details and ensure you are fully informed.
- Coverage details: work with your broker to understand the types of coverage included, limits, exclusions and conditions.
- Policy terms: your broker support includes ensuring you are aware of all terms, conditions and reporting requirements.
- Deductibles and limits: set realistic expectations with your broker's guidance on deductibles and coverage limits.
Maintain accurate records for assets, financials and risk incidents
Ensuring accurate and organised record-keeping is crucial for supporting any potential or active claims.
- Document assets and inventory: keep detailed records of your business assets, including purchase receipts, invoices and inventory lists.
- Track financial transactions: maintain up-to-date financial records, such as income statements, balance sheets and expense reports.
- Log incidents: record any incidents that may lead to a claim, including dates, times, descriptions and any witness statements.
Our insurance brokers can guide clients on important documentation to prepare and maintain for business activities relating to potential claims scenarios.
Report losses promptly with broker/claims team support
Timely reporting is essential and helps your broker facilitate a smooth claims process by ensuring prompt and complete incident reporting.
- Immediate notification: reporting the incident to your insurance provider or broker/claims support as soon as possible is critical to minimise complications, delays and avoid claim denials. Typically, submitting a claim form ensures provision of the necessary information.
- Detailed information: when reporting the incident, provide all relevant details including the nature of the incident, the extent of the damage and any supporting documentation, with guidance and support of your broker/claims support.
Assemble comprehensive documentation with broker assistance
Supporting your claim with thorough documentation is crucial and your broker/claims support may advise on what's required to help compile all necessary evidence.
- Photograph and video evidence: providing clear photographs and videos of the damage or loss from multiple angles.
- Obtain expert reports: if applicable to your situation, obtain reports from experts, such as engineers, medical professionals or contractors, to substantiate your claim.
- Compile financial evidence: gather all financial documents related to the claim, such as repair estimates, medical bills and proof of lost income.
Collaborate with insurer's requests with broker mediation
To facilitate a productive claims outcome it's important to support requests from the insurer claims assessment and your broker/claims service may work collaboratively with you to ensure all insurer requests are met promptly.
- Responsiveness: respond promptly to any requests for information or documentation.
- Site access: coordinate site inspections if required to assess the damage or loss.
Review and negotiate claims settlement
The insurer may offer repair or replace lost or damaged items or make a settlement offer for the compensation amount. Once you receive a settlement offer take the time to establish its adequacy. Your Gallagher claim manager can help you assess the offer.
- Carefully review the offer: examine the settlement offer to ensure it accurately reflects the extent of your damages or losses. Don't forget to take ancillary costs such as removal of debris into account.
- Seek clarification: if any part of the offer is unclear or seems insufficient, seek clarification. Your claims handler can help you understand precisely what compensation is being offered.
- Negotiate if necessary: you're not compelled to accept a first offer. It may be possible to negotiate with the insurer to reach a fair resolution. Our claims advocacy can help with advice regarding additional evidence to support your case.
Our broker and claims team support is instrumental in reviewing and negotiating settlement offers to ensure fairness.
Access professional assistance with your broker/claims team
If your claim becomes particularly complex or contentious you can access professional assistance through your broker and claims support team.
- Insurance broker: your broker can provide valuable guidance and support throughout the claims process.
- Claims handler: a claims handler tracks progress and keeps you updated.
- Claims advocate: our claims advocacy team of experts represents your interests and help negotiate a fair settlement on your behalf.
We pride ourselves on our claims service
Part of our commitment to building business confidence is advocating for a fair outcome and supporting clients through claims is one of the key pillars of our business.
Through our network of contacts and relationships with insurers we are well placed to ensure that our clients receive their full entitlement under the applicable policy.
Our claims advocacy specialists are here to help if a payout dispute arises, to assist our clients obtain an optimal outcome.
Last updated 6 August 2025
