Reporting an Incident
We're here to support you through the claims process. This page explains how to report an incident and what to expect when making a claim.
Important Information
As your insurance broker, we support you through the claims process and act as your advocate with the insurer. However, all claims decisions—including whether to accept, decline, or settle a claim—are made solely by your insurer, not by Focus Insurance Services. We cannot guarantee any particular outcome.
Need to Report an Incident?
Call us during business hours: Monday–Friday, 9:00am–5:00pm
How We Support You
While claims decisions rest with your insurer, we provide guidance and support throughout the process.
Initial Guidance
We help you understand your policy coverage and guide you on what information you'll need to provide to the insurer.
Claims Submission
We assist in preparing and submitting your claim notification to the insurer, ensuring all required details are included.
Ongoing Liaison
We act as your point of contact, chasing updates from the insurer and keeping you informed of progress.
The Claims Process
Here's what to expect when you need to make a claim on your policy.
Report the Incident
Contact us as soon as possible after an incident occurs. Call 01733 263311 during business hours or email [email protected]. Provide basic details of what happened, when, and where.
Gather Information
We'll guide you on what information and documentation the insurer will need. This typically includes photos, witness details, police references (if applicable), and a written account of events.
Claim Notification
We submit the claim notification to your insurer on your behalf, including all supporting documentation. The insurer will acknowledge receipt and may assign a claims handler.
Insurer Assessment
The insurer reviews your claim against your policy terms. They may request additional information, appoint a loss adjuster for larger claims, or arrange inspections.
Decision & Settlement
The insurer makes their decision on the claim. If accepted, they will arrange settlement according to your policy terms. We keep you informed throughout and can clarify any queries.
Information You'll Need
Having this information ready will help us process your claim notification efficiently.
General Information
- Your policy number
- Date and time of the incident
- Location where it occurred
- Detailed description of what happened
- Names and contact details of any witnesses
- Police reference number (if reported)
- Any correspondence received (e.g., solicitor letters)
Documentation
- Photographs of damage (before any repairs)
- Repair estimates or invoices
- Proof of ownership (receipts, valuations)
- CCTV footage (if available)
- Medical reports (for injury claims)
- Vehicle registration documents (for motor claims)
- Building/contents inventory (for property claims)
Common Claim Types
Different incidents require different information. Here's guidance for common claim scenarios.
Property Damage
Storm, flood, fire, or accidental damage to buildings or contents. Photograph damage before repairs and obtain estimates.
Theft & Burglary
Report to police immediately and obtain a crime reference number. List all stolen items with values and proof of ownership.
Motor Incidents
Exchange details with other parties. Note registration numbers, take photos of damage and the scene. Report to police if required.
Fire Damage
Ensure safety first. Contact fire brigade and obtain their report. Do not dispose of damaged items until insurer advises.
Water Damage
Stop the source if safe to do so. Document the damage and affected areas. Keep damaged items for inspection if possible.
Liability Claims
Do not admit liability. Forward any correspondence immediately. Provide full details of the incident and any witnesses.
Important Reminders
Following these guidelines will help ensure your claim is processed smoothly.
Report Promptly
Notify us as soon as possible after an incident. Delays may affect your claim.
Document Everything
Take photos and keep records. Don't dispose of damaged items until advised.
Mitigate Loss
Take reasonable steps to prevent further damage, but don't put yourself at risk.
Don't Admit Liability
For third-party claims, don't admit fault. Forward all correspondence to us.
Claims Support Hours
Our claims support is available during business hours: Monday to Friday, 9:00am to 5:00pm. Outside these hours, please email us and we will respond on the next working day.
For emergencies outside business hours (e.g., major fire, flood, or security breach), please refer to your policy documents for the insurer's 24-hour emergency helpline number, or contact the emergency services as appropriate.
Need to Report an Incident?
Contact our team during business hours and we'll guide you through the process.