Resources
Protocol for action in the event of a claim
Print this sheet and keep it where it can be reached without turning on a computer. In a fire or system encryption, the protocol that lives on the server does not exist.
First hour
- Check that no people are affected and evacuate if necessary.
- Notify emergency services when appropriate and keep the intervention report.
- Cut off supplies and contain the damage to prevent further growth.
- Photograph and record the general state before moving anything, with the date visible.
- Appoint a single point of contact for the entire file.
First twenty-four hours
- Report the claim to the broker by phone and confirm it in writing.
- Report the same day if there is evidence of theft, arson or criminal act.
- Take salvage measures and keep all the invoices they generate.
- Photograph the details: machines, merchandise, paintings, point of origin of the damage.
- Preserve the damaged remains even if they are in the way: they are the expert evidence.
- Write the chronology with times while it is remembered accurately.
First seven days
- Formalise the declaration in writing with apparent cause and provisional estimate.
- Gather policy, endorsements, asset inventory and latest accounts.
- Consider appointing your own loss adjuster if the amount justifies it.
- Prepare the documentation for the loss adjuster's visit and accompany them during it.
- Leave a written record of what was agreed in each meeting.
During processing
- Expressly request payment of the minimum amount within forty days.
- Document the business interruption day by day if there is a loss of profits.
- Record additional expenses separately to reduce the interruption.
- Do not carry out permanent repairs without prior agreement on the valuation.
- Review the settlement proposal item by item before signing the release.
The duty to mitigate the consequences of the claim is a legal obligation, and the expenses incurred in fulfilling it are paid by the insurer even if the salvage is unsuccessful.
More resources
Other working lists
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