SiteKiln gives you plain-English information, not personal insurance, financial or legal advice. If you need advice specific to your situation, talk to a qualified insurance broker or solicitor.
6.9.1 The short version
When something goes wrong, your job is simple: tell the insurer fast, tell them everything, and prove it. Every policy has rules on how quickly you must report claims and what evidence you must provide -- miss those and you hand them an excuse not to pay.
In practice that means: report as soon as you even suspect a claim, follow the process in the policy wording, and keep your paperwork and photos tight.
6.9.2 First 24 hours -- what to do
As soon as there is an incident or you get a hint of a claim:
- Make things safe and limit further damage -- board up, secure the area, stop work if needed.
- Report theft or vandalism to the police and get a crime reference number (CRN) if relevant -- most theft claims need one.
- Take timestamped photos and videos of damage, site conditions, tools, plant, surroundings -- before you clear up if you safely can.
- Tell your insurer or broker immediately, using the claims number or portal in your documents -- do not wait to "see how it plays out".
Most policies have strict notice periods, especially for injury or liability claims, and say late notification can prejudice or even invalidate cover.
6.9.3 Getting the paperwork and evidence right
Insurers like evidence. The better your file, the smoother it goes.
They will usually want at least:
- Basic details -- your policy number, contact info, when and where it happened, what was involved.
- Photos and video -- of the scene, damage, tools/plant, any hazards or defects.
- Proof of ownership and value -- invoices, receipts, serial numbers, asset register, bank statements for tools/plant claims.
- For liability claims -- incident reports, accident book entries, witness details, risk assessments, method statements, training records, maintenance records, relevant contracts.
- For bigger jobs -- copies of the building contract, drawings, variation orders, payment records and correspondence.
Complete any claim forms carefully and honestly -- rushed or incomplete forms cause delays and give the insurer room to question your claim.
6.9.4 Common pitfalls that kill or gut claims
The same mistakes come up again and again:
- Late notification -- waiting weeks to tell the insurer, especially on injury or liability claims, despite a clear duty to report "immediately" or "as soon as practicable".
- Under-insurance -- sums insured too low, so the average clause kicks in and you only get a proportion of what you claimed (for example 50% if you were 50% under-insured).
- Breach of conditions -- not following security, storage or risk-management conditions (for example tools left in vans overnight contrary to the policy wording).
- Poor documentation -- no receipts, no crime reference number, no photos taken before repairs, no records of site training or inspections.
- Business description mismatch -- policy set up for "general builder" but you are really doing higher-risk work (for example deep groundwork, demolition, asbestos) that was never disclosed.
Insurers also expect you to take reasonable steps to prevent further loss -- board up broken windows, secure damaged areas, remove accessible kit -- or they may argue part of the claim is on you.
6.9.5 Quick claims-ready health check
You will find claims much less painful if you can say "yes" to most of these before anything happens:
You know where your policy documents and claims phone numbers/portals are, and you can get to them on your phone on site.
You keep receipts/records for tools, plant and major kit, or at least have bank statements and an asset list you can get to quickly.
Your sums insured for tools, plant, contract works and property are based on realistic replacement values, not guesses from five years ago.
You and your supervisors know you must report potential liability claims (injury, damage, threats of "I'll see you in court") to insurers straight away, even if nothing formal has landed yet.
You routinely keep site records -- photos, daily diaries, risk assessments, method statements, training logs -- in a system you can actually find again.
If any of those are a "no", that is your prep list now, not when you are standing in a half-flooded extension arguing with a loss adjuster.
6.9.6 What to do next
- Save your policy documents and claims phone numbers somewhere you can access on your phone on site.
- Keep receipts, serial numbers and bank statements for tools and plant so you can prove ownership and value.
- Make sure your sums insured are based on realistic replacement values, not old guesses.
- If something happens, report it to your insurer the same day -- do not wait to see how things play out.
- Take timestamped photos of damage before you clear up or start repairs.
6.9.7 Who to contact
- Your insurance broker -- first point of contact for most claims (paid)
- FCA Financial Services Register -- fca.org.uk/firms/financial-services-register -- to check your insurer or broker is authorised (free)
- Financial Ombudsman Service -- 0800 023 4567, financial-ombudsman.org.uk -- if your claim is unfairly rejected or delayed (free)
- ABI (Association of British Insurers) -- abi.org.uk -- general guidance on making claims (free)
- Citizens Advice -- citizensadvice.org.uk -- for general guidance on your rights (free)
6.9.8 Sources and legislation
- Consumer Insurance (Disclosure and Representations) Act 2012 -- your duties when making a claim and disclosure obligations. legislation.gov.uk/ukpga/2012/6
- Third Parties (Rights against Insurers) Act 2010 -- rights of injured parties to claim against your insurer. legislation.gov.uk/ukpga/2010/10
- Employers' Liability (Compulsory Insurance) Act 1969 -- claims context for employer liability. legislation.gov.uk/ukpga/1969/57
6.9.9 Related guides on this site
- 6.1 Public liability insurance
- 6.2 Employers' liability insurance
- 6.4 Tools and plant insurance
- 6.5 Contract works / all risks insurance
- 12.4 If your tools are stolen -- step by step
- 6.10 Insurance for subcontractors
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