CLAIMS

At Staveley Head, we understand that experiencing an insurable event, such as an accident or theft, can be distressing. Our dedicated claims team is here to help you through every step of the process.

What You Need To Do To Make a New Claim.

It’s essential to report any incidents promptly within 48 hours to get the ball rolling on your claim. This is to ensure you can avoid potential additional charges as outlined in your policy terms and conditions.

During your call, we’ll request the following details:

• Your policy reference number
• Personal details: name, address, and best contact information
• Accurate date, time, and location of the incident, including identifiable landmarks
• Description of the circumstances surrounding the incident
• Third party’s vehicle registration number, insurance details (company & policy number), name, address if available, and best contact information
• Information regarding witnesses, including names and contact details
• Any available details on CCTV footage
• Information about police involvement, including reference or log number, attending officer ID, and department (station) dealing with the incident

If you don’t have all the details during your initial notification, don’t worry. We’ll provide you with a claim reference number, allowing you to complete your report when you have the necessary information.

How To Make a Claim on Your Personal or Commercial Insurance.

Once you’re in a safe environment, away from the scene of an accident, contact us.

To report a new claim, please call 01244 730010. Our phone lines are open 24/7, 365 days a year.

How To Make a Windscreen or Glass Claim.

If your windscreen has damage, such as a chip, crack, or broken glass, please call 0117 3042083. Our phone lines are open 24/7, 365 days a year.

What Happens After You’ve Submitted a Claim.

After receiving the claim, your insurer will investigate and assess the claim. They will then determine whether the claim is covered by the policy and, if so, the extent of the coverage.

Depending on the type of claim, you might be asked for more documentation, such as photos, police reports, medical records, or repair estimates.

Then, your insurer evaluates the provided information and assesses the claim’s validity and the amount to be paid out. They will also consider excesses, policy limits, and any applicable exclusions. 

After careful consideration, your insurer will approve or deny the claim. If the claim is approved, they will specify the amount to be paid out. If your claim is denied, you will receive details about how this decision was made.

If you disagree with the insurer’s decision or the offered settlement amount, you might have the option to appeal. Once the claim is settled, the insurance company will close the case. 

I Have a Query About My Policy. Who Do I Contact?

If you have any other questions about your insurance policy, please get in touch with us. Call 0800 0815 024 to talk to our customer service team. Our phone lines are open Monday through Friday from 9 a.m. to 5:30 p.m.