How does a broker help with insurance claims?

When something goes wrong, your insurance policy should do exactly what you bought it for. But it can be really hard to know where to start, and who to turn to…

If you bought your insurance through a broker, like us, this is where it really pays off. Your broker is the one you can turn to in your hour of need. They’ll get the ball rolling and guide you through the process of a claim.

They’re the ones who’ll explain what’s happening in plain English, keep things moving, and make sure everyone sticks to the rules and timelines.

Or it might be support you need, and a good broker will offer that too. Because claims don’t just involve paperwork, they involve people. Claims can be stressful, and sometimes you just need someone to talk it all through with and get some reassurance.

Working with insurers (not against them)

We don’t see insurers as “the enemy”. We see them as partners in getting a fair, valid claim paid. We're doing our best to dispel the commonly held view that insurers are happy to take your money but less happy to pay it out again.

By law, brokers and insurers have to prove they treat customers fairly and provide clear communication. And we’re here to make sure that happens. Most people across the industry want to see fair outcomes for their customers.

Most claims are paid in the UK, which should reassure you that the system is built to support valid claims when the evidence stacks up.

A broker’s job is to keep everyone aligned and on track, and to help you present the facts clearly and completely so the right decision can be made as quickly as possible.

Who’s the FCA  and why does it matter?

The Financial Conduct Authority (FCA) is the UK’s conduct regulator. It sets standards for how financial firms behave and holds them to account if they fall short. In plain terms, brokers like us have to follow their rules, and you benefit from that protection.

For claims specifically, the FCA’s rulebook requires insurers to ‘handle claims promptly and fairly, provide reasonable guidance, avoid unreasonable rejections, and settle promptly once terms are agreed.’

That’s our benchmark too, and we nudge (and sometimes shove) the process along to keep it there.

Our role in your claim

• Guide
  We’ll map the journey, tell you what to expect, and share what’s needed when. No jargon, no surprises. We’ll also explain what the insurer is asking for and why.
• Translator
  Insurance can sound… insurance‑y. We’ll turn policy wording into plain English and help you set out your evidence clearly.
• Emotional support
  We’re here for the admin and for you. If you need to talk things through before you file photos or forms, call us.
• Timekeeper
  We’ll chase progress and keep everyone honest about timelines. Our role is to keep the process moving, escalate delays, and make sure you’re updated.

Truth first (always)

Being open from the start protects your claim. In fact, one of the most common reasons claims are declined is non‑disclosure (missing information or details that don’t match what’s in your policy).

Before talking to customers, clients, or solicitors – contact your broker. It’s important you go to them first, even if you just think you might have to make a claim. That way, they can help you make the right decisions. They might even be able to tell you how to avoid a claim being made in the first place.

What to expect, step by step

Knowledge is power. And sometimes, peace of mind too. Each broker will be different, but here’s a simple breakdown of our claims process, to help put you at ease:

1. Tell us what’s happened
   We’ll listen, note the essentials and explain the next steps.
2. We set up the claim
   We’ll help you complete forms and upload evidence in one go to avoid back‑and‑forth.
3. Assessment
   The insurer reviews the policy and evidence. If they need more, we’ll explain exactly why and help you respond promptly to keep things moving. (Delays often happen when info is missing, so we help you avoid that.)
4. Decision
   If it’s approved, great. We’ll confirm the settlement details and timescales. If there’s a concern or query, we’ll explain it, check it against your policy, and agree the best next step together.
5. Follow through
   We’ll stay with you until the claim’s closed, and we’ll use what we learn to improve your cover at renewal if needed.

Want more details? Go and find out more about how business insurance claims work.

Raising the bar

When it comes to claims, brokers are there to make sure your policy delivers real value when it matters most.

A good broker will explain everything in plain English, give you fast, responsive support from start to finish, and keep a close eye on outcomes.

Insurance can’t pay for things your policy doesn’t cover, so brokers won’t promise what isn’t possible. We’re not magicians…

But we’ll do everything we can (within the rules) to help you get the fair outcome you deserve. That’s our commitment to you.

Think of us as your personal cheerleader or loyal sidekick, who’s superpower is business insurance know-how.

Need to start a claim or sense‑check something before you do?

For more information about claims, including what can cause them, how to avoid them, and what to do if you have one, click on the 'claims' tag button at the end of this post.

Or, if you want to talk things through, call our claims team on 0345 222 5372. You can even start a claim online. We’ll guide you through any queries and get your claims sorted.