When something goes wrong,
we're in your corner.
Making a claim can feel overwhelming. This page tells you exactly what to do, what we need from you, how the process works, and what your rights are under FCA rules.
Notify us first — before you contact the insurer
We manage claims on your behalf and get better outcomes. Our number is below.
What to do immediately
after an incident
The first few hours after an incident matter. The actions you take — or don't take — can affect whether your claim is paid and for how much. Follow these steps in order.
Ensure safety first
Before anything else — make sure everyone is safe. If there is risk to life, call 999 immediately.
- Call emergency services if required (999)
- Evacuate if there is fire or structural risk
- Don't re-enter a property until declared safe
- Prevent further damage where safe to do so
Document everything
Evidence gathered immediately is far stronger than evidence collected later. Do this before any clean-up or repairs.
- Photograph and video all damage in detail
- Photograph the wider scene/context
- Note the date, time, and exact circumstances
- Collect names and contact details of any witnesses
- Keep any damaged items — don't throw anything away
Report to the police if needed
A crime reference number is required by most insurers for theft, vandalism, and malicious damage claims. Report online or in person — not by 999 unless urgent.
- Theft of any kind → police report required
- Vandalism or malicious damage → police report required
- Vehicle damage involving a third party → report required
- Keep your crime reference number safe
Don't admit liability
Never admit fault or liability to a third party — verbally or in writing. This includes apologising. Even if you believe you were at fault, let the insurer and their legal team handle it.
- Do not say "I'm sorry" or "it was my fault"
- Do not make any offers of payment
- Do not sign any documents presented by a third party
- Refer all third parties to your insurer
Make emergency repairs only
You have a duty to prevent further damage — but don't carry out permanent repairs before the insurer has inspected. Emergency-only means keeping damage from getting worse.
- Board up broken windows or doors
- Apply temporary roof covering if needed
- Turn off water at the stopcock if pipes have burst
- Keep receipts for all emergency costs
- Do NOT start permanent repairs without insurer approval
Notify Forum Insurance
Call or email us as soon as possible — even if you're not sure whether you have a valid claim. We'll check your cover, advise you on next steps, and manage the insurer relationship on your behalf.
- Phone: 0208 909 2899 (Mon–Fri 9am–6pm)
- Email: info@foruminsurance.com
- Out of hours: leave a message and we'll call back
How to inform us
of a claim
We act as your advocate with the insurer from day one. The more information you give us upfront, the faster we can move.
You can reach us by phone, email, or WhatsApp. We do not use automated claim handling — when you contact us about a claim, you speak to a qualified broker who knows your policy.
What to send us
Gather as much of the below as you can before calling or emailing. Don't delay reporting while you collect everything — send what you have first.
- Your policy number — found on your schedule or renewal notice
- Date, time and location of the incident
- Description of what happened — as much detail as possible in writing
- Photos and video of all damage, taken as soon as possible
- Crime reference number — for theft, vandalism, or malicious damage
- Third party details — names, contact details, registration plates
- Witness details — names and contact information
- Emergency repair receipts — keep all receipts for costs incurred
- Any correspondence — letters, emails or notices from third parties
- Your contact details — confirm the best number to reach you on
Loss adjusters and loss assessors —
what's the difference?
These two roles sound similar but work in opposite directions. Understanding the difference matters — especially when the claim amount is significant.
Loss Adjuster
A loss adjuster is appointed and paid by your insurer. Their job is to investigate your claim, verify the facts, assess the extent of the loss, and recommend a settlement figure to the insurer.
Loss adjusters are regulated professionals and must act fairly — but their primary duty is to the insurer, not to you. They will look for policy conditions that haven't been met, underinsurance, or reasons to reduce the settlement.
What they typically do
Visit the site · Interview the policyholder · Gather evidence · Check policy conditions · Produce a report recommending a settlement figure to the insurer
When they're appointed
On larger or more complex claims — typically above £5,000 to £10,000. On straightforward smaller claims, the insurer may settle without appointing an adjuster.
Loss Assessor
A loss assessor is appointed by and paid for by the policyholder (or through loss recovery insurance). Their job is to prepare your claim in the best possible way and negotiate with the insurer's loss adjuster on your behalf.
A good loss assessor knows what the policy covers, knows how to present a claim correctly, and knows the tactics insurers use to reduce settlements. They level the playing field.
What they typically do
Prepare and document your claim · Negotiate with the loss adjuster · Challenge undervalued settlements · Deal with all insurer correspondence on your behalf
When you need one
For any large, complex, or disputed claim. Forum can arrange loss recovery insurance through Lorega, which pays for a professional assessor when you need one — at no cost to you at claim time.
Forum's role in your claim: As your broker, we sit between you and the insurer. We review the loss adjuster's report, challenge any decisions we think are wrong, escalate within the insurer's team where needed, and make sure you're not left to navigate this alone. This is included in our broking service — no extra charge.
Am I covered
for this?
Not sure if your policy covers what's happened? Here's how to check — and how we can help when it's not clear.
Find your policy schedule
Your schedule is the document that came with your policy. It lists exactly what is covered, your sum insured, excesses, and any special conditions. Check your email inbox — we send all documents electronically.
Check the policy wording
The policy wording is the full document that defines what is and isn't covered. It will have sections on insured perils, exclusions, and conditions. It's detailed — but the answer to most coverage questions is in there.
Call us — don't guess
If you're unsure, call us on 0208 909 2899. We know your policy inside out. We can tell you within minutes whether you have a valid claim and what to do next. This costs nothing and takes five minutes.
Report it even if you're not sure
If you think there might be a claim, report it. Policies require prompt notification — delaying a report because you weren't sure can be used by an insurer to reduce or decline your claim later.
Common coverage questions
My tenant has damaged the property
Covered if your landlord policy includes malicious damage by tenants. Not all policies include this — it must be specifically requested. Check your schedule for "malicious damage" as an insured peril.
A pipe burst and damaged the floor
Usually covered as "escape of water" under buildings and contents. However, gradual damage (slow leak over time) is often excluded. The burst pipe itself may not be covered — just the resulting damage.
My van was broken into
Covered under comprehensive motor or fleet insurance. Theft from a vehicle is typically covered. Goods in transit requires a separate section or policy — check your schedule.
A customer slipped in my shop
Covered under public liability. You must not admit liability or make any payments. Report to us immediately and we will notify your insurer to manage the third-party claim.
My laptop was stolen when working from home
Depends on your policy. Many commercial combined policies cover business equipment away from the premises — but check the geographical limits and any unattended vehicle exclusions.
FCA and BIBA — your rights
when making a claim
Prompt acknowledgement
Insurers must acknowledge your claim promptly after it is notified. While the FCA doesn't set a specific number of days, "prompt" is interpreted as within a few working days. If you haven't heard back within 5 working days of notifying your insurer, chase them — or call us and we'll do it.
Fair and prompt settlement
Insurers must not delay payment of undisputed claim amounts. If part of your claim is agreed, they must pay that portion promptly — they cannot hold it back while disputed elements are resolved. If payment is delayed without good reason, this is a breach of FCA rules.
Clear reasons for declinature
If your claim is declined, the insurer must tell you clearly why — with reference to the specific policy clause they are relying on. A vague "not covered" is not acceptable. You have the right to see the full basis for any decision that goes against you.
Good outcomes required
Under the FCA's Consumer Duty (effective July 2023), insurers must act to deliver good outcomes for customers — not just comply with minimum rules. This includes fair claims handling, clear communications, and not using technical exclusions to avoid paying legitimate claims.
No hidden exclusions
Insurers must not rely on exclusions that were not made clear at the time you took out the policy. If a significant exclusion was buried in small print and never drawn to your attention, you may have grounds to challenge the declinature.
Broker advocacy
As a BIBA member, Forum Insurance is required to act in your best interests when handling claims — not the insurer's. This means we will challenge decisions we think are wrong, escalate where needed, and represent your interests throughout the claims process.
If you're unhappy with how your claim is being handled
Contact Forum Insurance first
Call us on 0208 909 2899. We can escalate within the insurer's team and often resolve disputes faster than you can acting alone. This is the quickest route.
Raise a formal complaint with the insurer
Ask the insurer for their formal complaints procedure. They must respond within 8 weeks. Keep records of all correspondence. If they haven't resolved it in 8 weeks, you can escalate to the FOS.
Contact the Financial Ombudsman Service (FOS)
The FOS is a free, independent service that resolves disputes between consumers and financial firms. You can contact them at financial-ombudsman.org.uk or on 0800 023 4567. They can order insurers to pay claims and award compensation.
Check your cover for legal expenses
Many Forum policies include legal expenses insurance (through ARAG). This can fund legal advice and representation if you need to formally dispute a declined claim.
Reporting directly to
your insurer
In most cases, you should notify us first and we'll manage the insurer relationship. However, some insurers operate 24-hour claim lines for emergencies — particularly for motor claims, property emergencies, and out-of-hours incidents. The numbers below are for emergency or out-of-hours use.
| Insurer | Claims Line | Hours | Online / Portal |
|---|---|---|---|
| Aviva Tier 1 | 0800 015 6499 | 24/7 | aviva.co.uk/claims |
| Zurich Tier 1 | 0800 777 8141 | 24/7 | zurich.co.uk/claims |
| AXA Tier 1 | 0330 024 2499 | 24/7 | axa.co.uk/claims |
| Allianz Tier 1 | 0345 606 0606 | 24/7 | allianz.co.uk/claims |
| Hiscox Tier 1 | 0800 030 8093 | 24/7 | hiscox.co.uk/claims |
| Chubb Tier 1 | 020 7397 4100 | Mon–Fri | chubb.com/uk-en/claims |
| QBE Tier 1 | 0845 630 8648 | Mon–Fri | qbe.com/uk/claims |
| Markel Tier 1 | 0330 024 2999 | Mon–Fri | markel.com/uk/claims |
| AIG Tier 1 | 0800 966 1357 | 24/7 | aig.co.uk/claims |
| CFC (Cyber) MGA | 020 3897 3990 | 24/7 | cfcunderwriting.com/claims |
| Other insurers | Your claims number is printed on your policy schedule. Call Forum if you can't locate it — 0208 909 2899. | ||
Claims we've fought and won
All examples are anonymised. These are real claims where Forum's advocacy made a material difference to the outcome.
Flood damage — insurer initially offered £68,000
A portfolio landlord suffered flood damage to three properties. The insurer's loss adjuster undervalued the reinstatement costs and applied an underinsurance clause to reduce the settlement further.
We challenged the underinsurance clause, commissioned an independent report, and negotiated directly with the insurer's technical team.
Pump fire — business interruption saved the business
A forecourt operator suffered a fire that closed the site for 19 weeks. The previous broker had written business interruption based on shop turnover only, missing the fuel margin entirely.
Our BI wording correctly included fuel margin. The insurer paid the full indemnity period.
Ransomware attack — practice back online in 12 days
A four-surgery dental practice was hit by ransomware. Patient records encrypted. Attackers demanded £30,000. Insurer deployed a forensic team and negotiator within hours of notification.
Ransom settled at £8,500. IT restoration, BI, and GDPR costs all covered.
Vibration damage to neighbouring property during piling
A main contractor caused subsidence cracking to a neighbouring property during basement excavation. The neighbour claimed under JCT Clause 6.5.1 non-negligence provisions.
We had confirmed JCT 6.5.1 cover in writing at inception. The policy responded in full.
Don't face the insurer alone.
We're here.
Call us as soon as something happens. The sooner we're involved, the better the outcome.
