Frequently asked claims questions
Q: What questions will I be asked when I phone to register my claim?
Q: What kind of additional information will I be asked to provide?
Q: What is a Policy Excess?
Q: How will I know if my claim is covered by my policy?
Q: Are there any organisations I can contact for counselling if I am upset by the incident?
Q: Will my premium increase at the next renewal date if I make a claim?
Q: How long will it take to sort out my claim?
Q: Who will deal with my claim once it has been reported?
Q: What measures do Direct Line take to prevent fraud?
What questions will I be asked when I phone to register my claim?
We will ask you what happened and when it happened and what action you've taken so far. Then we'll ask you what it is you're claiming for and the approximate cost(s) involved.
What kind of additional information will I be asked to provide?
It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs for your most valuable items in a safe place as these may help to support your claim. By valuable items, we mean tools, computer equipment and business equipment whilst in transit in your vehicle.
We may also ask you to provide us with estimates or invoices for claims involving repair or replacement of items.
If the claim involves a repair, we normally request two estimates for comparison purposes.
If the incident involves theft or criminal damage, or if any property has been lost outside of the workplace, you should inform the police immediately and make a note of the police incident number.
What is a Policy Excess?
This is the part of each claim that you agree to pay - we cover you for the remaining amount. The experienced claims handler will inform you of the amount of the excess and details can also be found in the policy schedule.
We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively our appointed specialist or supplier will collect this amount from you on our behalf.
How will I know if my claim is covered by my policy?
Our experienced claims handlers are fully trained and have an excellent knowledge of the policy cover you have arranged with us. Wherever possible, we will let you know during your first call to us whether your claim is covered by your policy.
It may help you to read through the policy booklet along with your schedule of cover before ringing us to report your claim.
Are there any organisations I can contact for counselling if I am upset by the incident?
Direct Line, in association with Victim Support, can provide you with support when you need it the most. The emotional effects of a theft or loss can be difficult to deal with - you may feel angry, frightened or unsafe.
Most people suffer in silence, but you needn't - just sharing your thoughts can help. Together, Direct Line and Victim Support can help you pick up the pieces practically and emotionally.
Victim Support is the national charity offering victims of crime emotional support through trained volunteers. If you need a knowledgeable and sympathetic ear, their services are available 24-hours a day.
Simply call the Victim Support line on 0845 30 30 900 or have a look at their website at www.victimsupport.com. Calls may be recorded.
Will my premium increase at the next renewal date if I make a claim?
Our tradesman insurance policies do not include a 'no claims discount', as we feel it would be unfair to penalise clients for the many types of trade claims which are totally outside of their control e.g. flood, fire or theft. However, making several claims under your policy could result in an increased premium at the next renewal date. This depends on the number, type and value of claims you make. Our premiums are calculated individually and you will be notified in advance of the renewal date.
How long will it take to sort out my claim?
Some claims are more straightforward than others - when you call to register your claim one of our experienced claims handlers will give you an indication of the timescales involved.
Who will deal with my claim?
Our Claims Handling Centre is based in Liverpool. The details and contact numbers will appear on any correspondence we send you.
What measures do Direct Line take to prevent fraud? Our main aim is to ensure that our honest customers, which of course are the vast majority, are dealt with as quickly as possible. However, we know that fraud is a reality and that a very small number of people provide false details in order to make up, or inflate claims. We believe it is important that we identify and avoid paying such claims, as they affect the cost of tradesman insurance for everybody. As fraud is a criminal offence, we believe it is our duty to forward details of any fraudulent activities to the Police. There are a number of insurance industry databases through which we share information with other companies about claims and fraudsters. This allows us to use the latest technology to conduct checks for unusual features and fraud. We also share information about fraud with other companies within the financial services industry, the Police and other bodies where the law allows us to do so. These pages are for information purposes only. They do not form part of the contract of insurance. | Link to previous articles: Direct Line Tradesman Insurance: How to make a claim? DirectLine Business Tradesman Insurance FAQ Direct Line Business Insurance: Overview Directline Life Insurance: Level of Cover you need Directline Life Insurance: Tips and Advice Directline Life Insurance: Get Life insurance cover |
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