Make a Claim

Opening Times
Monday - Friday: 09:30am - 05:30pm
Our Location
56 Hoppers Road, London, N21 3LH
Customer Support
0208 127 0304 – 0208 617 8780

Help when you need to claim

There is no doubt that being involved in an accident or emergency can be a stressful time. That’s why providing a proactive, reassuring claims service is a top priority for us! The first step in the event of any claim is to get in touch with either your Account Manager at AVA, or directly with your insurer. They will be able to put you in touch with your dedicated claims handler – a real person, assigned to you and your business, whose job is to help you through the claims journey.

Getting help

Our in-depth technical knowledge and range of experience gives our claims team an unbeaten edge. We want you to have access to the best possible advice and support during your claim, and have a variety of specialists on hand to assist. Even if you think you’re only at a small risk of facing a claim, it’s best to get in touch and get advice on how to deal with the incident, mitigate the impact, and address the issue head on with AVA at your side.

What to do in the event of a claim

Notifying us

If you have an incident involving your property, it is important you act quickly by contacting your usual AVA contact. Our dedicated claims team will support and guide you throughout the process.

Top tips

• Quickly notifying us of an incident will help us to control the costs of your claim
• Remember to take photographs of any damage as evidence to support your claim

What information will you need?

• Date the incident happened
• Address where the incident occurred
• Details of what has happened
• Photographs of any damage
• Evidence of potential costs and impact on your business
• Details of any other parties involved
• Occupancy and use of the property at the time
• Crime reference and police authority details for any thefts

Getting you back in operation

We will liaise with your insurers and keep you informed throughout the claims process. Insurers can appoint loss adjusters, builders, decorators and surveyors and source replacement items. Once they have assessed the loss a settlement will be made. If you have experienced a major loss like a flood or fire, our specialist in-house claims consultancy may be able to assist. Your claims handler will be able to go through all of your options with you.

What to do in the event of a claim

Notifying us

If you have been involved in an accident or your vehicle has been stolen, please contact your usual AVA contact as soon as you can. Our dedicated claims team will support and guide you throughout the process.

What information will you need?

• Date of accident
• Vehicle registration
• Full driver details:
Name
Date of birth
Test date
Convictions and licence endorsements
• Third party details and vehicle registration
• Witness contact details
• Photographs of damage to your vehicle, if applicable
• Photographs of damage to any other vehicles involved and of the scene of the accident, if applicable and available

Repairs

Your insurer will provide you with a courtesy vehicle and instruct an approved network repairer to assess your vehicle and carry out repairs. If you wish to use your own repairer you will need to have a repairs estimate completed, and to send this to your claims handlers for review. Your dedicated claims handler will be able to discuss all the options with you.

Theft

If your vehicle has been stolen, please report it to the Police within 24 hours, and advice us of your Crime Reference Number.

Third party claims

If you are contacted by a third party representative, please advise us immediately. Make sure to send us any correspondence you receive unanswered.

Non fault loss recovery

For accidents where you are not at fault and the third party has accepted blame, your insurers will seek recovery of your losses. If you have opted for Motor Legal Expenses insurance, legal fees resulting from this action will be covered by your policy.

What to do in the event of a claim

Notifying us

In the event of an incident leading to injury or property damage, involving an employee or member of the public, please notify your dedicated claims handler as soon as possible. We will then engage with your insurers and guide you throughout the process.

Top tips

• Any letters received in connection with an incident should be sent straight to us, without response
• Any legal proceedings should be emailed to us immediately, as these have tight legal deadlines
• Never admit responsibility without the prior authority of your insurer

What information will you need?

• Accident record and internal incident report
• Report to the health and safety executive – this can be submitted online at www.riddor.gov.uk
• Statements from any witnesses
• Photographs taken after the accident
• Relevant risk assessments
• Employee training and personal protective equipment
• Maintenance records
• Wage details (for employers liability) for thirteen weeks prior to accident

What to do in the event of a claim

Notifying us

In the event of a loss or a potential claim please contact your dedicated claims handler immediately, as transit and marine insurance has strict time limits of claims notification. We will then contact your insurers and guide you throughout the process.

Top tips

• Prompt notification will help us to control the costs of any claim and ensure deadlines are not missed
• Early notification of any incidents involving damage to goods will allow your insurers to fully investigate matters and address claims early

What information will you need?

• Date of incident
• Details of how the loss occurred
• Location of the goods
• Evidence of costs and impact on business
• Other parties involved
• Transit documents
• Photos of the damage
• Commercial invoice including weight of consignment
• Any correspondence you have received from other parties involved

What to do in the event of a claim

What policies do financial claims fall under?

• Directors and officers
• Professional indemnity
• Legal expenses insurance
• Management liability
• Employment practices liability insurance

Notifying us

Due to the nature of this type of insurance, these policies react on a claims-made basis. This means that no matter what date of an alleged incident, your current policy will be used in the claims process. Please contact your usual AVA contact as soon as possible. They will direct you to your dedicated claims handler, who will guide you through the claims process.

Top tips

• Some policies have a time frame of only a few days for notification, therefore please notify us as soon as you become aware of any claim or circumstance
• It is vital to inform us prior to undertaking any legal action or incurring any legal fees or representation costs

Reporting

Under the terms of your policy you are required to notify any claims including any allegations, disputes or grievances raised which may rise to a claim against you.

Examples of things to report:

• HSE/HMRC investigations
• Grievance raised by an employee
• Allegations of professional negligence

What information will you need?

• Claimants details
• Date you first became aware of the circumstance which may give rise to claim
• Background information/brief chronology of events
• Details of the circumstances together with your comments on liability
• Potential claim value