Commercial Property Claims
Our claims service
When it comes to a property claim, our dedicated Commercial Property claims team are here to support you and your clients. Whether affected by flood, fire, subsidence or theft, our dedicated claims handlers are here to guide you and your clients through the claims process. Our claims handling service, combined with the experience of our inhouse desk property surveyors, commercial field assessors and major loss consultants means we can help to progress claims as smoothly and efficiently as possible.
Help us to handle your client's claim
Let us know about the claim as soon as possible
Regardless of the nature of the incident, help us to handle your client's claim quickly by notifying us promptly and providing as much key information as you can.
This will help us to assess the claim and route it appropriately, especially if additional internal or external expertise is required.
Where possible, when notifying the claim, please provide us with:
- Policy number
- Name/address/contact information/VAT status of policyholder
- Schedule/policy wording (if broker held)
- Date and location of damage/loss
- Circumstances - what happened, what has been affected and who is affected?
- Third party details (if applicable)
- Any special considerations/hazards - e.g. ability to trade affected, property not secure or uninhabitable
- Any supporting information - e.g. photos, CCTV, estimates, crime reference numbers (if applicable)
Guidance by claim type
For more guidance on specific information we may need from you and your clients, search for your claim type below. When we're notified of a claim, providing us with specific information (alongside the key information detailed above), may help us to progress the claim more quickly.
Accidental Damage or Loss
Business Interruption
Contract Works
Make a claim
Following a sudden loss or unexpected damage to contents or property, your client may want to make a claim for Accidental Damage or Loss.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please try to provide us with the following details:
- What was damaged or lost? Please confirm make, model and age.
- Original purchase receipts, or other proof of ownership, and repair/replacement estimates.
- Details who owns the items being claimed for and if they're responsible for repairs.
- Is the damaged item beyond repair? Has a specialist report been obtained? e.g. for a laptop.
- If damage is to a building, what's the extent of damage? How many rooms are affected?
- Room measurements/dimensions and photos of the damage. Have estimates been obtained?
- Was the property occupied? If not, when was it last occupied?
Make a claim
Has your client's business suffered financially as a result of an unexpected event? If they have Business Interruption cover, they may want to submit a claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- Did the business close or reduce trading? If it closed, for how long? If reduced trading, by what percentage?
- Is the business still affected? What are the start and finish dates and times of any interruption?
- What's the extent of the loss (e.g. loss of revenue/reduction in turnover)? Does this estimated loss include VAT? How was this calculated and what does the loss include?
- What's the annual turnover?
- What's the rate of gross profit?
- Are there specific trading conditions we should be aware of e.g. is the loss based on a busy period that will not be repeated during the indemnity period
- Has any action been taken to minimise the loss? If yes, please explain e.g. overtime, temporary premises, hire of equipment etc.
- What savings have there been during the period of interruption?
- Please provide the most recent trading profit loss account which should include the breakdown of the income and expenditure.
- We'll require details of takings before and after the incident and data for the same period the previous year.
Make a claim
If there's been an event causing delays in progress or damage to materials on site, your client may want to make a Contract Works claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- What was damaged or lost? Please confirm make, model and age. Settlement will be on an indemnity basis (the cost of replacement or repair of the property lost or damaged to a condition as good as its condition immediately prior to the damage).
- Please provide details and original purchase receipts, or other proof of ownership, and repair/replacement estimates:
- The Works: please send us a copy of the contract to confirm responsibility for the damage.
- Own Plant: is the Plant registered with the TER (The Equipment Register)? If so, what’s the registration number?
- Hired Plant: is the Plant registered with the TER (The Equipment Register)? If so, what’s the registration number? Please send us a copy of the hire agreement.
- Tools: Who owns these? If they're an employee’s tools, do they have their own insurance?
- Was the incident reported to the police? We’ll need the crime reference number and the address of the police station dealing.
Escape of Water
Fire
Flood
Make a claim
Following an escape of water event, your client may now be looking to notify a claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- What caused the escape of water?
- Has the leak been identified and repaired?
- What's the extent of damage? How many rooms are affected?
- Please provide room measurements/dimensions and photos of the damage. Has the client got estimates for repair costs?
- Is the property uninhabitable? Can trading continue as normal?
- Have any contents been damaged? Please provide details and original purchase receipts, or other proof of ownership, and replacement estimates.
- Was the property occupied? If not, when was it last occupied?
- Is there a potential recovery e.g. leak from third party property, escape of water from an appliance, or recent works in the vicinity of the leak? Please provide details of any potential liable third party and any evidence such as purchase invoices or invoices for works in the area.
Make a claim
If there's been damage to a customer's buildings or property as a result of a fire, your client may want to claim for this.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- Did the fire brigade attend? Who called them? When were they called?
- Is it known how it started? If so, please provide details. Please ensure that the area is preserved for forensic examination.
- How severe is the damage? How many rooms are affected? Is there potentially structural damage e.g. floors or roofs are damaged, walls are unstable? Is the property safe to enter? Is there any potential materials containing asbestos?
- Is the property secure?
- Is the property uninhabitable? Is ability to trade affected?
- Were there any sprinklers in the building? If yes, did they activate? Were any other mitigating actions taken?
- Is there an alarm and did it activate? Please provide details of the type of alarm, whether it was set, and forward a copy of the alarm activation log, if applicable.
- What’s the construction and age of the building? Is it listed?
- Has the fire affected the gas, electricity or telecommunications supply?
- Please provide us with room measurements/dimensions and photos of the damage. Have estimates been obtained?
- Have any contents been damaged? Please provide details and original purchase receipts, or other proof of ownership, and replacement estimates.
- Is there a potential recovery e.g. fire spread from third party property, fire started in an appliance, or there were recent works in the vicinity of the fire? Please provide details of any potential liable third party and any relevant evidence.
Make a claim
If they've been unfortunate enough to have their property damaged as a result of flooding, your client may want make a claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- Where did the water originate from and what's the proximity to the risk address e.g. river bursting its banks or an overflowing drain?
- Was there advance warning? What preventative actions were taken? E.g. sandbags, moving contents out of reach of the flood water.
- How high did water rise inside property? Is it still flooded?
- What's the extent of damage? How many rooms are affected? Is there a basement?
- Please provide room measurements/dimensions and photos of the damage. Have estimates for repairs been obtained?
- Has the flood affected the gas, electricity or telecommunications supply?
- Is the property uninhabitable? Is the business still able to trade?
- Have any contents been damaged? Please provide details and original purchase receipts, or other proof of ownership, and replacement estimates.
Goods in transit
Impact
Let properties and leases
Make a claim
For goods which have been damaged, lost or stolen during transit, your clients might want to submit a claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- What goods were being carried and who was the owner of these?
- When were the goods picked up and where from? What was the destination? Please forward any relevant documentation.
- Who carried the goods?
- If the insured, what vehicle was being used - please confirm the make, model and registration number.
- If a carrier, please provide full details and a copy of the conditions of carriage.
- If applicable, has a claim been made against the carrier? If so, has compensation been received?
- What is the value of the lost or damaged goods? Please provide evidence to support this.
- Do the damaged goods have any salvage value?
- Was the incident reported to the police? We’ll need the crime reference number and the address of the police station dealing.
Make a claim
If your client has had damage to their property as a result of an impact or a collision, they may want to notify a new claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with:
- When and where the impact happened? What has been damaged?
- Please describe the damage and provide photos and estimates for repair. Is the building structurally sound?
- Are the premises secure?
- Was the incident reported to the police? Please provide contact details and a reference number, if applicable.
Make a claim
For claims relating to let properties and leases, get in touch with us to make a claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible.
- Please clarify the relationship between the involved parties and provide a copy of the relevant lease(s).
- Please advise if any alterations have been made and if there is a specific agreement in place regarding these alterations?
Loss of rent or alternative accommodation
Malicious damage
Storm
Make a claim
When your client is out of pocket as a result of loss of rent or alternative accommodation, they may want to submit a new claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- Please clarify who occupies the affected residential unit(s), and forward copies of the relevant tenancy agreements, if applicable.
Make a claim
If they're been unfortunate enough to have been impacted as a result of malicious damage, your client may be looking to make a claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- The damage caused alongside photos and estimates for repair.
- Are the premises secure?
- Have there been previous similar incidents?
- Was the property occupied? If not, when was it last occupied?
- When was the incident reported to the police, and did they attend? Please provide the Crime Reference Number.
- Has the perpetrator(s) been identified? If so, please provide details.
Make a claim
For damage to a client's property as a result of storm damage, you can get in touch with us to make a claim.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- What damage was noticed and when?
- Please provide photos of the damage.
- What's the age and construction of the roof?
- Have tiles or slates been dislodged? Roughly how many?
- Have emergency repairs been carried out? If so, please provide the invoice. Is water getting into the property?
- What's the extent of the internal damage? How many rooms are affected?
- Please provide room measurements/dimensions and photos of the damage. Are there any repair estimates?
- Is the property uninhabitable? Is trading able to continue?
- Have any contents been damaged? Please provide details and original purchase receipts, or other proof of ownership, and replacement estimates.
- Have there been any previous problems with the roof, or have any repairs/maintenance been carried out recently?
Subsidence
Theft
Underground services
Make a claim
If there's signs of subsidence and/or damage caused by this, help your client make a claim by notifying us of the incident.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with:
- When was the damage first noticed?
- Please describe the damage, where it's located, and provide photographs to enable an initial assessment. If there's a diagram or plan of the building, please highlight the affected area.
- Is there vegetation in the vicinity, or have there been problems with underground services? Has any construction work been carried out nearby? If so, please provide details.
- Could a neighbour’s tree(s) be implicated in the damage?
- Fortunately, evidence of cracking is often not subsidence related. Potential subsidence claims will be investigated by specialist loss adjusters. Please note that there is only cover for subsidence damage to property such as boundary walls and car parks etc. if damage also occurs to the building to which they are associated.
Make a claim
For cases where your client has been a vicitm of theft, they can make a claim with us under their property policy.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, where available, please provide us with the following details:
- Who discovered the loss and when?
- How and where was entry gained? Is there evidence of forcible and violent entry into, or exit from, the property? Please provide details and supporting photographs.
- When was the incident reported to the police, and did they attend? Please provide the Crime Reference Number.
- Was the property occupied? If not, when was it last occupied?
- What has been stolen and from where in the premises?
- Please list all the items being claimed for and provide original purchase receipts, or other proof of ownership, and replacement estimates.
- If there's damage to the building, who is responsible under the terms of the lease, if applicable? Please forward repair estimates and a copy of the lease, if applicable.
- Is there an alarm and did it activate? Please provide details of the type of alarm, whether it was set, and forward a copy of the alarm activation log, if available.
- If the theft occurred away from the premises:
- Please provide full circumstances. When was the item last seen?
- Why was the item away from the premises? Was the item required on a job? Had it been lent to another person?
- Was the theft from a vehicle? If yes, was the vehicle unattended? Where in the vehicle was the item? Where was the vehicle when the item was stolen? Was the vehicle securely locked? What damage was sustained to the vehicle? Is there an invoice for vehicle repairs? Please provide photos of the damage.
Make a claim
If your client is looking to make a claim following damage to underground pipes, drains, cables or tanks, you can get in touch with us to notify the claim on their behalf.
More information
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please keep the following points in mind:
- The pipes and cables which supply water, gas, and electricity to the property should have wastewater removed from them.
- Cover is provided for accidental damage to pipes and cables etc. for which the policyholder is legally responsible.
- Sewers (drains serving more than one property) and lateral drains (section of the drain falling outside the property boundary) are the responsibility of the water company. If neighbours are also affected, please ask the customer to speak to the water company.
- Please contact us urgently so that we can instruct our specialist supplier.
Make a claim
You and your clients can notify us of a Commercial Property Claim either online or via your claims contact.
You can notify us of the claim by phone, email or online. We'll assess your client's claim and guide you through the next steps to help get them back to normal, as soon as possible.
If it's an emergency, our lines are open 24 hours a day so we're there for when you and your clients need us the most.
Online
Log in or register for Aviva Broker to notify us of a new claim
Find your claims contact
Your contact will be there to guide you and your client through the claims process
Existing claims
Looking for an update on an existing claim?
Log into Aviva Broker and select 'Track Claim'. You can view a snapshot of activity on an outstanding claim for up to the last 90 days and gain real time updates on how the claim is progressing.
Can't find what you're looking for?
Find your claims contact below or alternatively, head back to our claims service page.