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 incident, help us handle your client's claim quickly by notifying us promptly and providing, as a minimum, the key information required to progress the claim.
This will help us to assess and route the claim appropriately, helping us to avoid delays and effectively control the overall cost of the claim, especially if additional expertise is required.
When notifying the claim, please provide us with the following key information:
Policy number
Schedule/Policy wording (if broker held)
Date of Loss
Stakeholder contact details along with confirmation of who is authorised to claim
Name of client and address affected by the incident
Full circumstances of the loss, with an indication of severity or cost
Our aim is to settle claims as quickly and fairly as possible. To allow us to do this, please provide BACs details and VAT status.
Additional information we may need to settle the claim:
What damage/items are being claimed for?
Photos of any damage
Quotes
Has the loss affected business trading?
Will Alternative Accommodation be required/Loss of Rent claimed for?
Any hire agreements, if applicable
Original purchase receipts (mainly for items of stock/contents)
Crime Reference Number (in the case of theft/malicious damage)
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
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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?
Business Interruption
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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.
Contract Works
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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.
Fire
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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.
Flood
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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.
Impact
When notifying us of your claim, in addition to the above key information we require as a minimum, please also provide us with the following details:
When and where did the impact happen? 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 damage caused by a third party? Have they been identified? If so, please provide full details, including the vehicle registration number.
Was the incident reported to the police? Please provide contact details and reference number, if applicable.
Are there any witnesses, or CCTV footage? Please provide details and a copy of the footage.
Let Properties and Leases
Many policyholders rent their premises from a landlord, or a property owner may let their property to another party. Normally, the landlord will be responsible for insuring the buildings for damage caused by insured risks and reinstating the property after such damage.
The ‘repair’ clause within leases often causes confusion. This clause requires that a tenant or lessee repair and maintain the rented premises and keep them in good and substantial condition. Often, this is misunderstood, and a tenant or lessee assumes they are responsible for all repairs. This responsibility usually excludes damage caused by insured risks.
Both the landlord’s and the tenant’s policies may potentially cover damage. Which party is responsible for repairs and which policy applies will be determined by the lease, and this is a key document that must be supplied.
Problems can arise where alterations have been made to a building, or tenants have installed fixtures related to their business. This can lead to confusion regarding responsibility for insurance in relation to these alterations.
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 Accomodation
Our policies can provide cover for either loss of rent or the cost of reasonable alternative accommodation if residential property cannot be lived in due to covered damage.
The financial loss related to loss of rent or alternative accommodation will depend on who lives in the property and the terms of the tenancy agreement, if applicable.
If the property is occupied by the insured/lessee, the financial loss will be the cost of alternative accommodation while their home is uninhabitable. Purchasing the leasehold for part of a property creates a financial and insurable interest, allowing lessees to benefit from the policy.
If the property has been let to a tenant, the loss will typically be the rent the insured/lessee does not receive while the property is uninhabitable. Most tenancy agreements include a cessation of rent clause. The financial loss will be the lost rent, which can be indemnified.
If the tenancy agreement requires the insured/lessee to provide alternative accommodation for their tenant, then the cost of alternative accommodation is the financial loss and can be indemnified by the policy.
Some Aviva Commercial Property Owner policies now offer the option for the insured to cover the “reasonable costs of providing alternative accommodation for the person(s) normally living in the premises.” Previously, this cover only allowed the insured or leaseholder to claim for loss of rent. Now, there is an option to claim for the cost of reasonable alternative accommodation for the residents.
The policy will only pay for loss of rent OR alternative accommodation for any one residential unit. If the landlord opts to claim the costs of alternative accommodation for their tenant, they cannot claim loss of rent for the same period.
Please clarify who occupies the affected residential unit(s) and forward copies of the relevant tenancy agreements, if applicable.
Malicious Damage
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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.
Storm
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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
When notifying us of your claim, in addition to the above key information we require as a minimum, please also provide us with the following details:
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.
Theft
When notifying us of your claim, in addition to the above key information we require as a minimum, please also 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.
Underground Services
When notifying us of your claim, in addition to the above key information we require as a minimum, please also provide us with the following details:
The pipes and cables which supply water, gas, and electricity to the property and remove wastewater from it.
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
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.
