When it comes to Casualty and Motor Injury Claims, our specialist teams are here to guide you and your clients through every step of the process. Whether it’s employers’ liability, public liability or third-party property damage, they're on hand to support you with expert handling and clear communication throughout.
For those claims involving bodily injury, which can often be more complex, technical and sensitive, our dedicated Bodily Injury claims team brings together technical expertise and proactive strategies to identify potential large losses early, defend claims effectively and protect your client’s interests from the moment a claim arises.
Our Casualty and Motor Injury claims service
Expertise
Our dedicated casualty claims team are based in Maxim Park, Glasgow - they're a specialist team who are there to help make sure the right expertise is applied at every stage of the claim.
15 years
Our claims handlers are specialists in liability, quantum and co-defendant strategies with an average of 15 years’ experience.
Specialists
Our major and complex claims team includes qualified solicitors, loss adjusters and insurance professionals - they manage major and complex claims valued between £125K to £1 million and major bodily injury claims in excess of £1 million.
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)
We encourage early notification to ensure the right expert is aligned to the claim from the outset - this means we can align cases to one of our experts and gather evidence at the earliest opportunity. This maximises our opportunity to defend cases or settle early to reduce increased costs.
We only hold estimates where required, normally keeping a low £1 estimate during the investigations. This helps us to get the right information to protect your clients and control indemnity spend. Your client can have confidence that any estimate will be closed as soon as it's no longer required and makes sure their claims are handled accurately and fairly.
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.
Plus, our early identification tool uses data analytics to spot potentially large claims early, even those that develop slowly or unexpectedly. This early insight means we can step in sooner and support your clients from the outset.
Employers Liability
Employers’ liability refers to the legal responsibility employers have for the health and safety of their employees while at work. This encompasses ensuring the working environment is safe, adequate training is provided, and possible risks are minimised. Failure to meet these responsibilities can result in regulatory fines and compensation claims from affected employees. Employers’ liability insurance is compulsory and taken out by businesses to protect them against the financial risk associated with such claims.
We encourage you and your client to let us know if there's any potential claim so we can be involved early to support your client and deliver the best possible outcome should it become a formal claim.
To report a new Liability claim you can complete the following Liability claims instruction form here.
Once received, we will issue an automatic message confirming receipt.
The claim form will be reviewed, and a claim reference number will be supplied. Any future correspondence or queries you can use live chat, the self-service portal, call, or email in using the reference number provided.
Once this information is received a claims handler will be in contact providing an estimate and discussing the investigation process and the timescales involved.
In the meantime, please gather the following information to help with investigating the claim:
Accident entry
Accident investigations (internal or external)
CCTV (please keep a copy if available)
RAMS (Risk Assessment Method Statement)
RIDDOR
Training records
Wages information
Witness statements
This is not an exhaustive list and will be discussed with the claims handler or claims investigator further.
Public & Property Owners Liability
Public & Property Owners liability refers to the legal responsibility of a business or organisation to compensate for harm or damage caused to third parties, such as customer, visitors, or the general public, as a result of its operations. This type of liability covers incidents that occur on the premises of the business or elsewhere because of its activities.
We encourage you and your client to let us know if there's any potential claim so we can be involved early to support your client and deliver the best possible outcome should it become a formal claim.
To report a new Liability claim you can complete the following Liability claims instruction form here.
Once received, we will issue an automatic message confirming receipt.
The claim form will be reviewed, and a claim reference number will be supplied. Any future correspondence or queries you can use live chat, the self-service portal, call, or email in using the reference number provided.
Once this information is received a claims handler will be in contact providing an estimate and discussing the investigation process and the timescales involved.
In the meantime, please gather the following information to help with investigating the claim:
Accident entry
Accident investigations (internal or external)
CCTV (please keep a copy if available)
RAMS (Risk Assessment Method Statement)
RIDDOR (if completed)
Training records (if relevant)
Witness statement
This is not an exhaustive list and will be discussed with the claims handler or claims investigator further.
Motor Bodily Injury
When notifying us of your claim, please provide as much of the above key information as possible. Additionally, please provide us with the following details to help us progress the claim without delay:
Did all/ any of the individuals injured received medical assistance at the scene?
Was anyone taken to hospital?
Were any additional statements or comments noted by our policy holder, relating to the injuries?
Products Liabillity
Products liability refers to the legal responsibility of manufacturers, distributors, suppliers, and retailers for injuries or damages caused by defective products.
To report a new Liability claim you can complete the following Liability claims instruction form here.
Once received, we will issue an automatic message confirming receipt.
The claim form will be reviewed, and a claim reference number will be supplied. Any future correspondence or queries you can use live chat, the self-service portal, call, or email in using the reference number provided.
Once this information is received a claims handler will be in contact providing an estimate and discussing the investigation process and the timescales involved.
In the meantime, please gather the following information to help with investigating the claim:
Accident entry
Accident investigations (internal or external)
CCTV (please keep a copy if available)
Quality assurance evidence (if relevant)
RAMS (Risk Assessment Method Statement)
RIDDOR (if completed)
Witness statements
This is not an exhaustive list and will be discussed with the claims handler or claims investigator further.
Third Party Property Damage Liability
Third Party Property Damage Liability cover protects our policyholders when they are legally responsible for damage caused to Third Party Property, whether that be a tradesman damaging a customer’s carpet to a contractor damaging underground services.
To report a new Liability claim you can complete the following Third Party Damage Liability claims instruction form here.
Once received, we will issue an automatic message confirming receipt.
A claim reference number will be supplied. Any future correspondence or queries you can use live chat, the self-service portal, call, or email in using the reference number provided.
Once this information is received a claims handler will be in contact to discuss the investigation process and the timescales involved.
In the meantime, please gather the following information to help with investigating the claim:
CCTV (please keep a copy if available)
Copies of any relevant Contracts or Lease Agreements
Incident investigations (internal or external)
RAMS (Risk Assessment Method Statement)
Witness statements
This is not an exhaustive list and will be further discussed with the claims handler or a loss adjuster further.
How do we help support your clients?
Estimates
Our teams don't estimate on a worst-case basis - they take their time to apply an accurate, reasoned estimate driven by data.
Strategy
We work closely with our legal panel to shape your client's claim strategy, even pre-litigation.
Defence
We work hard to challenge exaggerated or non-genuine claims and reduce litigation against your client.
Injury claims
We’re tackling non-whiplash injury claim behaviours by monitoring solicitor, medical expert, and rehab provider activity to identify potential enablers
Industry Influence
Our Casualty claims experts actively contribute to industry panels, helping to drive legal reform and lobbying on key issues.
Reputational harm
We help protect you and your clients from reputational risk by spotting contentious claims early and guiding the response.
Want to watch one of our webinars?
We have a range of webinars available for you to watch on demand on casualty and motor injury claims.
You and your clients can notify us of a 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.
For emergencies, our lines are open 24 hours a day so we're there for when you and your clients need us the most.
Liability claims instruction form
Do you want to notify us of a new Liability 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.
