When it comes to Commercial Liability Claims, our specialised team are here to guide you and your clients through every step of the process. Whether dealing with employers liability, public liability, or third party property damage claims, our team of dedicated and expert handlers are here to support you. Our claims handling service, supported by our trusted legal panel, ensures that claims are managed efficiently and effectively. Our claims handler’s technical expertise and access to various support tools help to aid and thoroughly investigate the liability, ensuring we minimise disruption and provide peace of mind to your clients.
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)
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.
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 legal action 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.
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)
RIDDOR
CCTV (please keep a copy if available)
RAMS (Risk Assessment Method Statement)
Wages Info (if an employer’s liability claim)
Training records
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.
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)
RIDDOR
CCTV (please keep a copy if available)
RAMS (Risk Assessment Method Statement)
Wages Info (if an employer’s liability claim)
Training records
Witness statements
This is not an exhaustive list and will be discussed with the claims handler or claims investigator further.
Products Liability
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)
RIDDOR
CCTV (please keep a copy if available)
RAMS (Risk Assessment Method Statement)
Wages Info (if an employer’s liability claim)
Training records
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:
Incident investigations (internal or external)
CCTV (please keep a copy if available)
RAMS (Risk Assessment Method Statement)
Witness statements
Copies of any relevant Contracts or Lease Agreements
This is not an exhaustive list and will be further discussed with the claims handler or a loss adjuster further.
Make a claim
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.
