Are you an existing policy holder?

A claim arrives. What’s next?

Don’t ignore it. Notifying your insurer and responding to the patient are crucial first steps.


In the event that a complaint is made against you, the actions you take straight away are crucial. Even though you may never need to take these steps, it’s important to be aware of them.


  1. Be aware that a claim doesn’t have to be a formal letter. As far as your indemnity insurance is concerned, a claim could be any verbal or written allegations made by a patient and communicated to you directly or indirectly.


  1. Notify your insurer straight away. When a claim is made, it triggers the requirement to report the circumstances to your insurer. Even if you think an allegation has no merit, insurers can begin working to ensure you are protected.


  1. Respond to the patient who complained. A well-balanced, rational and empathetic explanation may help to reduce the risk of matters escalating. Insurers may need to approve the terms of your response before it is sent.


These steps can help ensure you make the most of your indemnity cover and have the best  prospects of successfully defending a later claim.

To discover more about protecting yourself against a claim, please contact


[Source: PMP brochure written by Sam Holden: what to do in the event of a claim]



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