Accidents involving members of the public can happen unexpectedly, even in the safest business environments. Whether a customer trips in a retail space or suffers an injury due to faulty equipment on-site, the consequences can be serious. If a claim arises, public liability insurance can help cover legal expenses and compensation, but knowing how to respond in the moment is just as critical.
We outline the essential steps to take when a customer is injured and how public liability insurance could support the claims process.
What is a Public Liability Insurance Claim?
A public liability insurance claim typically arises when a third party, such as a customer or visitor, alleges that they suffered injury or property damage due to the business’s actions or negligence. These claims can lead to substantial financial costs if not handled appropriately.
Public liability insurance can support:
- Legal defence costs
- Medical expenses or treatment fees
- Compensation awarded to the injured party
We help businesses explore suitable public liability cover so they are better prepared to manage risks and respond confidently if an incident occurs.
Step 1: Prioritise Immediate Safety
The first concern should always be the wellbeing of the injured person. Businesses should ensure that:
- The individual receives medical attention where necessary
- The area is made safe to prevent further incidents
- Any hazardous equipment is removed or isolated
Prompt action at the scene can help prevent additional harm and may also support the business’s position should a claim be made later.
Step 2: Record the Incident Accurately
Detailed and accurate reporting is key to defending a public liability claim. Businesses should log all relevant details, including:
- Date, time, and location of the incident
- Nature and extent of the injury
- Description of the events leading up to the accident
- Names and contact details of the injured party and any witnesses
- Photographs of the area or equipment involved
Keeping an incident report form on file and completed as soon as possible can provide essential evidence if an insurance claim is made.
Step 3: Inform the Insurance Provider
Even if the injury appears minor, it can be advisable to notify the insurer. Some public liability insurance policies include a requirement to report potential claims within a certain timeframe.
Information typically needed includes:
- A copy of the incident report
- Contact details for the injured party
- Photographic evidence or CCTV footage, where available
- Any legal correspondence received from the claimant
Brokers can assist in ensuring that the correct documentation is submitted promptly and in line with policy conditions.
Step 4: Cooperate with the Claims Process
Once the claim is initiated, the insurer may carry out an investigation. This could involve gathering witness statements, reviewing safety procedures, or requesting expert assessments.
Businesses should:
- Maintain open communication with the insurer
- Provide requested documents promptly
- Avoid admitting liability or making payments without the insurer’s approval
Cooperating fully can help ensure the claim is assessed fairly and may assist in resolving the matter more efficiently.
Step 5: Review Safety Measures
Following any incident, it may be beneficial for the business to conduct a full review of its health and safety protocols. This could include:
- Updating risk assessments
- Training staff on accident prevention
- Implementing signage or physical safety improvements
Demonstrating a proactive response can help mitigate future risks and may be viewed favourably during the claims process.
How Public Liability Insurance Can Support Businesses
Public liability insurance can provide financial protection if a third party pursues a claim for injury or property damage. Depending on the policy, cover may include:
- Legal representation
- Medical expenses
- Settlements or court-awarded damages
- Emergency treatment costs
While insurance can offer essential support, businesses can also reduce exposure by responding professionally, keeping clear records, and following procedures when accidents occur.