Question 1

Road traffic accident

Accepted Answer

For a minor accident with no injuries and no dispute over fault, the bilateral protocol is enough and saves hours of waiting. If anyone is injured, if fault is disputed, if an unregistered vehicle is involved, or if public property is damaged, the police must be called. Stop, switch on the hazard lights and place the warning triangle. If anyone is hurt, call 112. Decide whether the police are needed. If not, complete a bilateral protocol with the other driver. Photograph the position of the vehicles before moving them, the damage close up, the registration plates and the road conditions. Note the other driver’s details: name, phone, registration number, insurer and policy number. Notify the insurer. The usual deadline is 7 days, but check the exact term in your policy. File the claim and keep the reference number of the file.

Question 2

Flooding or water damage to property

Accepted Answer

Water damage is the most common property insurance claim. The key is to limit the damage and document the state of things before you start cleaning up — otherwise the insurer has no way to assess the extent. Stop the source — the mains tap, or the electricity if water has reached sockets. Photograph and film everything affected before moving or throwing anything away. If the cause is at a neighbour’s, notify them in writing and ask them to help produce a record. If the water utility or the building’s common parts are at fault, request an inspection report from the relevant service or the building manager. Notify the insurer immediately and wait for the inspection before starting any repair. Keep the damaged items until the inspection, even if they are beyond repair.

Question 3

Theft or vandalism

Accepted Answer

For theft, a police report is mandatory — without a registered case the insurer will not pay out. File it the same day. Call 112 and report it as soon as you discover the theft. Do not touch or clear away signs of forced entry until the authorities arrive. Obtain a document confirming the case has been opened, with its reference number. Notify the insurer within the policy deadline — for theft it is often shorter than usual. Prepare an inventory of the missing property with descriptions and approximate values. If you have receipts, warranty cards or photographs of the items, attach them.

Question 4

A medical problem abroad

Accepted Answer

Your first call is to the assistance centre named in the policy, not to the hospital. The centre arranges treatment and settles payment directly — otherwise you risk paying yourself and waiting months for reimbursement. Call the assistance centre’s 24/7 number from the policy before seeking treatment, if your condition allows. Give your policy number, your name and your location. Follow the centre’s instructions on which facility to attend. If you paid yourself, keep absolutely every original document and invoice. Do not throw away boarding passes and bookings — they are sometimes required as proof of travel. Submit the claim after you return, within the policy deadline.

You have had an incident — what to do

Five rules that always apply

Road traffic accident

Step by step

Documents you will need

Not sure what to do?