Logging A Claim
We understand that damage or loss of your instrument can be stressful and we pride ourselves on providing excellent service to support you through this difficult time.
In keeping with all insurance, the first step is to register your claim with us. You can do this either by completing the short form below or calling us during office hours (Monday-Friday 10am – 6:30pm) and we will take the details of the claim over the phone.
We will then send you a completed claim form. Please check this carefully, adding or correcting details as necessary. When you are content the form provides a full account of the cause of the damage, please sign and return the claim form to us and include photographs of all visible damage.
Our underwriters then ask that you get two written quotations for the repair/replacement. You may approach any two repairers of your choosing (we may be able to suggest repairers close to you if you are unsure). Please ensure transportation costs are included where applicable. When you have the quotations, they need to be sent us. When you do so, please indicate if you have a preference, wherever possible we will always try to accommodate your preferred choice.
The underwriter may take up to 3 working days to review your claim. Once we have been advised on the outcome of your claim we will write to you to inform you of the underwriters’ decision. Subject to approval, we will confirm the repair/replacement may proceed with the authorised supplier.
All you have to do then is contact the repair and schedule the work directly with them.
 Over 90% of all claims are approved in 3 working days. However, in some circumstances we may require further information or there may be queries with the repairer that need to be resolved. In such circumstance’s approval may be delayed until we have the required information.
Can I ask the manufacturer to quote for my repair?
Yes. We do not take a view on who you ask for quotations and for some instruments it is normal to get a quote from the Manufacturer
Can I ask that the manufacturer repair my instrument?
Yes. Where your instrument is still under warranty, we expect all major repairs are conducted by the manufacturer, but please let us know if your instrument is under warranty when you submit the quotations (we may ask for additional evidence to confirm).
However, where your instrument is out of warranty or for some of the older classical instruments like Harps, Cellos etc that may be over 50 or even 100 years old, or the manufacturer may no longer exist or their costs prohibitive, in situations like this it may not be possible to approve manufacturer repair. We will always discuss this with you before a final decision has been made on the choice of repairers.
Can I send in documentation or pictures via EMAIL?
Yes. We find the use of electronic communication to be the fastest way of getting documentation to us and it speeds the process as documents arrives in minutes rather than days. But it is NOT mandatory, if you prefer to communicate with us by letter that is perfectly acceptable.
Can I transport my instrument to/from the repairers?
Yes. We prefer it and will pay your travel expenses up to your policy limits at our current approved mileage rates (Please ask at the time of making a claim). This is subject to pre-approval by the underwriters and will be calculated based on your home post code to the repairer using a standard internet route-finder (we currently use Google maps).
Alternatively please feel free to contact us via phone or email and we will be happy to assist.
0118 384 2025
The office is open 10am 6:30pm Monday - Friday