Claims Process

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, so if you ever want to talk to us or have any concerns, please just call us on 0118 384 2025

STEP 1 - Register/Notify us of the claim
You can do this by clicking here or going to the Claim Registration page.   

If you are uncomfortable using the on-line form, please call us (0118 384 2025) during office hours and we will complete the claim form over the phone with you
 
STEP 2 - Get quotes for the repair/replacement.
Our insurer usually asks for two written quotations  for a repair/replacement. There is no need to wait until the formalities of step 1 have been completed.

Remember we pay of the transportation of your instrument to/from the repairer and we pay for the hire of a replacement while yours is being repaired, so make sure you include these costs as well. 

STEP 3 - Submit your quotes
When you have your quotes, just send them onto us. If you have a preference for who repairs your instrument, please make this clear to us so we can pass the information onto the insurer.  Unless there is a big difference between the quotes, the insurer will want to know if you have a preference.

We pride ourselves in making quick decisions and find a decision is usually made within 3 days (and a lot of decisions are made next business day) of receiving the quote. 

STEP 4 - Get your instrument Repaired.
 It really is this simple. Once your instrument has been repaired, just send us the invoice(s).

We are even happy to pay the repairer directly, just let us know.

FAQ's:

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 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 and we include a reply paid envelope in the claim package we send you when you register a claim. 

Can I transport my instrument to/from the repairers?
​Yes.  We prefer it and will pay your travel expenses at our current approved mileage rates (Please ask at the time of making a claim).  This is subject to pre-approval 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.

Email Us

[email protected]

Call us

0118 384 2025

The office is open 10am 6:30pm Monday - Friday

Just a quick note to say how pleased I am with your service in regards to our claim. Jack Hayward Insurance made our claim quick and effortless. Many thanks for your support during this claim. 
​- Pam