Claims
Claims Team
Provide the initial facts and available information.
What to do after an incident
Immediately
01
Protect people and property
Take reasonable immediate steps to protect life and prevent further loss.
02
Notify the Claims Team
Provide the initial facts and available information.
03
Preserve the evidence
Keep relevant logs, certificates, AIS information, photographs, video, invoices and other records.
Then
04
Documentation
The Claims Team will confirm what is required for the particular loss.
05
Assessment
The circumstances and evidence are reviewed against the applicable policy.
06
Resolution
Once the assessment is complete, the settlement process proceeds in accordance with the policy and agreed claim position.
Claims procedure
First Notice of Loss
Notify us as soon as you become aware of an incident that may give rise to a claim, by any recordable means (email, phone, messenger). We register the claim, issue a reference number, and confirm next steps.
Documents
Incident statement (time, place, circumstances)
Policy or evidence of cover
Latest class certificate
AIS, deck log and machinery log for at least 30 days prior
Crew list
Medical reports/bills and repair estimates where applicable
Photos, video and other evidence
Additional documents may be requested depending on the case.
Investigation
Our team reviews coverage and evidence, may appoint a loss adjuster, conduct inspections or interviews, and assesses the claim against the policy terms.
Settlement
We determine the proposed settlement and present it to you. Payment is normally made by SWIFT within 90 days of receiving the complete set of documents.
48 hours
We aim to respond within 48 hours and provide updates at each material stage — document review, inspection, and final decision.
Document review
Inspection
Final decision
If a claim is disputed
Disputed claims are first handled through internal review; if unresolved, they may proceed to mediation or arbitration under the terms of the policy.
Confidentiality
All claim information is handled confidentially and shared only as required by law or for claims processing.
FAQ
What should I do right after an incident?
Prioritise safety and medical assistance if needed. Notify us as soon as you become aware of the incident, and preserve all available evidence.
How long does claims processing take?