Emotions will be running high on both sides. Self-intervention, no matter how well intended, often makes the situation worse.
Once you have notified the claim let the insurer guide you on the process and on any communications. They are the experts at mitigating the claim, not least in terms of financial loss.
Smaller claims tend to be dealt with by the PI insurer advising you how to proceed and agreeing in advance wordings to be used in communications.
With more complex and larger claims, the insurer is likely to appoint a solicitor. They will support you on how to respond to communications by the claimant for example, and help to lead you through the process step by step.
So, the golden rules are never admit liability (or the existence of a PI policy), never try and deal with it yourself, and advise the insurer immediately once you become aware of a potential issue.
Geoff Hall is chairman at Berkeley Alexander
