How to Make a PI Insurance Claim: Step-by-Step

Updated April 2026

What's the first step when you discover a potential claim situation?

Immediately notify your insurer, even if you're not 100% certain a claim is coming. Your policy requires prompt notification. Don't wait to see if the client actually sues. Notification preserves your coverage and sets the claims process in motion. Contact your insurer's claims hotline (find the number on your policy documents). Provide: basic facts of what happened, who's involved, approximate financial exposure, and any client communication. Don't admit liability or apologize beyond normal professional courtesy. Your insurer will assign a claims handler who guides you through next steps. This initial conversation is crucial--detail and accuracy matter.

What happens after you notify your insurer?

Your insurer investigates: they review your files, understand what happened, assess whether it's covered, and estimate potential exposure. They appoint a solicitor to represent you (you don't hire your own legal team--the insurer does). The solicitor reviews the claim's merit and defends you if needed. Timelines vary: simple claims might settle in 3-6 months, complex ones take 1-3 years. Your insurer keeps you informed at each stage. You'll be asked to provide documentation: files, email communications with the client, your work product, contracts, evidence of the professional standard you followed. Organize this documentation immediately--delay slows the process. Once the insurer has full information, they'll tell you: 'This is covered and we'll defend,' or 'This isn't covered; you're on your own,' or 'This requires further investigation.'

How should you prepare documentation and evidence?

Gather everything: all client communications (emails, letters), your work files (documents, plans, designs), any quality-checking processes you used, evidence you followed professional standards, client contracts/terms, invoices, payment records, and any notes about the work. Create a timeline of key events. Write a clear narrative of what happened and why. Your solicitor will advise on what's most relevant, but having everything available accelerates the process. Don't alter, delete, or 'clean up' documentation--courts can subpoena files and destroying evidence is illegal. If you've already lost some files, tell your insurer immediately (not covering this up matters hugely). Cooperate fully with your insurer and their solicitor. They're working in your interest, and withholding information undermines their ability to defend you.

62%

of claims settle within 12 months

38%

take 1-3 years (complex claims)

71%

of claims are settled, not taken to judgment

"The professionals who handle claims best are the ones who notify immediately, provide full documentation, and trust their insurer's process. Those who delay notification, fight their insurer, or hold back information make everything harder."
- Claims director, insurance firm

Get Quotes

Frequently Asked Questions

What if you don't notify your insurer immediately?▼

Late notification can void coverage. Always notify as soon as you realize there's a potential claim, even if uncertain.

Can you settle a claim without involving your insurer?▼

Not if you have insurance covering it. You must involve your insurer--settling independently might void your insurance.

What's your role once the insurer takes over?▼

You cooperate: provide information, attend meetings, answer questions. You don't control the claim--your insurer does.

What if you disagree with your insurer's decision (covered vs. not covered)?▼

You can appeal through their formal complaints process. If unresolved, the Financial Ombudsman can intervene.

Are you liable for the excess during the claims process?▼

Yes. If the claim settles for GBP10,000 with a GBP1,000 excess, you pay GBP1,000 and insurer pays GBP9,000.