• Business Insurance
  • Schemes
  • Making A Claim

Claims

Making an insurance claim can be stressful, time-consuming and disruptive. At Pound Gates, you can rely on our award-winning, experienced in-house claims team to alleviate the stress and expertly manage your claim to resolution.

 

With over a century of collective experience, we advocate on your behalf to ensure the best possible outcome. Our service includes swift claim acknowledgements, advice and guidance on how best to present your claim, regular updates and strategic support to minimise the impact on your insurance costs.

To email our claims team please click below

All claims (non-motor) claims@poundgates.com

Motor Claims – poundgates@mplclaims.com

 

Claims guidelines

To ensure your claim proceeds smoothly, please follow these guidelines:

  • Notify Pound Gates promptly – unless you have specific arrangements in place to notify a loss adjuster.
  • Take immediate steps to minimise loss, documenting actions with photos and keeping all receipts to aid in claims explanation and cost recovery.
  • Be aware of policy specific timelines for notifying insurers, as delays may affect claim recovery.
  • Report fatalities and major injuries immediately by phone or email, followed by detailed reports.
  • For other accidents resulting in extended absences, submit brief details as quickly as you can. It is better to notify your insurers quickly, with limited detail than wait until all information is available before notification.
  • Obtain reports from witnesses as soon as practically possible. Delays can lead to incomplete or unreliable witness statements.
  • Do not admit liability; forward all related correspondence to Pound Gates without responding.
  • Where there is a possibility of prosecution for a breach of Health and Safety or other regulations, please advise details immediately.
  • Inform Pound Gates immediately of incidents involving third-party injuries or property damage. Full details will be required by your insurers, but it is better to report quickly with limited information than to delay reporting until all information in available. Obtain reports from witnesses as soon as practically possible. Delays can lead to incomplete witness statements.
  • Allow insurers to control the claim from the start, even while maintaining good customer relations.
  • Forward any legal correspondence unanswered to Pound Gates immediately.
  • In all cases, insurers will wish to investigate the possibility of recovery against a negligent supplier, so full details should be forwarded without delay.
  • Any incident likely to lead to a claim should be reported promptly to Pound Gates. We will notify your insurers quickly. Depending on the circumstances and/or size of the loss, your insurers may appoint a loss adjuster to investigate the claim on their behalf.
  • All theft/attempted theft incidents should be reported to the Police immediately, obtaining a crime reference number.
  • You should do everything possible to minimise the eventual loss, documenting your actions with photos and keeping all receipts to aid in claims explanation and cost recovery. Any damaged parts/debris etc, should not be disposed of until authority is given by your insurer.
  • For claims like impact damage, break-in, etc., it can be helpful if pictures are taken of the damage before the temporary repairs are completed. This helps to put the invoice for the temporary repair into context. Only do this where possible and if it does not pose a danger (e.g., roof damage).
  • To substantiate your claim, insurers will require the following information to be submitted to them, as soon as possible after the incident:
    • Formal repair/replacement estimates to substantiate the loss value claimed. Where possible, two alternative estimates should be submitted to allow insurers to give their full consideration and approval to the final repair/replacement work undertaken.
    • For losses involving theft, details of the police station to which the incident was notified, together with the crime reference number allocated, must also be forwarded.
    • Original purchase receipts of items damaged or stolen to substantiate the claim and proof of ownership.
It should be noted that insurers may well request further information to increase their understanding of the loss following initial notification and that the above details form only the most basic data requirements.

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Pound Gates

Hyde Park House, Crown Street, Ipswich, Suffolk IP1 3LG

©2025 Pound Gates | Pound Gates is the trading name of Pound Gates & Company Ltd. Company No: 03097866. Registered in England and Wales. | Pound Gates & Company Ltd is authorised and regulated by the Financial Conduct Authority.  FCA Registration No: 304300