How our claims process works at Simply Business

How do I start a claim?

Use our online claims form. It captures the key details upfront, so the claims team can start reviewing straight away.

When you submit, you’ll need to:

• tell us what happened
• share key dates and your policy details
• upload any supporting documents you already have

Giving complete information early can help avoid delays later on.

What happens after I submit my claim?

Once you’ve submitted, your claim is confirmed and entered into the claims process. You’ll get confirmation it’s been received, plus guidance on anything else we need.

Who will handle my claim?

Your claim will be handled by a dedicated claims handler, at either Sedgwick or with the insurer. They’ll take responsibility for reviewing your claim and moving it forward.

Sedgwick will handle your claim in agreement with the insurer’s delegated authority limits.

Who handles your claim will depend on the claim itself or the cover. For example, complex claims or ancillary covers are often handled by the insurer. Check your policy documents or contact Sedgwick if you’re unsure.

How is my claim assessed?

Your claim is reviewed based on your policy, the circumstances, and the information you’ve provided. This can include:

• reviewing documents, receipts, photos, or other evidence
• checking any facts that are unclear or incomplete
• involving extra specialists where needed

The review stage is often where timing varies most – claims move faster when all the required information is available early.

How do I check the status of my claim?

For eligible claims handled by Sedgwick, you can check your claim’s progress online using the claims tracker. It’s the quickest way to see where your claim is in the process.

You may also hear from your claims handler if they need more information or when your claim moves to the next stage. If something is needed from you, the team will explain exactly what and why.

Claims handled directly by your insurer will follow different processes. Check with them if you’re unsure of the process.

When will I hear back after submitting a claim?

Once you submit, your claim is confirmed and entered into the claims process. The exact timing can vary depending on the claim type and the information you’ve provided.

If more information is needed, you’ll be contacted during the review stage. If your documents are complete and clear, your claim can usually move through the process more quickly.

How will I find out the outcome?

Once the review is complete and a decision has been reached, your claim moves to settlement. The outcome is based on your policy terms, the information provided, and the assessment.

When will I receive payment?

If a payment is due, funds are released after settlement. Over 95% of settled claims are paid within 24 hours of settlement being agreed and all required information being received*.

This refers to payment after settlement has been agreed – it doesn’t mean every claim is reviewed, decided, and paid within 24 hours of your first submission.

Is it quicker to claim over the phone?

Completing our online claims form can save you time – it means we have the initial information and can get to work.

The claims team will then give you a call within two days from submitting the form. Remember to keep supporting documents close to hand.

If you need to make a claim in an emergency, call our claims team at Sedgwick directly.

What is excess?

Insurance excess is an amount you have to pay towards the total cost of a claim. For example, you have a public liability insurance policy with an excess of £300. You want to claim £2,000 to cover the cost of accidental damage caused by your business. If the claim is accepted, you’d pay £300 and your insurer would pay £1,700 to cover the rest of the cost.

An excess is usually pre-agreed when you buy your policy and you typically have to pay an excess for each claim you make.

If the total cost of the claim is less than your excess, then you won’t be able to make a claim.

Usually, you’ll need to pay your excess at the start of the claims process. However, in some cases, the insurer may deduct the cost of the excess from the final claim amount you receive.

Why can a claim sometimes take longer than expected?

A claim can take longer when important information is missing, when documents need reviewing, or when extra assessment is required.

Complex claims and large losses that require expert advice or information from third parties can also make the claims process take longer.

That doesn’t mean your claim is being held up without reason. In many cases, the timing depends on how quickly the required evidence is available and whether the circumstances need a closer look.

Are document requests just a delaying tactic?

No, documents are requested because claims decisions need to be based on your policy and the facts of the claim.

Supporting information helps confirm what happened, the value of the loss, and whether anything else is needed before a decision can be made. The more complete your information is at the start, the easier it is to move your claim forward without extra follow-ups.

What happens once my claim is settled?

Once settlement is agreed, payment is usually made quickly if funds are due. For over 95% of settled claims, payment is made within 24 hours*.

If repair work is involved, the next steps may depend on the type of claim and the route agreed during settlement.

*The figure above is rounded across our range of products. “Settled” covers paid, declined or withdrawn.

Why does Sedgwick handle claims for Simply Business customers?

Sedgwick handles claims on behalf of the insurer as our specialist claims partner. This gives you access to specialist claims support, a dedicated claims process, and a UK-based 24/7 helpline.

Using a specialist partner isn’t about distancing us from your claim. It’s about making sure your claim is handled by a team focused only on claims.