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Complaints handler insurance

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What's on this page

  • Why is insurance important?
  • What does it cover?
  • How much does it cost?
  • How do claims work?
  • FAQs
  • Helpful articles

Insurance for complaints handlers – why is it important?

Insurance can help protect complaints handlers against the risks of working with clients and handling their data. From injuries to legal costs, if you were hit with a claim, would you have the funds to handle it? Business insurance is there to protect you against unexpected costs.

  • liability insurance for complaints handlers, including public and employee risks
  • equipment, accident and employee cover, you choose what you need
  • UK-based claims team, award-winning and available 24/7

Start your quote

What does complaints handler insurance cover?

Most businesses usually start with public liability insurance when building a policy. It protects your business against injury, illness, and property damage claims from members of the public. Beyond that, you can tailor your policy to cover the different risks your business faces.

Professional indemnity

In case a client loses money because of your advice, services or designs.

What’s typically covered by complaints handler professional indemnity insurance?

Claims against your business for:

  • financial losses and costs related to your professional advice
  • problems in the work that you do, which need further expense to solve
  • negligence and other oversights that cause losses for a client

For example :

  • your business is held responsible for a loss-causing data breach
  • a previous client sues for delays in your contracted services, preventing them from taking on a new brief
  • you advise a client on how to introduce a product – they blame you when sales are low

Read more about professional indemnity insurance

Public liability insurance

In case your business and products cause an injury or property damage.

What’s typically covered by public liability insurance for a complaints handler?

Claims against your business for:

  • injuring someone else while you’re working, or afterwards as a result of your work
  • damaging someone else’s property while working, or afterwards because of your work
  • injury or damage caused by your employee (remember, if you employ people, you must have employers’ liability insurance – it’s a legal requirement)

For example:

  • someone trips over a bag on the floor in your premises, causing them to break their ankle
  • you accidentally knock a client’s laptop onto a hard concrete floor, damaging it beyond repair
  • your employee smashes a TV while working in a client's house

**If you do employ anyone, you’re usually required by law to have employers’ liability insurance too.**

Read more about public liability insurance

Employers’ liability insurance

In case anyone gets ill or injured while working for your business

What’s typically covered by employers’ liability insurance?

Claims against your business for:

  • an injury to someone you employ, including contractors and temps, that happens as a result of working for you
  • a member of staff (including casual workers) falling ill due to your business

**Employers’ liability insurance is required by law if you have people working for you. Without it, you could be fined up to £2,500 a day for each employee.**

For example:

  • one of your employees falls down some stairs in your business premises, and makes a claim against you for chronic shoulder pain
  • a temporary employee traps their hand in a door at your premises, causing several fractures
  • a member of staff trips on a ledge on their way to a meeting, injuring their hip

Contents insurance

In case something happens to your fixtures, fittings, or operational equipment.

What’s typically covered by business equipment insurance?

Claims against your business for:

  • damage and destruction caused by flood, fire, vandalism, or theft
  • cover for your contents and the equipment needed to run your business

For example:

  • a flood spreads to your office floor and means you need to replace several desk chairs
  • your photocopier and fax machine are badly damaged during a break-in
  • four business smartphones are stolen from your premises

Read more about business equipment insurance

Business legal insurance

In case you’re hit with legal expenses connected to your business.

Claims against your business for:

  • VAT disputes
  • theft of your company’s identity illegally
  • compensation under data protection legislation

For example:

  • HMRC is investigating your VAT affairs, triggered by seemingly incorrect figures on your return
  • a fraudster steals your company’s bank details and buys goods to set up a new line of credit with banks or retailers
  • a client is claiming you didn’t process their data in accordance with GDPR, and is seeking compensation

Read more about business legal insurance

Excess insurance

In case you need to make a claim on your insurance policy.

What's typically covered by excess insurance?

Claims made by you for:

  • the cost of the excess you’d have to pay when making a claim on a cover included in your insurance policy

For example :

  • after a heavy storm you need to make a claim on your building cover – you don’t have to pay the £250 excess thanks to your excess insurance
  • a leak in the bathroom causes a guest to slip and injure themselves and thanks to excess cover, there’s no excess to pay on the claim
  • a tenant’s suitcase scratches the wooden flooring in your hallway – you won't have to pay any excess on your accidental damage claim

This content has been created for general information purposes. Make sure you have the right level of business insurance by checking your policy documentation for details. Read our full Terms and Conditions

How much does insurance for complaints handlers cost?

Find out how much you’ll pay by comparing prices from a range of trusted insurers. You choose what goes into your policy, so you only pay for what you need.

Prices start from £1.43 per month

Get your quotes in 7 minutes – prices are guaranteed for 30 days.

Get your tailored quotes in 7 minutes

Start your quote

*The price is for customers purchasing professional indemnity insurance - 10% of customers paid £17.10 or less annually between 1st Oct 2023 - 31st Mar 2024. Equivalent to £1.43/month (and excludes the extra costs for paying monthly). If you complete a quote more types of cover will be available, these all have additional costs.

What kind of excess should I expect?

An excess is an amount you pay towards any claim you make on your insurance. For example, if your excess is £250 and you make a claim worth £1000, your payout will be a maximum of £750.

Insurance cover

Lowest excess

Highest excess

Public liability

No excess

£750

Employers' liability

No excess

No excess

Contents

£200

£4,000

The figures above are for guidance only and any excess applying to your quote may differ. You’ll get a breakdown of the excesses for each quote when you compare with us.

How it works

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  • Get prices from a range of insurers

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How do insurance claims work for complaints handlers?

Unlike price comparison websites, we take the hassle out of claims for you. We know how important it is to get your business back on track quickly – and with a minimum of fuss. That’s why you get access to your dedicated claims team any time, day or night. Call them on 0333 207 0560 or claim online. They’ll do their best to be fair and supportive.

£51 million in claims paid out in 2023

83% of claims were settled in 2023

The figure above is rounded across our range of products. "Settled" covers paid, declined or withdrawn. Our claims process may vary for different products and operates on a ‘claim by claim’ basis. Our specialist partner Sedgwick will pay the claims on behalf of the insurer. Reviewed on 24/04/2024.

Chosen by 900,000 small businesses and landlords

We started out as a team of 5 back in 2005. We’ve grown since then with 900,000 customers across 1,500 trades now trusting us to provide their insurance.

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Complaints handler insurance FAQs

Whether you’re new to buying business insurance or you’ve been trading for a while, here are the answers to some commonly asked questions about insurance for off licences. You can also check out our business insurance FAQs.

  • Yes. You may start offering additional services that require you to use different skills or carry out different tasks. If you find yourself in this situation, it’s important to give us a call on 0333 0146 683 to update your policy before you take on this new work.

    If you don’t have the correct type of cover in place for the work you do, you may be unable to claim on your policy if something goes wrong.

  • Each insurer looks at CCJs and IVAs differently – some apply stricter rules than others, but having a CCJ or IVA doesn’t necessarily mean you won’t be able to buy insurance.

  • You can choose the payment type that suits your business and cash flow best. Some customers prefer to pay in one go, while others prefer to pay a regular monthly amount, like you do with lots of other bills. Simply Business offer three ways to pay for your policy:

    • one-off credit or debit card payment
    • BACS payment
    • Direct Debit

    If you choose to pay by Direct Debit, our credit provider, Premium Credit, pays Simply Business the full amount for your policy up front. You then repay Premium Credit in 10 monthly installments.

  • This will depend on whether you have employers’ liability insurance in place. Public liability insurance is designed to protect your business against the consequences of legal action brought by members of the public for injuries or damage to their belongings. But when it comes to your employees causing injury or damage, this protection only activates if you also have employers’ liability insurance.

    If you employ people, you’re required by law to have employers’ liability insurance.

    There’s one exception here. Family businesses that aren’t incorporated as a limited company are not legally required to have employers’ liability insurance. The government defines a “family business” as one where all your employees are closely related to you (as a spouse, civil partner, sibling, child, parent, grandparent, grandchild, step-parent, stepchild or half-sibling). So if you run an unincorporated family business and you choose not to get employers’ liability insurance, it’s important to know that your public liability insurance wouldn’t cover you against damage or injury caused by your team.

We create this content for general information purposes and it should not be taken as advice. Always check policy documentation for details and seek professional advice. Read our full Terms and Conditions

Helpful articles for complaints handler businesses

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