Claims checklist: your preparation improves the process

When unexpected events occur, your organisation’s management of insurance claims can make the difference between prolonged disruption and a controlled recovery. Understanding the basics of the claims process and what to do when an incident occurs can help your organisation protect its financial stability, business continuity and recovery.

As the current conflict in the MENA region continues to evolve, engaging early with insurers and brokers with key documentation will help keep your claim moving and ensure you can access the support you need. Use the checklist below to navigate the process with confidence.

When a claim occurs, we recommend you take these immediate actions.

Protect the asset or property to prevent further loss or damage.
Take photographs documenting the damage. Follow current government guidance — wait for the police to arrive and take photos with them where required.
Preserve all CCTV footage.
Secure the site and avoid altering the scene. Do not discard damaged property before inspection by the insurer or loss adjuster. If items must be removed for safety reasons, photograph them, document details and preserve evidence.
Retain damaged property for possible expert examination.
Provide contact details for the main point of contact who can give further information and grant access to inspect the damage.
Collect and safeguard information relating to any third parties involved or affected.
Do not admit liability or make payments, incur expenses, or assume obligations (other than administering first aid) related to the incident.
Consider assigning a unique code to track all expenses related to the incident.

To support your claim, provide this information:

Your initial claim notification should include the date and nature of the event, a preliminary description of the damage, operational impact and an initial loss estimate (if available).

In addition to those details, submit the following documents:

Incident report
Initial and final police reports
Estimates or invoices for emergency repairs or debris removal, and repair or replacement estimates
Records of specialist fees or other expenses incurred
Labour cost documentation, including breakdowns of man-hours and hourly rates (these may be provided later)
Store requisition documentation if materials from internal stock are used for repairs
Time sheets for internal labour showing hours worked, hourly rate, overtime payments, nature of work and labour category
Document the procurement process followed for the restoration works, including evidence of quotations obtained so it can be reviewed and aligned with the loss adjuster and insurers
Any official documentation related to the incident (e.g., civil defence reports)

For business interruption (BI) claim consider including the following

Determine the precise date and cause of interruption.
Identify whether interruption arises from physical damage, denial of access, supply chain disruption or utilities failure.
Gather three years of financial statements and management accounts.
Preserve budgets, forecasts and order book data at date of loss.
Document cancelled contracts and lost opportunities.
Separate fixed and variable costs.

Accurate BI quantification requires structured financial modelling and defensible assumptions.

Note: This is not an exhaustive list, but it reflects widely accepted good practice for limiting impact and preserving options during the early stages of a claim. Insurers may request additional documentation or information as the claim progresses.

Disclaimer

The steps, considerations, and recommendations outlined in this guidance are provided for general information purposes only and reflect Lockton’s observations and professional views based on current market conditions. They are not guaranteed to be effective in preventing, mitigating, or managing risks, nor are they intended to replace an organisation’s own risk management frameworks, crisis‑management processes, internal controls, contingency planning, or independent professional advice tailored to its specific circumstances.

These recommendations and this guidance do not represent, imply, or create any requirement or assurance that insurers will accept coverage, honor claims, or provide any particular claim outcome. Insurance policy responses depend on the specific facts of each event, the terms and conditions of the relevant policy, and insurers’ independent assessment and decision making. Nothing in this guidance should be interpreted as guaranteeing coverage, confirming policy responses, or ensuring that any claim will be paid.