What to do after…
What to do when a customer is hurt at your business
Slips, trips, and job-site accidents can turn into claims months later. A calm response and good records on day one help everyone.
Step by step
Safety first
- Help the person and call 911 if they need medical care.
- Make the hazard safe or block it off so no one else is hurt.
Write down what happened
Record the date, time, place, conditions, what the person says happened, and witness names and phone numbers. Keep it factual.
Take photos and keep evidence
Photograph the area, lighting, signage, and the hazard. Save security camera footage before it records over.
Do not admit fault or promise to pay
Be kind and helpful, but do not discuss fault or offer to pay bills. Let your insurer handle that.
Report it to your general liability insurer
Report the incident promptly, even if the person says they are fine. Policies commonly require prompt notice of incidents that could lead to a claim.
Photograph, write down, and keep
Your record
- Incident report with witness names
- Photos of the area and hazard
- Saved security video
- Claim number and adjuster contact
Common regrets to avoid
- Promising to pay medical bills
- Fixing the hazard before photographing it
- Waiting to report until a lawyer's letter arrives
Keep your claims numbers in one place
Save each policy in a free PolicyChecked account and print a one-page insurance summary with every insurer's claims phone and your policy numbers. Create a free account
Need a hand?
Claims are reported to and decided by your insurance company. If you are not sure who to call or what your policy says, a licensed agent can help you find out: (888) 509-8502.
Questions
Know what you're covered for before you need it.
Check your coverage free in about a minute, then talk with a licensed agent about anything you want to change or quote.