Know the reporting channels
Maintain current insurer, broker and emergency contact information accessible to the people who need it. Review notice requirements and any policy-specific deadlines, especially for claims-made coverage. Reporting to a customer or supervisor is not necessarily the same as reporting to the insurer.
Preserve relevant facts
Retain contracts, work orders, equipment records, photographs when appropriate and witness information. Protect evidence without interfering with emergency response or agency obligations. Avoid speculative conclusions or promises about liability; factual records help the insurer and advisers evaluate what occurred.
Coordinate before committing costs
Review policy provisions addressing defense, settlement, voluntary payments and consent. Emergency action may be necessary, but the treatment of expenses depends on the policy and circumstances. Track costs and communications, and involve qualified legal, safety or environmental professionals where the incident requires them.
Illustrative review scenario
A customer sends a demand letter to a project manager, who forwards it internally but assumes the broker already knows about the incident. Establish who is responsible for policy notice and confirm the reporting requirements promptly. Retain the letter and related records. Awareness within the business or at the customer does not necessarily satisfy the insurer’s required notice process. Who can locate the complete policy and notify the insurer outside normal office hours? Test the administrative contact process without placing a claim or relying on a single employee’s personal records.