Two women in a modern office setting, one pointing at a computer screen while the other listens with a headset.

HSB Claims

Providing empathy, compassion, and expertise to our customers when they need it

We are reliably human How to report a claim

With considerable knowledge, experience and claims expertise within our chosen markets, our in-house claims specialists can be counted on to deliver a first-class service and provide expert claims management.

98%

of claims acknowledged within four business hours*

99%

of first notice of losses acknowledged within one business day**

290 years'

collective insurance industry experience across our Claims Specialists

As well as providing direct policy coverage through brokers and managing general agents, we also work with other insurers as a specialist reinsurance company; working in partnership with them to provide specialist engineering and technology coverage to their customers.

Thank you for your efficient, prompt and professional service...helpful and knowledgeable [Claims Handlers]. We would definitely recommend HSB for business insurance.

Insurance policyholder

Horticultural company

I can't thank [your Claims Handler] enough for her efforts…I've been able to put our client's mind at rest, which is brilliant from a service perspective.

Insurance Broker

Claims service: Our commitments

Acknowledging a claim

Dedicated claims handler

Treat customers fairly

Specialist service

Claims settlement

We acknowledge every claim within four business hours, so customers know we've got it.

We provide customers with the name and contact details of a dedicated Claims Handler who will assist them.

Our in-house Claims Team treat our customers how we all wish to be treated: in a fair, professional, and courteous manner.

We provide a specialist service, responsive to our customers' individual circumstances and requirements.

We believe in fair settlement and prompt payment.

> Vulnerable customers: Our approach

I believe that delivering a good claims customer experience involves ensuring expertise meets empathy, consistently. As a claims function, our role is not simply to assess policy cover, but to stand with our customers at moments that matter, making fair decisions clearly, promptly, and with care.

Emma Webber

Head of Claims

HSB

HSB claims in action

Cyber crime
Computer
Construction
Equipment breakdown

A manufacturing customer received an email purportedly from a supplier. However, the email was actually sent by a fraudster, who then deceived our customer into making a substantial payment into the fraudster’s account. The actual supplier contacted our customer to advise they hadn’t received their usual payment. The manufacturer’s bank recovered a large amount of the stolen money, and HSB covered the remainder.

An aviation customer’s air conditioning system experienced an equipment breakdown. A burst heating coil within the HVAC system caused water to leak onto an IT server, causing a number of its network switches to suffer water damage. A loss adjuster confirmed the equipment was beyond economical repair, following which HSB settled their claim.

A sand and gravel customer’s excavator suffered damage after becoming submerged in silt and mud whilst being relocated from their stock yard to a field. HSB accepted liability and settled our customer’s claim.

A lift in a customer’s residential block experienced a sudden unforeseen breakdown, rendering it inoperable. An engineer’s inspection sourced the breakdown to the lift’s control panel, with a voltage fluctuation being identified as the cause. HSB settled our customer’s claim.

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How to report a claim

To report a claim, please refer to your policy wording documentation for guidance. Alternatively, you can contact us via the following methods:

Email

Contact form

Call

Write

> new.loss@hsbeil.com

> Contact form

UK: 0330 100 3432
Republic of Ireland: +1800 812 363

Claims Department
HSB
Chancery Place
50 Brown Street
Manchester
M2 2JT

Feedback

We place great importance on providing a quality claims service to all our customers, and we welcome feedback on any aspects of our service. If you would like to contact us about our claims service, or about any other aspect of our service:

Complete our feedback form Email us

* Average acknowledgement of a first notice of loss, measured during the six months to March 2026. ** In the six months to April 2026.