Some of the Steps A Claim Goes Through We hope you are reading this so you will be informed should the worst happen but even if you just had a problem the following may give you a sense of a claim's process. A) It just happened. 1.Injuries or Worse? Take whatever steps you can to assist the injured and to see that they get proper medical attention. DO NOT concern yourself with the bills for care that might be coming later. Provided you have Passenger Liability Coverage the bills will be looked after. The bills are not an issue in your time of stress. 2.Do not admit you were at fault even with phrases like, "I just didn't get it right" or "I have never forgotten the gear before." The cause of the accident and the 'fault', if any, will all be determined after a proper investigation by the authorities and they are paid to do just that. You don't have to give them amateur help but cooperate with them fully when they turn up. 3.Do what you can to protect the damaged aircraft. Failure to do so can be considered a breach of the hull section of your policy. This does NOT mean start repairs. It DOES mean trying to keep the aircraft from sinking, having it hauled off a runway with due care, posting a guard if vandalism is a threat, tying it down if it is exposed to wind and weather, trying to secure a cover over the cockpit and any exposed internal areas to keep water or snow off delicate electronics and such. Act as if you do not have insurance at this stage. The bills for prudent protection of the wreck are covered under the hull insurance. 4.Look after yourself! Yes, rest a bit, talk to a family member or friend, have something to eat and even put your head down for a little while. Of course, seek any medical attention you should have. 5.Calm and more or less relaxed, call the authorities to report the accident. Someone may have already done this (control tower or other witness) BUT you should initiate a call for the record. It is your responsibility and it should be recorded that you followed through. 6.Now let the insurance company know about it. The best way to do this is to call your insurance broker, bki. They have not had the accident and are professionals used to talking to the insurance people. It will be strictly business between two insurance parties without your emotional stress inserted into any conversation. i)If for some inexplicable reason you cannot get hold of anyone at the broker's office or home right away, it is acceptable to wait up to about 12 hours while you keep trying. If all else fails call the insurance company but keep it short and just relay what happened is the briefest of terms. They will not want all the details now anyway. They leave that to their claims staff or an independent adjuster. 7.Go home or to somewhere restful and try to get yourself back to normal. Avoid alcohol as it can emphasize depression. B) What happens now? 1.The insurance company will see that an adjuster is appointed. They may do this themselves or ask your broker to call a specified one or ask you to call one if you are talking to the insurers directly. a)In Canada independent adjusters are most commonly used. They are professionals skilled at handling all aspects of resolving a loss. They are supposed to be intermediaries acting for both parties to reach a fair resolution of all issues. That is the theory and generally the adjusters try their best to walk the middle road but remember, the insurance company pays them. When push comes to shove they will lean to the insurers' side. 2.LET THE ADJUSTER DO HIS JOB. He is experienced at handling the aftermath of an accident and you are not. 3.He will see to the salvage of the aircraft and arrange for it to be moved to a place of storage or for repair. 4.He will take statements from you as to what happened along with statements from any witnesses including the passengers. 5.He will do any background investigating required - checking the weather office, checking any flight plans filed and whatever else may seem germane. 6.If the aircraft is clearly a total loss you should be informed fairly quickly that the adjuster has determined this. You are entitled to execute a Proof of Loss form right then which presents your claim. This form is to go to the insurers to order the payment of the claim. This form is a legal document and must be properly executed by all the owners of the aircraft and direct payment to those named on the policy including any finance company involved. 7.There are odd times when it is not clear that an aircraft is a total loss - beyond reasonable repair. In such cases bids will be solicited by the adjuster from qualified shops and then a determination of the status is made. You may find yourself in a negotiating situation if the calculations are marginal. Unless the aircraft is a family heirloom, try for the total loss declaration but realize that the insurers are not obligated to declare a total. Technically, they can proceed with repairs even if the cost is going to exceed the insured value. Realistically, this rarely is an issue. 8.If the aircraft is considered for repair the adjuster will investigate the shops that are qualified and get bids from them. Insist he report back to you at this stage. The lowest priced shop may be just fine but it also may be a dud. It is your aircraft and within reason you can insist on the shop of your choice. If there is a big price differential be prepared to negotiate and maybe throw some of your own money into the pot. 9.You or the adjuster, with your concurrence will instruct the shop to proceed. 10.During the repair process issues may arise which require your input. For example, on a strip down of an engine something may be found which is not airworthy but was not in any way attributable to the accident. You will be advised and this item will be yours to pay for - it is running maintenance and nothing to do with the insurance company. 11.The adjuster should be checking on the progress of the repairs form time to time. It is your aircraft so there is nothing wrong with you monitoring the repair shop too. 12.Upon completion of repair the aircraft should be flown by a competent pilot as a check flight. You or someone you trust should fly the aircraft to be sure that all is as it should be. 13.Now a Proof of Loss for the repair costs may be taken. You should see a cheque within about 30 days at the outside but the cheque may be payable to the repair shop, your finance company or just yourself. It may be payable to all three as a joint cheque and you have to resolve the cashing of it to see that each party gets their proper share. C) What about those injured people? 1.It is best to stay away from them unless they are family, of course. Let the adjuster do his job. 2.The adjuster will initiate negotiations for settlement of most minor injuries and property damage and you may never hear what finally happened. When settlement is reached with anyone a release is taken that includes your name so that you benefit from the closure of the file. 3.If the injuries are more serious or the injured party is not willing to settle for what the insurers deem reasonable then the matter may be passed on to lawyers appointed by the insurance company. They have a duty to you as well and are representing your interest in any lawsuits or negotiations that follow. Cooperate fully with them. While they are protecting your interests they will be taking direction from the insurers throughout the process. It is the insurers who will pay the final bill so if they negotiate or act badly the cost will fall upon them. 4.If the matter goes to court you may have to appear but this is part of the required cooperation process. Needless to say this article cannot address every aspect of an accident settlement. There are variables that can crop up making these words seem totally wrong, however, for most cases this describes the general process. The accident itself is the really hard part. The claims settlement, in 99% of the cases, is easy.