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Claims Service
What to Do in the Event of an incident?
At Pantaenius, we understand that accidents and incidents can be stressful and challenging experiences. That's why we're committed to providing you with exceptional claims support when you need it most. Our reputation is built on quick, efficient, and fair claims handling, and we're here to guide you every step of the way.
No matter the circumstances—whether you're at fault or not—incidents often come with a mix of rights and responsibilities. To make the process smoother, we’ve outlined key steps to take in the event of a claim, provided access to all relevant claim forms, and shared helpful information about the claims process below.
Remember, Pantaenius is here for you around the clock. Our dedicated 24/7 Emergency Claims Helpline is operated exclusively by our own experienced staff, ensuring you receive the assistance you need, whenever you need it.
How to Help Us Process Your Claim Smoothly
To ensure your claim is handled quickly and efficiently, please follow these steps:
1. Take Immediate Action:
- Minimise further damage by taking initial measures as soon as possible.
- For claim emergencies, contact our 24-hour Emergency Claims Helpline at 01752 601166.
- For minor damage, notify us without delay by calling 01752 223656.
2. Report Specific Incidents:
- For fire, explosion, burglary, theft, robbery, vandalism, embezzlement, or fraud, report the incident to the police immediately and obtain a police report.
3. Document the Damage:
- Take clear, detailed photographs of the damage.
- Provide a written, detailed description of the incident and the damage incurred.
4. Submit Supporting Documents:
- Include cost estimates or proof of value for the damaged items.
- In the event of a collision, provide details of the other party/vessel involved.
5. Organise and Submit Invoices:
- Collect all related invoices and submit them together for consideration
At Pantaenius, we pride ourselves on our reputation for settling claims fairly and promptly. By following these steps, you help us protect your investment and ensure a smooth claims process.
What kind of medical treatment do you need?
Our top priority is to provide quick and competent support in the event of a claim. To ensure the smooth processing of your claim, please proceed as follows:
- Contact the Pantaenius claims department immediately - in an emergency around the clock on +49 40 37091370, for minor claims within 2-3 days during normal office hours on +49 40 370910.
- If you are unable to commence your journey, arrival and departure arrangements and, if applicable, the charter cruise should be cancelled immediately in order to keep the cancellation costs as low as possible.
- Please be sure to collect appropriate evidence about the incident itself and the scope of the Claim.
- Enclose the charter contract, evidence of the occurrence of the damage (damage photos, police report, certificate) and, if applicable, the cancellation invoice as well as the crew list of the charter company confirmed on site with your damage report.
For claims in general the list of do’s and don’ts, shown below, lays a good foundation. Further, and more specifically for claims involving people, be it crew or passengers, the following information should also be obtained/provided:
- It is recommended that an accident report form (see below) is completed and returned to us.
- In case CCTV is available, the relevant raw footage is to be preserved.
- The treating doctor or hospital is to be asked for a report with the diagnosis and treatment, as well as the estimated duration of incapacity to work in case of crew injury or illness.
The accident report form, witness statements and doctor’s reports are to be sent to us as soon as is practically possible. Ideally, the contract of employment (crew) or passenger contract (passengers) should be included in the initial notification.
The Do’s and Don’ts
In any incident that could give rise to a claim, you are recommended to consider the following:
Do
- Notify the relevant authorities including the flag state, port state, coastal state authorities, company designated person (DP) and P&I Correspondent, so that any necessary authorisation and assistance can be obtained without any undue delay.
- Co-operate with and assist the local authorities and/or official investigators and remain polite, calm and courteous when doing so.
- Save the VDR, S-VDR to prevent the overwriting of data.
- Record all events in the ship’s logbooks.
- Collect and preserve all documentation, records and evidence including defective equipment, RADAR, ECDIS and other records relating to the incident.
- Take photos and/or videos of any damage, injury or condition relating to the incident, preferably with date and time displayed.
- Ask the witness to prepare statements of fact immediately after the incident. These should be signed by them and counter signed by the personnel taking the statement.
- Note a protest. If you are unsure whether or not it is needed, do it!
Don’t
- Allow any unauthorised personnel to board your vessel or interview the ship’s crew until you have clearance from the vessel owner/manager or the Club Correspondent and/or lawyer.
- Make statements or comments to any unauthorised external parties regarding the incident.
- Provide documentation or evidence to any unauthorised external party.
- Sign or acknowledge any statement by any unauthorised external party.
- Take any incident lightly even though the perceived seriousness of the incident may seem negligible at that instant.
Claims ProcessWhat to Expect When Making a Claim
If you need to make a claim under your insurance policy, there are some important details about the process you should be aware of.
Pantaenius acts as an agent for your insurers, meaning we represent your insurers throughout the claims process. Any information provided to Pantaenius is treated as if it has been given directly to your insurers. This allows us to process most claims efficiently without needing to refer back to the insurers before agreeing to or settling a claim.
Steps to Take
- Complete a Claim Form:
- You will need to fill out and return a Claim Form as soon as possible.
- If you have any questions or need assistance, contact our Claims Team for guidance.
- Provide Supporting Documentation:
- You may be asked to include photographs of any damage whenever possible.
- Ensure all details accurately reflect the specific incident for which you are claiming.
Important Considerations
Only loss or damage caused by the specific incident you are claiming for is covered under your insurance policy. It is crucial that you:
- Do not falsify any details about the cause of the incident or the extent of the damage.
- Do not overestimate your claim.
- Do not include items in your claim that were not lost or damaged in the incident.
Attempting to mislead your insurers in any part of your claim, no matter how minor, can result in the loss of all entitlement under your policy.
What Happens Next
Once we receive your completed Claim Form and supporting information:
- We will verify that the incident and damage are covered under your policy.
- We will confirm that premiums were paid at the time of the incident.
By working together and following these steps, we can ensure your claim is processed fairly and efficiently.
Appointment of a Surveyor
In some cases, it may be necessary for a surveyor to inspect the damage to your boat. The surveyor is appointed on behalf of your insurers to:
- Verify the cause, nature, and extent of the damage.
- Determine the most effective method of repair.
Please note that the surveyor does not have the authority to:
- Decide whether your claim is covered under your policy.
- Provide an estimate of the settlement amount.
What to Expect
If a surveyor is appointed, they will contact you to arrange a convenient time to inspect your boat. While we recommend attending the inspection to avoid potential misunderstandings, we understand this may not always be possible. Attendance is encouraged but not required.
Additional Assistance
Although the surveyor represents your insurers, they may be able to offer helpful advice based on their knowledge of local repair facilities.
Arranging Estimates for Repairs or Replacements
You will need to obtain estimates for the repair or replacement of any items related to your claim. These estimates should be submitted to us as soon as possible for review. We will check that the estimates align with the description of the damaged or lost items and that the costs are reasonable.
If identical replacements are no longer available due to obsolescence, please provide estimates for current models of equivalent quality and specifications.
Additional Work or Upgrades
If you plan to carry out additional work or upgrades to your boat while it is in for repairs, please ensure that any such work is clearly marked on the estimates and invoices. You must also agree with us beforehand on which portion of the costs will be your responsibility.
What Happens After We Receive Your Claim
Once we have received full details of your claim, including the surveyor's report (if appointed), we will:
- Inform you whether the incident and damage, as described, is covered by your insurance policy.
- Grant approval to proceed with the agreed repairs.
- Review the repair or replacement estimates you provide and advise you of the proposed settlement based on the terms and conditions of your policy.
Responsibility and Delays
While the surveyor and the Pantaenius Claims Team will make every effort to assist you and ensure your claim is processed efficiently, please remember that your boat remains your responsibility at all times.
It is important to note that if repairs are delayed due to factors beyond the control of Pantaenius and/or your insurers—such as delays in obtaining estimates or instructing repairers—the insurers will not be liable for any resulting increase in costs.
Your Responsibility to Minimise the Claim
As part of your insurance contract, you are required to take all reasonable steps to minimise the extent of your claim. This includes:
- Protecting your boat from further damage (the obligation to ‘mitigate’).
- Co-operating fully with Pantaenius and any appointed surveyors.
- Obtaining alternativequotations/estimates promptly if requested by Pantaenius.
- Providing requested information in a timely manner to avoid delays.
- Issuing instructions promptly to repairers to begin work.
Our Commitment to You
On our part, we will make every effort to avoid unnecessary delays. With your approval, we can arrange deposits and stage payments directly to repairers, ensuring that repairs can proceed without delay once agreed upon.
How to Claim if Someone Else Is Responsible for the Damage
If someone else is responsible for the damage to your boat, you have two options for making a claim:
1. Settle Under Your Hull Insurance and Recover Costs from the Insurer
If the damage is covered by your own hull insurance, your claim can be settled under your hull policy.
- Claim Settlement: Your policy excess/deductible, along with any other applicable deductions, will apply to any payments made by your insurer—even if you believe the incident wasn’t your fault.
- Cost Recovery: Your insurer may attempt to recover their costs from the responsible party or their insurer. If successful, they may refund your excess, any deductions, and out-of-pocket expenses based on the proportion of the recovery.
- Non-recovery: If your insurer decides not to pursue recovery due to low chances of success or disproportionate costs, your claim will proceed as a standard hull claim, with all contractual deductions applied.
2. Claim Directly Against the Responsible Party
You may choose to claim directly from the person responsible for the damage:
- Contact the Responsible Party: Write to the person who caused the damage, holding them accountable for the incident.
- Their Insurer's Response: If the responsible party is insured, their insurer will assess your claim and communicate their response to you directly.
- Claim Settlement: If their insurer agrees their policyholder is liable, they may settle the claim directly with you. You may also be able to claim any out-of-pocket expenses related to the incident, so be sure to keep a record of these.
- Legal Assistance: If you have Legal Expenses insurance, you can contact your insurer's helpline to consult a marine solicitor for advice.
How to Raise a Concern About Your Claim
We are committed to handling your claim fairly and promptly. However, if you are not satisfied with the way your claim has been managed, you may submit your complaint in writing to:
Pantaenius UK Limited
Marine Building, 1 Queen Anne Place
Plymouth, PL4 0FB
If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to the Financial Ombudsman Service.
What to Expect When Making a Claim
If you need to make a claim under your insurance policy, there are some important details about the process you should be aware of.
Pantaenius acts as an agent for your insurers, meaning we represent your insurers throughout the claims process. Any information provided to Pantaenius is treated as if it has been given directly to your insurers. This allows us to process most claims efficiently without needing to refer back to the insurers before agreeing to or settling a claim.
Steps to Take
- Complete a Claim Form:
- You will need to fill out and return a Claim Form as soon as possible.
- If you have any questions or need assistance, contact our Claims Team for guidance.
- Provide Supporting Documentation:
- You may be asked to include photographs of any damage whenever possible.
- Ensure all details accurately reflect the specific incident for which you are claiming.
Important Considerations
Only loss or damage caused by the specific incident you are claiming for is covered under your insurance policy. It is crucial that you:
- Do not falsify any details about the cause of the incident or the extent of the damage.
- Do not overestimate your claim.
- Do not include items in your claim that were not lost or damaged in the incident.
Attempting to mislead your insurers in any part of your claim, no matter how minor, can result in the loss of all entitlement under your policy.
What Happens Next
Once we receive your completed Claim Form and supporting information:
- We will verify that the incident and damage are covered under your policy.
- We will confirm that premiums were paid at the time of the incident.
By working together and following these steps, we can ensure your claim is processed fairly and efficiently.
Appointment of a Surveyor
In some cases, it may be necessary for a surveyor to inspect the damage to your boat. The surveyor is appointed on behalf of your insurers to:
- Verify the cause, nature, and extent of the damage.
- Determine the most effective method of repair.
Please note that the surveyor does not have the authority to:
- Decide whether your claim is covered under your policy.
- Provide an estimate of the settlement amount.
What to Expect
If a surveyor is appointed, they will contact you to arrange a convenient time to inspect your boat. While we recommend attending the inspection to avoid potential misunderstandings, we understand this may not always be possible. Attendance is encouraged but not required.
Additional Assistance
Although the surveyor represents your insurers, they may be able to offer helpful advice based on their knowledge of local repair facilities.
Arranging Estimates for Repairs or Replacements
You will need to obtain estimates for the repair or replacement of any items related to your claim. These estimates should be submitted to us as soon as possible for review. We will check that the estimates align with the description of the damaged or lost items and that the costs are reasonable.
If identical replacements are no longer available due to obsolescence, please provide estimates for current models of equivalent quality and specifications.
Additional Work or Upgrades
If you plan to carry out additional work or upgrades to your boat while it is in for repairs, please ensure that any such work is clearly marked on the estimates and invoices. You must also agree with us beforehand on which portion of the costs will be your responsibility.
What Happens After We Receive Your Claim
Once we have received full details of your claim, including the surveyor's report (if appointed), we will:
- Inform you whether the incident and damage, as described, is covered by your insurance policy.
- Grant approval to proceed with the agreed repairs.
- Review the repair or replacement estimates you provide and advise you of the proposed settlement based on the terms and conditions of your policy.
Responsibility and Delays
While the surveyor and the Pantaenius Claims Team will make every effort to assist you and ensure your claim is processed efficiently, please remember that your boat remains your responsibility at all times.
It is important to note that if repairs are delayed due to factors beyond the control of Pantaenius and/or your insurers—such as delays in obtaining estimates or instructing repairers—the insurers will not be liable for any resulting increase in costs.
Your Responsibility to Minimise the Claim
As part of your insurance contract, you are required to take all reasonable steps to minimise the extent of your claim. This includes:
- Protecting your boat from further damage (the obligation to ‘mitigate’).
- Co-operating fully with Pantaenius and any appointed surveyors.
- Obtaining alternativequotations/estimates promptly if requested by Pantaenius.
- Providing requested information in a timely manner to avoid delays.
- Issuing instructions promptly to repairers to begin work.
Our Commitment to You
On our part, we will make every effort to avoid unnecessary delays. With your approval, we can arrange deposits and stage payments directly to repairers, ensuring that repairs can proceed without delay once agreed upon.
How to Claim if Someone Else Is Responsible for the Damage
If someone else is responsible for the damage to your boat, you have two options for making a claim:
1. Settle Under Your Hull Insurance and Recover Costs from the Insurer
If the damage is covered by your own hull insurance, your claim can be settled under your hull policy.
- Claim Settlement: Your policy excess/deductible, along with any other applicable deductions, will apply to any payments made by your insurer—even if you believe the incident wasn’t your fault.
- Cost Recovery: Your insurer may attempt to recover their costs from the responsible party or their insurer. If successful, they may refund your excess, any deductions, and out-of-pocket expenses based on the proportion of the recovery.
- Non-recovery: If your insurer decides not to pursue recovery due to low chances of success or disproportionate costs, your claim will proceed as a standard hull claim, with all contractual deductions applied.
2. Claim Directly Against the Responsible Party
You may choose to claim directly from the person responsible for the damage:
- Contact the Responsible Party: Write to the person who caused the damage, holding them accountable for the incident.
- Their Insurer's Response: If the responsible party is insured, their insurer will assess your claim and communicate their response to you directly.
- Claim Settlement: If their insurer agrees their policyholder is liable, they may settle the claim directly with you. You may also be able to claim any out-of-pocket expenses related to the incident, so be sure to keep a record of these.
- Legal Assistance: If you have Legal Expenses insurance, you can contact your insurer's helpline to consult a marine solicitor for advice.
How to Raise a Concern About Your Claim
We are committed to handling your claim fairly and promptly. However, if you are not satisfied with the way your claim has been managed, you may submit your complaint in writing to:
Pantaenius UK Limited
Marine Building, 1 Queen Anne Place
Plymouth, PL4 0FB
If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to the Financial Ombudsman Service.
