Key roles and responsibilities

Although certain incidents can be very similar, for example a propeller strike needing a shock load inspection on a fixed wing aircraft, each claim is assessed on its individual merits by Insurers and there may be some factors, such as the availability of replacement parts that can be difficult to predict. We have, therefore, provided a general description of "who does what" after a claim has been notified to Insurers.

The insurer – also often referred to as the "Underwriter", the Insurer has the ultimate responsibility for approving, settling and paying your insurance claim. Despite a common misunderstanding that Insurers exist to deny paying claims, their function is to indemnify you, as the policyholder, after your loss. Providing that you have not breached any policy terms and conditions, have paid your premium and have not acted fraudulently or have prejudiced their position in any way, Insurers are required to settle your claim, within the scope of the insurance cover as set out in your policy wording.

The Broker - by choosing an aviation insurance broker, you are choosing a commitment to service and the knowledge that your broker will act as your agent throughout the claims process. The broker’s prime focus is to you, the policy holder. A broker will liaise with you, the Insurer and the appointed service provider(s), so that your claim can be settled quickly.

The Loss Adjuster – often also known as “Surveyors.” By their very name, a Loss Adjuster is there to adjust your loss on behalf of your Insurer. Following notification of an incident, the Loss Adjuster provides you with a claims questionnaire which helps them to prepare a report to your Insurers. They may also wish to survey your aircraft, or the damaged parts taken from it, in order to gain a greater understanding of what has occurred and the costs involved.

Aviation Loss Adjusters are usually current or previously licensed engineers who have experience in all types of aircraft. In the case of your aircraft being repaired by a suitably qualified maintenance organisation, the Loss Adjuster will expect them to provide a written estimate prior to the commencement of any work undertaken, so they can report to your Underwriters that the costs involved are "fair and reasonable".

If you feel that the Loss Adjuster has misrepresented the facts involved or has indicated to you that certain elements of your claim may not be met by your Underwriters, for example, deduction of certain items believed not to be associated with the accident, please do not hesitate to contact Hayward Aviation for assistance.

The Repairer - Unlike motor insurers, aviation underwriters do not have a network of approved repair facilities that you must use.

The repairer should be suitably licensed to undertake work on your aircraft type and ideally hold their own insurance for any further damage caused to your aircraft while it is in their care, custody and control, and any subsequent losses arising from their negligence.

It is beneficial to ask your chosen repairer, prior to them starting any work, if they will be able to complete the repair within a reasonable time frame; are they able to get the necessary parts and do they need an "up front" payment to commence the work?

Once the repair work starts, it is the repairer’s responsibility to keep you informed and satisfied with the progress of the work. Their work is not overseen by the Loss Adjuster.

You – the Policyholder - There is a reasonable expectation from your Insurers that you will help in providing the necessary information in order for them to evaluate the circumstances of the accident. It is also reasonable for your Insurers to expect you to minimise further loss and not to inflate the value of your claim.

If your aircraft is subject to any financial lien or mortgage, it is prudent that you inform the finance company that an accident has occurred, as often there is a requirement to do so under the terms of your agreement. When corresponding with the Loss Adjuster, we recommend that you also e-mail all communications to our Claims team, so we can monitor progress.


Before you fly

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Notification of claim

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