Our Claims Advice

What happens if I have a Claim?

It is our aim is to give you peace of mind by providing an efficient, effective and helpful claims service. So we can ensure the best service to you, Velos has an inhouse claims team to handle the administration of Your claim.

To ensure a claim runs smoothly we will need your assistance, so please take the time to read this section as it contains some useful guidance and sets out some of your duties and responsibilities.

It is important that you tell us everything you know about an incident that might give rise to a claim whether you think it is relevant or not, it might become important later.

By Email:

claims@velosgroup.co.uk

By Post:

Velos Insurance Services Ltd, Notcott House, 36 Southwark Bridge Road, London, SE1 9EU

By Telephone:

020 7929 4058 (option 4) from the UK
+44 20 7929 4058 (option 4) from abroad

Procedure

1. It is very important that We are immediately informed of any event that may lead to a claim under your policy. Therefore, when you contact us please also quote your policy number if you have it to hand.
2. We will forward a claim form to you for completion as soon as we are told of the incident, remember you can also download a claim form via our website.
   • This should be returned to us, fully completed, as soon as possible whether or not you intend to make a formal claim and we may ask you to obtain estimates for repairing any damage; and/or
   • To obtain quotations for the replacement of any items lost or destroyed.
3. Any estimates or quotations should be sent to us without delay although we may also ask you to obtain alternative estimates. A surveyor may be instructed by Insurers to inspect and/or investigate. Except in an emergency or to prevent any further damage, repair instructions should not be given without our prior agreement.
4. When you are satisfied with the repairs, the invoice should be paid by you and the receipted invoices should then be forwarded to us for payment to you.

Own Damage Damaged by a Third Party Damage to Third Parties Theft/Vandalism

Own Damage

• Take immediate action to safeguard and protect any property from further damage or deterioration (this may include first aid to the engine).
• Enlist help (professional if necessary) if immediately required to safeguard and protect your boat and equipment.
• Try to agree a realistic charge or fee if a tow is required before acceptance.
• Retain and look after all broken/torn/damaged items for inspection.

Damaged by a Third Party

• If racing, protest the Third Party if they did not accept a penalty. Obtain witness(es) statements.
• Obtain details of boat type/class/number/name/club and any witness(es) details in addition to the name(s) and address(es) of the helm and boat owner.
• Road Accidents – obtain details of the driver, vehicle and insurer and any witness(es), and/or call the Police to the scene.
• If possible write down all the details and make a sketch of the site.

Damage to Third Parties

• If a Third Party wishes to hold you liable for damage, provide them with our details, your name, policy number and boat details. you should acknowledge any correspondence and pass it on to us immediately.
• Do not make any admission of liability and do not make any offer of payment.

Theft/Vandalism

• Any theft or malicious damage should be reported to the Police promptly.
• Keep a note of the Police Crime Reference Number.
• We will also need the serial numbers of any engines, tenders etc.
• Notify your club and local harbour master with full details of the theft/vandalism.

 
 
 
 
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 Kimberly  
 
 
 
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Great company, personable and easy to work with when questions come up.
  
 
  
 
 
 
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 Andrew  
 
 
 
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Exceptional Service for Cruisers!

I had a fantastic experience working with Kel at Velos Insurance. Securing world cruising insurance can be a daunting and complex process, but Kel made it feel incredibly manageable.

Here is why I can’t recommend them enough:

Incredibly Responsive: Kel was lightning-fast when it came to getting back to me. In the world of marine insurance, timing is everything, and I never had to wait long for an update or a return call.

Meticulously Thorough: They didn’t miss a single detail regarding our offshore requirements. Kel took the time to go through everything with a fine-tooth comb, ensuring our coverage was robust enough for international waters and that I fully understood the nuances of the policy.

A Pleasure to Deal With: Beyond just being professional, Kel is genuinely pleasant and easy to talk to. It’s rare to find someone who makes the insurance process feel this seamless and stress-free.

If you’re prepping for a long-range voyage and need someone who is professional, attentive, and understands the specific needs of cruisers, ask for Kel.

Thank you for the top-tier service!
  
 
  
 
 
 
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 Francis  
 
 
 
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Excellent service. Our broker M. Kel Girdler went out of his way and in a prompt manner to answer my needs. I highly recommend their service.
  
 
  
 
 
 
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 Max  
 
 
 
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An excellent and speedy service. I highly recommend.
  
 
  
 
 
 
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 Eugene  
 
 
 
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I am an American purchasing an English canal boat at long distance. I had trouble finding brokers who would handle non-resident owner. I was referred by another broker to Velos, and they were able to assist. The boat is also quite old, 100 years, on historic registry which presented a second problem so they had to go to a number of underwriters before success. But they did, and I have insurance. They were very helpful, a pleasure to work with by phone and email.
  
 
  
 
 
 
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 Jessica  
 
 
 
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We could not be happier with the service that Velos provided. Not only did they get us a much better policy than we had, they also saved us money. The customer service is outstanding and I can HIGHLY  recommend them!!!
  
 
  
 
 
 
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 Jason  
 
 
 
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Kel @ Velos was amazing to deal with. We’ve had issues insuring our vessel but Kel and Velos worked hard to find a solution. Velos have been professional and prompt to deal with and we can highly recommend them.
  
 
  
 
 
 
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 Rob  
 
 
 
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Emma my agent has gone way out her way to navigate a rather complex set of circumstances to insure my narrow boat.  Wonderful to have someone of this caliber in my corner.  What I love is she approach me in advance of the policy expiration to remind it was coming up.  It's so easy to let this slip by and the consequences can be dire.  Well done Emma and Velos....R Hall
  
 
  
 
 
 
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 Steve  
 
 
 
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From my initial email enquiry with Velos I dealt with Kel and he was quick to respond and answered each point I had raised. Subsequent emails were also responded to in a prompt and efficient manner which was refreshing, it was nice to have the opportunity to talk. I never felt that the time we spent talking was a problem and he offered useful advice on how to get me the best policy for my situation, overall great service and hopefully the start of a long term support with my yacht insurance.
  
 
  
 
 
 
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 Richard  
 
 
 
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Fantastic service from Kel.The process was very detailed to ensure all questions were answered in a warm, authentic manner. I thoroughly recommend them.