What should I do if I receive a complaint or there is an incident in my class?
If a complaint or incident arises, you should contact your insurance provider as early as possible for guidance and support.
Why this matters
Even minor concerns can escalate if they are not handled correctly. Early advice helps you respond appropriately, protects your position, and ensures you meet the requirements of your insurance policy.
What this means for you
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You should not ignore or delay responding to complaints
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You do not need to handle the situation alone
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Early support can help prevent escalation into a formal claim
What you need to do
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Contact your insurance provider as soon as possible:
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Explain the situation clearly, even if it seems minor or informal
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Follow the guidance provided by your insurer before taking further action
Your insurer is there to support you, not to judge. Handling a situation early and professionally can often lead to a positive outcome, whereas delays can increase the risk of a more complex and stressful claim.
Members who have the Balens master insurance policy, please contact them for advice.
UK Members
+44 1684 580771
Live chat with the Balens team during office hours on https://www.balens.co.uk/
Ireland Members
+353 15787525
If you have an insurance claim, click here.