Guidance on what to gather; not a form.
- Download the DOCX for an editable Microsoft Word version you can email, print, or archive.
- Review this guidance carefully. For contracts, have a solicitor review before signing.
- Review the source chapter in the book for full context: see the chapter reference in the page header.
When an incident happens
1. Ensure the dog is safe. If vet attention is needed, contact the vet or take the dog to the clinic.
2. Complete the Incident Report Form (IRF) within 24 hours. Include: date, time, location; dogs involved (name, breed, microchip); staff involved / witnesses; description of what happened; immediate action taken; notifications made; injury / treatment details; root cause; preventive action; signatures.
3. Take photographs. Photograph the scene, the dog, any injuries, any equipment involved. Date-stamp the photos (most phones do this automatically).
4. Get the vet's notes. The vet will write clinical notes for any consultation or treatment. Request a copy of the notes for the claims file.
5. Contact the insurance claims line. The line is open 24 hours. State the policy number, the business name, the date and nature of the incident. Follow the claims team's instructions.
6. Cooperate with the insurer's investigation. The insurer may send a loss adjuster. Cooperate fully. Provide the IRF, the vet's notes, the photographs, and any other evidence requested.
7. Document the outcome. When the claim is settled, record the outcome in the IRF file. The outcome informs the PHP and the risk assessment.
Live page: /handbook/book-resources/claims-documentation-guide
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