Your guide to making a claim

Posted on: 27 March 2020

No matter how careful you are with your instrument and equipment, accidents are unavoidable

COVID-19 Update: We're aware that retailers/repairers may be closed at the moment. You can still inform us of your claim and wait for your repairer to reopen to arrange the repair. If you are affected by the current COVID-19 situation, please be advised that we'll relax the 60 day notification requirement at this time.

When taking out your musical insurance policy you never know if you’ll have to make a claim. We know for musicians this is a nightmare scenario. Aside from the emotional wrench, the cost of replacing gear could derail your tour and impact your band just when you’re about to explode.

It’s important to make sure you’re covered so you’re not caught out and stuck with an expensive bill. No matter how careful you are with your instrument and equipment, accidents are unavoidable – and nobody can help being the target of theft. Insurance is an essential safety net - so don’t leave anything to chance.

Check out our handy claims guide to help you if the worst ever happens. Making a claim is quick and easy, so you can get back to playing as soon as possible.

1.       Tell us straight away

If you do need to make a claim it’s best to tell us about your claim as soon as you can, but no later than 60 days after the damage or loss happens. You can simply give us a call on 0344 391 4051 or fill in our claims form and our fantastic team will get your claim started.

Making a claim is quick and easy

2.       Providing information

  • Once your claim has started we’ll need to take down the details of what’s happened. It might be helpful to create an info sheet with pictures, instrument details, contact details etc.
  • We’ll ask for proof of purchase/ownership  or evidence of value of your instrument/equipment
  • If your instrument/equipment is stolen then we would ask for a Crime Reference Number so make sure to report it to the police as soon as possible.

Here are a few tips to help find your instrument/equipment:

- Report the theft to the organisation or company that you may have been around at the time (For example if you’re instrument is stolen from a rehearsal room where your band or orchestra regularly practice, then mention it to all the other members as well as the place you’re using. We’ve had cases where someone has taken an instrument or accessory by mistake or it’s been moved without knowing – someone may be able to help you locate it.)

- Hand out information to local music and pawn shops (in case someone tries to sell it on) and even attach it to posts at the local train station and bus stops.

- Use the power of the web - put a post up and tell your story across all your social networks to get the widest coverage possible. Also keep an eye on websites where your instrument might be put up to be resold (eBay and Gumtree are a good start).

We’re happy for you to tell us if you have a preferred repairer or retailer

3.       Think about who you might want to repair it

If you’re making a claim because your instrument or equipment has been damaged, we will pay for the cost of repairs and for any depreciation in value that may come from the damage (but not exceeding your total sum insured for that item on your policy).

It’s worthwhile having a think about who you might want to take your instrument to. We’re happy for you to tell us if you have a preferred repairer or retailer that you would like to fix your instrument or equipment.  We’ll also cover the postage or similar transport of your instrument to and from the repairer for up to £500 for any one claim. If you’re using professional removals firms for pianos, harpsichords and organs we’ll cover this up to £2,000 per claim.


4.       Think about your replacement

If (upsettingly) your instrument or equipment can’t be repaired we will let you choose your replacement instrument – it can be brand new, second-hand, whichever you prefer (though not exceeding the sum insured for the insured item). We know that for many musicians your instrument and equipment is your livelihood, so getting a replacement is critical.

With our new for old cover, we insure your instrument for its replacement value, even if this is more than what the instrument cost to buy originally. So if you need to make a claim, we’ll pay out the amount for which your instrument was insured, so you can source another instrument of the same quality in the current market, particularly if your instrument was a vintage or rare make.

4.       Hire of another instrument

We understand that if the worst happens and you need to make a claim you’ll want to get back to playing as soon as possible. In some cases you might have a gig that you’re getting paid for or maybe even an exam, so we know that going without an instrument or your equipment at that time is not possible. That’s why, while your instrument is being repaired or in the process of being located, we’ll cover the costs to hire a loan instrument, so that you can carry on playing no matter what.

5.       Bought your policy via a broker or orchestra?

If you purchased your policy through a broker or with an orchestra, you'll need to contact your broker to start your claim.


Our specialist claims team work with various organisations to help track down lost and stolen instruments and reunite musicians with their instruments.

Contact our claims team here.


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