As a marina owner or operator, you know that even with the most rigorous safety measures in place, incidents can still happen. Whether it’s storm damage, a collision at the dock, or environmental pollution, handling incidents effectively is only half the battle. The other half is ensuring a smooth claims process to get your business back on track quickly and with minimal disruption.
Marina operators face unique risks. That’s why we’ve put together a guide, filled with proven best practices, to help you manage claims efficiently and report incidents correctly. With these steps in place, you’ll feel confident knowing you’re prepared to tackle the unexpected during your marina’s busiest season—whatever it may be.
1. Document Every Incident Thoroughly and Immediately
One of the most important things you can do to manage claims effectively is to make thorough documentation a habit. Prompt, detailed records are priceless when it comes to filing an insurance claim and can significantly speed up the process. Here’s what to do if you need to report an incident:
- Take Detailed Notes: Record the date, time, and exact location of the incident. Include all relevant details, such as weather conditions, the sequence of events, and the parties involved.
- Capture Visual Evidence: Use your phone or camera to take photos or videos of the damage. For example, if a boat collided with a dock, capture close-ups of the damage, the boat’s condition, and wide-angle shots of the area. These visuals can clarify the extent of the loss for your insurer.
- Collect Witness Statements: If there are witnesses, document their contact information and ask for their account of what happened. Even a quick voice recording on your phone can help preserve details that might be forgotten later.
Team GC Tip: Keep an incident report template for your team to streamline documentation. A standardized form ensures no critical information is missed, even in high-pressure situations.
2. Train Your Team to Act Quickly and Consistently
Your staff is your first line of defence when it comes to incident management and reporting. Empower them with the training and tools they need to respond effectively.
- Establish a Clear Reporting Procedure: Ensure all employees know what to do after an incident occurs. Who should they notify? Where are the forms and cameras kept? Having a step-by-step plan minimizes confusion during stressful moments, and standardizes information collection.
- Practice Incident Drills: Regularly practice scenarios your marina might encounter, such as an oil spill or a mooring accident. Simulation exercises build confidence and muscle memory, helping your team stay calm under pressure. A daily roleplay scenario as part of a team meeting is a great way to keep your team up-to-date and engaged.
- Encourage Early Reporting: Create a culture where every concern—no matter how small—is reported immediately. Sometimes, minor issues can escalate into bigger problems if left unaddressed.
When your team knows exactly how to handle incidents, you can ensure faster communication with insurers, helping to reduce delays in the claims process.
3. Notify Your Insurance Broker As Soon As Possible
Time is of the essence when it comes to insurance claims. The sooner your broker is aware of the incident, the sooner the claims process can begin.
- Report Losses As Soon As Possible): Many policies include specific timeframes for reporting an incident. Missing these deadlines can complicate your claim or even result in denial. Reconnect with your broker to identify the timeframes for incident reporting, and include this information in your reporting templates and procedure outline.
- Provide All Relevant Documentation: When reporting the incident, submit all your notes, photos, and witness statements to your insurance broker. This gives them the complete picture they need to start processing your claim right away.
- Leverage Your Broker’s Expertise: Don’t hesitate to ask your broker for help navigating the claims process. For example, if you’re unsure how to assess storm damage to your docks, your broker can connect you with trusted evaluators.
The GC Difference: When you work with an experienced insurance broker, you’re never alone—your broker is your partner, advocating for your best interests every step of the way.
4. Keep Open Communication Throughout the Claims Process
The claims process can be complex, but clear communication can help keep things on track.
- Stay in Contact with Your Adjuster: Once the claim has been filed, make sure you maintain regular communication with the insurance adjuster. If they request additional information, respond as quickly as possible. As an insurance broker, we are here to act in your best interest. If communication lags, we act on your behalf to keep things on track.
- Provide Updates on Repairs or Mitigation Efforts: For example, if your marina has taken steps to mitigate oil spill damage, share updates with your insurer. This demonstrates your commitment to minimizing the impact of the incident.
- Ask Questions: If there’s anything about the claims process that’s unclear, don’t hesitate to reach out to your broker. They’re there to guide you, so you always know what to expect.
5. Have an Emergency Preparedness Plan in Place
The best claims management strategy starts long before an incident even occurs. By having an emergency preparedness plan, you can minimize damage, protect people, and streamline future claims if needed.
- Review Your Insurance Policy: Know exactly what your policy covers and what exclusions apply. For instance, if your marina is located in a hurricane-prone area, ensure you have adequate coverage for wind and water damage.
- Invest in Preventative Measures: Simple steps, such as installing security cameras or using breakaway docks during storms, can reduce the frequency and severity of incidents.
- Build Relationships with Local Experts: Establish connections with local contractors, surveyors, and environmental cleanup services. They can help you respond to incidents quickly, minimizing your marina’s downtime.
The Bottom Line: Preparation is Key
At the end of the day, the best claims management approach is built on preparation, communication, and partnership. By thoroughly documenting incidents, training your team, and working closely with your insurance broker, you can navigate the claims process with confidence.
At Gifford Carr, we’re not just here to provide insurance—we’re here to give you peace of mind by protecting what matters to you. Whether it’s helping you prepare proactively or supporting you through a claim, you can count on us to be on your team every step of the way.
If you’d like to review your current marina insurance policy or talk about custom coverage options, reconnect with us today.
