Insurance claims against the council

We will only make a payment of compensation when we are found to be legally liable for your loss. The onus is on you as the claimant to prove your claim, which includes providing full details of the incident including accurate dates, locations and details of the incident to enable us to investigate the claim properly.

You also have a duty to take all reasonable steps to minimise the value and extent of any loss. Do not dispose of any damaged property without our agreement, as this may affect your claim.

There are two ways in which you can proceed with your claim which are outlined below:

Claiming through your own insurers (Motor / Contents)

We advise you to contact your own insurers who will most likely cover your loss on a 'new for old basis' (contents only) and then seek to recover the costs from us. If it is proven that we are legally liable for your loss then your insurer should recover both their costs and any excess payment you have made to them. Your premium payments should not be affected if we are found to be legally liable for your loss.

Claiming against the council

If you wish to make a claim for compensation directly against us, you need to send a letter of claim containing the following information:

• Your name & address
• Your date of birth
• Your national insurance number
• Details of the incident such as exact location & date & time etc
• An indication of the injury or damage to property
• An explanation of how or why you feel the council have acted negligently

Please try and include as much information as possible and include any photographs or maps of the location, if necessary. The more information you provide, the easier it will be to investigate & reach a decision on liability.

You can email your letter of claim to insuranceteam@croydon.gov.uk or send it by post to Insurance Team, 9th Floor Zone A, Bernard Weatherill House, 8 Mint Walk, Croydon CR0 1EA.

If your accident happened on the highway, a further questionnaire may be sent to you requesting further detail.

Download the Advice and Procedure leaflet (PDF, 88.55KB) for further important points to note when making a claim.