BTLA BROKER / CLAIMS ASSISTANCE
I have a claim.
Where to start?
Choose the type of event. Check the first steps and prepare the information needed to contact the insurer or our team.
ALREADY HAVE A DECISION?
Claim refused or underpaid?
Describe your concerns. We will establish the possible scope of brokerage assistance and, if needed, agree legal assistance separately.
Explore possible next steps →Safety first.
If life or health is at risk, contact the appropriate local emergency services. In Poland and the European Union, the emergency number is 112. Do not wait for a reply to a form or from a broker when urgent help is needed.
01 / VEHICLE AND FLEET
Collision, damage to or theft of a vehicle.
Secure the scene where it is safe to do so. Help anyone injured and call the emergency services when needed. Collect photographs and information about the event only after addressing safety.
What should you prepare?
- The date, location, a brief description of the event and vehicle details.
- Photographs of the damage and scene, if you can take them safely.
- A statement from those involved or information about police attendance, if you have it.
- Policy number; for a claim under someone else's liability insurance — details of the responsible party and their insurer, if known.
Report the loss to the relevant insurer. If you need recovery or other assistance, check the assistance number and service rules in your policy. Do not assume every service you arrange independently will be reimbursed.
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02 / BUSINESS PROPERTY
Damaged property, a breakdown or an interruption.
Limit further losses safely. Document the condition before taking temporary protective measures, if circumstances allow. Keep evidence of the costs of these measures and agree further inspections and documentation with the insurer.
What should you prepare?
- Policy number, loss location, date and description of the event.
- Photographs and a preliminary inventory of damaged property.
- Documents confirming values, costs of safeguarding the property and repairs.
- Information on the impact on operations and downtime, where relevant.
Report the event within the time and in the manner specified in the contract. Keep damaged items until further action is agreed, provided this does not endanger safety or obstruct necessary protective measures.
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03 / LIABILITY
Someone has made a claim against your business.
Keep the demand received and all correspondence. Notify the insurer of the claim under the policy rules. Pay attention to receipt dates and deadlines in the letters — contacting a broker does not suspend them.
What should you prepare?
- The policy number and the claim you have received.
- A chronology of events and relevant contracts or orders.
- Correspondence about the matter and the available evidence.
- Information about any response deadline or court documents received.
Liability and the scope of cover require an assessment of the individual case. Do not send third-party documentation through the general contact form — first agree the appropriate channel with your account handler.
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04 / TRAVEL
Travel assistance or reimbursement of costs incurred.
If you need medical help or assistance arrangements, use the contact details in your policy. The number and procedure may depend on the product and option selected. Submitting routine expenses after a trip is different from seeking urgent help.
What should you prepare?
- Policy number, country of stay and contact details available during the trip.
- The date and a brief description of the event.
- Documents required for the particular claim, such as receipts, delay confirmations or a carrier's report.
- If medical documents are needed, send them to the relevant insurer through its secure channel.
Colonnade — choose a product and report a claim ↗
This takes you to the insurer’s website. Check whether your policy was issued by Colonnade and choose the appropriate option. For another insurer, use the contact details in your policy.
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CONTACT A BROKER
Need support from BTLA?
Prepare the policy number and a brief description of the situation. We will agree further handling and how documents should be provided.
Call: 32 307 70 37[email protected]
Contacting BTLA through this website does not automatically notify a claim to the insurer or provide a claim number. Keep the insurer’s acknowledgement of your notification. Do not wait for our team’s response before notifying the insurer.
SUPPORTING MATERIALS
General guidance does not replace the procedure in a particular policy. Sources: Financial Ombudsman — handling a property claim; Colonnade — reporting claims. External contact details checked on 26.09.2026.