Incident Management

If an incident occurs at your practice, it is important that you know what to do. By acting correctly you can reduce the impact of the incident from a personal and business perspective. Here are some guidelines… 

If a claim or a complaint is made against your practice, follow these simple guidelines. 

Communicate.

Ensure that you or another principal of the practice handles the communication. 

Empathise and research.

Show empathy with the complainant, remaining calm and sympathetic. Gather all the facts. 

Avoid admissions and offers.

You can express regret for what has occurred but do not admit liability or offer compensation. (note an apology is not an admission of liability) 

Telephone Guild Insurance.

Guild Insurance will handle the incident from the time you contact us. Our experienced legal team will immediately investigate the incident and take all necessary steps when a claim is made. 

Pass on written claims.

Written claims and inquiries from investigating authorities should be referred directly to Guild Insurance. Do not put anything in writing without seeking our advice.