Who to call, who handles the claim, and how your broker should help from the first report through resolution.
The short answer
After an aircraft accident or loss, protect people first, prevent additional damage when it is safe to do so, and report the event promptly. Your insurance company assigns a claims professional or adjuster to investigate and manage the claim. Your broker should help you report it, connect you with the right people, explain the process, and stay involved when questions or delays arise.
A claim is not the time to begin learning who does what. You should know how to report a loss and how your broker will support you before anything happens.
First: protect people and property
The immediate priority is safety. Contact emergency services when needed and follow the direction of public authorities. Take reasonable steps to protect the aircraft and other property from further damage, but do not put anyone at risk.
Aircraft events may also require notice to the NTSB, FAA, airport, law enforcement, or another authority depending on what occurred. Those duties are separate from reporting the insurance claim. If you are unsure, contact qualified aviation counsel or the appropriate authority promptly.
Report the loss promptly
Contact your broker as soon as practical. Many policies require prompt notice and specific information about the time, place, people involved, witnesses, injuries, and damaged property.
Do not wait until you have every detail. Give the known facts and update the claim as more information becomes available. Save photographs, logbooks, maintenance records, receipts, correspondence, and any documents connected to the event.
Do not admit legal responsibility, promise payment, sign a release, dispose of damaged property, or authorize major repairs without guidance from the insurer. The exact duties come from your policy and your broker can help you navigate your situation.
Who handles the claim?
The insurance company is responsible for the claim under the policy it issued. It will usually assign an adjuster or claims professional who gathers facts, reviews coverage, inspects damage, requests records, works with repair facilities or attorneys, and evaluates the loss.
For a physical damage claim, the process may involve an aircraft surveyor, repair shop, engine specialist, salvage company, or other technical expert. For a liability claim, defense counsel and additional investigators may become involved.
The adjuster is not your broker. The adjuster acts for the insurer in handling the claim. The broker remains an important part of the communication, but does not control the insurer’s coverage or settlement decision.
What is the broker’s role?
Your broker should help you get the claim to the correct insurer and claims team. The broker can provide policy information, confirm contact details, help organize documents, explain what normally happens next, and keep communication moving.
The broker should also advocate for a fair and timely process. That can mean following up when communication stalls, helping correct a misunderstanding about the aircraft or operation, or bringing the right claims and underwriting leaders into a discussion.
Advocacy does not mean the broker can rewrite the policy after a loss. The broker cannot promise coverage, direct the adjuster to pay a certain amount, or authorize repairs on behalf of the insurer. A good broker is involved, candid, and useful without overstating that authority.
How is aircraft damage handled?
The insurer will normally evaluate whether the damage is covered and whether the aircraft can be repaired. Repair estimates, parts availability, labor, transportation, prior condition, insured value, deductibles, and the policy’s total loss provisions may all matter.
Do not assume that a damaged aircraft is a total loss because the repair estimate is high, or that every repair cost will be accepted automatically. The policy controls how partial and total losses are measured.
Owners should also understand that wear, deterioration, and mechanical breakdown are commonly treated differently from resulting accident damage. The cause of the loss and the exact wording matter.
How are liability claims handled?
A liability claim asks whether an insured is legally responsible for covered injury or property damage. The insurer may investigate, retain counsel, defend a lawsuit, negotiate a settlement, or contest the claim based on the facts and policy.
Keep every letter, demand, lawsuit, or legal notice and forward it immediately. Do not respond on your own without speaking with the claims professional or assigned attorney. Liability claims can develop long after the aircraft damage is visible.
Questions to ask before a claim happens
● How do I report a claim after business hours?
● Who is authorized to protect or move the aircraft?
● What documents should I preserve?
● Who will keep me updated during the claim?
● What can my broker do if a question or disagreement arises?
The point
Claims are where the policy and the service behind it become real. The insurer handles the claim and makes the coverage decisions. Your broker should help you understand the process, communicate effectively, and make sure your concerns reach the people who can address them.
“IIf you have an active claim, follow the reporting instructions in your policy and contact your broker promptly. If you are reviewing coverage before a loss, Ryan Aviation Insurance can help you understand how the insurer and claims process are structured.“
This article provides general educational information and is not a coverage determination or legal advice. Coverage varies by insurer, policy form, endorsements, aircraft, pilots, and operation. The issued policy and applicable endorsements control.
