Claims
You can have the best risk management in place and
incidents still happen so that's why you have insurance.
Claims Submissions Assistance
Our trained staff understand your business operations and are well positioned, to discuss what is required to submit a claim. We help you get it right the first time.
Claims Preparing Made Easy
We can supply clients with risk management documents (waivers / incident reporting) and training so you know how to use them so it reduces the chance of an incident. You will be clear on the steps to you meet your insurance obligations.
Reducing Claims Consultancy
Preventing a claim is much better than having to submit one. Ask us for a review of your risk management policies and procedures so you have peace of mind.
What Your Policy Covers
Your coverage will be made up of the policy wording provided and a schedule of limits. Some policies will also have endorsements included. Make sure you read your insurance documents and ask us to explain any point you are unsure of.
BOOK CLAIMS CONSULTATIONS
We can assist you in preparing a claim submission in Business Packs, Public Liability, Personal Injury and other covers.
FAQs
Common questions from wellness centre owners about insurance, risk, and claims.
Does standard insurance cover all wellness services?
Not always. Some therapies such as ice baths, hyperbaric oxygen therapy, or advanced recovery treatments may fall outside standard policy coverage. Each service must be clearly defined to ensure it is properly insured. Having the right policy in place helps avoid gaps in protection.
How can wellness centres reduce insurance costs?
- Maintain a strong claims history
- Implement clear risk management procedures
- Ensure staff are properly trained and qualified
- Conduct regular safety reviews of equipment and facilities
- Work with a broker who understands wellness-specific risks
- Maintain a strong claims history
What if I share my space with other practitioners or services?
If you sublease space or allow external practitioners to operate within your facility, they should have their own insurance and appropriate qualifications. Shared environments can create overlapping risks, so it’s important to clearly define responsibilities and coverage.
Will making a claim increase my premium?
Claims history can impact premiums, as insurers assess overall risk based on past incidents. However, switching providers does not remove this history, as it must still be disclosed. A structured approach to risk management can help stabilise premiums over time.
Why do insurance costs vary between providers?
Insurance pricing can differ based on:
- Access to different insurers
- Industry specialisation
- Your claims history
- The types of services you offer
- Risk exposure within your business
Working with a specialist broker can help you access more suitable options.
- Access to different insurers
What is a liability claim in a wellness business?
A liability claim typically arises when a client alleges injury, loss, or harm resulting from your services or facility. This may relate to treatments, equipment use, or general premises safety. These claims often require investigation and may take time to resolve.
What should I do if a client makes a claim or complaint?
Gather all relevant information immediately
- Check incident reports and records
- Secure any available evidence (e.g. CCTV, staff notes)
- Avoid admitting fault or liability
- Notify your insurance provider as soon as possible
Having clear documentation can significantly improve claim outcomes.
- Check incident reports and records
Still have a question?
Understanding Wellness Services & Insurance Coverage
Not all insurers interpret wellness services the same way. Some may assume coverage applies broadly, while certain treatments such as ice baths, hyperbaric oxygen therapy, or recovery-based sessions may fall outside standard policy definitions.
Activities involving direct client interaction, shared environments, or guided use of equipment can carry higher risk and must be clearly disclosed to ensure proper coverage.
There is no need to limit the services you offer to fit a policy. The right approach is to ensure your insurance is aligned with your actual operations.
Qualified Staff
Properly trained and qualified staff are essential for safe and compliant service delivery.
Incidents Can Happen
Even in controlled environments, unexpected incidents may occur being prepared helps minimise disruption.
Client Support
Coverage can assist with medical-related costs where applicable, helping support your clients when incidents arise.
Asset Protection
Your equipment and facilities are critical to your business protecting them helps secure long-term operations.
Understanding the Claims Process
Each type of insurance policy follows a different claims process depending on the nature of the incident.
Notifying your broker or insurer as soon as an incident occurs is standard practice and helps ensure the claim is handled efficiently.
The information provided is intended as general guidance on what insurers typically expect from wellness businesses when managing a claim.
Common Claim Scenarios in Wellness Centres
Business Pack Insurance
Claim Process – Property or Facility Damage
In the event of damage to your premises or equipment (e.g. water damage, electrical faults, or environmental events), document what occurred and assess the impact.
Collect repair quotes, retain purchase records, and take clear photos of the damage. Do not dispose of affected items until assessed by the insurer.
If your operations are disrupted, financial records may be required to support any business interruption claim.
Public Liability Insurance
Claim Process – Client Injury
This may involve incidents such as slips, falls, or injuries during the use of wellness equipment or guided sessions.
The client must demonstrate that negligence occurred. These claims can take time to resolve.
Accurate incident reports, staff documentation, and any available video or witness evidence are essential.
Personal Injury Insurance
Claim Process – Client Injury (No Fault Required)
In some cases, a claim may proceed without the need to prove negligence, depending on the policy.
Benefits are typically limited and outlined in the policy schedule.
As with all incidents, proper documentation is critical. Avoid making commitments or sharing policy details with clients until the claim is formally assessed.