The first 30 minutes — before any work
Photograph the damage from multiple angles. Wide shot of the doorway and surroundings. Close-ups of the damaged hardware. Inside view if access permits. Time-stamp the photos (most phones do this automatically; verify your phone's settings).
Note the time, the discovery, and any witnesses. If the police are coming for a break-in, get the crime reference number — insurers will ask for it. Do not disturb the scene until police have attended where they have indicated they will.
Call the insurer's 24-hour claims line and report the incident. They will assign a claim reference. Many insurers also notify a loss adjuster at this point for larger claims.
Emergency board-up vs permanent repair
Emergency board-up is the immediate work that secures the premises after the door damage. Typical cost £250–£500 for a single commercial unit. Most insurers cover this as a "make safe" line on the claim, usually paid quickly. Get a receipt and an itemised invoice.
Permanent repair is the separate scope: new glazing, new hardware, frame repair, full door replacement where needed. This goes through the main claim. The loss adjuster may want to inspect before authorising the spend.
Important: do not let the emergency board-up engineer also quote the permanent repair unless they are properly suited to the work. Many emergency-response contractors are general security firms; commercial door repair often needs different expertise (especially for aluminium-framed, APG glass or fire doors).
What insurers actually want from the quote
An itemised written quote separating parts and labour. Each major item described — not "door repair £1,800". Certification status of parts (CE / UKCA marks, fire ratings where the door is a fire door). VAT shown separately. Defect period or warranty on the labour.
For fire doors and panic hardware, the quote must specify that replacement components match the original certification spec. An insurer that pays for non-certified parts is paying for a compliance breach they will be liable for; loss adjusters know this.
Photographs of the existing damage with the quote (the engineer should provide these as standard). This documents what was claimed and protects against later disputes.
Where claims commonly stall
Pre-existing wear questioned. Loss adjuster argues the door was at end of life anyway and the insurer should only pay a residual value. Counter: well-documented condition before the incident, ideally from an existing maintenance record or pre-acquisition survey.
Quote considered "non-standard". Adjuster pushes back on bespoke patch fittings or specialist APG glass parts. Counter: engineer's written justification showing the original spec and the equivalent replacement.
Multiple quotes demanded. Some insurers require 2–3 quotes for repairs over a threshold. Reasonable in principle; can stall in practice. Where one specialist is genuinely the only engineer who can do the work, get the engineer's justification in writing and submit it.
VAT confusion. Insurers usually pay net of VAT to VAT-registered businesses (who reclaim it). Get this clear early to avoid a payment shortfall.
Vehicle impact specifically
Vehicle impact damage on a commercial door is one of the more common loss types. The damage is usually obvious: bent frame, cracked glazing, displaced hardware. The vehicle's insurer often becomes the paying party rather than the premises insurer — called a "third-party recovery". This complicates the claim but doesn't change the immediate response.
Key advice: get the vehicle's registration and insurance details before the driver leaves the scene. CCTV if you have it. Police if there's personal injury or refusal to exchange details. Then proceed with emergency board-up as normal; the recovery from the vehicle's insurer happens later.
Documentation to keep for the claim
Original photos of the damage. Police crime reference (where applicable). Emergency board-up invoice. Permanent repair written quote and any revisions. Engineer's certification statements for fire / safety / security spec parts. Final invoice with all itemised costs. Photos after repair completion.
Keep all of this on file for at least 6 years — the insurer's right to review the claim doesn't end at the cheque, and HMRC has its own retention requirements for invoices.