PI claims · Investigation
PI claim investigation — what to expect after notification
Reviewed by Matthew Bartlett, Director, Apex Insurance Brokers Limited · Published 15 July 2026
After you notify a PI claim to insurers, the investigation stage that follows determines defence strategy, reserve setting, and the ultimate outcome. Here's what to expect.
The immediate 48-72 hours
- Insurers acknowledge notification and open a claim file.
- A claims handler is appointed (or the broker's claim advocate steps in).
- The panel solicitor is instructed for defence strategy.
- Initial reserve is set based on the notification.
The investigation stage
- Fact-gathering: file review, correspondence, contemporaneous notes.
- Interviews with fee earners involved.
- Expert engagement where liability is contested.
- Preliminary defence assessment.
- Reserve refinement as facts crystallise.
What professionals should do
- Provide complete file access to the panel solicitor.
- Cooperate with expert instruction.
- Do not communicate directly with the claimant.
- Do not admit liability, express regret, or apologise.
- Do not settle any part of the claim without insurer consent.
- Preserve all relevant documents and electronic records.
The role of the broker
A specialist broker's claim advocate coordinates between the insured, the panel solicitor, and the insurer.
Where the notification is complex or high-value, broker involvement makes a material difference to reserve, defence, and settlement.
Frequently asked
How long does the investigation take?
Small claims: 4-8 weeks. Larger claims: 6-18 months of investigation before defence strategy is settled.
Who chooses the defence solicitor?
The insurer usually appoints from an approved panel. In some policies the insured can select from an agreed list.
What if my file has errors?
Provide the file honestly and completely. Errors visible to the panel solicitor early lead to better outcomes than errors discovered late in litigation.
Can I keep working for the claimant?
Rarely advised. Even if you continue the professional relationship, any communications should be through the panel solicitor.
What about my own contemporaneous notes?
Preserve them completely. Insurers value contemporaneous notes highly — they're often decisive in defending a claim.
What if I disagree with my insurer's approach?
Raise it early through the broker. Genuinely different views are usually resolvable; late disputes rarely end well.
Related
Apex Insurance Brokers Limited is authorised and regulated by the Financial Conduct Authority. Firm reference number 724952. Registered in England and Wales, company number 07014570.