Incident Report – Insurer Perspective Effective Date
01 June 2006
Assistant Managers &Above
Forms to use
Assistant Manager Log Refer to
It is the policy ofthe hotel to ensure Incident / Accident Report is handled and writtenprofessionally and timely.
While it isimpossible to list all the potential situations, the following procedures serveas a general rule of thumb when such incidents arise.
All incidents that potentially involved compensation or damages to the hotel property must be treated with extreme care and tactfulness.
Failure or delayed in doing so will result in refusal by our Insurer to compensate the hotel
The hotel has paid large insurance premiums to cover unexpected incidences like water damage due to a burst of a water pipe, guest injuries within the hotel etc, and while our first priority is to take care of the guests and to resume the normal operation of the hotel equipment, the incident report should also be followed immediately, within 12 hours.
In an event that potentially involved compensation from the hotel, the Front Office Manager, Director of Rooms and the Director of Finance must be informed right away.
Finance will inform the Insurance Company immediately and let them examine the situation, usually accompanied with on-site inspection and photo taking if the damages are significant.
No damaged properties are to be repaired to the original state before informing the Insurer.
The Insurer has every right to deny compensation even if the incident falls under the insurance coverage.
For example, during a minor car accident with damages sustained, report to the agent before going to the mechanics to have the car repaired.
The Assistant Manager log is documents belonging to the hotel and as such is not to be signed or given to the guests.
Do not admit liability. Use words such as “alleged”.
Preface guests’ statements with “guest says”, “witness claims”.
Do not offer any opinions in the report writing
Report the facts, not ‘create’ the facts.
For instance :
Ms X fell from the stairs.
The report should state “Ms X said she felldown from the stairs.”
Mr Y says his watch worth RMB20,000 was stolen from his room but you did not see it.
The report should say “Mr Y said his watchwhich worth RMB 20,000 was missing from the room.”
The hotel in general does not pay for the losses. The Insurance Company does. This is provided that we adhered to the rules above.
It is the responsibility of the adjuster or the underwriter to determine if any compensation is to be given to the guest and the Hotel should never promise any compensation.
However, the hotel may occasionally do so for the sake of goodwill especially if the loss amount is trivial.
The hotel cannot expect the insurance to pay for something that is already committed by us prior to their investigation.
In China, only a case that is proven (i.e. judged) in the court of law to be the fault of the hotel will the hotel be held liable to compensate.
Since it is the Insurance Company’s responsibility to investigate the theft case, should the guest dispute about the result of the investigations conducted by the local PSB, the chances for the guest to sue us and the insurance company for mishandling the case is slim.