If you decide to make a claim, to enable us to carry out an investigation into the incident, you'll need to complete a highway incident report form and provide us with supporting evidence.
Once we receive the completed form and all the required information as detailed in the relevant sections, we will:
- Check that the claim relates to something we are responsible for (for example that the incident happened on a road which is maintained by us) – if it is not, we will return the form to you so you can choose whether or not to pursue the claim with someone else
- Check that all relevant information and evidence has been provided by you to enable us to investigate your claim – if it has not, we will return the form to you.
- If all the required information has been provided, we will acknowledge receipt of your claim
- We'll then carry out an investigation into the incident and produce sufficient evidence to refute the claim, or alternatively, accept the claim
We are unable to comment on whether or not your claim is likely to be settled until our investigations are complete.
Our claims handlers will contact you within 90 days to inform you if your claim has been accepted or not but during and following periods of severe weather it might take us longer to respond to your claim.
If your claim is successful, we may therefore email you to ask you to provide your bank details so we can arrange for a bank transfer.
This email will be sent from an @suffolk.gov.uk address but if you want to check that the email does come from us, please contact our Customer Service Team on 0345 606 6067. We apologise for any inconvenience this may cause.