Frequently asked questions

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What happens if a patient complains or I have a claim?

For any medico-legal advice or assistance your first point of contact will be Dr. Michael Kyriagis who is the lead medico-legal advisor for Incision. Dr. Kyriagis’ service is available 24 hours a day. All costs for this service are included within your subscription payment.

How do I get assistance from Incision's medico-legal advisory service?

Call our dedicated medico-legal advisory service on 0333 4441515. Or send us an email to claims@incisionindemnity.com.

How do I notify Incision of an incident?

Please either contact our dedicated medico-legal advisory service on 0333 4441515, send us an email to claims@incisionindemnity.com or submit your claim online.

What do I do if I want to make a complaint?

We hope to meet and exceed your expectations, but if you are dissatisfied with any aspect of our service, or if you consider that you might be entitled to compensation from us, we want you to tell us. If you do wish to make a complaint regarding this policy, or us, please follow the procedure outlined below. This procedure is not compulsory and does not affect your statutory rights. However if you do not follow the procedure, it may affect your ability to recover any legal costs you may incur relating to your complaint.

If you have engaged an insurance broker to help you obtain this policy, please contact that insurance broker in the first instance for assistance and advice regarding your complaint.

If you did not engage an insurance broker, or if your insurance broker cannot assist, then please contact our Head of Compliance at the following address:


Orthopaedic and General Surgeons:

  • Orthopaedic and General Surgeons:
    Newline Underwriting Management Limited
    55 Mark Lane
    London
    EC3R 7NE
  • Tel: +44 (0)20 7090 1700 (request the Head of Compliance)
  • Fax: +44 (0)20 7090 170
  • E-mail: complaintsofficer@newlinegroup.com

  • All other specialties:
    The Complaints Department
    CNA Hardy Insurance Company Limited
    20 Fenchurch Street
    Floor 13
    London
    EC3M 3BY

We will acknowledge receipt of your complaint within five (5) working days and, at that stage, we will endeavour to indicate what steps we will take to investigate it and when we anticipate that we will provide our response.

For all specialties:

In the event that you remain dissatisfied and wish to make a complaint, it may be possible in certain circumstances for you to refer the matter to the Policyholder and Market Assistance team at Lloyd’s. Their address is:

  • Complaints at Lloyd’s
    Fidentia House
    Walter Burke Way
    Chatham Maritime
    Chatham
    Kent, ME4 4RN.
  • Tel: +44 (0)20 7327 5693
  • Fax: +44 (0)20 7327 5225
  • E-mail: complaints@lloyds.com

Details of Lloyd’s complaints procedures are set out in a leaflet entitled 'How we can help to resolve your complaint' available at www.lloyds.com/complaints and are also available from the above address.

For all specialties:

If you are not satisfied with our response, you may be entitled to have your complaint decided by the Financial Ombudsman Service. Information about the Financial Ombudsman Service, including the timescales within which you must submit your complaint, can be found at www.financial-ombudsman.org.uk. you can also obtain advice by calling 0800 023 4 567 or by emailing complaint.info@financial-ombudsman.org.uk. The postal address of the Financial Ombudsman Service is Exchange Tower, Harbour Exchange Square, London E14 9SR.

If you are based in an EU member state, you may be eligible to lodge a complaint using the EU's Online Dispute Resolution Platform to resolve the dispute. This service can be found at http://ec.europa.eu/odr.

I undertake work on professional sports people. Is this policy suitable for me?

If you treat professional sports people, a SEMPRIS policy would be more suited to your needs than Incision indemnity cover. It's designed for medical professionals who regularly treat professional sports people. SEMPRIS understand first-hand the unique risks medical professionals face, and the extent to which their current indemnity may or may not be suitable. See www.sempris.co.uk

What happens in the case of death, permanent disablement or permanent retirement?

Your Incision policy contractually provides a 21 year Extended Reporting Period (ERP), sometimes called Run Off, which is triggered on the expiry of your policy in the event of death, permanent disablement and permanent retirement and this is included within your subscription with no minimum membership requirement.

What is a claims made policy?

Your Incision policy is a contract underwritten on a “Claims Made” basis. This means that the policy will provide cover for any claims or circumstances that are reported to, and accepted by, underwriters during the policy period. It is for this reason all of our surgeons are encouraged to notify any adverse incidents as soon as possible, because if a claim or circumstance is reported within the policy period, it is deemed notified by Underwriters and therefore covered (subject to the terms and conditions of the policy).

Am I covered for good samaritans acts?

Yes, you are covered for good Samaritan Acts Worldwide.

Am I covered for work overseas?

Incision is designed specifically for surgeons with a UK practice, therefore you need to inform us if you are planning to work overseas. However, it may be included subject to formal agreement depending on an individual’s circumstances.

What happens if my practice profile increases or decreases during the policy year?

We will not adjust your premium mid-term. At renewal, we will ask you to re-confirm your proprietary information and any increase or decrease in your practice will be taken into account and reflected in your renewal quote. However, you need to tell us if your practice profile changes significantly as this would be a material fact.

Are surgeons with a good loss record rewarded?

Each application is reviewed on a case by case basis. During the underwriting process, all of your practice profile will be taken into account. Your practice profile includes your claims history, practice income, procedures, expenses, medico-legal work and number of sessions performed. A good claims history on its own will have a positive impact on your subscription.

When does my excess apply?

You will be liable to pay the excess at the point solicitors are instructed and defence costs are incurred.

What is an excess?

An excess is the amount you must pay for each and every claim under your policy.

What is a limit of indemnity?

Limit of Indemnity means the total amount of underwriters' liability for any claims arising from your liabilities, losses and defence costs for any single claim or circumstance covered by, and subject to, the terms and conditions of the policy.

What happens if I move to a different provider?

If you were to leave Incision to go to another provider you will need to ensure your next insurer provides you with the correct retroactive date. As long as your new insurer implements the correct retroactive date there should be no gap in cover.

What is a retroactive date?

The retroactive date forms part of the policy and is the date from which any unknown circumstance or claims arising from your work will be covered by your Incision policy.

What is material fact?

A material fact shall be deemed to be one that would be likely to influence an underwriter’s judgement and acceptance of your application form. Failure to disclose, or misrepresentation of, a material fact may invalidate your cover in part or in whole.

What is Fair Presentation?

You are responsible for making, after reasonable search, a Fair Presentation, in a clear and accessible manner, of all important and relevant information, at least sufficient to put a prudent insurer on notice to make enquiries and not to make any misrepresentations as required by the Insurance Act 2015.

A Fair Presentation is required in order for a reasonable insurer to decide whether to provide insurance or not and, if so, the terms and conditions of such insurance. The use of an application or proposal form supplied by insurers or Paragon does not relieve or reduce your responsibility to make a Fair Presentation of important and relevant information in a clear and accurate manner. If you do not make a Fair Presentation, then insurers may be able to:

  • void the policy and provide no coverage with no return of premium.
  • amend the terms of the insurance placement to exclude coverage under the policy.
  • reduce the value of claims to be paid.
  • charge you additional premium.


Your obligation to keep information up to date is on-going and therefore we ask that you advise us as soon as possible of any changes in respect of any of the information you have provided, so that we can pass such changes onto insurers for their acceptance or otherwise.

How does the cover offered by Incision differ to that of the mdos?

As your Incision policy is contractual, the cover afforded is legally binding. The MDOs, however, usually offer discretionary cover. As the name implies, this means the acceptance of any claims made by a member are subject to the discretion of their MDO. The MDOs are not regulated and have no legal obligation to provide assistance to a member.

How secure is my Insurer?

Incision insurers are specialist medical malpractice Lloyd's Syndicates who are all rated A (Excellent) by A.M, indicating they are best for financial security.

Will my subscription increase year on year for no discernible reason?

The main reason for your subscription to change would be a result of changes to your practice profile (for example, you start undertaking more procedures). Factors outside of our control, for instance the recent increase in Insurance Premium Tax, will also have an affect.

How quickly can I get a quote and my documentation?

With our new online portal, provided that you have your information to hand and we have no further questions, you will receive a quote instantly. Your policy wording and certificate will be issued immediately after purchase via email. Hard copies will reach you within 5 working days.

How can I pay for my subscription?

Through our online customer portal, you can pay for your subscription in one lump sum by credit or debit card, BACS, cheque or by ten instalments via Premium Credit Limited.

What happens when you move to Incision?

If you choose to move to us, we will handle everything going forward. The only thing you need to do is notify your previous indemnifier that you're leaving.

What information will I need to obtain a quote?

You will need Your estimated and actual income from your independent practice (excluding medical legal report writing), and also from your medico-legal report wrting.The number of sessions you perform, split between consultations and surgical work.An approximate split of your surgical work between minor, intermediate and major procedures.

Why do I have to complete an application form?

An application form enables underwriters to accurately assess the risk and contains all the information that is needed to provide you with the most competitive price. Any information that you do provide will constitute a material fact.

Is Incision a new Indemnity scheme?

No. Formerly known as ISISIS group, we changed our name to Incision in 2018. We have been insuring surgeons for over 8 years.

I've forgotten my username/password, how do I login?

Your username is your email address.Then if you've forgotten your password go to www.incisionindemnity.com and click on the 'forgot your password' button to reset it.

How do I register for full access to Incision's News & resources?

Go to www.incisionindemnity.com and click on the News & resources page. Then submit your name and email address.

How do I update my contact details?

You can change your personal details by contacting one of the Incision team. Please send an email to info@incisionindemnity.com or visit the Contact Us page on the website.

How do I login to the members area?

Go to www.incisionindemnity.com and click on the Members Area to login.Your username is your email address. You'll then be issued with a temporary password, which we'll ask you to change.If you ever forget your password, click the forgotten password button.

Where can I find my renewal quote?

Your renewal quote will be sent to your email address and will be saved in your Members Area. To retrieve your quote, click on the link in your quote email. You will be asked for your full name, your email address and your quote reference.

What documents are available in the members area?

In the Members Area you will find copies of your application form, your policy schedule, confirmation of insurance, your demands and needs statement and invoice for you to print and save.You will also have access to the information you provided in your application.