Real claims. Real Support

Emergency tow ▪ 24/7 claims support ▪ 5-star customer review

What happened?

While cruising off the southern coast of Italy, the customer suddenly lost forward and reverse propulsion following a failure in the connection between the gearbox and propeller shaft. They acted quickly, dropping anchor in a safe position before considering the options for getting the yacht to a suitable marina for inspection and repair.

How did the customer contact us?

The customer called our 24/7 emergency claims line on a Sunday evening.

How did we help?

• Responded to the customer’s call to our 24/7 emergency claims line.
• Checked that the customer and yacht were safe and discussed the circumstances surrounding the breakdown and tow.
• Reviewed the circumstances of the incident and confirmed the position regarding potential policy cover.
• Discussed the proposed repairs once the yacht was safely in the marina. 
• Reimbursed the towing costs promptly once the supporting documentation was received. 

Was there anything particularly noteworthy?

This is a good example of the value of having access to a 24/7 emergency claims service. The customer responded prudently to the loss of propulsion by getting the yacht safely at anchor and contacting us to discuss the options. Although the subsequent mechanical repair fell below the policy excess, the reasonable cost of the emergency tow was covered separately.

The customer subsequently left us a 5-star Google review, highlighting the support they received:

“…After 9 years of being insured by Pantaenius without needing to claim, it was reassuring in this increasingly cynical modern world that a company stands fast, steps up and does what it says on the tin.” 

 

Is there a key lesson for other boat owners?

If you experience a breakdown or emergency at sea, the immediate priority is the safety of you, your crew and your yacht. Take reasonable steps to prevent the situation getting worse and, where circumstances allow, contact your insurer before arranging a tow so the situation and available options can be discussed.

Emergency towing costs need to be reasonable and aimed at getting the yacht to the nearest suitable place of refuge. Where circumstances permit, it is therefore sensible to understand the proposed towing arrangements and likely cost before committing to them.

It is also worth knowing how to contact your insurer in an emergency outside normal office hours, and whether they provide a 24/7 emergency claims service.