As a public-facing business, your priority should be exactly that: the public. But when the inevitable accident does happen, this doesn’t mean you should let your customers take advantage of your situation.

This is where robust Liability insurance, and a broker that’s willing to go to bat for you, becomes vital – something that a UK roller rink recently found out…

Setting the scene – an everyday accident

Outdoor and indoor activity venues, particularly those for adults, have risen in popularity over the years. Our specialists have dealt with a range of claims relating to this trend – from indoor golf through to AR/VR immersive experiences.

“One such case involved a roller rink venue located in the UK,” says Commercial Claims Manager, Gemma Kay. “Despite having robust safety processes in place, including three consent forms, CCTV, and a liability waiver, they still faced a claim from a patron who suffered an injury on-site – subsequently claiming that the venue had been negligent.”

“Accidents like these can be especially emotive and embarrassing, with customers often looking for someone to blame in order to save face. But this was simply an accident, and the client had done everything possible to prevent it and prepare the customer for such a fall.”

The importance of robust processes

Our client set the gold-standard in terms of following processes – something that is not always a given. For example, a trampoline park in Wales was fined in 2023 for ignoring safety warnings and failing to report accidents.

The roller rink, however, was able to prove that the customer had been aware of the risks upon signing the waiver. CCTV also showed that the fall did not happen exactly as described. But simply having the right forms and insurance in place didn’t automatically protect them from being sued – ultimately, that’s up to the customer.

“Fortunately, the claimant was unsuccessful after it was affirmed that the venue had not caused the accident,” says Gemma. “This was still a drawn-out legal process though, with lots of additional costs involved for our client that they would rather have avoided. It’s highly unlikely that a business of this kind can recoup legal costs to defend the situation – and this is where insurance steps in.”

Our 3 key takeaways

Accidents are bound to happen, which is why risk management is key. It could be the difference between paying a reasonable amount for insurance versus potentially ending up with unaffordable costs.

We recommend focusing on these three elements of a robust risk management procedure:

• Risk assessment and mitigation – Conduct a thorough risk assessment, take appropriate measures to mitigate said risks, and implement sturdy management strategies like clear safety procedures.

• Implement robust safety measures – Regularly inspect safety equipment to ensure their proper functioning, and install security systems, fire alarms, surveillance cameras and other precautionary measures to prevent or deter incidents. Be sure to store all CCTV captured for a minimum of three years too (the period within which claimants can file a personal injury claim).

• Employee training and education – All staff should receive comprehensive training and regular refreshers covering safety protocols, emergency procedures, and best practices.

“Ultimately, if sued, the insured should be prepared for a lengthy claims process,” says Gemma. “But by following these methods, and choosing a trusted partner to back your corner, you can minimise the risk of a negative outcome.”

Minimise the risk with RiskBox

Don’t let at-fault customers take advantage of your business. RiskBox is an agile and independent insurance broker that specialises in providing a personal service to all our clients. You can count on us to support you through every step of the claims process.

Speak to our team today on 0161 533 0411 or fill in our contact form

Photo by Lukas Schroeder on Unsplash