How to respond to claims of injuries and property damage at a concert or festival – webinar

Responding to claims of injuries and property damage at a concert or festival is crucial to ensuring the safety of attendees and protecting the event’s reputation. When faced with such claims, it’s important to follow a clear protocol and communicate effectively with all parties involved.

Dionis Aymar, Founder of Araytor, along with Alfonso Ochoa, a specialist lawyer at Albors Galiano Portales and a collaborator with Araytor for over 15 years, provide us with the keys to creating a protocol for potential claims and address some common concerns such as deadlines and how and when to notify the insurance company. By following these steps, any claims that may arise can be efficiently managed, ensuring a safe and positive experience for all involved.

Concerts and festivals are exciting events that bring together large crowds to enjoy live music and a festive atmosphere. However, occasionally, claims of injuries and property damage may arise, which must be addressed quickly and efficiently to maintain the safety of attendees and protect the event’s reputation.

1. When faced with such claims, it is essential to establish a claims management procedure. Firstly, we will determine who within the organization will be responsible for handling a claim. This person will be the one to receive the claim and will need to gather all relevant information about the incident: event ticket, personal details of the claimant, reasons, date and location, including witness testimonies, medical records, and photographic or video evidence. With this information, and without providing any response, we will proceed with internal processing with individuals who may have knowledge or may assist in resolving the claim. This information will be crucial for assessing the validity of the claim and determining the best course of action.
2. Determining the severity of the claim, we will gather data from individuals present during the accident. We will retrieve security camera recordings and also collect transcripts from individuals who can provide more information.
3. Depending on the severity, we will proceed to communicate with the insurance company. In this case, Araytor will act as an intermediary with the insurance company.
4. We will communicate the claim to the insurance company. What is the deadline for doing so? Legally, the deadline is seven days from the moment we become aware. Another issue is that we may be aware but do not have the claim in writing. Preventively, we recommend starting the claim process as soon as possible.
5. In addition to addressing injury claims, it is also important to address any claims related to property damage, such as loss or damage to personal belongings. In these cases, it is essential to thoroughly investigate the incident.