Published: October 2026 | Version: 1.0 | Last updated: October 2026
Applies to: Genesis Reciprocal Insurance Exchange members
Purpose: This bulletin provides reminders, best practices, and guidance for reporting and responding to a potential claim.
When a potential claim arises, such as an injury, property damage, or other alleged loss involving municipal operations, facilities, or staff, careful handling of the initial report and related communications is essential. The goal is to document the matter properly, notify RMA Insurance promptly, and avoid language or actions that could create the perception that the municipality is accepting liability.
Key Best Practices
Report promptly, neutrally, and factually
- Notify RMA Insurance as soon as you become aware of a potential claim or incident that could lead to one
- Stick to observed facts, including the date, time, location, parties involved, and a brief description of what was reported
- Avoid speculation, opinions on cause, or statements about fault
Use careful language in all communications
- Do not say or write anything that admits liability, accepts responsibility, or implies the municipality is at fault
- Avoid phrases such as “we are sorry this happened and accept responsibility,” “this was our error,” or “we will cover the damages” can create problems even if liability has not been determined
- Express concern for the individual’s well-being where appropriate, but keep it separate from any discussion of responsibility
Preserve evidence and document thoroughly
- Secure photos, maintenance records, inspection logs, witness information, and any relevant video or reports
- Document what was said and by whom
- Provide this information to the claims handler rather than sharing it directly with the claimant, unless directed to do so
Direct claimants appropriately
- Advise individuals to put their claim in writing and submit it through the proper channel
- Advise non-insured parties to report claims directly to their own insurance provider
- RMA Insurance policyholders should submit claims by emailing claims@rmainsurance.com
- Avoid negotiating, settling, or making commitments at the time of the incident
- Do not offer payments, repairs, or other remedies without prior approval from the appropriate authority and RMA Insurance
- To report an incident outside of RMA Insurance’s regular office hours, call Coast Claims at 1.825.480.5314
- Coast Claims is an independent adjusting company that can assist you with your claim until RMA Insurance reopens the next business day
Involve the right people early
- Route claims and potential claims through your designated risk advisor or insurance contact
- Legal counsel or the claims adjuster will guide any response that goes beyond basic acknowledgment and gathering information
Claim reporting quick checklist
- RMA Insurance has been notified promptly
- The date, time, location, parties involved, and reported details have been documented
- Communications remain neutral and factual
- No statements accepting responsibility or liability have been made
- Relevant photographs, records, logs, witness information, videos, and reports have been secured
- The claimant has been directed to the appropriate reporting channel
- No payments, repairs, settlements, or other remedies have been offered without approval
- The appropriate Risk Advisor, insurance contact, legal counsel, or claims adjuster has been involved
Summary
Following these steps helps protect the municipality, supports a proper investigation, and reduces the risk of statements or actions being interpreted as an admission of liability. When in doubt, pause, document the matter, and consult RMA Insurance or your Risk Advisor before responding further.
Questions?
If you have questions about transportation-related risks, safety practices, or loss prevention initiatives, contact your Risk Advisor or the Risk Team at risk@rmainsurance.com.
This bulletin is provided by RMA Insurance for general information only. It is based on our understanding of current law and practice as of the date of publication and does not constitute legal, regulatory, transportation safety, or other professional advice, or an interpretation of any insurance policy. Coverage is governed solely by the terms of your policy. School bus operators and their employers remain responsible for complying with applicable legislation, regulations, policies, and operating requirements. Any use of this information is at the reader’s discretion. For advice on your specific situation, contact your RMA Risk Advisor or legal counsel.