It’s important you don’t do this. If things do escalate to the point the insurer is involved, the legal experts appointed should come into the situation when it’s a blank slate to ensure the best outcome for you.
Admitting liability and offering a refund could complicate matters from a legal perspective and hinder the negotiation process.
If you have the legal expenses product, you can utilise the legal advice helpline you have access to. The legal experts on the phone can give you pointers on subjects like contract disputes, late payments and general legal matters.
If things are more serious to the point there’s a threat of legal action or the client is asking for damages, make a professional indemnity claim. You should contact us as soon as you’re aware of any complaint, criticism or mistake which may give rise to a claim, but the policy will only be triggered if there’s a monetary loss such as a claim for damages or a legal threat.
Professional indemnity claims are quite complex because legal experts get involved and negotiations between all parties take place, but don’t let that intimidate you. The insurer is there to help and in our experience situations are diffused quickly once the insurer gets involved.