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Workplace Customer Injury and Liability

Emergency numbers differ by country. This page uses 911, the number for the United States and Canada. Many other countries use 112, 999, or another number. Find the number for your country.

When a customer, client, or visitor suffers an accident (such as a slip-and-fall, struck-by-object injury, or escalator fall) on business property, business owners and managers must balance compassionate immediate medical assistance with thorough legal documentation and commercial insurance reporting.

Immediate Emergency Response (First 30 Minutes)

  1. Provide Immediate First Aid or Call Paramedics: Assess the injured person condition. If the injury is severe, call emergency medical services (911) immediately. Do not attempt to move an injured person who complains of neck, back, or hip pain.
  2. Do Not Admit Fault or Speculate on Causes: Be empathetic and helpful, but avoid making statements like "We should have cleaned that spill earlier" or "Our floor is slippery." Admitting fault before investigations complete creates severe legal liability.
  3. Document the Scene Thoroughly:
  4. Take immediate high-resolution photographs of the exact accident location, flooring conditions, lighting, weather conditions, hazard warning signs, and surrounding area.
  5. Measure and photograph liquids, ice, or debris that contributed to the fall.
  6. Export and Preserve Surveillance Video: Save security camera video footage starting 30 minutes before the incident through 30 minutes after. Store video files on secure offline drives to prevent automatic overwriting cycles.
  7. Complete an Internal Incident Report: Document the injured person name, contact info, clothing, footwear, exact statement, witness names, staff on duty, and actions taken.
  • Report to Commercial General Liability (CGL) Insurer: Contact your commercial insurance carrier within 24 hours to file a formal loss report. Provide the completed incident report, photos, and video footage.
  • Do Not Issue Direct Cash Settlements: Allow your insurance claims adjuster to handle communications regarding medical expense reimbursements. Direct payments can be interpreted as legal admissions of liability.