Customer Slipped In My Store
The situation: A customer slipped on a wet floor in my store and hurt their wrist. They mentioned seeing a doctor and I'm worried about what I'm on the hook for and whether my insurance will help.
Quick Answer
Injuries to customers on your premises are typically what general liability insurance is designed to address, often covering medical costs and legal defense if the customer pursues a claim or lawsuit. How the claim plays out usually depends on whether the hazard was reasonably addressed beforehand, such as posting a wet floor sign, and how quickly the business documented and responded to the incident.
What Happened
A regular customer at Elena's small bakery slipped on a wet patch near the entrance shortly after the floor had been mopped, spraining her wrist in the fall. Elena had a wet floor sign out but it had been knocked over by another customer minutes earlier without anyone noticing. She helped the customer immediately, offered to call for medical help, and documented the scene with photos before mopping up further. Her general liability policy, purchased as part of a business owners policy when she opened the bakery, covered the customer's medical costs and the claims process moved forward without a lawsuit once the medical bills were submitted and paid.
Likely Relevant Policies
- General Liability
- Business Owners Policy (BOP)
Potential Coverages
General Liability High likelihood
Slip-and-fall injuries to customers or visitors are one of the most common claims general liability coverage is designed to address, typically including medical costs and legal defense.
Medical Payments Coverage High likelihood
Many business policies include a smaller, no-fault medical payments provision that can pay for minor injury costs quickly without needing to establish legal fault.
Business Owners Policy (BOP) Medium likelihood
If your general liability coverage is bundled into a BOP alongside property coverage, the liability portion typically responds the same way to this type of claim.
Possible Exclusions
- Injuries resulting from a hazard the business knew about and failed to address within a reasonable time
- Intentional acts or gross negligence, which general liability typically doesn't cover
- Claims exceeding your policy's liability limit
- Injuries to employees, which generally fall under workers compensation rather than general liability
Questions That Determine Coverage
- Was there a visible or known hazard, such as a wet floor, and was it reasonably addressed?
- How long had the hazardous condition existed before the incident?
- Was a warning sign or barrier in place at the time?
- What is the severity of the customer's injury?
- Does your policy include medical payments coverage in addition to general liability?
- What are your general liability policy limits?
Recommended Immediate Actions
- Check on the injured customer and offer to call for medical help if needed.
- Document the scene with photos, including any wet floor signs or hazards, before further cleanup.
- Write down what happened while details are fresh, including time and circumstances.
- Get contact information from the customer and any witnesses.
- Notify your insurer promptly to report the incident, even if no formal claim has been made yet.
- Avoid admitting fault or offering to pay costs directly before consulting your insurer.
Documents to Collect
- Photos of the area at the time of the incident, including any warning signs
- Written incident report describing what happened
- Witness names and contact information
- Medical records or bills related to the injury, if shared by the customer
- Maintenance or cleaning logs showing when the floor was last serviced
- Business owners or general liability policy declarations page
Common Claim Process
Once reported, the insurer typically opens a liability claim and may investigate the conditions at the time of the fall, including whether warning signage was in place and how long the hazard existed. If the claim appears straightforward, medical payments coverage may pay the customer's initial medical bills directly. For larger injuries or if the customer pursues a formal claim or lawsuit, the insurer's general liability coverage typically provides both a legal defense and payment for any settlement or judgment, up to the policy's limit.
Potential Outcomes
- Claim resolved through medical payments coverage paying the customer's medical bills directly.
- Liability claim settled through negotiation if the injury is more serious or a lawsuit is threatened.
- Claim denied or contested if the business demonstrates reasonable care was taken to prevent the hazard.
- Settlement or judgment amount exceeding the policy limit, leaving the business responsible for the remainder.
- Insurer requests further investigation if fault or the extent of injury is disputed.
Risk Prevention Tips
- Establish a routine cleaning and inspection schedule and keep records of it.
- Use visible, sturdy wet floor signs and check they remain in place during and after cleaning.
- Address spills or hazards immediately rather than waiting for a convenient time.
- Train staff to report and respond to hazards quickly.
- Review your general liability limits periodically as your business grows.
Frequently Asked Questions
Does general liability insurance cover a customer slip and fall?
Generally yes, slip-and-fall injuries to customers are one of the most common claims general liability coverage addresses, typically including medical costs and legal defense if needed.
What if the customer sues my business?
General liability coverage typically provides a legal defense and pays covered settlements or judgments up to your policy's limit, which is one of the main reasons small businesses carry it.
Am I still liable if I had a wet floor sign out?
A warning sign helps show you took reasonable precautions, which can support your case, but it doesn't automatically eliminate liability, especially if the hazard existed for an unreasonable amount of time or the sign wasn't clearly visible.
Is there a time limit for a customer to file a claim after falling in my store?
Yes, personal injury claims are generally subject to a state specific statute of limitations, though the exact time frame varies, so this isn't something to assume will simply expire quickly.
Should I offer to pay the customer's medical bill directly?
It's usually better to notify your insurer first, since they can advise on next steps and, if applicable, use medical payments coverage to handle it appropriately rather than creating confusion about liability.
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Browse Small Business scenarios →Educational information, not advice: Coverage depends on the policy wording, endorsements, exclusions, limits, deductibles and applicable state laws. This information is educational only and is not legal or insurance advice.