A client mentions discomfort following a session. Another experiences a loss of balance during mat work. Or a follow-up message arrives days later noting soreness.
Situations like these can interrupt your teaching and create uncertainty about how to proceed. A defined reporting process provides structure, clarity, and direction when the path forward feels unclear. Early documentation and prompt reporting help support the guidance available through your insurance policy if the situation develops further into a claim.
So, what do you do when an incident occurs during your Pilates class?
What Counts as a Reportable Incident in a Pilates Studio?
You know from working with clients everyday that everyone responds to a Pilates class or workout differently. But you may be wondering what type of incidents actually need to reported. Here’s a quick breakdown of different incidents that you should watch out for and may need to report:
- Any instance during or after instruction in which a client reports pain, strain, discomfort, or an unexpected physical response
- Loss of balance, slips, falls, or equipment-related safety concerns involving mat or apparatus work
- Complaints related to instruction, cueing, or the physical outcome of a movement, including those raised later via message or email
Medical attention is not required for an incident to warrant reporting. The bottom line: if the situation merits attention, it merits documentation.
How to Report an Pilates Studio Incident
Step 1: Contact Insure Fitness Group as Soon as You Become Aware of an Incident
Once you become aware of a potential incident, even before any formal claim is mentioned, reach out to obtain guidance on next steps. Until you receive direction, keep client communication calm, factual, and limited. Do NOT discuss fault, causation, or anticipated outcomes.
If a claim is filed, these are the steps you need to take.
Once we receive your information, we submit it to the insurance carrier within 24 hours. The carrier typically acknowledges the claim and begins their review within 24-48 hours, then issues a letter explaining how the claim will proceed. If a defense is required, an attorney experienced in fitness liability cases is appointed for you at this stage.
How to contact us
- Phone: 800-379-7799
- Monday–Thursday: 8am–7pm EST
- Friday: 9am–7pm EST
- Email: sarasota.bsd.operations@ajg.com
Step 2: Document the Incident and Preserve Supporting Records
Thorough, timely documentation preserves an accurate sequence of events, and clear records help prevent later confusion or misinterpretation.
Record details as promptly as possible, ideally the same day, including:
- Session details: date, time, and location
- Activity involved: specific exercise, movement, or apparatus
- Client statements: captured in their own words where feasible
- Actions taken: session paused, modification suggested, or instruction adjusted
Retain all relevant records:
- Session notes
- Intake or health history forms
- Informed consent or liability waivers
- Any related written communication
Step 3: What Happens After You Report the Incident?
Once we are in contact, our teams will review the information provided, and a formal record is established for the incident within the policy period. Additional details may be requested, along with guidance on communication and next steps.
Keep in mind that reporting an incident does not automatically initiate a claim. If the matter progresses and the client files a claim, then your appointed attorney manages the process.
In Short: Your Responsibilities
- Recognize the incident and make contact promptly
- Document the facts clearly and preserve relevant records
- Do not speak with the client or the client’s attorney without consulting with us first
- Provide requested information as needed
- Follow guidance you receive from our team
- Allow the policy process to address any escalation
Conclusion
Incident reporting is a standard professional practice, not an indication of error. A consistent approach helps maintain composure, preserve client trust, and reduce disruption when unexpected situations arise. Reviewing reporting procedures and understanding insurance policy benefits helps you respond effectively. As a reminder, Pilates Instructor Insurance with Insure Fitness Group covers both general and professional liability.
Effective reporting supports professionalism. The appropriate insurance policy supports your work.
