How the Insurance Claims Process Works

What an insurance claim is:

It is a formal request to an insurance company asking for a payment based on the terms of the insurance policy.  

The claim depends on the type of insurance cover.

The actual claim process may differ significantly depending on the insurance type, but there are a few basic rules that apply to how the insurance claims process works:

  • Start by checking your full policy
  • Before making a claim, check the excess you have to pay yourself on your policy
  • Even though the eventuality may be covered by different insurance offers, you cannot claim under more than one policy for any loss, so carefully consider which policy to claim against.
  • Call your insurer or broker as soon as you discover that there is a problem
  • Provide brief details of the claim and request a claim form
  • Check that your insurer will cover the cost of any repairs and get advice on what your next step should be
  • For larger claims, you may consider hiring an assessor
  • The length of time it takes to claim will depend on the type of claim
  • The choice to accept the settlement from your insurance company is yours

How a car insurance claim would be processed:

Inform your insurance company about the incident and make sure that you have your insurance policy number handy before you call. Make sure that you get a reference number.

Ask your insurance company for the exact procedure.

If there is criminal activity involved, report this at a police station within 24 hours and ensure that you get a case number.

Write down what happened and make sure to keep consistent.

Keep all documentation regarding your claim.

Get approval from the insurance company before having any repairs done.

Be truthful when interviewed by an assessor.

Once all paperwork and interviews are done, your claim will be processed and you will be paid out the amount that you have claimed.

It’s important to remember that you can help to speed up the claims process by providing all the documentation and information required, within the time frame.


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