How to make an insurance claim

Many insurance policies require an insured event to be reported within a certain period or without unnecessary delay.

If you already know that an event may lead to a claim, do not assume you should wait until every invoice, photograph or report is available before contacting the insurer.

A short initial notification can often be followed by additional evidence later, depending on the policy and the insurer's process.

Before completing a long claim form, check the section of the policy that explains notification and claims.

It may tell you how to report the event, which contact channel to use, which documents are required and whether there are special steps for certain types of loss.

Some policies also require you to contact the insurer before arranging repairs, replacement, treatment or other significant costs.

A claim normally begins with a clear factual description of what happened.

Try to separate facts from assumptions. Give dates, places, people involved and the sequence of events as accurately as you can.

If something is uncertain, it is usually better to say that it is not yet known than to guess.

Evidence can be important when the insurer needs to establish what happened and how much the loss is worth.

The useful evidence depends on the type of claim, but photographs, videos, receipts, invoices, contracts and official reports are common examples.

Keep original documents where possible and make clear copies or digital scans.

Policies often expect you to take reasonable action to prevent additional damage after an event.

For example, this may mean stopping a water leak, securing a damaged property or moving undamaged items away from danger.

At the same time, avoid destroying evidence unnecessarily. If emergency action is required, photograph the situation before and during the work where possible.

Claim forms often contain questions that look simple but have an important purpose.

Read the full form first so you know what information and attachments will be needed.

Answer accurately and consistently. If a question does not apply, say so rather than forcing an unrelated answer into the field.

The amount you claim may need to be supported by receipts, valuations, repair estimates or invoices.

The amount you paid originally is not always the same as the amount the policy will reimburse. Some policies use replacement value, current value, agreed value or other calculation methods.

Keep a simple list showing each claimed item or cost and the evidence attached to it.

Insurance claims can involve many emails, letters, phone calls and uploaded documents.

Keep copies of everything you send and receive. After an important phone call, it can be useful to make a note of the date, who you spoke to and what was discussed.

If the insurer gives you a claim number, use it consistently in future correspondence.

An insurer may ask follow-up questions or request additional documents before deciding the claim.

Read the request carefully and identify exactly what is being asked for and by when.

If you cannot provide something, explain why and ask whether an alternative document would be acceptable.

Depending on the claim, the insurer may arrange an inspection, medical assessment, loss adjustment or technical review.

The assessor may ask questions, inspect damage or request additional documents.

Keep copies of any reports you receive and check whether the policy explains your obligations during the assessment process.

When the insurer makes a decision, check what has been accepted, what has been rejected and how the payment was calculated.

Look for deductions such as deductibles, depreciation, sub-limits or amounts the insurer considers outside the policy coverage.

If part of the claim is rejected or reduced, the decision should normally give you enough information to identify the policy term or factual reason being relied on.

Start by identifying the exact point of disagreement: the facts, the value of the loss, an exclusion, a policy definition or another condition.

Ask the insurer for clarification if the reasoning is unclear and provide additional evidence if something important has been missed.

Depending on the country and type of insurance, complaint procedures, ombudsman services, regulators, mediation or legal advice may also be available.