Claims Process
If something goes wrong, we help you report the claim, gather the right evidence, and follow it through with the insurer to settlement.
Five steps to settlement.
- 01
Act immediately
Make the situation safe and prevent further loss. Call emergency services or the police where needed.
- 02
Notify us and your insurer
Report the claim as soon as possible. Many policies set a time limit for notification, so do not wait for repairs or bills.
- 03
Gather evidence
Collect photographs, reports, invoices, and the documents listed for your type of claim.
- 04
Assessment
The insurer reviews the claim and may appoint a surveyor or loss adjuster to inspect the damage or verify the loss.
- 05
Settlement
Once the claim is agreed, the insurer pays you or the repairer, less any excess, or arranges direct settlement with the provider.
What to expect for your claim.
Vehicle accidents and damage
Report the accident to the police and obtain the police report. The insurer will arrange an inspection and agree a garage for repairs.
- Police report
- Driving licence and vehicle registration
- Photographs of the damage
- Repair estimate if requested
Medical treatment
At network providers, show your insurance card and the provider bills the insurer directly. For treatment outside the network, pay first and submit a reimbursement claim.
- Completed claim form
- Itemised invoices and receipts
- Medical reports and prescriptions
- Pre-approval for planned treatment
Home and property damage
Prevent further damage, keep damaged items where possible, and do not start major repairs until the insurer or adjuster agrees.
- Photographs before any clean-up
- Police report for theft or vandalism
- Repair quotations
- Proof of ownership and value
Claims while travelling
For medical emergencies, call the assistance number on your certificate. For delays and baggage, collect written confirmation from the airline.
- Travel itinerary and tickets
- Medical reports and bills
- Airline delay or baggage report
- Police report for theft
What slows claims down — and how to avoid it.
Report on time
- Notify the claim within the policy's time limit
- Report theft to the police straight away
Keep the evidence
- Photograph damage before cleaning up
- Keep damaged items until the insurer agrees
Complete paperwork
- Fill in the claim form fully
- Send original invoices where required
Stay in touch
- Respond quickly to questions
- Tell us if your contact details change
How long does a claim take?
It depends on the type of claim and how quickly evidence is available. Straightforward claims settle faster; larger losses may need a survey or loss adjuster.
Will a claim affect my premium?
It can. Insurers consider claims history at renewal, and some motor policies reduce the no-claims discount after a claim.
What if my claim is declined?
Ask the insurer for the reasons in writing and contact us. We will review the policy terms and help you respond or escalate if appropriate.
Can you handle the claim for me?
We guide you through every step and liaise with the insurer on your behalf, while you provide the information only you can give.
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