An insurance claim is assessed against the policy, the insured event and the supporting evidence. Prioritise safety, contact emergency services where needed and follow the insurer’s assistance and notification process. Keep a record of dates, conversations and documents.
The distinction that matters
A claim being lodged does not establish acceptance. Ask for written reasons and the relevant clauses if a benefit is reduced or declined, and distinguish requests for more evidence from a final decision.
What to check
- Record the event and prevent further loss where safe.
- Keep photographs, receipts and correspondence.
- Check approval requirements before non-emergency repairs.
- Use internal complaints and check external dispute options if unresolved.
Example to discuss
After water damage, a homeowner records the source and damage, contacts the insurer and keeps emergency repair receipts. They request written reasons if the insurer treats part of the loss as maintenance.
This is a hypothetical comparison, not a customer claim or a determination of cover.
Sources and further reading
General information only. The policy, schedule and applicable rules determine the actual position. For a personal decision, use an appropriately qualified adviser or the relevant provider.