Here are ten practical tips, complete with real-world examples, to help you navigate the claims process confidently and efficiently.
1. Review your policy first
Before filing any insurance claim, it’s important to thoroughly review your policy so you understand exactly what is covered, what exclusions apply, and what the coverage limits are. This helps you avoid submitting claims that are not eligible and ensures you know what documentation may be required.
Example: If your policy specifically excludes flood damage, reviewing it beforehand will alert you that you cannot file a claim for water damage caused by a river overflow. Understanding these details upfront prevents confusion and delays later in the claims process.
2. Notify your broker immediately
As soon as an incident occurs, make it a priority to notify your broker right away. Your broker will then inform your insurance company on your behalf. Prompt reporting not only speeds up the claims process but can also be a requirement of the policy, meaning delays could affect whether your claim is approved.
Example: A fire damages your warehouse, causing widespread damage and the temporary closure of your business. You contact your broker straight away, allowing them to open a claim with your insurer, assign an adjuster, and begin evaluating the loss immediately. Early communication sets the entire process in motion and helps you recover faster.
3. Document everything
Thorough documentation is one of the most critical steps when filing a claim. Take clear photos, videos, and detailed written notes of the damage or loss, capturing as many angles and details as possible. This evidence helps support your case and ensures nothing is overlooked.
Example: A piece of machinery gets damaged during a small electrical fire at your factory. You photograph the damage from multiple angles, noting the date and time of the incident, creating a reliable record that can be referenced during the investigation. The more detailed your documentation, the stronger your claim.
4. Gather supporting evidence
In addition to documenting the damage, you should collect all necessary supporting evidence, such as invoices, receipts, contracts, and proof of ownership. These documents help verify the value of the lost or damaged items and provide the insurer with the information needed to process the claim.
Example: Your office suffers a break-in, and several laptops are stolen from the premises. You provide your broker with purchase receipts, validating their worth and clearly demonstrating that the items belonged to your business. Proper evidence speeds up approval and ensures accurate reimbursement.
5. Keep communication in writing when dealing with insurers
If dealing with an insurer directly, whenever possible, maintain written communication to ensure clarity and avoid misunderstandings. Email is especially helpful because it creates a timestamped record of conversations, agreements, and decisions. When using a broker, you don’t need to contact your insurer directly. They coordinate every step, keep the process moving, and ensure nothing is missed, giving you confidence that your claim is managed efficiently and professionally.
Example: A burst pipe floods your office. You email the insurer with photos and updates, keeping a record of every message to ensure clarity and avoid delays while your claim is assessed.
6. Understand the claims process
Every insurance company has its own procedures, timelines, and required documentation, so it’s important to ask questions and understand how the claims process works. Knowing what forms you need to complete, how long each step typically takes, and whether any additional documents, such as a police report, are required helps prevent delays.
Example: You file a theft claim with your broker. Beforehand, you ensure to file a police report so that your broker can review your documents and gather all information efficiently.
7. Be honest and accurate
Accuracy and honesty are essential when submitting a claim. Providing truthful, complete information helps build trust with your insurer and reduces the risk of denial. Misrepresentation, even unintentionally, can jeopardise your entire claim.
Example: If only two machines were damaged during an incident, claiming that three were affected may be seen as fraudulent and could lead to the insurer refusing to pay. Transparency ensures a smoother process and protects your credibility.
8. Track all expenses
During the period of repair or recovery, make sure to track and save receipts for any temporary or additional expenses related to the incident. These costs may be reimbursable depending on your policy.
Example: You need to rent replacement equipment while your damaged machinery is being repaired. Keeping the rental invoices ensures you can submit them for reimbursement. Proper record-keeping helps you recover all eligible expenses.
9. Follow up regularly
Insurance claims can sometimes take time, so it’s important to follow up regularly with your claims adjuster or representative. Consistent communication helps keep your claim moving and allows you to address any issues or missing information promptly.
Example: Your broker will ask for updates on the progress of your claim on a regular basis, on your behalf. Staying engaged with any communications that require your attention shows that you are proactive and committed to completing the process.
10. Getting extra expertise when needed
For particularly large or complex claims, your broker may work with a loss adjuster or other specialist to ensure the assessment is accurate and the claim is properly managed. Loss adjusters are appointed by your insurer to understand detailed documentation and negotiation strategies, working alongside your broker to support a smooth, fair settlement.
Example: A major fire causes extensive damage to your factory. Your broker coordinates with a specialist to accurately assess losses and ensure the claim is fully supported, helping achieve an appropriate payout.