Making a claim
Tell us what has happened. That is the whole of your part in it.
Start here
If you already have an adviser with us, call or text them directly on the number you have. They will know who you are and will not need the background.
If you are not sure who to speak to, or you would rather not go through an individual, ring the office on 07 808 7882 or send us a message. Either reaches the same people.
You do not need paperwork, policy numbers or a tidy account of events to start. A sentence is enough.
Tell us what has happened
A few lines is all we need. Please do not put medical detail here; we will ask for what the insurer requires when we speak, and we will gather most of it ourselves. If you are contacting us on someone else's behalf, tell us their name and how you are connected; that alone is enough for us to find the file. If you would rather talk, ring 07 808 7882.
01
You tell us
By phone, by text or in writing. If it is easier to come in, come in.
02
We read the policy
We confirm what is covered, what the definition requires, and whether more than one policy responds. Often more than one does.
03
We assemble the evidence
Forms, medical reporting and correspondence with the specialists involved. We come to you only for what nobody else can provide.
04
We deal with the insurer
The lodgement, the follow-up and the questions. If the insurer comes back with an answer you were not expecting, that conversation is ours to have.
05
We stay on it
Until it settles. You will hear from us whether or not there is news, so that silence never has to mean anything.
06
We review afterwards
A claim changes what the rest of the cover should look like. We come back to that once the immediate part is done, and not before.
You do not need a claim to call us
A good deal of what we do never becomes a claim at all. Whether a procedure needs approval before it is booked. Whether a new diagnosis has to be reported, and what happens if it is. Whether something is worth claiming on, or better left. Whether the letter that arrived means what it appears to mean.
None of that is a nuisance, and none of it is too small to ring about. The wordings are difficult, which is much of the reason we are here for you.
So ring. That is what the number is for.
Common questions
How do I start an insurance claim?
Tell us. A phone call is enough, and it does not need to be a complete account of what has happened. If you already have an adviser here, call or text them on the number you have. If you are not sure who to contact, ring the office on 07 808 7882 and we will find your file.
Should I contact the insurer or my adviser first?
Your adviser. You can go directly to the insurer and some people prefer to, but the first conversation usually sets the direction of the claim, and it is better had by someone who has read the policy and knows what the insurer will ask next.
What will the insurer want?
It varies by cover. In general: evidence of the event, medical reporting from the people treating you, and confirmation of the details given when the policy was arranged. Gathering that is our part. We will only come to you for the things nobody else can give us.
Can I ask about a claim I have not made yet?
Yes, and please do. Whether something is likely to be covered, whether a procedure needs approval before it happens, whether a new diagnosis needs to be reported: these are ordinary questions and they take a few minutes to answer. Ask them before they matter rather than after.
This page describes how we handle claims. It is general information, not financial advice for your circumstances. See our disclosure statement.