Making a claim

What we do from there

1. 1

   We take it from you

   Tell us once. We notify the insurer and tell you exactly which documents the policy needs.

2. 2

   We handle the insurer

   We communicate with the insurer, answer their questions and monitor the claim’s progress.

3. 3

   We check the settlement

   Before anything is signed, we check the settlement is in line with your policy entitlements.

What to have ready

Every insurer asks for its own documents, and we tell you the exact list when you call. These apply to almost every claim.

1. 1Your policy or certificate number
2. 2What happened, where and when, in your own words
3. 3Photographs of the damage and the scene
4. 4Invoices, receipts, estimates and medical bills
5. 5For a road accident, the police report
6. 6Any letter or notice you have received about the loss

Four things that decide claims

• Notify a loss promptly. On some policies, such as Contractors All Risk, the insurer is not liable at all if a loss is reported more than fourteen days after it happens
• An excess, also called a deductible, applies to most claims. It is the first part of each loss that stays with you, and natural perils often carry the highest
• A breached warranty, such as a vessel without a qualified master or premises without the stated fire protection, can void a claim even when the cause is covered
• If the values on the policy are lower than the real values, the insurer pays in proportion. That is condition of average, and it is decided when you buy, not when you claim

Common questions

Do I call the insurer or Seguro?

Call Seguro. As your broker we notify the insurer, handle the correspondence and follow the claim through to settlement. You deal with one number from start to finish.

What is an excess?

The first part of each loss that you pay yourself; the insurer pays the rest up to the policy limit. The amount is set in your policy and differs by cover, so check it with us before you claim.

How long does a claim take?

It depends on the cover, the documents and the insurer. A claim with complete documents moves fastest, which is why we tell you exactly what to send on day one, and we tell you where the claim stands as it goes.

What if the insurer rejects or reduces the claim?

We check the decision against the policy wording and your entitlements and take it up with the insurer on your behalf. Most reductions come from an excess, an unmet warranty or under-declared values, which we explain before you buy.