Advice matters
How to navigate the claims process

What actually happens when you need to make an insurance claim?

Fortunately, for most people, it’s not something they do too often. But when you do claim, knowing the process and how you can help the experience to be as smooth as possible can make a big difference.

When you have an adviser, it’s much easier because we are there to guide you through each step of the process. Here’s a rough guide to what you might expect.

Claim notification

The first thing to do is to notify the insurer of the claimable event. As insurance advisers, we can take care of this for you. Just get in touch with us and tell us what has happened, and we will oversee the process from there.

We can step through your policies with you after an event to ensure you know how each policy might apply and what you could be entitled to. Having a good understanding of your policy details can help you have clear expectations from the outset about what may be covered and what might not be.  

Claim documentation

The insurer will usually then request documentation to support the claim. Again, our team can help you work through collecting the information that is required. Providing all the information upfront can make the process easier and can reduce delays. It’s really important to be completely upfront with all the relevant information – even things that don’t seem important at first glance may be material to your insurer.

Claim evaluation

The insurer will then take the information provided and make a decision about the claim. As your adviser, we will usually be a point of contact for the insurer through this process, allowing you to focus on your own health needs and getting back on track. Often, claims can happen at quite stressful times, but we’ll be with you each step of the way. 


If the claim is approved, the insurer will either make a payment to you or your treatment provider, depending on the type of policy you’re claiming on. Depending on your type of cover, this might be a one-off sum or an ongoing payment. We will keep you up-to-date with any additional requirements from the insurer through this process.

This is a general guide to the insurance claims process, and it will vary a little between insurers and depending on what you’re claiming for. If you have specific questions about your policies, we can help with those.

Like to talk?

Having an adviser on your side can make all the difference when it comes to claim time. If you’d like to check whether your policies are still appropriate for your needs, or you’re wondering whether it’s time to take out some more cover, get in touch. We can help you assess what insurance policies might be a good fit and will be on hand to help should you need to claim on them.

Disclaimer: Please note that the content provided in this article is intended as an overview and as general information only. While care is taken to ensure accuracy and reliability, the information provided is subject to continuous change and may not reflect current developments or address your situation. Before making any decisions based on the information provided in this article, please use your discretion and seek independent guidance.