Once we receive your claim form, a specialized claims consultant will be assigned to your case. They will acknowledge receipt, introduce themselves, and provide assistance until a final determination is reached. We will adhere to the timeframe requirements of the General Insurance Code of Practice unless otherwise agreed upon.
If we require additional information to assess your claim, we will inform you within ten business days of receiving your claim. We will keep you informed of your claim’s progress at least every 20 business days, or as mutually agreed upon. We will respond to your routine requests for information within ten business days.
Once we have all the necessary information and have completed any necessary investigations to evaluate your claim, we will decide whether to accept or deny it. We will notify you of our decision within ten business days. If any of the above timelines are impractical due to the complexity of your claim, we may agree on alternative timelines with you. If we cannot reach an agreement, we will inform you of our complaints handling procedures.