A claims file is a collection of documents and information used to process a compensation request following an insured event. Opening and managing a claims file involves several steps and requires different documents depending on the type of damage.
Below are the key details you need to know about the claims process:
Types of damages
Claims files can be categorized based on the type of insurance policy and the nature of the event. The main types include:
Car damages
The most common, usually resulting from road accidents. They may be covered by:
RCA – mandatory third-party liability insurance
CASCO – optional insurance for your vehicle.
Home damages
Caused by fire, flooding, earthquakes, storms, theft, etc., and covered by:
Mandatory home insurance (PAD)
Optional home insurance.
Health/life damages
Claims in the event of serious illness, accidents, disability, or death.
General liability claims
Cover damages caused to third parties as a result of an event caused directly or indirectly by the insured, except those related to motor vehicles.
Claims file process – step-by-step
The claims handling process usually includes the following stages:
Damage notification
As soon as the event occurs, you must notify your insurer. This can be done by phone, online, or in person at the insurer’s office.
It’s crucial to respect the notification deadline specified in your insurance policy (usually within 24–48 hours for certain events, but this may vary).
Opening the claim File
After the damage is reported, the insurer will open a claims file and assign you a unique reference number.
Inspection and damage assessment
A claims inspector (representing the insurer) will assess the damage and estimate the costs.
For car claims, this may also include a mutual accident report or an assessment at a partner repair shop.
Submitting the required documents
You will need to submit the documents required to process the claim. While there is a standard set of documents, some insurers may request additional paperwork.
Claims file review
The insurer will review all documents and information to determine whether the event is covered by the policy and to establish the compensation amount.
Payment of compensation
If the claim is approved, the insurer will make the payment either to your account or directly to the repair shop (for car claims with direct billing).
Required documents for claims file (examples)
Documents vary depending on the type of damage and insurer. Here are some common examples:
Car claims
- ID of the vehicle owner or user
- Vehicle registration certificate
- Insurance policy (RCA or CASCO)
- Driver’s license of the person involved
- Accident report form or police documents (report, repair authorization)
- Repair estimate from an authorized service center (if needed)
Home insurance claims
- Policyholders’ ID
- Home insurance policy
- Proof of property ownership
- Official documents confirming the event (e.g. fire report, theft certificate from Police, ISU, City Hall)
- Invoices, receipts, or estimates for damaged or replaced items
Important things to remember
Deadlines
Always respect the time limits for reporting and submitting documents. Missing them can result in the claim being denied.
Honesty
Provide accurate and complete information. False statements may void your right to compensation.
Communication
Stay in touch with the insurer throughout the process and ask for clarification if anything is unclear.
Document copies
Keep copies of all documents submitted and all correspondence with the insurer.
Your rights
If you are unhappy with the insurer’s decision, you can file a complaint with the insurer or contact the Financial Supervisory Authority (ASF).
Need help? Contact a Destine Broker
We offer professional assistance with claims file. Our team will guide you quickly and correctly to make the process easier. You can contact anytime and rely on your Destine broker.
While the general steps of the claims process are similar and regulated by law, specific procedures may differ slightly from one insurer to another.