What happens when you make a claim
This section explains what we’ll do and what we expect you to do when you make a claim.
We’ll manage your claims quickly, fairly and transparently
16. When you make a claim, we’ll:
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explain how to report your claim
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explain what information you must give us to process your claim
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explain the steps we’ll take while handling your claim
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tell you that the information you give us must be honest, complete, up- to-date and relevant
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keep you informed of the progress of your claim
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settle all valid claims quickly and fairly
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clearly explain how we reached our decision
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clearly, concisely and effectively explain the reason or reasons, if we decline your claim in whole or in part.
17. When you make a claim, we’ll:
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acknowledge receipt within 5 business days of receiving your claim
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decide whether or not to accept your claim within 10 business days of the date that we have all the information we need to determine your claim.
18. We may not always be able to decide whether or not to accept your claim within 10 business days. You might have a complex claim which takes us longer to evaluate, or which might depend on getting information from third parties. If we can’t meet these timeframes for whatever reason, we’ll:
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explain why
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tell you how long we expect it will take to make a decision on your claim
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update you at least once every 20 business days, or another time interval we may agree with you, until your claim is resolved.
19. We’ll ask for and take into account only relevant information and material information when investigating and making decisions about your claim.
20. We’ll treat your information confidentially, including where you’ve given us permission to pass this on to third parties, such as advisers, assessors, repairers and suppliers.