How to prepare and follow an insurance claim

Check eligible benefits, referrals, waiting periods and authorization requirements. For planned expensive care, ask the insurer to confirm the process and request a written decision. In an emergency, obtain care immediately and notify the assistance team as soon as the policy reasonably requires.

Keep itemized invoices, payment receipts, medical reports, prescriptions and any referral or authorization. Travel-loss claims may require separate evidence such as a carrier report, cancellation invoice or proof of an insured event. Follow the claim form rather than sending unrelated sensitive documents.

Use the insurer's stated portal or secure submission method. Check deadlines, acceptable languages, currencies and original-document requirements. Retain a copy of the submission and claim reference. Avoid submitting confidential medical records through a general social-chat conversation.

Match the accepted charges, deductible, cost share, sublimits and currency conversion to the policy. Ask about missing documents or charges not accepted. A partial payment is not necessarily an error, but the insurer should explain the relevant terms.

Ask for the policy clause and written reason if a claim is declined. Submit a concise chronology and supporting evidence through the insurer's complaint process. If unresolved, check the regulator or dispute-resolution body's jurisdiction and eligibility. Keep deadlines in mind; broker assistance does not replace a formal appeal.