Cooperating with insurers when making a claim
In the complex landscape of risk management, the relationship between insureds and insurers is pivotal—never more so than at the time of making a claim. For organisations and individuals alike, the claims process can represent a moment of vulnerability, urgency, and, often, uncertainty. It is during these critical junctures that true cooperation with insurers does not simply expedite resolution; it lays the groundwork for enduring trust, transparency, and the optimal realisation of policy benefits.
In this article, we explore best practices, mindset shifts, and actionable strategies for policyholders aiming to foster productive partnerships with insurers when making a claim. The goal: to move beyond transactional interactions towards collaborative, results-driven relationships that benefit both parties.
Cooperating with insurers when making a claim under an insurance policy is not only a policy requirement, it makes sense to do so. From the point of awareness of a wrongful act, incident or claim, it is essential to engage with insurers as early as possible and is key to resolving a claim promptly. Bringing insurers along the ‘claim journey’ can improve the claims experience for both the insured and the insurer.
Effective cooperation begins with understanding. Insurers operate within a framework of regulatory obligation, risk assessment, and fiduciary responsibility. Claims are deeply scrutinised not out of mistrust, but to ensure compliance, prevent fraud, and deliver on the promise of indemnity to genuine claimants. Recognising these drivers helps claimants better align their own actions and expectations.
Some key considerations:
Be Proactive and Responsive: Open, honest communication can make an enormous difference. At the point of awareness of an act, event or loss, notify your insurer as soon as possible, providing as much detail as you can. Maintain clear lines of communication throughout the process.
Some key considerations:
Set Realistic Expectations: Claims can be complex, particularly for financial institutions. While it’s reasonable to expect fair treatment, insureds should also recognise that investigation and assessment take time.
Full disclosure is essential. Concealing or minimising facts, intentionally or inadvertently, can jeopardise not only the current claim but the entirety of your relationship with the insurer. If in doubt, share additional context—even if it seems peripheral. Insurers value candidness and are more inclined to work constructively with cooperative parties.
It’s good practice to:
Engage Early and Often: Treat the insurer as a partner rather than an adversary. Invite their expertise and suggestions. For complex claims, involve legal or technical advisors early and keep all parties in the loop.
Be Flexible and Solution-Oriented: Sometimes, initial proposals may not perfectly match your expectations. Be prepared to discuss alternative solutions, such as partial settlement, advanced payments, or remediation steps that mitigate further loss.
Despite best efforts, disagreements may arise. When they do, adopt a collaborative, rather than combative, approach:
Organisations and individuals who treat insurers as adversaries often find their claims delayed or denied due to mistrust or incomplete information. Conversely, those who demonstrate openness, preparedness, and flexibility generally report better outcomes.
Understanding the requirements under the policy is essential, and any good broker should be able to explain the reporting and cooperation obligations that are expected. For example, there are certain requirements regarding obtaining prior consent from insurers with respect to:
The insurance claim process need not be adversarial or opaque. By approaching insurers as partners—armed with knowledge, documentation, and a spirit of collaboration—insureds can achieve faster resolutions, fairer settlements, and stronger long-term relationships.
By putting these principles into action, insureds and insurers alike can turn moments of crisis into opportunities for growth, innovation, and mutual success. In the ever-evolving world of risk, adopting an open-communication and transparent claims process with insurers, is key to maximising outcomes.
