The actions you take in the hours immediately after an incident — a crash, a hospitalisation, a burglary — determine whether your claim is smooth or a three-month battle.
Most claim disputes don't start with the insurer. They start with something the policyholder did — or didn't do — in the first few hours after an incident. A missed intimation window, a missing photograph, a document signed under pressure from the other party.
This guide covers the three most common claim scenarios: motor, health, and property. Bookmark this page before you ever need it.
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Motor claims: accident or theft
If there's been an accident
1
Don't move the vehicle.This sounds counterintuitive if you're blocking traffic, but moving the vehicle before photographs are taken weakens your case. Take photos and a short video first — the position of both vehicles, all visible damage, road conditions, traffic signals, skid marks.
2
If there are injuries, call 108 first.Your responsibility as a driver includes ensuring medical attention for anyone injured. Call the ambulance before you call anyone else. Then call the police (100) — an FIR or police panchanama is required for any accident involving injury, third-party damage, or a stationary vehicle.
3
Intimate the insurer within 24 hours.Not 48, not "when I get to it." Most policies require intimation within 24 hours of an accident. Call the helpline or WhatsApp the details. You don't need to file the full claim yet — a brief intimation call is enough to protect your timeline.
4
Don't sign anything from the other party's insurer or representative until you've read it carefully.The surveyor (appointed by your insurer) is different from a representative of the at-fault party — they have different interests.
5
For cashless repairs, take your vehicle to a network garage.For non-network garages, get a written estimate before repairs begin — and save all bills and photographs of damage before the repair.
Common mistake: Getting the vehicle repaired quickly (at a local garage, out of pocket) before a surveyor inspection. Without a pre-repair survey, the insurer can reject the claim citing lack of evidence.
If it's a theft
File an FIR at the nearest police station immediately. Then intimate the insurer. For theft claims, both the police complaint number and the FIR copy are mandatory. If the vehicle is found within 90 days, the claim process changes — keep your insurer updated.
How Coverton's Claim Buddy helps
If you're a Coverton client, you don't have to handle any of this alone. On claim day, WhatsApp Claim Buddy with the incident details. We will:
- Intimate the insurer on your behalf within the required window
- Assign a dedicated case manager to your claim
- Collect and organise all required documents
- Follow up directly with the TPA or insurer's claims team
- Contest any rejection or low assessment with documented grounds
There is no additional charge for this service. It's what we do.
Start a claim with Claim Buddy🏥
Health claims: hospitalisation
Cashless claims
1
Confirm the hospital is in the network before admission if the situation is non-emergency.Call the TPA (Third Party Administrator) helpline on the back of your health card.
2
At the hospital's insurance desk, fill the pre-authorisation form at the time of admission — not after.The hospital sends this to the TPA, who approves a credit limit. If the actual bill exceeds the pre-approved amount, a supplementary pre-authorisation request is needed.
3
Collect all original documents before discharge.Discharge summary, all bills, prescription trail (from OPD visit through medications), investigation reports. Once you've left the hospital, getting duplicate originals is a long process.
4
At discharge, don't leave until the cashless settlement is confirmed in writing.If the insurer is taking time, ask the hospital's billing desk for the timeline — they follow up with the TPA regularly.
Reimbursement claims (non-network hospital)
You pay the bills upfront and claim later. The intimation window still applies — call the insurer within 24 hours of admission. Submit all documents within 15–30 days of discharge (check your policy for the exact window).
Document tip: Keep a dedicated folder (physical or on Google Drive) with all hospital documents from each admission. Scan everything before the original gets lost or faded.
How Coverton's Claim Buddy helps
If you're a Coverton client, you don't have to handle any of this alone. On claim day, WhatsApp Claim Buddy with the incident details. We will:
- Intimate the insurer on your behalf within the required window
- Assign a dedicated case manager to your claim
- Collect and organise all required documents
- Follow up directly with the TPA or insurer's claims team
- Contest any rejection or low assessment with documented grounds
There is no additional charge for this service. It's what we do.
Start a claim with Claim Buddy🏠
Property & fire claims: damage or theft
1
Ensure safety first.If there's been a fire, flood, or structural damage, ensure the property is safe to re-enter before you document anything. Do not enter a structurally compromised building.
2
Do not repair or clear damage before the surveyor visits.This is the single most common mistake in property claims. Take extensive photographs and video before touching anything. If perishable goods or urgent safety repairs can't wait, photograph everything first and keep all replacement receipts.
3
Get an FIR for theft or arson.No FIR, no claim for these categories. Go to the nearest police station the same day.
4
Intimate the insurer within 24–48 hours (check your policy).For commercial properties, also notify your landlord and building management if applicable.
5
Cooperate with the surveyor, but you are not obligated to accept their assessment on the spot.If the surveyor's estimate seems low, you can commission an independent valuation and present it to the insurer. You have the right to contest the loss assessment.
Know your rights: Under IRDAI regulations, insurers must appoint a surveyor within 48 hours of receiving a loss intimation for claims above ₹1 lakh. If this doesn't happen, follow up in writing.
📋 Your claim-day document kit
Keep a digital copy of each of these accessible on your phone — not just in a physical folder at home:
- Policy document (all pages, including endorsements)
- TPA card / insurer helpline number (health policies)
- Government-issued ID (Aadhaar, PAN, or passport)
- Photographs and video of damage — taken immediately
- FIR copy or police complaint acknowledgement
- All bills, invoices, and receipts for loss or treatment
- Original claim form (download from insurer's website)
- Bank account details and a cancelled cheque
- Any previous correspondence with the insurer
⚠️ 3 mistakes that turn a simple claim into a dispute
1Accepting a partial settlement without checking
Once you sign the discharge voucher you typically cannot claim the remainder. Never sign without verifying the amount covers your full eligible loss.
2Missing the intimation window
Most policies require intimation within 24–48 hours. Missing it gives the insurer grounds to reduce or reject the claim — even if the loss is fully covered otherwise.
3Disposing of damaged items before the surveyor visits
Without a pre-repair or pre-disposal survey, the insurer can reject citing lack of evidence. Photograph everything first.
How Coverton's Claim Buddy helps
If you're a Coverton client, you don't have to handle any of this alone. On claim day, WhatsApp Claim Buddy with the incident details. We will:
- Intimate the insurer on your behalf within the required window
- Assign a dedicated case manager to your claim
- Collect and organise all required documents
- Follow up directly with the TPA or insurer's claims team
- Contest any rejection or low assessment with documented grounds
There is no additional charge for this service. It's what we do.
Start a claim with Claim Buddy