Act Promptly
Take the initiative and contact your insurance provider immediately when an incident occurs. Procrastination can lead to added complications or even potential denial of the claim. In Ghana, the period limit to claim for injury and death is up to three years from the date of the accident. For damages, the limit is up to six years from the date of the accident.
Adequate Documentation
Ensure you keep thorough records of the incident, conversations with the Claims Adjuster, and all related documents. Failing to gather all necessary documents, such as police reports or medical records, can hinder the claims process and lead to delayed or denied coverage. Your preparedness can make a significant difference in your claim process.
Be Honest and Accurate
Provide accurate information on your claim form to avoid delays or denials. Inconsistencies in the information you provide to your insurance company and other parties involved can raise red flags, potentially affecting the validity of your claim. Inaccurate or misleading information can lead to severe consequences, such as denied claims or legal issues.
Understand Your Policy
Take the time to familiarise yourself with your policy's terms, coverage limits, and exclusions. This knowledge will empower you to make informed decisions and understand the scope of your coverage. Being well-informed about your policy can give you a sense of control over your claim process.
Communicate Clearly
Maintain open and transparent communication with your claims adjuster. This will help you understand the process better and feel reassured about the progress of your claim.
Keep Copies
Keeping copies of all documents you submit and receive during the claims process is essential. This will help you stay organised and secure your claim record.
Repudiation of Claims
Insurance policyholders often get disappointed when their insurers decide not to honour all or certain parts of the insurance contract when claims arise. The reasons for a claim to be repudiated can be numerous with examples including when the person driving the insured vehicle has no valid driving licence or is unqualified; where there was no insurance cover at the time of the accident; when the claim is not submitted within the claim period; using the vehicle without the insured's consent or for unauthorised purposes; when the driver was drunk whiles driving; when claim is detected to be fraudulent among other reasons, etc. (refer to your policy documents)
Conclusion
The average customer is primarily concerned with the cost of the premium on a policy at the point of purchase. When making a claim, customer satisfaction is driven by the length of time a claim takes, the disruption or stress it creates, and the nature and quality of the repair, replacement, or reinstatement.
Generally, submitting insurance claims means the customer is dealing with a stressful event, such as a car accident or a home burglary. Customers will likely become more loyal when the insurance claims process relieves some of this stress.
As customers become more informed, demanding, and prepared to switch insurers, it is crucial for insurers to be able to deliver what customers genuinely value and evolve to meet changing customer needs. Claims services are critical for customer satisfaction, as one out of every five customers switch insurers due to dissatisfaction with claims processing. Hence, insurers need to develop innovative and proactive claims services.
Consumers today expect nothing less. They have been taught by the companies they admire most to expect personalised, convenient, transparent and rapid service. Why would they accept less from their insurer?
By Philomena Serwaa Boafo, Deputy Head of Claims, Hollard Insurance
