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Perfect your claim



Brokers play a pivotal role in guiding clients through the intricate world of short-term insurance. Whether it is vehicle, home, or commercial insurance, the importance of thorough documentation when it comes to claims cannot be overstated. As brokers, you are not just advisors but also educators when it comes to claims. Here’s why meticulous documentation is vital.

Everyone benefits

As insurance brokers, you understand the intricacies of insurance policies and claims processes. You are the bridge between clients and insurance companies. Emphasising the importance of comprehensive documentation to your clients has benefits not only for clients, but also you as the broker.

Trust and reputation: Thorough documentation enhances your reputation as a reliable broker. Clients who experience smooth claims processes will likely refer others to you.

Claims assistance: Equipping your clients with knowledge about proper documentation empowers you and them to manage claims efficiently. This results in quicker payouts and improved customer satisfaction. For these purposes, Auto & General has developed a claims certainty guide, which can be provided to clients to assist in education.

Mitigating disputes: Clear documentation helps prevent disputes between clients and insurance companies. Fewer disputes mean less strain on your relationship with both parties.

Tips for educating clients

Start at the beginning: Start by educating your clients about the importance of documentation when they first purchase a policy. Stress that proper documentation and especially the creation of a proper asset register is the key to a successful claim.

Policy review: During the policy review process, emphasise specific policy terms and conditions that require attention. This prevents clients from being caught off-guard during the claims process.

Documentation checklist: Provide clients with a comprehensive checklist of documents required for several types of claims. Encourage them to keep these records up to date. Here you may again refer to the Auto & General claims certainty guide.

Asset registers: Asset registers are invaluable for both personal and commercial insurance use. Explain the importance of maintaining an accurate inventory of valuable possessions, including serial numbers, purchase dates, purchase prices, and even photos of the inventory.

History: The insurer needs to have an accurate account of the client’s insurance and claims. 

Insurance premiums are based on how long the client has had uninterrupted comprehensive insurance and take the client’s claim history into account. Ensure that the insurer has the correct details on file.

Immediate action: Advise clients to begin documenting any incident or loss immediately. Timeliness ensures that details are fresh and accurate. Emphasise the need for true, complete, and exact information about the incident and the claimed items.

Procedural adherence: Ensure that clients are well-versed in the specific procedures for filing claims as outlined in their policies. This helps avoid potential complications.

The client’s role

Education goes beyond simply providing accurate information. It is important that clients understand that the maintenance of their buildings and all items therein can affect their insurance claims. They should ensure that they maintain their assets in an initiative-taking manner. For instance, when it comes to weather-related claims, insurers will determine whether the claimant’s roof tiles were properly fitted and sealed, gutters were regularly cleaned, and whether there was any prior wear-and-tear damage to roofs before a claim is approved.

In summary, brokers play a vital role in shaping their clients’ insurance experiences. By educating clients on the significance of thorough documentation and providing them with effective strategies, you can significantly enhance their claims process. Asset registers, organised record-keeping, and adherence to these tips will not only strengthen your clients’ insurance claims but also solidify your reputation as a knowledgeable and trustworthy insurance broker and ensure that your client’s valid claims are paid-out. Remember, your guidance can make all the difference in ensuring a successful short-term insurance claim.