How do I make a claim?

Making a claim is easy.

All our claims are lodged online via your dashboard login.

A Make a Claim option appears on the right-hand side menu of each policy. Select this, then follow the prompts that appear to complete the questions.

How long will Initio take to settle my claim?

The time it takes to settle a claim depends on the type of claim and the complexity involved.

The good news? We process straightforward claims quickly — often within just a few days. To help us move even faster, please include as much information and supporting documentation as possible when you lodge your claim.

While some claims may take longer due to their nature or third-party involvement, our experienced team has seen it all. We’ll keep you informed every step of the way and work hard to get your claim resolved as soon as possible.

How do I follow the progress of my claim?

Once you lodge your claim, our team will get in touch to let you know what happens next.

You can track your claim through the Claims page in your dashboard, which reflects the same updates you’ll receive via email from your claims manager.

You can also use this page to upload additional documents, such as photos, quotes, or invoices, to support your claim.

What if I want to withdraw or cancel my claim?

To withdraw or cancel your claim, please reach out to the person you have been dealing with by phone or email.

You can learn more about our claims service here.