How do I make an insurance claim?
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.
Key takeaways
- You can lodge a claim online through your initio dashboard.
- You can make a claim at any time once you have an active policy and have experienced damage or loss that may be covered.
- Providing as much information as possible when you lodge your claim helps us assess it faster.
- Photos, receipts, reports and other supporting documents can help with the claims assessment process.
- Once your claim has been submitted, our Claims team will review it and guide you through the next steps.
- You can track your claim progress and communicate with our team through the claims process.
Making a claim with initio
| Step | What happens |
|---|---|
| 1. Lodge your claim | Submit your claim online through your dashboard. |
| 2. Tell us what happened | Provide details about the event and any damage or loss. |
| 3. Upload supporting information | Add photos, receipts, reports or other documents. |
| 4. Claim assessment | Our Claims team reviews your claim and confirms next steps. |
| 5. Resolution | We’ll work with you to resolve your claim. |
Before you start your claim
- Take photos of any damage.
- Keep damaged items where possible until advised otherwise.
- Keep receipts or proof of ownership.
- Report theft or vandalism to police if required.
- Prevent further damage where safe to do so.
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.
If you need an update and there’s no new information on your dashboard, please give our claims team a call on 0800 763 929 or send us an email to [email protected].
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.
Watch our quick guide to making a claim
Frequently asked questions
How do I make an insurance claim with initio?
You can lodge a claim online through your initio dashboard. Follow the prompts to provide details about what happened and upload any supporting information you have available.
How long does an insurance claim take?
The time needed to complete a claim depends on the type and complexity of the claim. Simple claims may be resolved quickly, while more complex claims can require additional assessment, repairs or information.
What happens after I submit a claim?
Our Claims team will review the information provided, assess whether the claim is covered under your policy, and let you know the next steps.
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