The Claim Journey — ClaimVoice
The claim journey — understand who does what
1. Intimation→2. Survey→3. Documents→4. Investigation, if required→5. Assessment→6. Settlement / decision→7. Escalation if unresolved
Claim intimation
Report the event according to the policy and insurer process. Keep the claim reference and important communication.
Surveyor
Generally concerned with assessment of loss/damage and technical claim assessment. A surveyor is not the same as an investigator.
Investigator
May be appointed where facts or circumstances need examination. Questions can concern the incident, documents, timeline or vehicle use.
Assessment is not approval
A repair estimate, survey assessment and final claim decision are different stages. Coverage and policy terms still matter.
What the policyholder should do
- Keep a timeline.
- Save photographs and documents.
- Ask important requests in writing.
- Do not unnecessarily dispose of evidence.
- Read the policy wording.
When things go wrong
Record delays or disputes specifically and ask what remains pending and what evidence is required.
See the escalation ladder →Important: Exact duties and process can depend on policy wording, applicable rules and facts.