Claims management: when the policy is put to the test

A claim can be challenging and calls for an approach suited to the nature, frequency and severity of the event.

A claim is when an insurance policy is truly put to the test: it reveals the actual scope of cover and begins the engagement with the insurer and the loss adjusters involved in assessing and settling the claim. This is a sensitive, often technical stage that calls for preparation.

Being prepared means knowing what to do and what to avoid, and gathering data, evidence and documents in an orderly way. Physical damage to assets may be more straightforward to quantify. Business interruption can be more complex, as it depends on the company’s operating model, processes and interdependencies.

For complex claims, support from a professional and, where needed, independent experts can help substantiate the loss and manage discussions with the insurer. Having a policy is the starting point: after a loss, it must be applied carefully through a structured, well-documented process to support a complete and well-founded claim.