Claims
Something has happened.
We take it from here.
We file the claim, follow the file and check the settlement before you accept it.
Office: Monday to Thursday 9.00–14.00 and 15.00–18.00, Friday 9.00–14.00
Outside those hours, urgent cases are handled by your insurer's assistance line.
- Emergencies, 24 hours
- Assistance included in your policy
- We file the claim
- During office hours
- At no extra cost
- It is part of the brokerage service
Who do I call now?
If it is urgent (water, locks, towing or an ambulance), call your insurer's assistance line: it answers at any hour, nights and weekends included. We open the file as soon as the office opens.
First of all: take photos of the damage and do not remove or repair anything until they are done.
How we handle it
- 01Filed the same dayWe open it with your insurer and pass you the file number.
- 02Loss adjustmentIf an adjuster visits (home, premises, warehouse or building) we are there. For cars and motorbikes the garage and the insurer set the figure: we check the report and the amount before it is closed.
- 03Follow-upIf the file stalls, we chase it ourselves and tell you where it stands.
- 04SettlementWe check it before you accept: that it covers, that the figures add up and that the deductible is applied correctly.
What we need from you
With this we file the claim the same day. If anything is missing, we request it ourselves.
Always
- Policy number or the policyholder's ID
- Date, time and place
- What happened, in four lines
- Photos before anything is removed or repaired
Home, premises, warehouse or building
- Photos of the source and of the damage
- Repair quote or invoice
- Meter reading if it is a water leak
- Details of the neighbour or third party affected
Car, motorbike or fleet
- Accident report form or police report
- The other party's plate and insurer
- The garage where you want it repaired
- Photos of how the vehicles ended up
Third-party damage
- Any claim you have received, in writing
- Who is claiming and what they are asking for
- Do not admit liability before talking to us
Health, accident or sick leave
- Medical or emergency-room report
- Sick-leave certificate, if there is one
- Invoices and proof of expenses
Theft or vandalism
- Police report
- List of what was taken, with invoices if you have them
- Photos of the forced door or shutter
- Serial numbers where there are any
The clock that is running
If the valuation does not add up
The insurer's adjuster does not have the last word. There are three routes and we use them in this order.
Your own loss adjuster
You may appoint one. If your report and the insurer's disagree, a third adjuster is appointed and rules within thirty days. That is the contested valuation under section 38.
Complaint to the insurer
In writing to the insurer's customer-care department. It has two months to reply; we draft it and file it for you.
Insurance supervisory authority
If no reply comes or it does not convince, the complaint goes on to the supervisory authority. It is free and does not close the judicial route.
Free of charge
Has a claim been closed and the figures do not add up?
Even if the policy is not ours, we review the file: the policy terms, the adjuster's report and the settlement. We tell you in writing whether it holds up and what room there is to challenge it.
Questions
Do I have to call the insurer myself?
You do not need to. For an emergency, call the assistance line: it is open 24 hours. For the file, call us and we open it, deal with the loss adjuster and follow it to closing.
Will my premium go up if I claim?
It depends on the class of insurance and the amount. Before opening the file we tell you, with figures, whether it is worth claiming.
Is the deductible taken off?
If the policy has one, yes: it is taken off the payout. We tell you how much it is before filing, so you decide with the figure in front of you.
When do I get paid?
The insurer must pay a minimum on account within 40 days and settle once the file is closed. If it is late without cause, default interest runs and we claim it.
Who pays the loss adjuster?
The insurer pays for its own loss adjuster. If you appoint yours, you pay for it; in a contested valuation the third adjuster's fee is split in half.
What if the insurer refuses cover?
We explain in writing what the refusal is based on and, if it does not hold up, we appeal it: first with the insurer and then with the supervisory authority.
If it has just happened, call.
Assistance and customer numbers as published by each insurer; if one changes, Coyfer's still works. The deadlines and the contested valuation come from Act 50/1980 of 8 October on insurance contracts, summarised. Cover for each claim depends on the policy wording and on the insurer's decision.