Documenting an insurance claim: a practical checklist

Most claim disputes are not about the damage itself but about the evidence. A file that is complete, dated and consistent is usually handled faster and with fewer round trips.

Notify the insurer the way they ask

Check the policy for the notification channel and the deadline. Use the insurer's own form or portal where there is one, and keep the confirmation or reference number.

Photograph everything before anything is repaired or thrown away

Wide shots that show the context, close shots that show the damage, and shots of anything that caused it. Keep damaged items until the insurer has seen them.

Write a short timeline

When the incident happened, what you noticed first, what you did and who you spoke to. One page is enough — add to it as you go.

Keep a correspondence log

Note every phone call with the date, the time, the name of the person you spoke to and what was agreed. Where an answer matters, ask for it in writing.

Read the policy conditions before you assume cover

Look at what is insured, the excess (eigen risico), the exclusions and any deadline for submitting documents. Where wording is unclear, ask the insurer to explain it in writing.

Collect third-party details when someone else caused the damage

Name and address of the other party, their insurer and policy number if known, a police or accident report where relevant, and the other party's written account. Liability claims are usually handled between insurers.

Gather invoices, quotes and valuations

Repair invoices, purchase receipts and, where values are disputed, an independent assessment. Keep everything in one folder, ordered by date.

Cross-border claims

If the damage happened abroad, note the date, the country and the other party's insurer. Keep documents in their original language and add a translation; ask early what your insurer requires.

If your claim is declined or stalls

Ask for the decision and the reasons in writing, and check the policy wording the insurer relies on. Then decide whether to challenge it, escalate it through the insurer's complaints procedure, or — where it applies — take it to the Dutch financial services ombudsman (Kifid).

How we can help

We help individuals and businesses prepare claim files, organise documentation and follow up with insurers, including cross-border matters. See our insurance and claims service, or contact us.