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Making an insurance claim

A guide to making an insurance claim for Irish consumers

When making an insurance claim, your first step is to check your full policy (not just the summary) so you know exactly what is covered and which policy to claim under. Contact your insurer quickly, follow their advice and make sure the value of your claim is higher than your excess. An excess is the amount you pay yourself when you make a claim – for example, if your excess is €100 and the repair costs €300, your insurer only pays €200.

Insurers must keep you updated under the Consumer Protection Code and explain any refusal in writing. This page also outlines how claims work for personal injuries, what to do if an uninsured driver is involved and why underinsuring your home or contents can reduce the payout you receive. It also explains the process for mortgage protection, income protection, serious illness, life insurance and health insurance complaints.

What should you do first when making a claim?

Once you’ve checked your policy, keep in mind that the same loss may be covered under more than one policy. For instance, if your money is stolen while you’re on holiday, you could be covered by both your all‑risks household policy and your travel insurance.

You cannot claim under more than one policy for any loss. Consider which policy to claim against, taking into account the excess on each policy and the amount each respective policy will pay on the claim. 

Step-by-step procedures for making a claim

General insurance claims steps:

  1. Call your insurer or broker as soon as you discover a problem. Many have a free emergency helpline.
  2. Give brief details of the claim and request a claim form.
  3. Follow the advice given by your insurer or broker. For example, if your home is damaged, they may suggest emergency repairs – always check if these costs are covered.
Top tip
For larger claims (e.g. buildings claims), you may want to hire an assessor to negotiate with your insurer. Assessor’s fees are not covered by your policy. An assessor works for you, while a loss adjuster works for the insurance company.

Things to consider before making a claim

  • Check the excess you must pay. Claims below the excess cannot be made.
  • If the claim amount is small, consider whether it is worth claiming, as you may lose your no-claims discount and find it harder to shop around for cover at renewal.

What is a no-claims discount?

A no‑claims discount is a reduction in your premium for every year you don’t make a claim.

How must your insurer deal with your claim?

Under the Consumer Protection Code, insurers must:
  • Have a written procedure for dealing with claims
  • Help you make a claim and keep you informed of new developments within 10 working days
  • Let you know their decision on your claim within 5 working days of making a decision in respect of your claim
  • Explain in writing if your claim is not settled in your favour, including how to appeal
Top tip

If you make a genuine mistake and give inaccurate or incomplete information in the application process, the insurer cannot use this to avoid paying a claim. Fraudulent information allows the insurer to cancel the policy and refuse payment. 

An insurance company cannot automatically refuse a claim on the basis that the claim was not notified to them within the timeframes set out in the policy document if it does not negatively impact them.

Claim settlement

  • Your insurer will consider your claim and decide if your policy covers the costs or damage.
  • You can accept or negotiate the settlement.
  • Claims are usually settled by cheque payable to you or to your lender if the policy is arranged through your mortgage.

How long does it take to settle a claim?

There is no set timeframe; it depends on the type of claim and may require expert opinions.

Personal injury claims – what do you do if you have an accident?

In personal injuries cases your insurer must give you details of the Injuries Resolution Board. You can contact them directly, without an agent such as a solicitor, when making a personal injury claim.

If you have an accident involving another party:

  • Report the matter to the Gardaí immediately.
  • Advise your insurer straight away.
  • Contact the Injuries Resolution Board and/or get legal advice.

You do not have to accept the insurer’s offer. You can refer your claim to the Personal Injuries Resolution Board, which helps make the process less expensive. You can apply directly on Injuries Resolution Board or use their app. If you reject the Injuries Board assessment, you may take your claim to court – consider legal advice.

Some policies include a ‘legal expenses clause’ for legal services. Check your policy before paying for services.

If someone is claiming against you

  • Insurers do not have to inform you of the outcome and can settle without your consent.
  • Stay in contact with your insurer, especially the claims manager.
  • If you disagree, contact the claims manager and customer complaints department. Follow the complaints procedures.

If you have an accident with an uninsured driver

Top tip

If your car needs repairs, you can claim on your insurance to cover the cost. You may use an approved repairer from your insurer’s panel or choose your own, such as a trusted local mechanic.

Before deciding, check your policy’s terms or contact your insurer to confirm the repairs are covered and to check any claim limits.

Could you get less money than you claimed for?

If you have underestimated the value of your home or contents, your claim may be reduced due to an ‘average clause’. For example, if you insure contents worth €40,000 for just €20,000 and they are destroyed, you will only get €20,000. Even if you claim €10,000, you may only get €5,000.

Making different insurance claims

How do you make a mortgage protection claim?
  1. Notify your insurer or broker that the policyholder is deceased.
  2. Complete a claims form accurately.
  3. Get your paperwork in order – provide documentation such as the original policy, certified death certificate and will if available.
How do you make an income protection claim?
  1. Check your deferred period – you cannot claim until this period has passed.
  2. Complete a claim form accurately.
  3. Get your paperwork in order – submit supporting documents (medical certificates, proof of earnings, assessments).
How do you make a serious illness cover claim?
  1. Check your policy to see if the illness and severity are covered.
  2. Complete a claims form accurately and submit medical evidence if required.
  3. Get your paperwork in order – provide original documents (policy, birth certificate, etc.). If you cannot provide originals, contact your insurer or broker for alternatives.
How do you make a life insurance claim?
  1. Contact the deceased person’s insurer or broker (or employer for employee benefits) to find out what paperwork is required.
  2. Find out what you are entitled to – review bank statements and contact lenders and the employer for details of any additional cover.
  3. Get your paperwork in order – you will need policy documents and a copy of the death certificate.
How do you make a health insurance complaint?
  1. Check the excess and allowable expense – if the excess is more than the medical cost, you cannot claim.
  2. Make the claim as quickly as possible – check your policy for time limits.
  3. Get your paperwork in order – contact your insurer or broker for required documentation.

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