When you need to claim
Report it the same day. Most of what decides a claim happens in the first few hours — what was photographed, who was notified, what was said at the scene. After that, the paperwork either supports the story or it does not.
The first hour
What to do before anything else, by type of loss. These are the steps that are hard to reconstruct later.
| Claim | Do this first | Then |
|---|---|---|
| Motor | Stop. Make the scene safe and check whether anyone is hurt. Do not admit liability or agree a cash settlement at the roadside. | Report to the police if there is injury, a third party, or a criminal element. Photograph every vehicle, the road, and any damage close up. |
| Medical | Go to hospital. Present your card at a network facility and get pre-authorisation before a planned admission, not after. | Keep every receipt, discharge summary and prescription. Outpatient claims usually need the original receipts. |
| WIBA | Get the employee treated. Record the incident in your accident register the same day, with witnesses named. | Notify us in writing promptly. The employer's report and the medical report are what the claim is built on. |
| Property | Secure the premises and prevent further damage. Do not throw away damaged stock or fittings. | Photograph before anything is moved or repaired. Report theft or burglary to the police and keep the abstract. |
| Life | Notify us as soon as the family is able to. There is no rush on the paperwork and no benefit in hurrying a grieving family. | Death certificate, identification for the claimant and the deceased, and the burial permit. We will tell you what else the underwriter needs. |
Documents, by claim type
Underwriters ask for the same core set every time. Having it ready is the single biggest difference between a claim decided in days and one that drags.
- Motor
- Police abstract, driver's licence, logbook, photographs, repair estimate, and the third party's details if there is one
- Medical
- Claim form, itemised hospital bill, receipts, discharge summary, and the doctor's report for anything beyond outpatient
- WIBA
- Employer's report, accident register entry, medical report, wage records for the injured employee, and the payroll used for the cover
- Property
- Police abstract where theft is involved, photographs, stock or asset records, repair or replacement quotations, and the valuation if there is one
- Liability
- Letter of demand or pleadings, your written account of the incident, witness statements, and any correspondence with the claimant
Send copies, not originals. Originals go missing in transit and are occasionally the only copy.
Who does what
An honest boundary is more useful than a promise nobody can keep. This is the division of labour on every claim.
| Westlake does | The underwriter does |
|---|---|
| Notify the claim to the right underwriter and confirm it has been registered | Assess the loss, appoint a loss adjuster where the value warrants it, and decide liability |
| Tell you what documents are needed, and check them before they are submitted | Interpret the policy wording, apply exclusions, and apply the excess |
| Follow up, in writing, and escalate when a decision is overdue | Authorise repair, replacement or payment, and settle |
| Explain the decision in plain English and set out your options if you disagree | Handle the formal complaint and the regulatory escalation if the decision is disputed |
We cannot guarantee an outcome on any claim. What we can do is make sure it is notified correctly, documented properly, and pursued.
How long it takes
A motor claim with a police abstract, photographs and a repair estimate, where liability is not disputed, is usually decided in days rather than weeks. A property claim with a loss adjuster takes longer. A claim where the facts are contested can take months.
We will tell you which of those you are in once the documents are with the underwriter, and we will tell you when it changes.
If it stalls
Ask us for the date the claim was registered and the name of the person handling it. Those two facts are usually enough to move a file that has gone quiet.
If the delay is the underwriter's, we escalate internally. If you are not satisfied with the outcome, the route is the underwriter's formal complaints process, then the Insurance Regulatory Authority.
Why a claim gets rejected
A rejection is a decision with a reason attached, and the reason is usually specific. Ask for it in writing, quoting the clause the underwriter is relying on. Without that, there is nothing to test and nothing to answer.
These are the reasons we see most often:
- The policy was not in force on the date of the loss. Often an unpaid instalment, or a renewal that was never completed.
- The loss falls outside the cover. Wear and tear, mechanical or electrical failure, and gradual deterioration are excluded on motor policies as a rule.
- An exclusion applies. Driving by someone the policy does not permit, use outside the declared class, or an unroadworthy vehicle.
- Documents are missing. A police abstract, a repair estimate, photographs, or proof of ownership.
- Something material was not disclosed. The vehicle's use, who drives it, or its condition at inception.
- The amount claimed exceeds a limit. The sum insured, a sub-limit, or the excess applied.
Work through it in that order: get the decision in writing, check the dates on the certificate against the date of loss, supply whatever document is outstanding, then use the underwriter's formal complaints process. If that does not resolve it, the Insurance Regulatory Authority is the next route.
One thing worth saying plainly: the underwriter assesses and settles, and we cannot overrule that decision. What we can do is make sure the reason is stated, the documents are complete, and the file is escalated properly rather than left to sit.
Questions we are asked
How soon should I report a claim?
The same day, or as soon as it is safe to. Notification speed affects what the underwriter can verify. A claim reported weeks later is harder to assess and more likely to be questioned, even when it is genuine.
Can Westlake approve my claim?
No. The underwriter assesses and settles. We notify, document, follow up and escalate. We will tell you plainly what the underwriter has decided and why, but we cannot overrule it.
What if my claim is rejected?
Ask for the reason in writing, quoting the policy clause relied on. We will go through it with you, and where the decision rests on a disputed fact we will put your evidence to the underwriter. If it is still unresolved you can escalate to the underwriter's complaints process and then to the IRA.
Do I have to use a specific garage or hospital?
Motor repairs are usually done by panel garages the underwriter approves, though some policies allow you to choose. Medical cover works through a network of hospitals, and going outside it changes what is paid. Check before you commit to a repair or an admission.
Will a claim affect my premium next year?
Usually yes for motor, through the loss of a no-claim discount. For most commercial policies it depends on the claims experience of the whole account. We will tell you the effect before you decide whether to claim.
A claim that has gone quiet is still worth chasing.
If a claim is stuck, send us the claim number and the last thing you were told. We will take it up with the underwriter and tell you where it actually stands.