Understanding the Claims Process: A Step-by-Step Guide
Making an insurance claim can feel overwhelming—especially when it’s happening during a stressful time, like illness, injury, or the loss of a loved one. At New Vision Financial Services, we’re here to support you through the process and help take the pressure off.
In this blog, we break down the insurance claims process step-by-step, set realistic expectations, and share some tips to make things go as smoothly as possible.
Step 1: Get in Touch With Your Adviser
The first step is simple—contact us. We’ll listen to your situation, guide you on whether you’re eligible to make a claim, and walk you through the next steps. If we helped set up your policy, we’ll already have your details on hand to make things quicker.
The lead time for getting a pre-approval or claim accepted can vary between insurers so we find it to be best practice to begin the process early.
🔍 Tip: Reach out as soon as something happens. The sooner we know, the sooner we can help.
Step 2: Complete a Claim Form
Depending on the type of claim, decides what form you need to complete. We will work this out for you and help you through the process.
Sometimes insurers will need your Doctor or Specialist to complete pages in the claim form as well.
Step 3: Gather Key Documents
As you complete the claim form, we’ll let you know what information the insurer needs.
The most helpful supporting documents are:
Referral letter - This can be from your GP to see a Specialist, to have an X-Ray, MRI etc.
Notes from your Doctor or Specialist - This could outline the diagnosis, recommendation of treatment etc.
Discharge notes - If you had been in hospital.
Estimate of costs - If recommended to have a procedure completed.
ACC notes - if you have an accident and have an ACC claim, the insurer can get important information from any letters they have put together.
If you have any procedures booked already, let us know as soon as possible to try and quicken the claim process.
Proof of income - for income protection claims
Death certificate and legal documents - for life insurance claims
Any other relevant documents specific to the type of cover
Don’t worry—we’ll tell you exactly what’s required and help collect and submit it.
📖 Why Do Insurers Need So Much Information?: The amount of information can feel overwhelming and like the insurers are trying to find a loop hole to get out of a claim, we assure you this is not the case! The main purpose is for the insurer to understand what has happened as much as possible. More often than not we talk to the claims team and they want to accept and pay claims, they just need the information to confirm this is within the policy wordings.
Step 4: We Submit the Claim on Your Behalf
Once we have everything we need, we lodge the claim with the insurance company for you. We’ll make sure the forms are completed correctly and that all supporting documents are in place. This reduces delays and gives your claim the best chance of being processed quickly.
📎 Tip: Keep a copy of any documents you submit, and make sure your contact details are up to date in case the insurer needs to get in touch.
Step 5: The Insurer Assesses the Claim
The insurance company will then assess the claim. This may include reviewing documents, consulting medical experts, or asking for additional information.
We stay in touch with the insurer throughout this process and keep you updated on progress, answering any questions that come up along the way.
⏳ What to Expect: Claims can take anywhere from a few days to a few weeks to process, depending on complexity. We’ll give you a time estimate early on.
Step 6: Claim Decision and Payout
If the claim is approved, the insurer will confirm the payment amount and transfer it to the appropriate party—whether that’s you, a beneficiary, or a trust.
If the claim is declined or delayed, we’ll explain why, and help you understand your options, which may include providing more documentation or appealing the decision.
Our Promise: Ongoing Support
We don’t disappear once the policy is signed—and we certainly don’t leave you alone when you need to make a claim. We’re here to:
Help reduce stress during difficult times
Provide a clear, simple process
Advocate on your behalf with insurers
Tips for a Smoother Claims Experience
✅ Keep your policy documents in a safe, accessible place
✅ Notify us of any major life changes that might affect your cover
✅ Don’t delay—reach out early if you think you may need to claim
✅ Ask questions—we’re here to help!
Need to Make a Claim? Let’s Talk.
If you’re facing a situation that might lead to a claim—or just want to better understand how your insurance works—get in touch. We’re here to walk with you every step of the way.
At New Vision Financial Services, we believe the true value of insurance isn’t just in the policy—it’s in the peace of mind knowing that when it counts, you’re supported.
Nimalka Perera
Business Development Manager
New Vision Financial Services
Plan your future and let us help you have peace of mind along the way.
