Ask for the reason in writing
Request the insurer’s stated reason and the policy term, exclusion or documentation issue they relied on. A written explanation gives you something specific to review.
Compare the decision with your policy
- Policy schedule and certificate
- Applicable exclusions and excesses
- Driver and vehicle-use declarations
- Notification and reporting requirements
- Claim forms, photographs and assessment documents
Check whether information is missing
Some claims stall or fail because required documents, declarations or explanations are incomplete. Ask what additional information can still be considered and by when.
Keep a clear record
Keep copies of emails, forms, reports and dates of conversations. Do not alter documents or provide information you cannot support.
Ask for guidance
If Shieldpoint arranged or supports the cover, we can help you understand the insurer’s response, organise the documentation and follow up where appropriate. The insurer remains responsible for the claim decision.
Claims are assessed by the relevant insurer according to policy terms, exclusions, limits and documentation requirements. Shieldpoint Pillar provides guidance but does not determine claim outcomes.
This guide is for general information only and does not replace insurer policy wording, underwriting terms or professional advice based on your specific situation.