The direct answer

How do I start an insurance claim?

Contact the insurer through its official claims channel, quote the policy number and explain the event. Ask for the checklist and deadlines for that benefit. Submit the requested documents, keep copies and obtain a reference number. The insurer assesses the claim against the policy terms.

Start with the right checklist

Requirements depend on the claim and policy. A hospital claim, a critical illness claim and a death claim will not necessarily use the same form. For AIA policies, the official self-help page lists servicing and claim channels.

  • Confirm who is authorised to submit the claim.
  • Ask whether notice is required before planned treatment.
  • Record the date, official contact channel and claim reference.
  • Ask which originals are required and which copies are accepted.

Organise a claim folder

A useful folder can contain the policy schedule, insurer correspondence, completed forms and the evidence requested for your claim. Depending on the event, that evidence may include hospital bills, discharge information, medical reports or death-related documents. Obtain the insurer’s exact list instead of relying on a generic checklist.

Keep sensitive records out of a general website enquiry. Use the insurer’s approved submission channel and keep a log of what you sent and when.

If a claim is delayed or declined

Ask for a written explanation, the relevant policy clause and a list of any missing documents. Start with the insurer’s complaints process. If the issue remains unresolved, consult IRCSL’s current policyholder complaint guidance for the appropriate escalation route.

Keep your complaint factual: the policy and claim references, a short timeline, the decision you received and the outcome you are requesting. An adviser can help organise a query; they cannot promise a payout or override the insurer’s assessment.

Related questions

How long will my insurance claim take?

There is no single timeline for every claim. Ask the insurer for the timeframe for your claim type and whether all required documents have been received. Keep a record of follow-up dates.

Can I send medical documents through this website?

Please use your insurer’s official secure channel for medical records, identity documents and claim evidence. The consultation form is for a brief general enquiry.

Sources & further reading

Official sources checked on 23 September 2026. Insurer pages describe that insurer’s products; the policy issued to you governs your cover.

These educational guides were prepared with AI assistance from the linked public sources. They have not been represented as personally reviewed by an insurer or regulator. Read the editorial approach.