Claims – DirectPolicyLink

How the Claims Process Works

Our streamlined 4-step process ensures your claim is resolved as quickly and fairly as possible.

1

Report Your Claim

Submit your claim online using the form below, call our 24/7 hotline, or use the mobile form on any device. Include all relevant details, dates, and documentation you have available.

2

Claim Assignment

A dedicated claims adjuster who specialises in your claim type is assigned to your case within 4 business hours of submission. You receive their direct contact information immediately.

3

Investigation and Review

Your adjuster reviews all documentation, assesses damage if applicable, and verifies coverage details thoroughly. They keep you informed at every stage with regular status updates.

4

Resolution and Payment

Approved claims are paid within 48 hours via direct deposit or certified check. Your adjuster explains the final settlement calculation in detail before payment is issued.

Types of Claims We Handle

We process claims across all coverage categories. Each type is handled by a specialist adjuster with direct experience in that area.

Property Damage

Structural damage, water damage, fire, and storm-related losses to your home or commercial property handled by certified property adjusters.

Auto Accident

Collision, comprehensive, and liability claims for all vehicle types including electric vehicles, motorcycles, and commercial vehicles.

Medical and Health

HealthGuard Premium claims including hospitalisations, specialist visits, prescriptions, and mental health treatment covered under your plan.

Theft and Burglary

Residential and commercial theft claims requiring police report documentation. We guide you through evidence collection and proper filing procedures.

Natural Disaster

Hurricane, tornado, wildfire, flood, and earthquake claims handled by our catastrophe response team. Priority processing during declared disaster periods.

Liability Claims

Third-party bodily injury and property damage liability claims under home, auto, or commercial policies. Legal support coordination included where required.

Submit Online

File Your Claim in Minutes

Use the form to submit your claim details. Our team reviews every submission promptly and will reach out within 4 business hours with your assigned adjuster's direct contact information.

For urgent situations requiring immediate assistance, call our 24/7 claims hotline:

1-800-555-CLAIM

Photograph and document all damage before any cleanup begins
Keep all receipts for emergency expenses you have incurred
Do not dispose of damaged items until your adjuster has reviewed them
File a police report if the incident involves theft or vandalism
Contact us before undertaking any major repairs to covered property

Claims adjuster assessing property damage on-site

Customer service representative processing an insurance claim

Claim Submission Form

All fields marked with an asterisk are required. We will respond within 4 business hours.

Average response time: 4 business hours

First Name *

Last Name *

Email Address *

Phone Number *

Policy Number *

Claim Type *

Date of Incident *

Incident Location *

Description of Incident *

Submit Claim

Your claim has been received. A dedicated adjuster will contact you within 4 business hours with your case reference number and next steps.

Our Claims Promise

Fast, fair, and transparent — we stand behind every policyholder throughout the entire claims journey.

Professional insurance adjuster reviewing claim documents at desk

Dedicated Single Adjuster

Each claim is assigned to a single adjuster who owns your case from submission to final payment. There are no hand-offs, no re-explaining your situation, and no confusion about who is responsible for your outcome.

Client receiving insurance payment by direct deposit confirmation

48-Hour Payment Guarantee

Once your claim is approved, payment is initiated within 48 hours via direct deposit or certified check — whichever you prefer. We confirm the exact payment amount and method before initiating the transfer.

Claims support team available around the clock

24/7 Claims Hotline

Our claims hotline is staffed by trained claims professionals around the clock, 365 days a year. During declared natural disaster periods, we activate our catastrophe response team for priority case handling.

Be Prepared

Documents That Speed Up Your Claim

Having the right documentation ready when you submit your claim significantly reduces processing time. Your adjuster will guide you through any additional requirements specific to your claim type, but these core items apply to nearly every submission.

Do not wait to gather everything before filing. Submit what you have immediately and provide additional documentation as it becomes available. Our adjusters work with partial submissions and follow up for specifics without delaying your case opening.

Your DirectPolicyLink policy number (found on your policy documents or confirmation email)
Photographs or video of all damage taken as soon as safely possible after the incident
Police report number for theft, vandalism, or any incident involving law enforcement
Receipts, invoices, or estimates for emergency repairs or replacement items already purchased
Contact information for any witnesses, other parties involved, or repair contractors consulted
Medical records or hospital documentation for health and personal injury claims

Organised claims documentation folder with insurance papers

Claims Frequently Asked Questions

Answers to the questions our claims team hears most often from policyholders.

Will filing a claim raise my premium?

Not automatically. Premium adjustments depend on the nature of the claim, your claims history, and your specific policy terms. Your advisor can give you a specific answer for your policy before you file. We encourage you to ask before submitting if you are concerned about renewal pricing.

Can I choose my own repair contractor?

Yes in most cases. While we maintain a network of preferred contractors who offer vetted quality and competitive rates, you are generally free to use a contractor of your choice for property claims. Your adjuster will confirm the specific terms of your policy.

What if I disagree with the settlement amount?

You have the right to dispute any settlement. You may request a re-assessment, provide additional documentation, or invoke the appraisal clause in your policy. Our claims advocate team can represent your interests throughout the dispute process at no additional cost.

How long does a complex claim take to resolve?

Simple claims are typically resolved within 5 business days. Complex claims involving structural damage, litigation, or multiple parties may take 30 to 90 days. Your adjuster provides written status updates every 7 business days until resolution.

Is there a deadline for filing a claim after an incident?

Most policies require claims to be reported promptly, typically within 30 to 60 days of the incident. Contact us as soon as possible after any loss. Delayed reporting can complicate evidence gathering and in rare cases affect your eligibility for full benefits.

File a Claim Quickly and Easily