What to Do After a Claim
We have gathered the steps to follow in a claim or emergency, by type of insurance. Managing the process correctly helps your claim be settled quickly and fully.
Safety first
In any emergency, your priority is personal safety and the official authorities: 112 (Emergency), 110 (Fire), 155 (Police). The steps below are for information only.
Traffic & Motor Own Damage — At the Scene of an Accident
In a traffic accident your priority is personal safety. Once the scene is secure, gathering the right information speeds up the claims process.
- Ensure personal safety first; call 112 if anyone is injured. Move the vehicle to a safe spot, switch on hazard lights and place the warning triangle.
- Photograph the scene and the damage from every angle (plates, impact points, road and surroundings).
- Note the other party's name, phone, plate and policy/insurer details.
- For material-damage, agreed cases fill in and sign the accident report (amicable/official) together; if there is a dispute, injury or suspected intoxication, call the police/traffic police.
- Notify your insurer or agency of the claim as soon as possible.
- Call a tow truck if needed; direct the vehicle to an authorised/contracted repair shop.
Home & DASK — Earthquake, Fire, Flood, Theft
For a home claim, personal safety comes first, then documenting the damage. Earthquake cover (DASK) is a separate policy.
- Ensure personal safety first; in a fire call the fire brigade (110), in an earthquake/disaster call AFAD (122), and leave the building safely.
- If safe, shut off water/electricity/gas to limit the damage; when it is safe, photograph and preserve the damage.
- For earthquake damage file a DASK claim (ALO 125 or dask.gov.tr); for fire/water/theft notify your home policy's insurer or agency.
- Wait for the insurer's guidance on the loss adjuster (eksper); keep damaged items without disposing of them.
- Keep repair and purchase invoices/documents; in theft also report to the police (155) and obtain a report.
Health — Illness and Emergencies
With health insurance, choosing the right facility and knowing the pre-authorisation process makes it easier for expenses to be covered under the policy.
- In an emergency, go to the nearest health facility without delay or call 112.
- For planned procedures, prefer your policy's contracted (network) hospital where possible.
- Ensure pre-authorisation (provizyon) is obtained from the insurer before admission or surgery; contact the hospital's insurance desk.
- For reimbursement of payments at non-contracted facilities, keep invoices, reports and discharge summaries in full.
- When unsure about any step, confirm with your agency.
Life — Death and Disability
In life insurance the claim is made by the beneficiary. With the right documents the application proceeds smoothly.
- Notify the insurer and your agency as soon as possible.
- Start the application as the beneficiary in case of death, or on the insured's behalf in case of disability.
- Prepare the required documents (civil registry/death certificate for death, medical board report for disability, etc.).
- Complete any additional documents the insurer requests based on the policy and cover.
- Get guidance from your agency throughout the process.
Travel — Domestic & International
With travel insurance most processes run via a 24/7 assistance line. Especially abroad, it is important to call the assistance line before incurring any expense.
- Call the 24/7 assistance line in your policy (always before incurring expenses abroad).
- Go to the contracted facility/service as directed by the assistance officer.
- Keep all invoices, reports and documents; for lost luggage/flight delays obtain an official record from the airline/relevant authority.
- If reimbursement is needed on return, apply to your agency/insurer with the documents.
Not sure what to do?
Let your insurance advisor help. We will manage your claim process together.