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Claims Questions Answered

We understand that submitting an insurance claim may raise questions about the process, documentation, assessment, and next steps.

This page answers some of the questions we receive most frequently. If you need further assistance, our Claims Team is available to help.

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General Questions

General Questions

You should notify Codino Insurance as soon as reasonably possible after becoming aware of an insured event or circumstance that may give rise to a claim. Prompt notification helps us begin the assessment process without unnecessary delay.

Claims may be reported through our online claims portal or by contacting the Claims Team using the available reporting channels listed on our website.

Yes. Once your claim has been received, it will be acknowledged and assigned a claim reference number for future correspondence.

Yes, where appropriate. Depending on the circumstances, we may require evidence that the person submitting the claim is authorised to act on behalf of the insured or beneficiary.
Documentation

Documentation

The required documentation depends on the type of insurance and the circumstances of the claim. Please refer to our Required Documentation page for detailed guidance.

You should still notify us as soon as reasonably possible. Additional documentation may be submitted during the assessment process if requested by your Claims Officer.

Yes. Photographs and supporting documents may be uploaded through our digital claims submission process or submitted using other approved methods where applicable.
Assessment

Claim Assessment

Every claim is different. The timeframe depends on factors such as the complexity of the incident, the availability of supporting documentation, and whether specialist assessments are required.

Where necessary, inspections may be carried out by a Claims Officer, loss adjuster, assessor, engineer, medical professional, or another appropriately qualified specialist.

Claims are assessed in accordance with the applicable policy wording, terms, conditions, exclusions, underwriting information, and the supporting documentation provided.
Settlement

Claim Resolution

If your claim is accepted, settlement or another appropriate resolution will be arranged in accordance with the applicable policy or bond terms.

Your assigned Claims Officer will contact you and explain the additional documentation or clarification needed before the assessment can continue.

Yes. If a claim is not accepted, we will explain the outcome based on the applicable policy wording, supporting information, and the assessment conducted.
Specialty Claims

ERM Insurance, ESG Insurance & Financial Guarantee Bond (FGB)

Yes. Claims arising under ERM Insurance may be reported through the same claims reporting channels used for our other insurance products. The assessment will be conducted in accordance with the applicable policy wording and supporting documentation.

Yes. ESG Insurance claims may be submitted through our claims reporting process. Depending on the nature of the claim, additional documentation relating to the insured event may be requested during assessment.

Claims or notifications relating to a Financial Guarantee Bond (FGB) are assessed in accordance with the terms of the applicable bond, supporting contractual documentation, and any additional information required during the assessment process.
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Answers When You Need Them

Understanding the claims process helps you prepare the right information and know what to expect at every stage. Whether your claim relates to personal insurance, commercial insurance, or specialty insurance, our Claims Team is ready to provide guidance and support.

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