On a tough day, you're not on your own
Insurance proves its real worth when you need to claim. Here we've set out, step by step, what to do, which documents you'll be asked for and how the process works. If you get stuck at any point, all you need to do is call us.
What should you do when something happens?
We've boiled it down to four steps so they're easy to remember in a panic. Take them in order, and we'll sort out the rest together.
Safety comes first
Before anything else, get yourself and anyone with you to a safe place. If someone is hurt, call the emergency medical services; if there's a fire or a gas leak, call the fire brigade. If you're stuck on the road, switch on your hazard lights and place your warning triangle a safe distance behind the car.
Record what happened
After a road accident, fill in the joint accident report form (Kaza Tespit Tutanağı) in full with the other driver. If alcohol is involved, anyone is injured or you can't agree, wait for the police to write the report. At home or at work, don't touch anything: take wide-angle and close-up photos, and don't throw away any damaged items.
Give us a call
Don't worry if you haven't got your policy number to hand; your name is enough. Reach us on 0850 303 28 66 and we'll report the claim and open the file on your behalf. The important thing is not to delay reporting it.
We'll follow the claim together
We track every stage: the loss adjuster's appointment, any requests for missing documents and the payment. If anything gets stuck, we'll let you know before you have to ask.
Please note: don't throw away damaged parts, broken glass or damaged belongings before the loss adjuster has seen them. Checking with us before any repairs start helps make sure the claim is paid in full.
Documents you'll need, by type of insurance
These are the documents asked for most often. The exact list for your claim can vary with the type of damage and the insurer; we'll put together the definitive list and send it to you.
Traffic and Kasko (motor)
- The joint accident report form (Kaza Tespit Tutanağı) or the accident report drawn up by the police
- A copy of your driving licence and the vehicle registration certificate
- Your policy number and number plate
- Photos of the damage, taken at the scene and of the vehicle
- An alcohol test report, if requested
- For theft or broken glass, the report of your complaint to the police station
- The policyholder's IBAN and a copy of their ID for payment
Home and DASK (earthquake)
- Your policy number and the policyholder's contact details
- The date of the damage, how it happened and a short statement
- Wide-angle and close-up photos of the damage
- For a fire, the fire brigade report; for a burglary, the police report
- For water damage, a report from the building management or a plumber
- A copy of the title deed or the tenancy agreement
- Your IBAN and a copy of your ID for payment
Health
- Your policy number and Turkish ID number (T.C. kimlik no)
- A doctor's report or hospital discharge summary
- Test results and prescriptions
- If you were treated at a hospital outside the insurer's network, the original invoice and proof of payment
- For surgery or hospital stays, the pre-authorisation (provision) number obtained in advance
- For treatment after an accident, a statement describing what happened
- Your IBAN for reimbursement
Business and Commercial
- Your policy number and business details
- A written statement of the date of the damage and how it happened
- Photos of the damage and, if possible, a video
- The fire brigade report, police report or other official report
- A list of damaged stock, purchase invoices and stock records
- The tenancy agreement or title deed, and your tax registration certificate
- If you have loss of profits cover, the relevant financial records
Not sure which documents you need? Describe the damage in a sentence and we'll put together a list just for you.
0850 303 28 66What do we do during a claim?
We're not an agency that sells you a policy and steps aside. From opening the claim to the payment, we take on all the correspondence in between.
The decision to pay a claim rests with the insurer and the general policy conditions. Our job is to make sure your claim moves forward complete and on time, and to explain the terms to you clearly.
#hayatboyugüvence
We open the claim for you
We report the claim, get the file number and send you a list of the documents that will be needed right from the start. No gathering paperwork for nothing.
We deal with the loss adjuster
We handle the back-and-forth so the inspection is booked quickly, the adjuster gets the right information and the report isn't held up.
We keep track and keep you posted
We check regularly where your claim stands and tell you about missing documents or delays before you have to ask.
We're with you if you need to challenge a decision
If a claim is underpaid or turned down, we explain the reasons alongside your policy terms and talk you through your right to object and the routes open to you.
Common questions about claims
These answers are general guidance; what actually applies always depends on the special and general conditions of your policy.
The general rule is to report it as soon as possible after you find out about the damage; the general policy conditions set deadlines such as five working days. Reporting late can lead to a reduced payment or even a rejected claim. If you're not sure, call us first and we'll report it straight away.
Yes. Your policy is on our records; your name and Turkish ID number, or your number plate, are enough to report a claim. If you'd like a copy of the policy, we can email it to you.
Fill in the form at the scene, before moving the vehicles and after taking photos. Sketch the moment of the collision in the diagram section, write down both parties' number plate, registration and policy details, and make sure every signature is there. If anyone is injured, alcohol is suspected, public property is damaged or the two sides can't agree, don't fill in the form yourselves; wait for the police.
That depends entirely on the repair terms in your policy. With policies that require an approved garage, going elsewhere can affect the payment; policies with free choice of garage are more flexible. Call us before you leave the car anywhere and we'll check your policy terms together.
Once the loss adjuster's report is complete and all the requested documents are on file, the insurer assesses the claim and pays into the policyholder's IBAN account. How long it takes depends on the size of the damage and whether the paperwork is complete; missing documents are usually what causes the biggest delays.
With Kasko (comprehensive motor insurance), making a claim can affect your no-claims discount at renewal. If the repair cost is low, we can work out together whether it's better to claim or pay for it yourself; just call us before you decide.
Call us first, and leave the rest to us
0850 303 28 66If something happens outside office hours, don't worry: record what happened and message us on WhatsApp or by email. We'll open your claim as soon as the office opens.
Our opening hours
- Monday – Friday
- 08:30 – 17:30
- Saturday
- 08:30 – 14:00
- Sunday
- Closed
Office
Cumhuriyet Mah. Rıhtım Sk.
No: 12 Daire: 5
Üsküdar / Istanbul