Part of that customer-focused approach is to provide guidance to clients at different points, so they don’t find themselves in the rare situation of their claim being rejected. Only about 4% of claims from our clients are declined – a number that defies many client expectations – and both Hans and Bibi have clear pointers to how to avoid that happening.
“My advice to clients is to always know your policy – even before you need to make a claim,” says Bibi. “Also, do not hesitate to consult your account manager to get a good understanding of what to do if you are ready to submit a claim.”
Timing is also important. There are clear limits, for example, on maximum extension periods and the timelines to file a State of Default Report. “After the due date on the invoice passes, in general we expect clients to take 60 to 90 days to try to work things out with their customer before they declare a non-payment notification to us,” says Hans. “We establish mechanisms to explain to clients what to do and remind them to send us the appropriate documents in good time to ensure that they receive indemnification. But it is critical to get the initial claim in on time or request an extension period.”
“We never want a claim to be denied because it is filed late but the fact is that lack of documentation received by us within the required timeframe is the most common reason that a claim is rejected,” highlights Bibi.
Hans has further advice for those anticipating that they might need to make a claim one day. “When you enter into any kind of trade, whether with a known customer or a new one, make sure everything is very well documented. Always get a contract signed before you make a deal and keep track of all your invoices, due dates and delivery notes, so as not to miss deadlines or lack the documentation as required in the policy,” he says.
“That helps avoid the need to file a claim in the first place but if you do need to do so, then it helps us to assess it quickly – and give you the answer, ‘Yes, you’re covered’,” Hans outlines.