Practical guidance for better preparation.

Practical guide

Preparing a useful claim file

Start with a factual account

Record what happened, when it happened and who was involved. Separate what you observed from what still needs verification.

Organize the supporting records

Keep relevant policies or agreements, correspondence, photographs and supporting records together. Retain originals and avoid altering evidence.

Identify gaps early

Note missing documents and questions that need clarification. Confirm submission requirements and appropriate intake arrangements before sharing sensitive information.

Practical guide

Making follow up more effective

Keep questions specific

Identify the document, decision or clarification you need. A focused question is easier for the appropriate party to address.

Maintain a communication record

Record material updates, outstanding actions and relevant contacts. Keep correspondence with the associated claim records.

Confirm the next requirement

Clarify who is responsible for an action and any applicable deadline. Avoid assuming a claim has progressed without confirmation.

Practical guide

Building a practical response plan

Clarify responsibilities

Identify who records incidents, who preserves supporting information and who coordinates communication.

Review reporting arrangements

Check relevant policy or contractual requirements and document appropriate reporting routes. Review the plan when operations or responsibilities change.

Keep records accessible

Maintain an organized record system with appropriate access controls. Consider what information would be needed to explain an incident accurately.