Your claim is under investigation. What now?

01. Read the actual request

Save the insurer’s letter and all attachments. Identify what is being requested, the response date and whether a reservation of rights has been issued. Highlight unclear wording so it can be addressed specifically rather than answered by guesswork.

02. Create one dated chronology

Start with the loss and add key events in order: notification, conversations, records supplied, inspections and promised updates. State when a time is approximate. Keep your own observations separate from information provided by someone else.

03. Preserve originals and track what was supplied

Keep original photographs, recordings, emails and documents. Make a simple index of the files sent to the insurer and retain proof of transmission. Do not overwrite original evidence while producing a smaller or annotated copy.

04. Answer accurately and identify genuine gaps

A response should distinguish a missing document from a refusal to provide it. Explain what exists, what has been requested from another party and what cannot be obtained. Seek advice before signing statements or responding to allegations you do not understand.

05. Ask focused questions about progress

A useful update request identifies the last substantive step and asks what remains outstanding. It can request a responsible contact and an anticipated next step without asserting that every delay proves misconduct.

06. Treat deadlines separately

The policy and relevant law can impose obligations and deadlines. Do not assume an ongoing investigation or complaint removes a need to preserve a court claim. Tell your legal professional about every notice and scheduled examination.