What to Keep in an Insurance Claim Record

Update note

Published with general Moneysmart claim guidance and the no-claims-handling boundary checked on 8 August 2026.

Why this matters

Moneysmart explains that a person may decide whether to make an insurance claim after something happens, and that the Product Disclosure Statement and policy terms can help explain whether a policy may cover an event. That is a reminder that record-keeping and eligibility are different jobs. A clear incident note can preserve the date, source and questions, while the insurer or broker process addresses what happens next. The best record is not the longest one; it is one where a reader can tell what was observed, which document supports a fact and what has not yet been confirmed.

Key points to carry into the work

Preserve original documents and factual notes before trying to summarise them for someone else.
Label a photo, receipt or message with its source and date where you can do so accurately.
Keep questions and observations separate from statements about cover, fault, liability or likely payment.
Record who you contacted and what document or reference they provided, without treating a conversation as a final decision.

A factual incident record

01Date the observation
02Link policy sources
03Keep originals
04Record contact references
05Share selected material

Create a factual claim record

1. Start a dated incident noteWrite what happened in plain factual language, including the date or approximate time if known. Mark anything you are unsure about as needing confirmation rather than completing the gap with a guess.

2. Link the current policy materialFind the schedule or certificate and the relevant policy wording you already have. Save the document version and date so a later reader can distinguish it from a prior policy or renewal notice.

3. Keep original supporting materialStore photos, receipts, repair information, correspondence and other material in their original form where possible. A label can help retrieval, but it should not change what the source says.

4. Keep a contact trailRecord the date, contact channel, reference number and the factual next step from an insurer, broker or other relevant party. Do not describe an enquiry as approval, acceptance or payment unless a formal source says that.

5. Review the record before sharingChoose only the material requested for the purpose at hand and check that it is the right person or organisation. A well-organised record supports a clearer conversation; it does not authorise disclosure to everyone involved in an incident.

Where Insia fits

The Insia App is ready to deploy for organising policy records, documents, renewal context and selected sharing. It can help a policyholder keep a factual record together, but it is not presented as a claims-handling service and does not decide whether to submit or pursue a claim.

Keep the boundary clear. Insia does not assess coverage, decide liability, lodge a claim, negotiate with an insurer, approve repairs or tell you whether to claim. Those questions belong with the policy documents and the appropriate insurer, broker or licensed adviser.

Checklist

Is the incident note dated and clear about what is known versus uncertain?
Can you find the current schedule or certificate linked to the record?
Are photos, receipts and correspondence retained as source material?
Does each contact entry record a factual reference and next step?
Have you avoided turning a question or conversation into a coverage conclusion?

Sources and scope

Sources support the external context in this guide. Current product capability and availability are explained on the linked Insia product page.

Common questions

Should I make a claim after every incident?

This guide cannot answer that for you. It can help you organise the factual record before you review the policy documents and contact the appropriate insurer, broker or licensed adviser.

Are photos enough for a claim record?

Photos can be useful source material, but a practical record may also include documents, dates, receipts, correspondence and open questions. What is needed depends on the situation and the relevant process.

Can an app tell me whether an event is covered?

No. An app can organise the source material and questions. Cover and claim outcomes depend on the current policy documents and the appropriate human process.

Should I share the whole policy folder after an incident?

Share only the material that is requested and relevant to the purpose, with the correct recipient. Keeping a record organised makes selective sharing easier.

Does Insia manage insurance claims?

No. Insia is software for insurance records and context. It is not a claims handler and does not lodge, assess, approve or settle claims.

Put the context to work

Keep this insurance record in one place.

Explore how the Insia App keeps policies, documents, renewal context and permissioned broker requests together in one iPhone experience.

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