Claims Process
NSIA Insurance Claims Process
NSIA Insurance is a customer-focused company. We regard loss handling and claims as our ultimate purpose, and understand that a customer wants to be assured that their premium guarantees indemnity against all losses covered by their subscribed policy.
The goal of our Claims Unit is to promptly pay all properly documented claims covered by the policy within the set time limit. Consequently, we can confidently assure all that NSIA Insurance is able to meet its contractual promises to its customers.
Procedure for maturity claims
We are available 365 days a year to attend to your claims. Our aim is to make the claims process as simple as possible.
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Documentation
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Claims Assessment
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Claims Settlement
Please report your claim to us via the following channels:
Online
Via our website or customer portal
? Documentation
Once we receive notification of your claim, our team would contact you within one business day for further information and guide you through the process by answering any question that you may have. Kindly click below on the type of loss to see details of the document required for your claim.
You are responsible for providing documentation and evidence to prove the nature and amount of loss suffered. Kindly note that delays in providing the required documentation and evidence may lead to delays in the claims process.
We advise that you refer to the policy document to familiarize yourself with the terms and conditions of the policy so as to ensure a seamless process
? Claim Assessment
Depending on the type and size of your claim, we may appoint an adjuster to assess your loss and verify the circumstances surrounding the loss.
Once the claims verification and assessment is completed we would communicate our offer for settlement or a repudiation of the claim depending on the outcome of the process.
? CLAIM SETTLEMENT
An offer for settlement is communicated via a discharge voucher to be executed by the insured or their representatives. On receipt of the executed discharge voucher, we would settle the claim within stipulated timelines.
Please refer to our claims settlement link below for details of our settlement timelines.
What documents are required for processing claims under several policies?
? Motor
▣ Duly completed Claims Form
▣ Repair/Replacement Estimate
▣ Police Report
▣ Copy of Certificate of Insurance
▣ For Total Loss – original vehicle registration documents & keys
? Fire
▣ Duly completed Claims Form
▣ Repair/Reinstatement Estimate
▣ Statement of Claim
▣ Copy of Certificate of Insurance
▣ Photograph of Damaged / Destroyed Building / Items Insured
? Burglary
▣ Duly completed Claims Form
▣ Police Report
▣ Estimate of Claim
▣ Purchase Invoice or Receipts of lost items
▣ Photographs where applicable
? Money
▣ Duly completed Claims Form
▣ Police Report
▣ Estimate of Claim
▣ Copy of cash movement register prior to/after the incident
▣ Copy of Cash Analysis before and after the theft
? Marine Hull
▣ Duly completed Claims Form
▣ Marine Police Report [Interim & Final]
▣ Loss Engineer or Inspection Report
▣ Last record of servicing or overhauling of Boats
▣ Records of last trips carried out with the Boats
? Marine
▣ Duly completed Claims Form
▣ Marine Police Report [Interim & Final]
▣ Loss Engineer or Inspection Report
▣ Last record of servicing or overhauling of Boats
▣ Records of last trips carried out with the Boats
? Life
The following documents are required depending on the type of Life claim:
1. Death
▣ Medical Certificate of Cause of Death
▣ Police Report (if death is by accident)
▣ Means of identification of the beneficiary
▣ Utility Bill of the beneficiary
2. Surrender
▣ Request letter
▣ Means of identification of the beneficiary
3.Total and Permanent Disability or Critical illness
▣ Medical attendance Report
? Life Claim Statement
| Type of Claims | Performance Indicator | Target Timeline | Remarks |
|---|---|---|---|
| Partial and Full Maturity Claim | Claims Process | Within 48 hours | Payment to be made on or before partial/full maturity date. |
| Payment Process | Within 48 hours | From the time of receipt of Discharge Voucher. | |
| Individual Life Death and Termination Claim | Acknowledgement | Within 24 hours | From time of receipt of claim notification. |
| Claims Process | Within 72 hours | From the time of receipt and confirmation of full documentation. | |
| Payment Process | Within 48 hours | From the time of receipt of discharge voucher and full documentation. | |
| Group Life Claim | Acknowledgement | Within 24 hours | From time of receipt of claim notification. |
| Death Process | Within 48 hours | From the time of receipt and confirmation of full documentation. | |
| Payment Process | Within 48 hours | From the time of receipt of discharge voucher and full documentation. |
NB: All hours are working days only (Monday – Friday) and do not include public holidays.
? Non-Life Claims Settlement
| Classification | Performance Indicator | Target Timeline | Remarks |
|---|---|---|---|
| Motor Claims | Acknowledgement | Within 24 hours | Upon receipt of claim notification. |
| Payment Process | Within 48 hours | Upon receipt of executed discharge voucher. | |
| Non-Motor Claims | Acknowledgement | Within 24 hours | From time of receipt of claim notification. |
| Payment Process | Within 48 hours | Upon receipt of executed discharge voucher. |
NB: All hours are working days only (Monday – Friday) and do not include public holidays.
? Procedure for Lodging Complaint
We thank you for choosing to insure with us.
Do you have any unresolved issues or complaints? Kindly follow the following steps
▣ Please contact our Customer Service Unit (CSU) on 01-2718199 or send an email to complaint@nsiainsurance.com to ensure swift resolution.
▣ Where you are not satisfied with the resolution from our CSU or Complaint handling team, Please escalate via email to the Managing Director via enquiry@nsiainsurance.com
▣ In event that you are not satisfied with the outcome of our internal procedure, you may refer the issue to the National Insurance Commission through;
The Commissioner for Insurance,
National Insurance Commission of Nigeria
Plot 1239, Ladoke Akintola Boulevard,
Garki II, Abuja.
Telephone No: (09)2915101
It is important to note that these procedures do not affect your legal rights.
