Most people buy insurance hoping they will never need to use it. But when something does go wrong, an accident, a hospitalisation, a death in the family, the claim process is the moment that determines whether your insurance was worth buying.
This guide walks through the claims process in Nigeria: what to do immediately after a loss, what documents you need, and what your rights are if something goes wrong with your claim.
The single most important rule: notify your insurer as quickly as possible.
Every insurance policy in Nigeria has a notification requirement. If you experience an insured event, an accident, a theft, a hospitalisation, a death, you are required to notify your insurer within a defined period. This window varies by policy type, but for motor insurance it is typically within 24 to 72 hours.
Failing to notify promptly can give an insurer grounds to complicate or reduce your claim, even if the loss is genuine and the policy is valid.
Do not wait until you have gathered all your documents. Notify first. Documents can follow.
Motor insurance claims: what to do at the scene and after.
At the scene:
- Do not move your vehicle from the accident scene before the police arrive if there is injury or significant damage involved.
- Get a police report. This is almost always required for a motor insurance claim. Request it at the nearest police station.
- Take photographs of all damage, all vehicles involved, and the scene itself.
- Get the contact details of all parties involved and any witnesses.
- Do not admit liability or make any payment at the scene.
After:
- Notify your insurer by phone or WhatsApp as soon as possible.
- Submit a completed claim form.
- Provide: the police report, photographs, your vehicle registration documents, your insurance certificate, your driver’s licence, and any repair estimates.
- The insurer will assign a loss adjuster to inspect the damage before authorising repairs or a payout.
For theft claims:
- Report the theft to the police immediately and obtain a police report.
- Notify your insurer within 24 hours.
- Provide: the police report, proof of ownership, your insurance certificate, and your vehicle registration documents.
Health insurance claims: planned treatment vs emergencies.
For planned (elective) treatment: Pre-authorisation is required for most specialist consultations, diagnostics, and planned surgical procedures. Contact your HMO before the appointment to get approval. Turning up at the hospital without pre-authorisation for covered services can result in your claim being rejected.
For emergencies: In a genuine emergency, go to the nearest hospital. You do not need pre-authorisation first. Notify your HMO as soon as possible after emergency treatment begins, most plans require notification within 24 to 48 hours of emergency admission.
Submitting a health claim for reimbursement: If you used an out-of-network hospital in an emergency, you may be reimbursed (subject to your plan terms). You will need: all original receipts and invoices, a discharge summary or medical report from the treating doctor, your HMO ID card details, and a completed reimbursement form.
Life insurance claims: what beneficiaries need to know.
A life insurance claim is made by the beneficiary, the person named in the policy to receive the payout.
Documents typically required:
- The original policy document
- A certified copy of the death certificate
- Proof of identity for the beneficiary (government-issued ID)
- A completed claim form from the insurer
- Bank account details for the beneficiary
- In some cases: medical records confirming cause of death
The beneficiary should contact the insurer directly. If the policyholder’s records are at a broker or intermediary, contact them for guidance.
Practical advice for policyholders: Tell your beneficiaries about the policy now. Give them the policy number, insurer name, and contact details. Keep a copy of your policy document somewhere your family can access it. A claim cannot be made on a policy no one knows exists.
What to do if your claim is delayed or rejected.
Claims in Nigeria are sometimes delayed and occasionally rejected. Knowing your rights makes a difference.
If your claim is delayed: Ask your insurer for a written update on the status of your claim and the reason for the delay. Under NAICOM guidelines, claims should be settled within a defined period once all documents are received. Keep a record of every communication.
If your claim is rejected: Ask for the rejection in writing with a full explanation of the grounds. Review your policy document against the stated reason. If you believe the rejection is unjustified, submit a formal written appeal to the insurer’s complaints department.
If your appeal is unsuccessful: You can escalate your complaint to NAICOM, the National Insurance Commission. NAICOM has the authority to investigate complaints against licensed insurers and can compel action where a valid claim has been improperly rejected.
A note on fake insurance certificates.
If your motor insurance certificate cannot be verified on NAICOM’s portal, it is not a valid policy and no claim will ever be paid from it. The Nigeria Insurers Association runs active campaigns on this because it is a widespread problem.
Always verify your certificate at the point of purchase. Verdure certificates are NAICOM-registered and verifiable.
Making a claim is never pleasant, but it should be straightforward. If you are a Verdure customer and need help with a claim, contact us directly, by phone, WhatsApp, or email. We will walk you through every step.
Contact our claims team →
