Q: Generally, how long does it take for an insurer to make a decision on a claim?

A: A decision will be made within 4 months of receiving your claim. 

There are certain circumstances where this may not happen, for example: your claim arises from an Extraordinary Catastrophe; your claim is fraudulent (or is suspected to be); you have not responded to inquiries or requests for information; your insurer has difficulty communicating with you due to circumstances beyond their control; or you request a delay in the claims process. In these cases, a decision will be made within 12 months of receiving your claim.

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