A claims handler has the responsibility of reviewing a submitted claim, by reviewing the policy documentation and determining if a claim can be accepted. If it is accepted then they'll also arrange the payment.
If you've submitted a claim then we'll pass all the information you've included over to a claims handler. They'll check to see what you're covered for and make sure any documents or evidence you've shared fits the bill. In some cases, they'll need to reach out to you if they need any additional information or evidence to help process your claim.
When they have all of the information they need it will typically take around 10 business days to review a claim. There are occasions when it will take longer based on the complexity of the claim and the workload of the claims handler. Once a decision has been made they will reach out to let you know the outcome and explain why that is the case, so keep an eye on your emails.
If your claim is accepted, then you can expect to receive payment within 5 working days.
Onsi contracts a third party to work as our claims handlers so while we do have a close relationship and access to some information about each claim, we can't always provide updates ourselves. Typically, it's best that you ask any questions to the claims handler directly but if you have any concerns, then get in touch.