The claims process
The insurer is not responding: how can you move the claim forward?
Identify the decision that is missing, request a reasoned update and distinguish a service complaint from a dispute about liability.
Establish what is still outstanding
Create a short list of unresolved points. Has the insurer accepted responsibility? Which medical or financial records has it requested? Is a report being awaited, or has a promised response date passed without explanation?
Check that requested information was actually received. An adviser can then ask for a decision on the specific issue, rather than allowing the insurer to refer indefinitely to a general ongoing investigation.
Ask for a timetable and reasons
Request a written explanation of what remains to be done and when a response is expected. Dutch claims handling standards provide useful context for reasonable communication, but they should not be confused with every statutory deadline or with automatic entitlement to the full amount claimed.
Keep promises, reminders and replies in one chronology. Clear records help distinguish an unavoidable wait for evidence from avoidable inactivity.
Request payment for established loss where appropriate
If part of the loss is already sufficiently supported, ask whether that part can be addressed while other issues continue. See interim payments. An unresolved future-income question should be distinguished from immediate expenses that the insurer already accepts.
Explain financial urgency with evidence. Avoid threatening arbitrary consequences or assuming a complaint guarantees a payment; ask what concrete decision is needed.
Escalate the right issue
A service complaint concerns handling or communication. A substantive disagreement may require further evidence, negotiation, mediation or a suitable court procedure. Not every claimant can use every external complaints body against another party’s insurer, so eligibility should be checked.
If the issue involves an employer denying responsibility, see the existing work injury liability article. If you are considering changing adviser, read changing representation so deadlines and evidence are preserved during any transfer.
For delays after a road collision, the traffic accident guide helps separate the accident investigation from the assessment of losses. After a truck collision, truck accident legal support can help clarify which vehicle, company or insurer information is still outstanding.
Before following up on a delayed response
- Identify the unanswered question and the date it was sent.
- Check which documents have been requested and supplied.
- Ask whether the dispute concerns liability, medical evidence, the amount claimed or payment.
- Request a specific next step and expected response date.
- Keep the correspondence in date order and discuss time-sensitive issues with your representative.
Questions you may still have
Does delay mean the insurer must pay everything I ask for?
No. Delay may justify a complaint or further action, but liability and the amount of loss still require assessment.
Should I immediately start court proceedings?
Not automatically. The disputed issue, available evidence, proportionality and costs should be assessed before choosing a procedure.
Sources and legal context
General information about Dutch personal injury claims. Some source material is in Dutch. Your circumstances may require a different assessment.
This guide explains general principles. It is not a decision on liability or the value of an individual claim.