Claims support · Pan India — We stand with you at claim time.
Report a claim and our desk takes it from there: documents, surveyors, TPAs and insurer follow-up.
IRDAI Direct Broker Licence No. IRDAI/DB/1258/2025
The process
How the claim process works.
Five steps, one desk. You tell us what happened; we handle the insurer, the TPA and the surveyor.
- 01Step 1 · You
Inform us
Call or use the form below as soon as the incident happens.
- 02Step 2 · Zentura claims desk
We intimate the insurer
We register the claim with the insurer or TPA and share your claim number.
- 03Step 3 · Zentura claims desk
Documents & survey
We give you a checklist and coordinate the surveyor visit.
- 04Step 4 · Zentura claims desk
Follow-up
We chase queries and keep you updated until a decision.
- 05Step 5 · Zentura claims desk
Settlement review
We check the settlement and escalate any unfair deductions.
Claim checklist
Documents you’ll need.
Accident claims
- Claim form signed by the insured or nominee
- FIR or police report (where applicable)
- Medical records and disability certificate
- Death and post-mortem certificates for accidental death
- Original policy document
- KYC and bank details
Health claims
- Claim form signed by the insured
- Discharge summary
- Final hospital bill with break-up
- Investigation reports
- Pharmacy bills with prescriptions
- KYC and cancelled cheque
Motor claims
- Claim form
- Copy of RC and driving licence
- Policy copy
- FIR (for theft or third-party injury)
- Repair estimate and final invoice
- Photos of damage
Property claims
- Claim form
- Fire brigade / police report
- Stock and asset registers
- Photos of loss
- Repair or replacement quotations
- Audited accounts (for BI claims)
Your claims executive confirms the exact list for your policy and insurer when you report the claim.
Our claims promise
We chase the insurer, not you.
One desk handles documents, surveyors and TPAs — from intimation to settlement.
- One desk, start to finish
- Surveyors coordinated
- Settlements checked
- Unfair deductions escalated
Turnaround times
How long should a claim take?
IRDAI sets deadlines for insurers. Knowing them helps you spot a claim that's stuck.
Cashless approval (health)
- Insurers should decide a cashless request within one hour of receiving it from the hospital.
Discharge approval (health)
- Final authorisation for discharge should come within three hours of the hospital's request. We stay on the line with the TPA so you aren't kept waiting.
Reimbursement claims (health)
- The insurer must settle or reject within 30 days of receiving the last document it asked for, and pays interest if it's late.
Motor, property and business claims
- Timelines run from the surveyor's report. We push for an early survey and chase the report so settlement isn't held up.
Rejected or paid short?
What to do if a claim is rejected.
A rejection isn't always the last word. This is the route we follow with you, in order.
1. Ask us to review the decision
- Send us the rejection or settlement letter. We check it against your policy wording, and where the deduction isn't justified we take it up with the insurer on your behalf.
2. Write to the insurer's grievance officer
- A written complaint to the insurer must be answered within 14 days. We help you draft it with the right policy clauses.
3. Escalate to IRDAI Bima Bharosa
- If the insurer doesn't reply in time or you're not satisfied, register the complaint on IRDAI's Bima Bharosa portal or call 155255. See our grievance redressal page for details.
4. Approach the Insurance Ombudsman
- The Ombudsman is free and covers claim disputes up to ₹50 lakh. Complain within one year of the insurer's final reply; complain to the office that covers your area.
5. Consumer commission
- For disputes the Ombudsman can't take up, the District Consumer Disputes Redressal Commission for your area is the next step.
Timelines and limits are from IRDAI's policyholder rules and the Insurance Ombudsman Rules. Your policy wording and the insurer's letters set out your exact rights.
Claim intimation
Report a claim.
For hospitalisation, inform us within 24 hours of admission. For accidents or property loss, inform us immediately and do not dispose of damaged items before the survey.