What must a policyholder expect when submitting a claim to their insurer, according to ICAO?

When a policyholder submits a claim to their insurer, the expectation of being treated promptly and fairly is a fundamental principle outlined by the International Civil Aviation Organization (ICAO) and similar regulatory bodies in the insurance industry. This principle emphasizes that insurers should handle claims efficiently and without unnecessary delays, ensuring that the policyholder receives the benefits they are entitled to under the insurance contract.

Fair treatment includes providing any necessary assistance throughout the claims process and ensuring that the policyholder's rights are respected. This foundational expectation helps to foster trust in the insurance system, encouraging policyholders to feel secure that their claims will be processed in a just manner.

While receiving formal replies, regular updates, and detailed explanations of the claim process may enhance the policyholder's experience and communication with the insurer, the core expectation remains that the insurer treats all policyholders with fairness and expediency. Thus, the expectation of prompt and fair treatment stands as the primary concern when submitting a claim.