After you submit a claim, we check the form to make sure all details are filled in and that they are correct. If your order number or email is missing, we may need to contact you, which can delay your claim. We ask for these details as the retailer and its network won’t accept claims without them.
Claims are sent in batches every few weeks. We’ll message you once yours has been sent.
After that, we wait for the network and retailer to process it. This takes time - usually 1 to 3 months - but at times longer. Since we depend on the retailer's process, there’s not much we can do to speed things up.
We stay in touch with the networks to make sure your claim is chased.
The flowchart below shows the steps we follow:
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