WHY DOES THE INSURER ASK FOR ADDITIONAL DOCUMENTS?

WHY DOES THE INSURER ASK FOR ADDITIONAL DOCUMENTS?

You have already submitted your claim.

Then you receive a message:

“Please provide additional documents.”

Does this mean your claim has been rejected?

Not necessarily.

A request for additional information often means that the insurer needs more evidence before it can complete the assessment.

Why might additional documents be required?

1. Medical information is incomplete

For example, the submitted medical record may not clearly show the diagnosis or treatment recommendation.

2. The submitted documents do not fully explain the treatment

The insurer may need test results, prescriptions, medical reports or other supporting documents.

3. Accident circumstances are unclear

For an accident-related claim, additional information may be required to understand how the accident happened.

4. Financial documents are incomplete

For example, the invoice may not be accompanied by the required detailed statement.

Example

You submit a claim for VND 12,000,000 following an accident.

The medical documents are available, but there is no clear explanation of how the accident occurred.

The insurer may request an accident statement or other supporting information.

This does not automatically mean the claim will be rejected.

It means the insurer needs sufficient information to assess whether the expenses fall within the coverage of the insurance contract.

What should you do?

If additional documents are requested:

✓ Read the request carefully
✓ Provide the documents as soon as possible
✓ Make sure the information is consistent across documents
✓ Keep copies of everything you submit

According to the claims handbook, customers should provide supplementary documents within the specified period after receiving the supplementation notice.

A complete claim file helps the insurer assess your claim more efficiently.