tokens: The process starts when a customer submits a claim by sending in relevant documentation . The Notification department at the car insurer checks the documents upon completeness and registers the claim . Then , the Handling department picks up the claim and checks the insurance . Then , an assessment is performed . If the assessment is positive , a garage is phoned to authorise the repairs and the payment is scheduled ( in this order ) . Otherwise , the claim is rejected . In any case ( whether the outcome is positive or negative ) , a letter is sent to the customer and the process is considered to be complete .