Symptoms begin
Health changes; work still attempted or reduced.
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ClaimHub Resources · Process
Claim workflow
Nine connected steps from stage triage through human review, with the emphasis changing as the claim moves from preparation to assessment, review and external dispute.
Work impact
Material duties start to fail — often the true Date of Absence.
Notice
Employer and/or insurer notified. Not the same as a complete claim.
Waiting period
Continuous incapacity must run; breaks can reset the clock.
Assessment
Insurer applies the policy test to the file they hold.
Rejection
Grounds stated — often dates, duties, or missing specialist evidence.
Internal review
Issue-by-issue response with a cure plan.
Ombud complaint
External complaint via NFO.
POPIA access
POPIA and PAIA.
External escalation
Ombud escalation
After the insurer's internal complaint, the National Financial Ombud Scheme is the free ADR route for participating life insurers, including disability and income protection disputes.
Open NFO dispute process →