Insurance Claims Process in Ireland: Steps, Timelines, and Dispute Options
Making an insurance claim in Ireland follows a structured path set by the policy contract, the Consumer Insurance Contracts Act 2019, and Central Bank conduct rules. Property and motor claims are usually handled directly with the insurer. Most personal injury claims must go through the Injuries Resolution Board (IRB) (formerly PIAB) before court proceedings. Disputes that cannot be resolved with the insurer may be taken to the Financial Services and Pensions Ombudsman (FSPO) or, where appropriate, the courts.
General Steps for a Non-Injury Claim (Motor, Home, Travel, etc.)
- Secure the scene and document the loss
Ensure safety, call emergency services if needed, and record photos, videos, witness details, and (for road incidents) other-party insurance information. - Notify the insurer promptly
Report within the time limits in your policy. Late notice can complicate a claim, though genuine mistakes or reasonable delays are treated under the duties in the Consumer Insurance Contracts Act rather than automatic rejection for minor lateness alone. - Submit evidence
Claim form, policy number, photos, repair estimates, receipts, medical notes if relevant, and any Garda or incident report. - Assessment
The insurer investigates and may appoint an assessor or use approved repair networks. Under Irish consumer insurance law, insurers and consumers have mutual duties in claims handling, including fair dealing and proportionate responses to non-disclosure or misrepresentation. - Decision and settlement
The insurer accepts, partially accepts, or declines the claim in writing. Settlement may be cash, repair, or replacement according to the policy. If you disagree, use the insurer’s internal complaints process first. - Escalation if needed
Unresolved complaints can go to the FSPO (subject to its eligibility rules and time limits) or to court.
Digital portals and apps are widely used for first notification and document upload; peak periods after storms or major events can still slow response times.
Personal Injury Claims: Injuries Resolution Board
Almost all personal injury claims arising from road traffic accidents, workplace accidents, and public liability must be submitted to the Injuries Resolution Board before you can issue court proceedings (unless the claim is settled early with the other party or their insurer). Medical negligence claims follow different routes.
Typical IRB path:
- Complete the Board’s application and pay the prescribed fee
- Provide a medical report on the injuries
- The respondent (often an insurer) is notified and has a set period (commonly 90 days) to consent to assessment and/or mediation
- If the process proceeds, the Board may offer mediation and/or issue an assessment of compensation
- Either side can accept or reject the assessment; rejection (or refusal to participate) can lead to an authorisation to issue court proceedings
Mediation is intended to resolve suitable cases more quickly than full assessment or litigation. Statutes of limitation still apply; lodging a complete application with the Board generally pauses the limitation clock while the Board process is ongoing—confirm current rules for your claim type.
Dispute Resolution Routes
| Route | Role | Typical cost to consumer |
|---|---|---|
| Insurer internal review | First formal challenge to a decision | Free |
| Injuries Resolution Board | Assessment/mediation for most PI claims | Prescribed application fee |
| Financial Services and Pensions Ombudsman (FSPO) | Independent complaints about regulated financial service providers | Free |
| Courts | Litigation after other routes or where required | Court and legal costs possible |
The FSPO can examine complaints about claim handling, delays, and settlements within its monetary and jurisdictional limits. Time limits for bringing a complaint apply; check current FSPO guidance before the deadline expires.
Regulatory Context
- Consumer Insurance Contracts Act 2019 — Sets duties for pre-contract disclosure, claims handling, proportionate remedies, and related consumer protections.
- Central Bank Consumer Protection Code — Conduct standards for regulated insurers, including fair treatment and communications.
- Insurance Compensation Fund — Protects eligible policyholders if a non-life insurer fails. The Fund levy on relevant premiums was reduced in stages; the Central Bank has set the levy to 0% from 1 January 2027 following earlier reductions (including to 1% from January 2026). Firms that passed the levy on as a separate charge are expected to reflect the change in documentation and billing.
- Government insurance reform programmes — Ongoing policy work aims to improve transparency, address costs in the claims chain, and support more efficient resolution of personal injury claims.
Practical Tips
- Report early and keep a written log of every contact with the insurer.
- Provide complete evidence the first time; incomplete files cause most avoidable delays.
- Read the policy definitions of covered events, excesses, and exclusions before arguing scope.
- For injury claims, follow IRB procedures before issuing proceedings.
- If the claim is declined, request the decision in writing and the internal appeals route, then consider FSPO eligibility.
- Independent advice (broker, solicitor, or loss assessor) can help on complex or high-value claims; assessor fees are usually paid by the claimant unless otherwise agreed.
Frequently Asked Questions
What is the first step after an incident?
Document the loss, ensure safety, and notify your insurer (and the IRB process for personal injury) within policy and statutory timeframes.
What documents are usually needed?
Claim form, photos, estimates/receipts, incident or Garda report if any, and medical evidence for injury claims.
How long do claims take?
Straightforward motor or property claims can settle in weeks or a few months. Personal injury timelines vary widely: IRB mediation or assessment is designed to be faster than full litigation; contested court cases can take years.
What if my claim is denied?
Use the insurer’s complaints process, then the FSPO if eligible, or court where appropriate. The insurer should explain the reasons in writing.
Can late notification automatically void a claim?
Not automatically for every minor delay. Duties under the Consumer Insurance Contracts Act and the policy wording govern the consequences; material prejudice and fraud are treated differently from honest late notice.
Do I need a solicitor for every claim?
Not for simple first-party property claims. Legal advice is more often used for personal injury, disputed liability, or large commercial losses.
The Irish claims process separates ordinary policy claims (handled by the insurer under contract and consumer law) from personal injury claims (channelled through the Injuries Resolution Board before court). Efficient outcomes depend on early notice, complete evidence, and correct use of internal review, the IRB, and the FSPO. Always check current policy terms, IRB guidance, and FSPO time limits for your specific case.
Read more:
Injuries Resolution Board Timelines
Insurance Claims Process Ireland