Flip Insurance claims: How to get paid faster

<div class="blog_content-intro"><p>Let’s be honest—no one ever wants to think about getting injured, let alone making an insurance claim. But here at Flip, we want to make sure that if the unexpected happens, you know exactly how to make everything easy so you can focus on getting back on your feet.</p></div>

<div class="blog_content-intro"><p>This article shares detailed info about claiming with Flip, including insider tips straight from our claims team, so you’ll be ready to submit the right info and get paid fast.</p></div>

Claiming with Flip: what to know before you go

Claiming with Flip is straightforward and easy, but you can speed things up if you’re prepared. 

1. Download the app

Make sure you have the Flip app downloaded before you head out—it’s where all claims are processed. If you need to claim, the app provides clear prompts for uploading photos and documents, filling in details and providing medical evidence. Everything is designed to be straightforward, easy and secure.

Plus, you can instantly verify whether your cover was active at the time of the accident so you won’t waste time on claims that won’t be covered.

2. Know what evidence you’ll need

Having the right evidence is the key to smooth claims. Think ahead and be ready to gather photos, medical reports or witness details if available. Below, we detail exactly what you’ll need to provide—keep this in mind for peace of mind when you're out and about.

3. Be mindful of the 14-day rule

Whether it’s a sprain, break, or something more serious, the first step is always getting medical help as soon as possible. But remember, to be eligible to claim, you need to visit a registered doctor no later than 14 days after the accident.

4. Know which health professionals count

To claim with Flip, you need to see a registered medical practitioner, such as a GP, surgeon or dentist. Unfortunately, physiotherapists, chiropractors and other allied health professionals don’t count for claim approval, so make sure a Registered Doctor handles your injury diagnosis.

If your injury only needs physio, you’ll still need to see a registered doctor first for eligibility. This helps us determine the severity and the required treatment for accidental injuries. Flip only provides cover for physio that’s required for your recovery of an accidental injury, not for treating old injuries that have flared up or wear and tear injuries like tennis elbow.

Your step-by-step guide to Flip claims

We hope you never get injured and need to make a claim, but if you do, we’re here to make it painless. No complicated forms, just an easy-to-follow process through the app. If you do suffer an accidental injury while your cover is active, here’s how it works:

What our customers say about our claims process

Our customers love how simple, fast, and stress-free the claims process is with Flip. Here’s what they have to say about their experiences:

Casey:
It was a simple process putting in the claim as I had all the documents I needed. Everything made sense. Both claims were approved in under two hours. The team at Flip was so quick and efficient - it was incredible.

‍Bodhi S:
The claim process is exceptionally easy to navigate and all information for the process explained. My claim was processed and approved within a couple of hours.

Carter G:
Flip were incredibly easy to work with and the process of putting in a claim is super simple.

Daniel M:
The claim process is as straightforward as it could possibly be!

Why claims sometimes get rejected

We approved 92% of claims received in the 2023-4 financial year, and we genuinely want to pay yours too. But here are the top three reasons claims get rejected:

• Didn’t see a registered doctor within 14 days: This includes people that only saw a physiotherapist, and didn’t get their injuries diagnosed by a registered doctor. 
• No medical evidence provided: We need proof from your medical practitioner that your injury was severe enough to require a covered treatment or we can’t approve your claim.
• The cover was not active when the accident happened: Sometimes people make a mistake and think they had cover when they didn’t, but we have had instances where people lie about the date of their accident. By the way, this is fraud and it's a crime!

Detailed guide to collecting the right evidence

One of the most common reasons for delays in paying claims is when people don’t submit enough evidence. We pay claims on the same day when all the right evidence is included and everything stacks up. 

Here’s what you’ll need:

1. Proof of accident date

What can you show us that proves the accident happened at the time you say it happened? Here are some ideas:

• ticket or payment receipt to an event
• ski lift pass
• Strava screenshot 
• witness statement
• time-stamped photos of the accident scene or injury
• medical reports.

2. Medical evidence

What can you show us that proves you saw a Registered Doctor within 14 days and that your injury was caused by an accident (and wasn’t just general wear and tear)?

• Get a medical report from the doctor that includes dates, doctor’s details, patient name and diagnosis.

3. Proof of treatment required

We need confirmation that your injury requires the treatment your benefit relates to. You can usually find this in your:

• hospital or emergency department discharge summary
• specialist referrals 
• diagnostic imaging referrals
• diagnostic imaging reports e.g. ultrasound or x-ray report
• doctor’s report that includes details about your diagnosed injury, how it happened and the treatment required
• physio treatment plans that describe the injury that you are being treated for, the number of sessions recommended and how many sessions you’ve had. But don’t forget to see a registered doctor within 14 days first to be eligible for a claim.

Fingers crossed you never need this info

We hope you never have to make a claim, but if you do, we’re here to ensure it’s as smooth and quick as possible. Want to hear more? Explore real-life stories from our customers and see how Flip helped them get back on their feet.

Meet Casey | Snowboarding shoulder injury

Meet Nathan | Snowboarding concussion story

Meet Amira | A Flip Insurance Sport Case Study