Claims: Declaration and Indemnification

What to do in case of a claim?

A claim can occur at any time. The first hours are crucial to preserve your indemnification rights. Here are the reflexes to adopt.

Step 1: Secure and document

Immediate actions

• Secure the premises: cut off the water in case of leak, electricity in case of short circuit
• Call emergency services if necessary (firefighters, police)
• Don't touch anything: do not start repairs before the expert's visit
• Photograph everything: take photos of the damage from all angles
• List damaged items: note each item with its estimated value

In case of theft

• File a complaint at the police or gendarmerie station
• Don't tidy anything: leave the premises as they are to facilitate the investigation
• Get the receipt of the complaint (essential for the declaration)

Step 2: Declare the claim

Legal deadlines

The Moroccan Insurance Code imposes strict deadlines:

Type of claim	Declaration deadline
Water damage	5 working days
Fire	5 working days
Natural disaster	5 working days
Theft / burglary	2 working days

Important: failure to respect these deadlines may result in forfeiture of coverage, i.e. the loss of your right to indemnification.

How to declare

Several channels are possible:

1. Registered mail with acknowledgement of receipt: the safest legally
2. Online declaration: more and more insurers offer a digital customer area
3. At an agency: with delivery of a receipt
4. By phone: for the first alert, to be confirmed in writing

Content of the declaration

Your declaration must contain:

• Your contract number
• The date, time and circumstances of the claim
• The nature and extent of the damage
• The list of damaged or stolen goods
• The contact details of involved third parties (if applicable)
• The complaint receipt (in case of theft)

Step 3: The expertise

When is an expert mandated?

The insurer mandates an expert when:

• The amount of damage exceeds a certain threshold (variable depending on the contract)
• The cause of the claim requires investigation
• Several parties are involved (claim between neighbours)

Course of the expertise

1. The expert contacts you to set an appointment
2. They visit the premises and observe the damage
3. They evaluate the amount of damage
4. They write a report submitted to the insurer

Your rights during the expertise

• Be present during the visit
• Present your invoices and supporting documents
• Make your observations
• Request a counter-expertise if you contest the conclusions

Step 4: Indemnification

Modes of indemnification

Depending on your contract, indemnification can take the form of:

• Cash payment: based on the value of the property on the day of the claim
• Repair in kind: the insurer has the work carried out
• Replacement: for movable goods

Depreciation

By default, indemnification takes depreciation into account: a 5-year-old TV will not be indemnified at the new price. However, some contracts offer a replacement value guarantee (for a higher premium).

Indemnification deadlines

• As a general rule: 30 to 60 days after receipt of all documents
• For simple claims (without expertise): sometimes faster
• In case of natural disaster: deadlines may be longer

Documents to keep

Before the claim (prevention)

• Purchase invoices for your valuable goods
• Photos of your precious items
• Inventory of your goods with estimation
• Insurance contract and general conditions

After the claim

• Photos of damage (taken immediately)
• Complaint receipt (theft)
• Mutual statement of water damage (if applicable)
• Repair estimates
• Invoices for damaged goods
• All correspondence with the insurer

Claims between neighbours: the case of water damage

Water damage between neighbours is the most frequent claim. The specific procedure:

1. Fill in a mutual statement: signed by both parties
2. Each party declares to their own insurer
3. The insurers coordinate via the IRSA convention (Inter-Company Settlement of Accidental Claims)
4. Indemnification is managed between insurers

What if the insurer refuses to indemnify?

Possible refusal grounds

• Claim excluded from the contract
• Failure to respect the declaration deadline
• False declaration at subscription
• Non-payment of the premium

Your recourses

1. Complaint with the customer service of the insurer
2. Mediation: many insurers have an internal mediator
3. Referral to ACAPS: free procedure
4. Court action: as a last resort, with the competent court

Tips to be properly indemnified

1. Declare quickly: do not let deadlines pass
2. Document everything: photos, invoices, testimonies
3. Be precise: in your declaration and your list of goods
4. Don't throw anything away: keep damaged items until the expertise
5. Follow up your file: regularly remind your insurer
6. Know your rights: counter-expertise, ACAPS recourse