Frequently asked questions

Yes, potentially. Not having your own insurance does not automatically prevent you from pursuing the person or entity responsible for the damage. Whether recovery is possible depends on matters such as liability, evidence, the responsible party and the circumstances of the claim. Claim Pilot reviews each matter before accepting it.

No. Claim Pilot is an online-only process. Start your claim online and upload the required documents in your Claim Pilot account. Email is used to notify you and to verify access to your account, not as the way you submit or manage the claim.

The claim is then usually directed to their insurer or claims administrator. Claim Pilot prepares and submits the claim, and manages the follow-up on your behalf. Whether it is admitted, disputed, reduced or rejected remains up to that party.

You may still be able to claim directly from them, depending on the circumstances and their ability to pay. If the responsible party cannot be identified, or there is no practical way to recover, the claim may not be suitable — see When a claim may not be suitable.

It depends on the matter. Typically photos of the damage, repair quotes, the details of the incident and of the responsible party, and signed authority documents allowing us to act. You do not need any of it to start your claim online — if the matter appears suitable we tell you exactly what to upload.

Claim Pilot works on a no recovery, no fee basis. The agreed success fee is only payable if money is recovered, and it is agreed with you before we proceed so you know the cost from the start.

No success fee is due. A success fee is payable only when money is recovered.

No. Third-party claims may be disputed, delayed, reduced or rejected. Claim Pilot does not guarantee that a claim will be accepted, admitted, settled or paid.

It depends on the quality of the documents, the responsible party, the insurer or administrator, and whether liability is disputed. Some claims move faster than others, while some require repeated follow-ups.

Accepted claims typically move through five stages. Claim assessed — you submit your claim details online and we assess the matter for suitability. Evidence gathered — we request the supporting documents and signed authority we need to act. Claim prepared — the evidence and figures are assembled into a claim. Claim submitted — the claim goes to the responsible party or their insurer. Recovery pursued — we pursue it through to settlement.

We tell you when your claim moves between stages, and you can see exactly where it is in your Claim Pilot account whenever you want to check.

No. Claim Pilot manages the administrative recovery process — assessing the claim, organising evidence, preparing and submitting it, and following up with the responsible party or insurer. If a matter requires formal legal work — such as a legal opinion, a summons, litigation or court representation — it falls outside that service and may be referred to an independent attorney.

Your information is reviewed. If the claim appears unsuitable, we will notify you. If it appears suitable for the next step, we will ask you to upload supporting documents and signed authority documents before contacting any third party.