BTLA BROKER / CLAIM REFUSAL OR UNDERPAYMENT
Claim refused or payment too low?
Let's check the reasons for the decision.
We will compare the insurer’s reasons with the policy terms and loss documentation. We will establish the possible scope of brokerage support and agree any necessary legal assistance separately.
DESCRIBE YOUR CASE OR REQUEST A CALL
Let's see where to start.
You can start with a conversation. If you want to describe the case straight away, choose the full questionnaire and prepare the decision and policy.
Call us 32 307 70 37Send an email [email protected]
Urgent deadline? Call us. Do not wait for a response before taking action required in your case. This form does not notify the insurer of a loss.
How would you prefer to start?
Claim refused or payment too low: start with what you need. You can provide further details during our conversation.
Service hours: Mon–Fri, 8:00–17:00
What next? After you submit the enquiry, our team will contact you about it and establish what information is needed for a review.
A topic is enough to start. The BTLA team will agree with you what information and documents are needed.
Service hours: Mon–Fri, 8:00–17:00.
Conversations in Polish or English.
The data controller is BTLA BROKER LEADER sp. z o.o., al. Wojciecha Korfantego 138A lok. 114, 40-156 Katowice. We will use the data provided to handle your enquiry and contact you about it. Details of data processing and your rights are available in the privacy policy. Privacy policy (new tab).
Before you contact us
How much does working with BTLA cost?
We agree the scope of analysis and payment arrangements before starting work together. Sending an enquiry initiates contact; it does not form a contract for paid services. Legal assistance in a dispute is agreed separately.
Where does the broker's remuneration come from?
Before we begin working together, we will explain the remuneration arrangements for your case and whether the client is expected to pay a fee. It is worth distinguishing the cost of the policy itself from payment arrangements for brokerage and legal services.
I have a policy from an agent. Can I bring it to BTLA?
Yes. Your existing policy is a useful starting point for a review. We will check its scope and your company’s current situation. Talking to BTLA does not, in itself, amend or terminate the contract in force.
I am not a BTLA client. Can I submit a case?
You can ask us to contact you. After reviewing the documents, we will establish whether and how we can help and on what terms. We do not guarantee that the insurer's decision will change.
01 / YOUR SITUATION
What needs clarification?
Claim refusal
The insurer relied on an exclusion, a contractual obligation or lack of liability. The starting point is the reasons for the decision and the applicable insurance terms.
Discuss this coverPayment too low
Concerns may involve the repair estimate, omitted work, values used or deductions. It is important to identify exactly what you disagree with.
Discuss this coverNo decision or payment
We compile a chronology of the claim notification, correspondence and additional documents. We check the stage the case has reached and what is still missing.
Discuss this coverFROM THE RESULT TO COVER
It is worth comparing the refusal with what the policy actually says.
The decision’s reasoning, contract terms and evidence are crucial. We check whether the stated exclusion or an alleged breach of obligations match the policy wording and the circumstances of the loss.
BTLA helps organise documents and clarify the matter within the agreed scope of brokerage services. If legal assistance is needed, its scope and terms are agreed separately with the law firm.
Discuss your situation ↑02 / SCOPE OF ASSISTANCE
Brokerage support. Legal assistance agreed separately.
Insurance analysis
Within the agreed scope, we compare the decision with the policy, insurance terms and documentation. We explain the settlement method and identify information that needs to be added.
Discuss this coverContact and documents
We can help organise questions for the insurer and the documentation needed for reassessment. Representation arrangements and further action depend on the authorisations agreed.
Discuss this coverLegal assessment of the dispute
Where a case requires legal analysis, a complaint, legal negotiations or court proceedings, the scope of the instruction, the person responsible and remuneration are agreed separately.
Discuss this coverWho provides legal assistance?
BTLA Legal, Oleś, Drzewiecki. Kancelaria Adwokatów Spółka Komandytowa
al. Korfantego 138 A lok. 114, Katowice
NIP 9542842651 · KRS 0000980377
Telephone: 32 307 70 37 · btla.eu
This is a separate entity from BTLA BROKER LEADER sp. z o.o. and a separate data controller. Referring an enquiry to the law firm requires separate, voluntary consent. You will agree the scope and terms of legal assistance with the firm; submitting an enquiry does not mean an engagement has been accepted.
Submitting an enquiry alone does not mean the case has been accepted for handling. It is not a complaint to the insurer, does not grant a power of attorney and does not suspend deadlines. We do not promise an additional payment or a favourable outcome — the specific circumstances must first be assessed.
03 / PREPARATION
Prepare the documents. You do not need to send them now.
A brief description is enough to start. We will agree a secure way to provide documents after making contact.
Has the loss just happened? First steps →- The insurer’s decision, including its reasons and the date received.
- The policy, insurance terms and endorsements relevant to the case.
- An estimate, photographs, invoices or other evidence of the extent and value of the loss.
- Correspondence, confirmation of claim notification and information on approaching deadlines.
QUESTIONS BEFORE CONTACTING US
Let’s establish what you can expect.
Can you check a policy arranged through another intermediary?
You can describe the matter even if your policy was arranged outside BTLA. After an initial review, we will establish whether we can work together and the scope and terms. We cannot accept every case.
How much does assistance cost?
The cost depends on the scope and terms of cooperation. Brokerage support and any assistance from an advocate require the relevant terms to be agreed before work is commissioned. This form does not order a paid service.
Will submitting the form safeguard a complaint or appeal deadline?
No. Observe the deadlines stated in your documents and retain evidence of action taken. If a deadline is urgent, call; do not delay required steps while waiting for BTLA's response.
Can I send medical records or case files?
Not through this form. Do not provide health information, PESEL numbers or third-party personal data. We will agree a channel for necessary documentation separately.
What might the reasoning mean?
Disputes may concern exclusions, required safeguards, allegations of gross negligence, underinsurance, valuation or missing documents. Identifying a reason alone does not establish whether the decision is correct.
Ask for written reasons, keep confirmations and review a settlement or declaration before signing. Accepting part of a payment and entering into a settlement are different actions — their effects depend on the documents.
Possible next steps include a complaint, the appropriate out-of-court procedure and, potentially, court proceedings. Financial Ombudsman assistance does not automatically cover every business: factors include whether the client is a natural person, including a sole trader. Financial Ombudsman rules.
Deadlines require individual assessment.
The type of claim, dates of receipt and contract wording may affect the deadline. In an urgent case, do not wait for a form response before taking required action.
BEFORE YOUR NEXT RENEWAL
It is also worth reviewing the insurance programme itself.
If the decision concerns underinsurance, explore the simplified mechanism in underinsurance calculator. The result does not establish whether the decision is correct.
TAKE A WIDER VIEW