Can the insurance company require additional documentation?

When you report damage – whether it concerns car, home or travel insurance – it's common to wonder how far the insurance company can go in requesting documentation. In practice, this is about one thing: The company must have a sufficient basis to assess whether the damage is covered, what the correct compensation is, and whether there are circumstances that affect the settlement. Below, we explain what they typically can request, why, and what you can do to ensure a smooth process.

Why does the insurance company ask for additional documentation?

Insurance is a contract, and the terms describe what information is needed to process a claim. When something is unclear – for instance, the cause of damage, timing, who is responsible, or how extensive the damage is – the claims adjuster will often request more documentation in order to make a correct decision.

This is also part of the company’s obligation to make a diligent assessment and a way to prevent incorrect payouts and insurance fraud. At the same time, they should normally not ask for "more than necessary"; the request should have a clear relevance to the case.

What documentation can they request?

What is requested varies with the type of damage and coverage (full coverage, partial coverage, liability, contents, etc.), and terms can vary between companies. Nonetheless, some types of documentation are common:

1) Damage report and description of the incident

In the case of a traffic accident, a clear damage report is often the most important document. It should describe the course of events, damage to vehicles, time and place, and should be signed by the parties where possible. When both parties agree on the facts and sign the same version, it makes it easier to avoid follow-up questions later on.

With Skademeldinger.no, you can fill out the damage report together with the other party, sign digitally and share one common, locked version – ready to be sent to the insurance company.

2) Photos and videos

• Damage to both vehicles (close-ups and overview shots)
• The accident scene (road markings, signs, visibility conditions, brake marks)
• Details such as tires, rims, lights, mirrors and any loose parts

Photos taken "then and there" often provide the best evidence value. Feel free to take photos before the vehicles are moved, as long as it is safe.

3) Witness information

If there are witnesses, the company may request names, phone numbers and a brief explanation. Witnesses can be crucial when the parties disagree on yielding, speed, lane changes or backing up.

4) Workshop estimate, appraisal or repair documentation

In the event of vehicle damage, the company may request:

• estimate from the workshop
• appraisal (especially in the case of larger damages)
• documentation of completed repairs
• information about previous damages/improvements

This is used to assess the extent of the damage, economically viable repairs and the correct compensation level.

5) Receipts and proof of ownership

For contents and travel insurance, it is common that you need to document value and ownership, for example with a receipt, bank statement, order confirmation or photos of the item.

6) Police report – when is it applicable?

In the event of theft, vandalism, burglary, threats/violence or other criminal matters, the insurance company may request that the case is reported to the police or ask for a report number. The police have information on how to report theft and vandalism here: Police – report theft and vandalism. In traffic, it may also be relevant to contact the police in cases of personal injury, suspicion of intoxication or if the parties do not agree on identity/information.

Can they demand “anything”?

No – at least not without reason. The documentation they request must be relevant to:

• clarify whether the incident is covered by the insurance
• assess liability (especially in the case of automobile liability/liability sharing)
• determine the correct compensation (repair, cash settlement, replacement)

If you feel that the request is unclear or unreasonably extensive, ask for a written clarification of why the information is needed and what deadline applies. This also makes it easier to collaborate effectively.

What happens if you do not provide the documentation?

As a rule, the case may be delayed because the company does not have a basis to determine it. In some cases, it may end with a denial or reduced settlement if the company cannot verify key facts (for example, cause of damage or the value of what has been reported).

A practical tip is to send in what you have, while explaining what may be missing and when you can supplement. Most companies are most focused on progress and clear communication.

This is how to avoid unnecessary back and forth

• Fill out the damage report right away, while you remember details.
• Take many photos (better too many than too few) and save the originals.
• Gather everything in one package: damage report, photos, witnesses, contact info, any receipts.
• Stick to one common version if there are two parties in the same accident – conflicting explanations create standstill.

Skademeldinger.no is created precisely for this: you can fill out together, sign digitally and share documentation easily – so that the insurance company gets a tidy basis from the start.

Bonus, deductible and coverage – why documentation matters extra

In the case of vehicle damage, the issue of liability can affect whether the damage falls under liability (the other party's insurance) or under your comprehensive, and thus the implications for deductible and potential bonus loss. Therefore, the company will often ask for more documentation if there is disagreement about fault, unclear sketches or few photos. What applies to bonus systems and deductibles varies between companies and product types, so always check your terms.

When should you ask for help?

If you find that the case is stalled, or you are unsure what constitutes "good enough" documentation, you can:

• ask the insurance company to specify what is missing
• ask the workshop to assist with damage assessment/estimates
• gather facts with the other party in one common damage report

The last is often underrated: A clear, jointly signed damage report and a good collection of photos can save both parties a lot of time – and gives the company a better basis to make a quick decision.

Sources

• Police – report theft and vandalism
• Finance Norway (industry information on finance and insurance)
• The Norwegian Public Roads Administration (traffic and vehicle information)
• NAF (consumer council and guidance on car ownership)

Note: Advice and documentation requirements may vary between insurance companies and insurance products. In case of doubt, check your terms and request written clarification from the company.