Reporting a claim

Your peace of mind and your trust are of paramount importance to us. We know that making a claim can be a daunting experience, so we're here to help make the process as smooth and straightforward as possible. By providing comprehensive support and fast response times in line with your needs, we aim to minimise the impact on your business.

Whether you are a private customer, a business, a broker, or a partner, you will find all the information you need to report a claim here. And don't forget, our team of experts is on hand to guide you through the process.

Your contacts to report a claim

Assistance claims

Cours de Rive 2 CH - 1204 Genève Geneva +41 (0)22 819 44 00

All other claims

Rue Jacquet-Droz 43b CH - 2300 La Chaux-de-Fonds La Chaux-de-Fonds +41 (0)32 911 12 12

An avalanche in the Swiss mountains.

Your peace of mind is at the heart of our endeavours.

Frequently asked questions about reporting a claim

How do I report a claim to TSM if I am a direct customer?

As a general rule, you should carefully document the loss or damage and take photos wherever possible. Always keep the damaged goods until the evidence has been assessed. Note down the name, address and phone number of all parties involved. Email us with all the relevant information and photos.
You'll find all our forms on our Documents page.

How do I report a claim to TSM if I go through a broker?

Follow the steps below if you are claiming through a broker:

1. Contact your broker
Inform your broker of the incident or claim as soon as possible. Provide all relevant details, such as the nature of the incident, the date, the time and the circumstances surrounding the event.

2. Prepare the necessary documents
Your broker will probably ask you to provide certain documents to support your claim. These may include photos, police reports, invoices, receipts, or any other relevant documents relating to the incident. Make sure that you have these documents to hand.

3. Fill out the claim forms
Your broker will guide you through the process of filling out the claim forms, which may vary depending on the type of claim. Make sure that the requested information you provide is accurate, and that no details have been omitted.

4. Submit the claim
Once you have filled out the claim forms, send them to your broker who will forward them to TSM on your behalf. Remember to ask your broker for confirmation of receipt of your claim.

5. Work with your broker
Your broker will be your main point of contact throughout the claim settlement process. He or she will work closely with you and TSM to ensure the expeditious handling of your claim. Make sure you keep in regular contact with your broker and provide any additional information that may be required.

How to report a claim to TSM as a broker

As an insurance broker, you play an essential role in your customers' claims reporting. Here are some general steps you can take to report a claim on behalf of your customer.

1. Get in touch with your customer: Ask to receive all relevant details such as the date, the time and the nature of the claim, as well as any additional information that may help in the filing process.

2. Document details of the claim: Carefully note all details relating to the claim including loss or damage suffered, the circumstances surrounding the incident and any other relevant information. Take photos if possible, as these may serve as evidence when dealing with the claim.

3. Check the insurance policy: Carefully review your customer's insurance policy to understand the specific coverage and any exclusions relating to the claim. That will help you determine whether the claim is eligible for compensation.

4. Contact TSM: Get in touch with us to report the claim. Give us all the relevant details that you have collected and follow their specific claim reporting procedures.

5. Stay in touch: Keep in regular contact with us to ensure that the claim is on the right track. Keep your customer informed of how the process is progressing.

6. Facilitate exchanges of information: As a broker, you can help facilitate information exchanges between us and your customer. This may include forwarding additional documents or clarifying required information.

7. Manage claims: Coordinate the claims process between your customer and TSM. Make sure that all necessary evidence and documents are provided in support of the claim.

8. Maintain follow-up until the final settlement: Follow the process through to the final settlement. Make sure your customer receives the appropriate compensation and help them resolve any problems that may arise.

How long does TSM take to process a claim?

There is no hard and fast rule, and the time required may vary considerably depending on a number of factors, such as the nature of the claim, the complexity of the situation and any specific procedures that may apply. In general, the process can take from a few days to a few weeks. Here is a rough estimate of the various stages and their duration:

1. Reporting the claim: This should be done as soon as possible after the occurrence of the event. This step should preferably be carried out online. It usually takes from a few minutes to an hour.

2. Initial assessment: Once the claim has been reported, a TSM claims specialist will assess the situation and the insurance cover. This assessment may take anything from a few days to a week, depending on the extent of the loss or damage.

3. Gathering documents and information: TSM may request additional documentation, such as repair estimates, invoices, photographs, witness statements, etc. This stage therefore depends on how quickly you can provide the requested information, but it may take a few days to a few weeks.

4. Detailed assessment: Once it receives the documents and information, the insurer examines them in detail in order to properly assess the loss or damage. This stage may take a few days to a few weeks, depending on the complexity of the claim and the workload.

5. The decision: Once the assessment is complete, TSM will decide on coverage and compensation. This stage may vary depending on the situation, but may take a few days to a few weeks.

6. Compensation: If your claim is accepted, TSM will then process payment of the agreed compensation. This may take a few days to a few weeks.

Please bear in mind that these timeframes are only a guide and may vary depending on your specific situation and the circumstances of the case. If you have any queries about the handling of your claim, you should contact your claims handler directly for details.

How do I find out about the status of my claim?

To find out about the status of your claim, you should contact your claims handler directly. They should be able to give you exact information on how your claim is progressing. Here are a few things you can do to facilitate the procedure:

1. Find your case number: Check whether you received a case number when you reported the claim. It will help you track how your case is progressing.

3. Get in touch with your contact person: Give them all the details, including your name, policy number and case number and explain that you would like to know the status of your claim.

4. Ask specific questions: Once you are in contact with a TSM representative, ask specific questions about the status of your case. You can ask about the status of the damage assessment, whether additional documentation is required, or when you can expect a final decision.

5. Take note of the information: Take detailed notes of the conversation, including the name of the representative, the call date, and the details about how your claim is progressing. This will be useful if you need to refer to the information later.

Remember that there may be delays in processing claims, depending on the complexity of the situation and the workload. If you have any concerns about the handling of your claim, you can ask to speak to a supervisor or customer service manager for further assistance.

Who will handle my claim?

A team of specialists at TSM and its subsidiaries will take charge of your case to ensure that your claim is handled swiftly and efficiently. As a rule, you will be assigned a contact person and a claim number when the case is registered.

How will my claim data be processed?

Our page dedicated to Privacy Policy and Data Processing explains how we use and process your personal data when providing our services, in compliance with the Swiss Data Protection Act (DPA) and, where applicable, the EU General Data Protection Regulation (GDPR). Please refer to these documents for further information.

We value your privacy and take confidentiality of your data to heart.

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