Insurance Claim Rejected in Turkey? Ways to Object and the Insurance Arbitration Commission

You reported a loss, sent the documents and received a negative answer from the insurer. Either the claim was rejected outright or the payment was lower than you expected. This is frustrating, especially when you are not yet familiar with how things work in Turkey, but it is often not the end of the road. First you need to understand the reason properly, then choose the right way to object. This guide sets out the general steps. Every file is assessed under its own policy conditions, so work through the details with your agency.

Ask for the reason in writing

A rejection or reduced payment should come with a reason. Instead of relying on a phone explanation, ask for it in writing. A written reason helps you see what is missing or disputed and becomes the key document in any later objection.

Rejections usually rest on one of these grounds:

• the view that the loss arose from a risk not covered by the policy,
• an exclusion or special condition in the policy,
• missing or inconsistent documents, reports or statements,
• a difference between the loss adjuster’s report and your own assessment of the amount,
• a condition that existed before the policy started, or an incomplete declaration.

Compare the reason with your policy

Once you have the written reason, open the relevant part of your policy. Does the clause cited really apply to your case? Do you have the document said to be missing? Does the adjuster’s report match what happened? Read the special conditions too. In a comprehensive car insurance file, for example, a special condition on garages, deductibles or permitted drivers may be the real reason for the decision.

Sometimes the only problem is a missing document: an incomplete accident report, missing photos or an invoice. Supplying it may lead to the file being reassessed without a long dispute.

Rejection and underpayment are not the same

With an underpayment, the dispute is usually about the amount: parts prices, labour, loss of value, contents values or how a deductible was applied. Ask for the calculation in detail and compare it item by item with your own documents. If your policy has a deductible or co-payment, the explanation often lies there.

A written objection to the insurer

If you disagree with the reason, the first formal step is usually a written objection to the insurer. Insurers’ customer relations or complaints units review these. When preparing it:

1. State your policy number and claim file number.
2. Explain briefly and clearly why you disagree.
3. Attach supporting documents: photos, invoices, reports, garage assessments and, if needed, an independent opinion.
4. Keep a record of when and through which channel you submitted it.

Your agency can resubmit the file to the insurer and ask for a further review. The decision is still the insurer’s, but a complete and well-organised file can make a difference. Keep photos, reports, invoices and every message from the insurer in date order, and after phone calls note who you spoke to and what was said.

What is the Insurance Arbitration Commission?

The Insurance Arbitration Commission (Sigorta Tahkim Komisyonu) is a body set up to resolve disputes between insurers and policyholders or beneficiaries outside the courts, through expert arbitrators. Applications can be made for disputes with insurers that are members of the Commission. You are expected to have applied to the insurer about the dispute first, which is another reason why a written objection matters.

Application conditions, fees, time limits and how binding decisions are all set out in legislation and can change. Before applying, read the current information on the Commission’s official sources and review your file with your agency. We deliberately do not quote time limits or amounts here, because incorrect information could cost you your rights.

Other routes

Disputes can also be taken to the courts. Which route suits your file depends on the nature and size of the dispute. If you are considering legal action, get advice from a lawyer, ideally one who can work with you in English. If your kasko includes legal protection cover, check which costs it pays and on what conditions.

Reducing the risk of rejection from the start

• Give complete and accurate declarations when buying the policy.
• Report losses promptly and photograph the scene.
• Fill in reports carefully and completely.
• Wait for the insurer’s approval before starting repairs.
• Keep all correspondence and documents in one folder.

If you have a rejected or underpaid claim, call +90 530 375 89 61 or message us on WhatsApp, with support in English. We will read the reason and your policy together and discuss which next step makes sense.