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Claims Process

How to File an Insurance Claim

Follow this step-by-step guide to submit a claim and receive compensation for covered incidents

Understanding the Claim Process

Filing a claim with LLOYDS Insurance is designed to be straightforward and transparent. Before we dive into the specific steps, it's important to understand the overall process and requirements.

Key Information Before Starting:

  • You must have an active insurance policy at the time of the incident
  • Claims must be filed within 60 days of the incident
  • You'll need to provide transaction IDs and blockchain evidence
  • The wallet filing the claim must be the same as the insured wallet

Step 1: Verify Your Coverage

Before filing a claim, verify that your policy covers the specific incident and that your policy was active when the incident occurred. You can check your active policies in the "My Covers" section of your dashboard.

Coverage Verification Checklist:

1

Log in to your LLOYDS Insurance dashboard

2

Navigate to "My Covers" to see your active policies

3

Check the coverage details to ensure your incident is covered

4

Confirm your policy was active at the time of the incident

Common Exclusions

Check that your incident is not excluded from coverage. Common exclusions include:
• User error or phishing
• Market volatility
• Incidents before policy activation
• Undisclosed pre-existing vulnerabilities

Step 2: Gather Evidence

Collect all relevant documentation and evidence related to the incident. This will be required to substantiate your claim and ensure proper processing.

Required Documentation:

1

Transaction IDs

All relevant transaction hashes related to the incident

2

Blockchain Evidence

Screenshots or links to block explorers showing the incident

3

Date and Time

Exact date and time when the incident occurred

4

Affected Asset Details

Names, amounts, and values of affected crypto assets

5

Incident Description

Detailed explanation of what happened

Tips for Documentation

• Save all evidence in a dedicated folder
• Use clear file names with dates
• Take multiple screenshots of blockchain evidence
• Include details from both before and after the incident
• Record any official announcements about the incident

Step 3: Connect Your Wallet

To file a claim, you'll need to connect the wallet that holds or held the affected assets. This wallet must match the one associated with your insurance policy.

Wallet Connection Process:

1

Navigate to the "File a Claim" section in your dashboard

2

Click the "Connect Wallet" button if not already connected

3

Select your wallet provider (MetaMask, WalletConnect, etc.)

4

Approve the connection request in your wallet

Important Note

You must use the same wallet that was used to purchase the insurance coverage. If you no longer have access to this wallet, please contact our support team immediately.

Multiple wallets? Select the one associated with your policy.

Step 4: Select Affected Policy

After connecting your wallet, you'll need to select which of your insurance policies was affected by the incident. This helps our system process your claim correctly.

Policy Selection Process:

1

View the list of active and expired policies associated with your wallet

2

Select the specific policy that covers the affected assets

3

Review the policy details, including coverage amounts and exclusions

4

Confirm your selection to proceed to the claim form

Date Verification

Ensure that the incident occurred during the active period of your policy. Claims for incidents that happened before or after your policy term may be rejected.

Incident date must fall within policy period.

Step 5: Fill Out Claim Form

Complete the claim form with all the relevant details about the incident. Be as thorough and accurate as possible to expedite the claim assessment process.

Required Form Fields:

1

Incident Details

Date, time, and detailed description of what happened

2

Affected Assets

Token names, amounts, and their value at the time of the incident

3

Evidence Uploads

Transaction IDs, block explorer links, and screenshots

4

Recovery Wallet

The wallet address where you want to receive compensation

5

Additional Comments

Any other relevant information about the incident

Evidence Tips

• Upload files in JPG, PNG, or PDF format
• Each file should be under 5MB
• Label each file clearly
• Include transaction hashes and links
• Provide clear, readable screenshots

You can save and continue later if needed.

Step 6: Submit Claim

After completing the claim form, review all information for accuracy, then submit your claim. You'll need to sign a transaction with your wallet to verify your identity.

Submission Process:

1

Review your information for accuracy

2

Click the "Submit Claim" button

3

Sign the transaction with your wallet (no gas fee required)

4

Receive confirmation of your submission with a unique claim ID

Once Submitted

Your claim will enter the assessment phase. You can track its status in the "My Claims" section of your dashboard.

No gas fees!