Cash theft and insurance: why many claims are rejected

Claiming against your insurance company usually doesn’t fail because you’re wrong, but because of avoidable mistakes in how the claim is presented.

Many policyholders believe that “explaining what happened” is enough. In reality, small errors —in documentation, technical approach or strategy— can significantly reduce the compensation you receive.

Below, we explain the 5 most common mistakes when claiming against an insurance company, including a real case following a DANA storm, which clearly shows why these details matter so much.

Mistake 1. Claiming without reviewing the ENTIRE policy (not just the specific terms)

One of the most common —and costly— mistakes is assuming that only the specific policy terms matter.

Many policyholders (and even some brokers) provide the loss adjuster only with the policy schedule, without reviewing the general conditions, where key clauses are often found that can completely change the outcome of a claim.

Real case: DANA storm and waiver of underinsurance

In a claim following a DANA storm, the initial loss assessment applied the proportional rule due to underinsurance, significantly reducing the compensation.

The reason was simple: the adjuster had only reviewed the specific policy terms.

After examining the general conditions, it became clear that the policy included an explicit waiver of underinsurance. Once this clause was correctly argued, the proportional rule was removed and the client obtained over €25,000 in additional compensation.

These situations are directly related to how underinsurance affects insurance claims, a far more common issue than most policyholders realize.

They are also linked to the proportional rule in insurance, which cannot always be applied automatically, even though insurers often do so without fully reviewing the policy.

Mistake 2. Failing to properly document damages from the start

Another frequent mistake is assuming that the adjuster will identify all damages during the inspection.

In practice, if a damage is not documented from the beginning (photos, videos, invoices, technical reports), it is very likely that it:

• will not be included in the assessment
• will be undervalued
• or will be considered non-existent

That is why initial documentation is a cornerstone of any solid claim. We explain this in detail in the importance of documentation in insurance claims.

A well-documented claim doesn’t argue — it proves.

Mistake 3. Accepting the first valuation without reviewing it

Many insurers issue a conservative first valuation, especially in complex claims such as:

• DANA storm damage
• fires
• mixed water and mud damage
• claims involving multiple policies

Accepting this first offer without analysis often closes the door to future claims.

This problem appears frequently in undervalued loss assessments, where:

• key items are omitted
• repair timelines are unrealistically shortened
• standard criteria are applied without analysing the specific case

This recurring pattern is analysed in depth in undervalued insurance loss assessments.

Mistake 4. Not monitoring deadlines or reacting to insurer silence

When an insurer stops responding, many policyholders believe nothing more can be done.

However, silence is not neutral. In many cases, it precedes:

• an implicit denial
• a silent reduction of compensation
• or closure of the claim due to exhaustion

Knowing what to do when your insurer does not respond is essential to prevent your claim from being lost due to inaction.

It is also crucial to understand policyholder rights and how to enforce them when insurers delay the process without justification.

Mistake 5. Not seeking help when the claim becomes technical

Many policyholders wait too long trying to handle a claim that has already become complex.

When issues such as:

• underinsurance
• proportional rule
• special policy clauses
• disputes between loss adjusters
• conflicts between multiple policies

arise, the claim stops being “administrative” and becomes technical.

At this stage, failing to seek professional help often results in compensation far below what is actually owed.

If you have already made one of these mistakes

Making one (or several) of these mistakes does not mean your claim is lost.

In many cases, it is still possible to:

• review the full policy (general and specific terms)
• correct the technical approach to the claim
• provide additional documentation
• challenge an improperly prepared loss assessment

We explain the full process step by step in how to correctly claim damages to homes and businesses.

Conclusion

Avoiding these mistakes does not automatically guarantee payment, but it puts you in a far stronger position to defend your claim.

The DANA case clearly shows that a single overlooked detail can cost tens of thousands of euros, and that properly reviewing the policy and technical approach makes the difference between accepting an unfair settlement or claiming what you are truly entitled to.

These are the kinds of cases we analyse every day at MataSeguros, helping policyholders reopen claims that seemed closed and secure compensation aligned with the real damage suffered.

Have you been affected by underinsurance, the proportional rule, or an undervalued assessment?

We review your policy, loss assessment and compensation to determine whether there is real room for a claim.

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