When an insurance claim slows down, clarity is the first thing to go.
Not sure where your claim stands? Start with Claim Pulse.
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Built by a policyholder whose insurer declined her claim. She took it to AFCA. They found in her favour.
the experience of a stalled claim
If your claim has slowed down, you’re probably seeing at least one of these.
These are patterns that often appear when a claim loses momentum. They aren't a diagnosis, but a set of signals worth recognising.
Updates are vague or only happen when you follow up - nothing specific, no timeline, no next step.
Commitments are made - reports expected, decisions promised - and then don't arrive.
You're not sure what's normal and what's a problem - and no one is telling you.
When these patters appear, it's hard to know whether to wait longer, follow-up, or do something else entirely. Claim Pulse names the pattern your answers point to, and one step to take now.
Find out what pattern your claim fits. Start Claim Pulse →
free tool
Claim Pulse — a 5 minute read on how your claim is being handled.
Answer eight questions about what you've actually observed. Claim Pulse names the pattern your answers point to: what that pattern usually indicates, where it tends to lead if nothing changes, and one step to take now. No account required. No personal claim details needed.
8 questions
Instant result
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5 minutes
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What's actually happening behind the scenes
Why a slow claim can be so hard to read
Most policyholders assume a slow claim means something is wrong with it: the policy, the evidence or the decision. Often the more immediate difficulty is simpler. It's hard to see where the claim actually is.
Your insurer manages its side of a claim with structured files, internal timelines and documented communication. Most policyholders manage theirs from memory, scattered emails and whatever was said on the phone. A commitment made on a call is hard to point to later. A date given three weeks ago is hard to compare with the one given today.
That gap is closable.
Clarity
Understanding how claims move through the process, and what the patterns in your claim usually indicate.
Structure
One clear record on your side of the claim: every exchange, commitment and date, in order.
Communication
Factual, specific messages that ask a clear question, without accusation or escalating before you need to.
if your claim has already lost momentum
Insurance Claim Delay Rescue Kit
See where your claim stands and what to do next.
A four-part kit for managing your side of a claim that has slowed down, gone quiet or stopped making sense. Your first session works from your three most recent exchanges with your insurer, and ends with a recorded next step and a date to review it. From there, you keep one clear record as the claim moves.
Qiick Start Guide: Your first session, start to finish: where your claim stands, and one clear next step.
Momentum Tracker: Every exchange, commitment and date in one place, in Excel or Google Sheets.
Delay Decoder: The signals your record can show, the timeframes that may apply to your type of claim, and a clear way to decide what needs attention.
Clarity AI Prompt Library: Optional AI support to help you understand and respond.
$47 AUD - instant access, download immediately
Get your claim moving →
Why I built this
In 2024, while recovering from a serious illness, I was managing two insurance claims: a Crisis Recovery claim and a home insurance claim.
Across both claims, what helped me most wasn't legal expertise or industry knowledge. It was organising my own record: every letter, call and commitment, in order. Once I could see what had happened, I could see what was still unanswered, and write about it clearly.
That record-keeping structure is what the Rescue Kit gives you.
If you're navigating a stalled or disputed claim right now, the Rescue Kit is the system I wish I'd had at the start.
— Jacki James, Founder, Potent Clarity
Understand what's happening before you decide what to do
The Knowledge Centre explains how insurance claims move through the system, what delays usually mean, and what policyholders can do when communication stalls. Every article is drawn from real claim experience and grounded in the standards insurers are actually held to.
claim progress
Insurance Claim Delayed? 7 Signs Your Insurer May Be Stalling
Extended silence, repeated requests, a handler who changes. Any one of these may have an ordinary explanation. Several together can show that a claim has lost visible momentum and the Code obligations gives you objective points to check.
claim signals
How Long Does an Insurance Claim Take in Australia?
General insurers have four months to decide a claim. Life insurers have two months for income protection and six for lump sum benefits. Here is what applies to yours, and how to tell whether your claim is moving or has lost momentum.
communication & escalation
Insurer Not Responding? The Escalation Steps and What Each One Triggers
Escalating is not asking again more firmly. A progress enquiry, a complaint and an AFCA lodgement each start a different clock. Here is what each one obliges your insurer to do.
More articles on claim delays, policy holder rights, and the AFCA process.