A. Sentry Solutions are an independent company appointed to provide claims and administration services on behalf of insurers.

A. The documentation required to support your claim will vary depending on the nature of your claim. However, these documents are listed on the claims form.

A. Once we are in receipt of your claim we will issue an acknowledgement within 5 working days. You can also visit visit our portal - the link for which is listed under the 'claims' page.

A. Papers should be sent to:

Sentry Solutions, PO Box 6430, Basildon, SS14 0QT,UK

Please make sure that you:

• Clearly mark your claim reference number on the first page of your papers.
• Refrain from using staples.
• Pay adequate postage costs on the envelope, particularly if you are sending a large envelope.
• Take copies for safekeeping and ideally send them recorded/registered delivery.

A. Yes. However, there are a couple of important notes:

Size

We do not advise sending any emails greater than 2MB in size as these may not be received. If the size of your attachments is larger than this, try breaking them down into smaller sized attachments sent across by several emails.

The size of the attachments is often determined by the resolution settings of the scanner. Black and white at 200dpi should be sufficient.

Accepted File Types

For security reasons, we are only able to accept the following file extensions:

• .pdf
• .jpg

Also, for system security reasons we cannot accept compressed/zipped files.

A. We aim to review correspondence within 5 working days of receipt. For emails, we count the day of receipt as anything received up to 9 a.m. that day. Any new claims will be acknowledged within 5 days of receipt of your claim.

A. We will make a Bank transfer to the nominated Bank Account. Once we confirm settlement, this should appear in your Bank Account within 7 - 14 working days.

A. This will vary between policies so we suggest you always notify us as soon as is reasonably practical.

A. Your account number and sort code are stored within two fields that are encrypted with 128-bit master keys and use the AES (Advanced Encryption Standard) algorithm. Once saved these two fields are masked and can only be viewed by select members of the Accounts Team responsible for making claim payments.

A. All calls are recorded for training and quality control.

A. Your documents will be scanned and the original papers will be kept for a period of 4 weeks and will then be destroyed.