Received a request for further documents? Here is how to work out what is missing, respond precisely and keep the claim organised.
Do not send the whole file straight away
Read the request and separate a genuinely new document from one already sent, and from a question calling for an explanation. A focused reply makes it easier to track what has been received.
Build a response table
For each item, record what was requested, what is attached and what is missing. If a document does not exist, do not invent one; explain and ask whether an alternative exists.
- The name of the document
- The date of the document
- The number of pages
- The file name
- How and when it was sent
Privacy and relevance
Medical documents go only through the official channel. Check that the request relates to examining the claim and that the file does not contain pages belonging to another person or information that is not connected.
Confirm receipt
After sending, keep the confirmation and make sure the material has been attached to the claim number. If the request affects a handling deadline, update your tracking record.
Frequently asked questions
We received a request for further documents — what comes first?
Read the request in full and separate a genuinely new document from one already sent, and from a question calling for an explanation. A focused reply is better than resending the whole file.
What do we do if a requested document does not exist?
Do not invent one and do not leave a blank. Explain in writing why the document does not exist and ask whether an accepted alternative is available.
How long do we have to answer a request?
The deadline is usually stated in the request itself. Failing to reply in time is one of the most common causes of delay and even refusal, so it is worth replying even partially — stating what will follow.
Do we have to resend documents already sent?
Only if it turns out they were not received. It is better to state in writing when and how they were originally sent, and attach the proof of delivery.
How do we send medical documents safely?
Only through the insuring body's official, secure channel. Check that the file does not contain pages belonging to another person or information not relevant to the claim.
Official sources for further checking
This is general information and does not replace personal medical, legal or insurance advice. Eligibility is determined by the documents and rules that apply to each case.
