File review
Bring together the policy, submitted record, insurer communication and transaction chronology. Identify which facts are supported and which need further work.
INDIA → OVERSEAS · INSURANCE SUPPORT
An ECGC notification or claim has a problem. What now?
A late notification, a document query, a pending decision and a rejection are not the same problem. Start with the actual communication, the policy and the dated record.
GGA India · Updated 9 November 2026
WHEN THE INSURANCE PROCESS IS NOT MOVING
Four situations that need different responses.
| Situation | First question | Working task—not a promised remedy |
|---|---|---|
| A notification may be late | Which event triggered the requirement, and what was actually submitted and acknowledged? | Reconstruct the chronology against the actual policy; make the uncertainty and available evidence explicit. |
| The insurer has raised a query | What specific information or explanation is requested? | Map each query to the submitted file, source document, response owner and supporting record. |
| The claim remains pending | What is the latest acknowledged status, and is any item outstanding? | Reconcile submissions, follow-up and responses; establish the next requested action rather than assuming an outcome. |
| The insurer has issued a decision | What does the written decision say, and which reasons are stated? | Organise the policy and evidence relevant to those reasons; identify questions needing appropriate professional review. |
Reconstruct what happened without rewriting it.
Keep the original communications, their attachments and acknowledgements. Identify which version of the claim file was sent, by whom and through which channel. Record the buyer, invoice and shipment references consistently. When documents disagree, log the discrepancy rather than modifying the historical record to make it appear consistent.
An insurer’s stated concern may relate to the cover, transaction, declarations, approvals, dispute, loss calculation or recovery activity. Start with the concern actually raised. A generic explanation about “claim rejection” may miss the reason that matters in your file.
What a controlled response record looks like
ILLUSTRATIVE · NO REAL POLICY OR CLIENT OUTCOME| Field | Illustrative entry |
|---|---|
| Current status | Document query received; no admission or rejection inferred. |
| Issue as stated | The insurer requests the record linking acceptance to the invoiced transaction. |
| File position | The submitted index contains the invoice and delivery record; the acceptance document has not been located. |
| Action owner | Exporter’s relevant operating team checks the original records; GGA tracks the request and file reconciliation. |
| Response boundary | Explain the supported facts and the missing item separately. Do not certify an event from an unsupported recollection. |
| Next event | Obtain the source record or a documented account of the gap, then prepare the authorised response. |
| Outcome | Not resolved. No insurer decision, recovery or deadline extension is represented. |
Where GGA can assist
Response preparation
Prepare the agreed index, reconciliation and query-response record. Keep ownership, supporting documents and unanswered issues visible.
Recovery coordination
Keep buyer engagement, permissions, banking records and jurisdiction questions aligned with the insurance workstream.
The engagement scope determines the work undertaken. GGA does not replace the insurer’s decision, the exporter’s responsibility for accurate information, the bank’s authority or qualified legal advice. No reversal, cover, indemnity or appeal route is promised.
Do not lose sight of the unpaid buyer.
An insurance problem and a recovery problem can continue at the same time. Keep the latest buyer response, any dispute, proposed settlement, ongoing action and necessary authority in the case chronology. Before a material change, establish the policy and adviser position for the actual matter.
Where there is no applicable cover, the position should be presented honestly as uninsured or outside-cover recovery. An insurance response exercise should not create an expectation that the insurer will fund a loss it has not agreed to cover.
Questions exporters ask
Can GGA get a rejected claim reversed?
GGA can help organise the reasons, evidence and agreed representation work. Whether any review route exists and what it can achieve must be established for the actual case. Reversal or payment is not guaranteed.
Should we send the complete policy in the first email?
No. Start with a brief description of the policy/product, buyer country, approximate amount and current status. Sensitive documents can be requested through the agreed next step.
Does emailing GGA preserve a filing or legal deadline?
No. An enquiry is not a notice to the insurer, bank or court and does not create an engagement. Flag any approaching date and obtain the appropriate case-specific instructions.
What should we avoid in a response?
Avoid unsupported statements, inferred acknowledgements, changing historical dates and treating an unlocated document as if it had been reviewed. Keep factual evidence distinct from explanation.
TAKE THE NEXT STEP
An insurance step or claim is stuck?
Email the exact stage—late notice, preparation, query, pending decision or decision received—and a short description of the issue.
Start with a high-level summary. Please do not attach confidential documents to your first email. Sending an email does not create an engagement, charge a fee or confirm acceptance.
Basis and limits: GGA’s ECGC & Credit Insurance Advisory material and Website Content & Implementation Master, section 19. The matrix is an illustrative work record, not insurer advice. Current policy terms, insurer communications and instructed professional advice control the case.
Content updated 9 November 2026. GGA India. General service and process information; case-specific legal, insurance and banking decisions require the applicable records and professional review.