HOW IT WORKS

Submit your evidence

Send us your completed Statement of Facts, Statement of Truth and any evidence to support your claim. For information about the type of evidence to submit, see our guidance notes and templates.

Notify the insurer

To formally begin the process, write to the insurer to let them know that you have referred your case to the ELTO Dispute Resolution Panel.

Insurer receives your evidence

Once we have received all the required documentation, we will write to you to confirm that your evidence has been forwarded to the insurer. The insurer then has 21 days to respond.

Insurer responds

We’ll write to you to let you know the insurer has responded and provide you with a copy of their submissions. You then have 14 days to submit further evidence. If you do make additional submissions, the insurer has a further 14 days to respond.

Receive a decision

An independent panel of ELTO members will decide whether there is enough evidence to prove the insurer is liable for your claim. The insurers must either abide by their decision or appeal to an independent arbitrator within 14 days. The independent arbitrator can only decide whether the decision was reasonable.