TRNC Home Insurance Claims: Process and Arbitration

Short answer: A home insurance claim notification begins as soon as you notice the damage: stop the loss from worsening, document the damage with photos and videos, and apply in writing to the insurance company or your agent within the period stated in the policy; then the loss adjuster appointed by the company examines the damage and the compensation is determined. If your claim in Northern Cyprus (TRNC) is partially or fully rejected, or if the company does not respond to your application in writing within fifteen business days, you may apply to the Insurance Arbitration Commission under the Insurance Services (Regulation and Supervision) Law.

This article has been prepared for homeowners in the TRNC who have home insurance and face damage such as flooding, fire, storm or theft in their property, as well as for owners whose homes are damaged while they are abroad. We explained policy selection and coverages in our article what home insurance is in Cyprus and how to obtain it; here, we focus on the process from the moment of damage through to compensation.

The first hours after damage

What you do in the first hours after damage determines both the scale of the loss and the strength of the file. Insurance companies generally expect the insured to take reasonable measures to prevent the damage from getting worse. Take the following steps in order:

1. Ensure safety: If there is a fire, smell of gas or serious structural damage, first evacuate the home and call the emergency services.
2. Shut off the source: In the event of a water leak, turn off the main valve; in the event of an electrical fault, switch off the relevant circuit breaker.
3. Document it: Before cleaning or throwing anything away, record the damage with wide-angle and close-up photos and videos, showing the date where possible.
4. Prevent the loss from worsening: Move wet items to a dry area and temporarily cover broken glass. However, do not start permanent repairs without the insurance company’s approval.
5. Notify the police in case of theft: If there is theft or intentional damage, report the incident to the police and obtain a copy of the report or the notification number.
6. Call your agent: The Insurance Services Law defines the agent as the organisation that provides the insured with the necessary assistance throughout the insurance contract and when damage occurs. Make the first call to your agent, then submit the written notification.

How to make a home insurance claim notification

A home insurance claim notification must be made using the method and within the period specified in the terms of your policy. Information given by phone may not be recorded; therefore, the safest approach is to make the notification in writing by email or through the company’s form and keep proof of the sending date. Your notification should include the following information:

• Policy number, the insured person’s name and contact details.
• The date and time of the damage and how it was discovered.
• What you know about the cause of the damage: leakage, fire, storm, theft, etc.
• An initial list of the affected areas and items.
• The emergency measures you took and any temporary expenses you incurred.
• Photos and videos, police notification if any, and correspondence with neighbours or management.

For a home purchased with a loan, the bank is also a party to the file. The Immovable Property (Transfer and Mortgage) Law grants the mortgage creditor the right to request and keep the insurance policy and receipts showing that the premium has been paid during the mortgage period; if the policy includes a clause in favour of the bank, ask your company and your bank how the compensation payment will be made.

Know your policy before damage occurs

The most difficult time to read a policy for the first time is after damage has occurred. When renewing your policy, or while there is no damage at all, note the answers to these questions: Which risks are covered, are there separate limits for the building and contents, how much is the deductible, how many days are allowed for claim notification, and does the home remaining vacant for a long period affect the coverage? Also keep photos and invoices of valuable items in the home in one folder; these records save a great deal of time when preparing an inventory after damage. We discussed home insurance prices and options in Cyprus in our article on Cyprus home insurance.

Loss adjuster inspection and documents by type of damage

After the notification, the insurance company may appoint a loss adjuster to examine the damage. The Insurance Services Law defines an insurance loss adjuster as the person who determines the amount, causes and characteristics of losses and damages arising from the occurrence of risks under insurance contracts. Be present during the loss adjuster’s visit or have a representative present; show the damaged items, together with invoices and purchase documents where possible.

Remember that earthquake coverage is a separate subject; details are in our article on earthquake insurance in Cyprus. When the loss adjuster’s report and compensation offer are sent to you, ask in writing which items the figure covers and whether a deductible has been applied. Obtaining a repair quote from an independent tradesperson before accepting the offer strengthens your position in negotiations.

Damage in apartments and residential complexes: common insurance and neighbour liability

In apartments and residential complexes, which policy will cover the damage depends on where the damage occurred. Under the Condominium Ownership and Condominium Easement Law, the condominium owners’ board may decide to insure the main immovable property, and condominium owners contribute to insurance expenses in proportion to their land shares. If only one or several independent units of the main immovable property, or part of the common areas, are damaged, the insurance amount received is spent on repairing the damaged areas. Condominium owners may insure their own independent units separately for losses that cannot be covered by the insurance of the main immovable property.

• Common area damage: For damage arising from the roof, façade or common installations, first notify the site management in writing; the management’s common policy may come into play.
• Neighbour-related damage: Under the same Law, each condominium owner is liable for damage they cause by fault to other independent units. If your own insurer has made a payment, the company may seek recourse from the at-fault party.
• Access: If it is necessary to enter another independent unit for repair or technical inspection, the owner of that unit or the occupants must grant permission. This rule makes things easier during the loss adjuster’s inspection.

You can read the current text of the Law on the Central Legislation Office website.

If your claim is rejected: Insurance Arbitration Commission

If you cannot reach an agreement with the insurance company, there is a route you can use before going to court. Article 67 of the Insurance Services (Regulation and Supervision) Law regulates the establishment of an Insurance Arbitration Commission under the Association of Insurance and Reinsurance Companies of the Turkish Republic of Northern Cyprus for the resolution of disputes arising from insurance contracts, and requires insurance companies to become members of this commission.

• Application condition: You must have made the necessary application to the company and documented that your claim was partially or fully rejected, or documented that the company did not respond to your application in writing within fifteen business days.
• Application fee: Applicants are charged an application fee to be proposed by the Commission and approved by the Insurance Manager.
• Finalisation: Commission decisions become final if one of the parties does not apply to the courts within fifteen days.
• Limit: Applications cannot be made to the Commission for disputes that have been brought before the courts.

Under the Law, the department responsible for supervising the insurance sector is the Department of Money, Exchange and Development Fund Affairs. You can access the text of the Law on the Central Legislation Office website. Therefore, keep all correspondence with the company, the rejection letter and your application dates; these documents are the basis of the arbitration application.

If you have to manage the claim file from abroad, you will need someone on site for the home inspection, the loss adjuster appointment and repair follow-up. Akol Global’s rental and property management team can support this coordination for homes under its management.

Frequently asked questions

When should I make a home insurance claim notification?

You should do so as soon as you notice the damage and, in all cases, within the period stated in your policy. Delayed notification may cause the loss to worsen and lead to a dispute with the company. First call your agent, then make the notification in writing by email or through the company’s form and keep the sending date. It is best to learn the notification period in your policy before any damage occurs.

Can I start repairs before the loss adjuster arrives?

You can take temporary measures to prevent the loss from worsening: turning off the valve, removing wet items, temporarily covering broken glass, and similar actions. However, do not start permanent repairs without the insurance company’s approval. First document the damage with photos and videos, keep invoices for temporary expenses, and do not throw away damaged debris before the loss adjuster sees it.

Who pays for water damage coming from my neighbour’s apartment?

Under the Condominium Ownership and Condominium Easement Law, each condominium owner is liable for damage they cause by fault to other independent units. You can notify your own home insurance of the damage; after your company makes a payment, it may seek recourse from the at-fault party. Inform your neighbour and the site management in writing and document the damage with dated photos.

If the insurance company rejects my claim, what can I do?

Request the reason for rejection in writing and compare it with the policy terms. If your claim has been partially or fully rejected, or if the company has not responded to your application in writing within fifteen business days, you may apply to the Insurance Arbitration Commission under the Insurance Services Law. If the parties do not apply to the courts within fifteen days against the Commission’s decision, the decision becomes final.

If there is common insurance in the apartment building, should I take out a separate policy?

The Condominium Ownership and Condominium Easement Law provides that condominium owners may insure their own independent units separately for losses that cannot be covered by the common insurance of the main immovable property. A common policy generally targets the building and common areas; it is recommended that you learn the scope for your belongings and the interior of your apartment from the management and structure your own policy accordingly.

If you would like to plan together how to manage the insurance process for damage in your home, you can contact the Akol Global team; we will guide you to the right steps and experts.

This article is for informational purposes only and does not constitute legal, tax or financial advice. Last updated: October 2026.