Claims Process — PuggersInsurance.com

How to File a Claim

Our streamlined claims process was designed by former PUG survivors who know that after a bad run, the last thing you want is paperwork. Follow these simple steps:

Document the Incident

Take a screenshot of your Raider.IO run summary, combat log, or Details! meter. If the incident involved chat toxicity, screenshot the chat log. The more evidence, the faster your claim processes.

Submit Your Claim Form

Fill out the claim form below with your policy number, incident details, and supporting documentation. Our system accepts screenshots in PNG, JPG, and WebP formats. Warcraft Logs links are also accepted.

Adjuster Review

A certified claims adjuster (all adjusters hold a minimum 3,000 Raider.IO score) will review your submission. They may request additional documentation such as MDT routes or talent screenshots.

Wait 3–5 Business Dungeons

Standard claims are processed within 3–5 business dungeons (approximately 2–4 calendar days). Priority claims on Mythic plans are processed same-dungeon (within 24 hours).

Receive Your Payout

Approved claims are paid out as: key restoration credit, gold-equivalent premium credit, or direct gold deposit to your character's mailbox (processing fees may apply to gold deposits).

Turnaround Times: Bronze plan: 3–5 business dungeons • Gold plan: 2–3 business dungeons • Mythic plan: Same-dungeon processing (24 hours)

File a New Claim

Complete all required fields. Incomplete claims will be returned and may delay processing.

Policy Number (required)

Character Name & Realm (required)

Incident Date (required)

Claim Type (required)

Dungeon / Instance

Key Level

Incident Description (required — be specific)

Supporting Evidence URLs

Raider.IO Score at Time of Incident

Were You Using Voice Comms?

I certify that the information provided is true and accurate. I understand that filing a fraudulent claim is a violation of PuggersInsurance policy and may result in immediate coverage termination and a permanent Raider.IO note.

Check Claim Status

Already filed a claim? Enter your Claim ID below to check its current status.

Claim ID

Claims FAQ

What evidence do I need?

At minimum: a Raider.IO link or screenshot showing the depleted key. For Ninja Loot claims, an item screenshot showing the loot roll. For Healer DC claims, combat log timestamps. More evidence = faster processing.

Can I file a claim for a key I depleted myself?

No. Self-caused depletion is not covered. Our adjusters will review combat performance data. If you died 14 times on trash, that's on you.

What counts as a "business dungeon"?

One business dungeon is equivalent to approximately 30-45 minutes of processing time, or roughly one completed Mythic+ run. Business dungeons do not accrue during weekly maintenance.

My claim was denied. Can I appeal?

Yes. Appeals must be filed within 2 weekly resets of the denial. Include additional evidence and a written statement. Appeals are reviewed by a Senior Adjuster (minimum 3,500 Raider.IO score).

Is there a limit on how many claims I can file?

See your plan details. Bronze: 3/month, Gold: 8/month, Mythic: unlimited. Excessive claims may trigger a policy review (but honestly, if you're filing that many claims, maybe stop pugging +25s at 3 AM).

Can I file a claim for emotional damages?

Emotional distress coverage is included automatically with Tank Rage-Quit claims ($5 flat fee). For other scenarios, emotional damages require the "Mental Health Rider" add-on ($3.99/mo).