There are various reasons this may be occurring, such as:

  1. Your file size exceeds the allowable upload size
    • Please note the maximum file size when uploading photos to a claim is 10mb.
  2. The file type is not supported
    • Supported file types for photos are: .JPEG, .PDF, .JPG, .JFIF
    • Supported file types for videos are: .MP4
  3. Another User/Service Adviser is also working on the same claim
    In order to unlock this claim, please click on the lock symbol twice.

    If you are unable to locate the lock symbol, please ensure that you have the clicked on the claim number under "Claims History" and scroll down to find the lock symbol. 

In order for us to successfully receive your photo and/or video submissions, please upload photos individually and ensure all file types are supported.