There are several reasons that this may be occurring, such as: 

  1. You have submitted this claim on another computer or tablet
    • If this is the case, please exit all windows associated to this claim submission
  2. 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. 

If after trying all of the above, you are still unable to unlock this claim, please call our Customer Care team for immediate assistance.