How the refund process works
In claims where IATI does not coordinate direct payment, the insured advances the expenses, keeps original invoices and requests reimbursement afterwards. The process passes through: case file opening with assigned number, sending complete documentation, review by assigned handler, internal authorisation and bank transfer to the provided IBAN. The maximum legal SAC deadline for response is 1 month from the complaint (Spanish RD-ley 3/2020).
Points users typically assess
- Real vs promised deadline: how long it takes in practice from complete documentation to deposit.
- Documentation requested: whether the initial list expands with more documents later.
- Handler interpretation: whether they accept the valuation presented or apply depreciation/deductible.
- Proactive communication: whether the handler reports progress or you have to chase them.
- Ease for foreign accounts: whether they accept international IBAN and who bears fees.
Common mistakes that slow down refunds
Users who receive refund fastest usually provide all documentation organised and numbered from the first send. Most habitual mistakes that lengthen deadlines: sending illegible invoices, not numbering documents, forgetting case file number in communications, not including proof of "no refund" from trip suppliers, and not responding to handler's additional requests on time.
How to strengthen your review if you share one
If you have received (or expect) a refund from IATI, provide: type of claim, amount claimed, amount effectively deposited, days from complete documentation to deposit, number of rounds of "ask for more documents", and whether there was any specific dispute over items.