You've already filed the police report. You've already called the insurer. And now they're asking for the camera recordings to process the claim. That's the moment when many discover that their system recorded nothing, that the footage is too blurry or that it's already been overwritten.
If you're still in time, here's what you need to know.
What the insurer needs exactly
→ Footage with a visible date and time — most insurers require the recording to show the timestamp so they can verify it corresponds to the moment of the robbery.
→ Enough resolution to identify what happened — you don't need to see the thief's face, but it must clearly show there was an intrusion, forced entry or theft.
→ A copy on physical or digital media — usually on USB or SD card, exported directly from the recorder.
→ An intact chain of custody — the footage must not have been edited or tampered with. Ideally, export it as is, without touching it.
Note: If the insurer rejects the claim for lack of visual evidence, there's no easy appeal. The footage is the difference between being paid and not. That's why the system has to be recording correctly before something happens, not after.
How to export the footage from the recorder
→ Connect a USB to the recorder and go to the playback menu.
→ Select the time range covering the incident with a margin before and after.
→ Export the file in the recorder's original format — don't convert or compress it.
→ Save an extra copy before handing it over, in case you also need to provide it for the police report.
Tip: Before handing anything to the insurer, check with the Police. They may need the same footage as evidence in the investigation, and it's best to coordinate both hand-overs so you're not left without a copy.
If the footage is no use, what went wrong?
It's almost always one of these three things: resolution too low, a full drive that overwrote the footage before you reviewed it, or the system had been down for a while without anyone knowing. They're the same old faults — and all have a solution if the system is properly configured from the start.
A system that records well is the one that lets you claim what you're owed when you most need it. At Chollobar we help you have it in order before anything happens:
→ Packs for the home — continuous recording with remote access included.
→ Packs for bars and restaurants — clear image in every area of the premises.
→ Packs for shops and stores — complete surveillance from your phone.
So the footage is there when you need it
Complete packs with high-resolution recording, properly sized storage and assisted setup from day one.
See the CCTV packs From €279 + VAT · All included · No fees
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