Many new iPhones and Samsung phones may default the file format of photos to .heic or .heif. These file types are compressed formats that help your photos on your phone take up less of your storage space. However, they are often difficult for web forms to ingest and process.
For filing your claim, please be sure the images you provide are in JPG or PNG formats. If need be, you can use the resources below to guide you in converting your image file types:
You can also try using a free online tool like "heictojpg.com" to convert images you already have to JPG. (AKKO has no affiliation with this site and bears no liability in your use of it)