There isn't a universally right answer — and we're not going to pretend there is just because we sell the DIY option. Here's what actually determines the better choice.
Most "claim it yourself and save the commission" advice assumes the commission is always wasted money. It often isn't. Real customer reviews of claims companies show a recurring pattern: people who tried DIY first, got stuck when the airline stalled or stonewalled, then paid a company to take over — and were glad they did.
But the opposite happens too — people whose claim was simple and the airline paid quickly, who realize afterward they gave up 25-40% for something that would have taken them 20 minutes.
Lean DIY if: your case is clear-cut (no "extraordinary circumstances" dispute), the airline has a working claims process, you're not in a rush, and you don't mind sending one email and following up if needed.
Lean full-service if: the airline already denied your claim and you believe it was wrong, you're claiming for a flight from years ago that you'd otherwise just let lapse, the airline is known for stonewalling, or you genuinely don't want to spend any time on it — that's a legitimate reason too, not a weakness.
You can also start DIY and switch later — there's no rule that says you have to commit upfront. Send your own claim letter first; if the airline denies it or goes silent past 6 weeks, that's exactly the point where a full-service company's leverage (legal escalation, knowing which claims are worth fighting) starts to earn its commission.