Claims Assistance... smoothing the process for fast and fair settlements.

If an event occurs which may give rise to a claim, please contact us as soon as possible. We will provide you with assistance and advice with a view to smoothing the claim process. Insurers settle the great majority of claims promptly and fairly according to the terms of cover but you should not hesitate to contact us if you feel your claim is not proceeding to your expectations. As your Broker, we are here to help.

Our Recommended Procedure for Lodging Claims

We believe your interests are still best protected by lodging claims in the time proven way – by calling us first. We are then able to advise you how to proceed and we will notify your insurer – urgently if circumstances so dictate. Subsequently you should submit claim documentation through our office. In this way we are aware of the progress of your claim and are able to offer assistance should it be needed.

Insurance Company Call Centres

Most insurers encourage the lodgement of claims by phone, directly with their Claims Call Centres.Lodging claims by phone may speed the claims handling process and reduce insurer’s costs but it can leave clients with little evidence of what has transpired should difficulties later arise. If you decide to use this method, we recommend you still use a claim form as your record of your phone call to the Claims Centre.

You can download the more common claim forms from our Document Library or call us and we will mail one to you.

If you find you need to use the insurance company’s phone lodgment system, we recommend the following steps:

• Locate the invoice we sent you for your insurance. This will show the name of your Insurer, your Policy Number and the Insured Name for the policy.
• Click here and download the relevant claim form.
• Complete the claim form before phoning the insurer. You will be better prepared for the questions they are likely to ask you. Have the completed form in front of you when making the call.
• Make notes of any additional information you provide and instructions they give you. Record name of the person with whom you speak and the claim number they allocate to your claim. After the phone call you will have a record of all the information you provided, contact details and instructions.
• Please take a copy of the claim form and repair quotation for our records and mail them to us atReply Paid, PO Box 46, Lutwyche Qld 4030. This is necessary in case you need our assistance as the claim progresses and for us when marketing your insurance in future.

Insurers’ phone numbers for their Claims Call Centres can be obtained from the White Pages.

Your obligations when it comes to claiming

Your policy wording (Product Disclosure Statement) contains the terms of cover. It requires you to do or not do certain things in relation to claims. To help you preserve your rights, we provide the following general guidelines but recommend you read the relevant part of your policy wording.

What you must do

If an event happens which may give rise to a claim you must:

• Take all reasonable precautions to minimise the claim and prevent further loss, damage or liability.
• Notify the police immediately of any theft, attempted theft, malicious damage or lost property (your Insurer may ask for a copy of the police Incident Report).
• Send to us immediately any letter or communication from other parties.
• Tell us immediately of any notice of impending prosecution or details of any inquest or official inquiry.
• As far as possible preserve any products, appliances, plant or other items which might prove necessary or useful as evidence.

What you must not do

• Do not authorise repairs to or arrange replacement of any insured property without the Insurer’s consent, other than emergency repairs necessary to prevent further loss or for safety reasons. Retain all receipts for emergency repairs.
• Do not dispose of any damaged property until the Insurer has had the opportunity to inspect the damage.
• DO NOT ADMIT LIABILITY EVEN IF YOU THINK YOU ARE AT FAULT.
• Do not make an offer, settlement, promise or payment.

Verification of value and ownership

When you make a claim for loss or damage your Insurer will ask you to provide verification of value, ownership and type of the property. Receipts, valuations, photographs and instruction manuals will assist you to verify ownership and establish the value of the item.

We are here to help

When it comes to claims, we understand that you want action and a fair settlement. If you are not getting it from the insurer, our advice and assistance is readily available. Please call us.