Make a Claim

In general, you will need to provide the following details:

• your policy number
• standard information to identify yourself
• the name of the insured on the policy
• detailed description of the incident
• the date of loss and the loss address
• any details of other parties involved (if applicable).

Once you’ve made a claim, we will allocate a claims consultant who will keep in touch with you about the status of your claim and next steps.

You’ll receive a claim number, which will be your ongoing reference for the claim.

For more information about the claims process, please select your product above.

Certain documents and information can assist us in assessing and settling your claim.  Some examples of documents you can provide to help us include:

• Photos
• Receipts
• Valuation certificates
• Credit card or bank statements
• User manuals

Every claim is different but our aim at all times is to process your claim as quickly as we can. Although some claims can be processed at first contact or in a relatively short time, other more complex claims may take us some time to work through the detail.

Please contact your claims consultant for progress updates on your claim. Remember, the more information you give to us when you make a claim, the quicker we will be able to process it.

Yes, they can lodge a claim on your behalf, but we require permission from the policyholder (you) before settling any claim.

If you are not the policyholder and you ring us directly to lodge a claim, we will ask to verify your personal details and those of the policyholder.

An excess is the amount you may have to pay toward a claim.  There are different excesses that apply depending on the claim you’re making and the terms of your insurance policy with us.

For example, if your car is damaged in an accident where we determine you are not at fault, you may not need to pay an excess. However, if you were at fault, you would need to pay the excess.

We will advise you if you will need to pay an excess on your claim.

We will investigate the incident further, endeavouring to obtain a full incident description from all parties involved and any relevant witnesses that may be available.

Once all relevant information has been received and considered a decision on who is ‘at fault’ will be made.
If you are unhappy with our decision, you can raise this issue further through the dispute resolution process.

If you are unhappy with the way your claim is progressing or wish to dispute a decision we have made, we have a simple, transparent, three-step dispute resolution process.

Step 1: Talk to us first

If you have a complaint, speak with the claims consultant managing your claim. If they are unable to resolve the matter to your satisfaction, ask to refer the complaint to a team manager. If you are still not satisfied with our response, then you are entitled to seek a review.

Step 2: Seek a review

If the matter is still not resolved, the team manager will refer you to our Customer Resolution team, who will conduct a review of your dispute. If you are still not satisfied with our response, then you are entitled to seek an external review.

Step 3: Seek an external review

We will provide you with information about the options available to you, including, if appropriate, referring you to the external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA).

Please feel free to ask your claims consultant for more information about our complaint and dispute resolution process.