If you need to make a claim, our team is here to help. If it's an emergency you can contact us 24 hours a day, 7 days a week. You can also talk to your broker or adviser, who can work through your claim with you.
If your home has severe structural damage or is uninhabitable and you need help or advice, call us as soon as possible so we can talk you through what to do.
If you need your vehicle repaired, you want it to be done by someone you can trust. We’ve selected approved vehicle repairers who offer you expertise, customer focus and integrity, so that you don't have to worry.
There are simple steps you can take to make things easier if you need to make a claim.
- Make a list of all your home contents
- Keep proof of ownership
If your sporting equipment, jewellery or cameras are over a certain value, add them to your policy and tell us how much they’re worth so you’ll get paid what you expect if you make a claim.
- Have your jewellery valued
There are lots of apps available to help you inventory your contents – or you could even use a camera or video camera to record what’s inside all your rooms and cupboards.
Keep track of receipts or serial numbers. This information can help us replace them – or help the police return recovered stolen property.
Get jewellery valued at least every five years and make sure it’s insured for the right amount. Checking claws, catches, hooks and settings every year or two can also help prevent the loss of precious stones or entire pieces of jewellery.
- Make your property secure
- Contact us as soon as you can
Do what you can to prevent further damage - like boarding up windows or removing water damaged property. Try not to throw anything away, but if you have to, take photographs first.
- Take photographs
- Don’t admit liability
If your home or business has been damaged, do whatever you need to do to secure the premises and make it safe and comfortable for your family or employees.
The sooner you contact us, the sooner we can help. For example, we may be able to arrange quicker repairs or get you into temporary accommodation.
Photograph any damage or other evidence. If you’re in a motor collision, it’s a good idea to take photos before any vehicles are moved if it’s safe to do so.
Talk to us, or your broker or adviser before admitting liability or entering into a settlement agreement.
Before you start, make sure you have:
- Your policy number
- The details of what has been lost, damaged or destroyed
What will happen if I don’t have all the information?
If you’ve lodged your claim online or via email, we’ll review the information you’ve provided. If anything essential is missing, we’ll contact with you within two business days to progress your claim.
If you’re claiming over the phone, we can talk you through what you need to do.
Who is the insured?
The person(s) whose name(s) appears, as the insured on the policy schedule.
Who has the authority to lodge a claim?
You have authority to lodge a claim if you are:
- The insured
- The insured’s insurance broker or adviser
- The executor of the insured’s estate
- You have 'power of attorney' to act on behalf of the insured
- The insured has expressly advised us that you are able to act on their behalf.
What will happen if I am not authorised to lodge a claim and I complete the Online Claim process?
We will contact the insured or their nominated representative to confirm whether we are able to progress the claim.
No, it’s important to keep damaged property so we can inspect it.
If you need to dispose of items urgently for health and safety reasons, take plenty of photos and/or get an inspection report from an independent, qualified professional like a plumber or builder.
If you’ve already disposed of the items, please give us the full details of what you have done to dispose of the damaged property and any costs you have incurred.
What is meant by receipts or other documentation?
Other documentation includes: bank/credit card statements, valuations, contracts of sale or photographs showing the actual items.
What should I do if I think someone else may be responsible for this loss or damage?
When you claim, we’ll ask you questions about what or who caused the loss. You’ll also have the opportunity to provide us with any extra information that you think will help.
For example: if your claim is related to water leaking from a pipe and you recently had some work done by a plumber, or your claim is for a damaged letter box which was knocked over by your neighbour, let us know.