Make a claim

When something unexpected happens it can be stressful. We get that. has been designed to make claiming a simple process. Just follow the prompts. Or get in touch and we'll walk you through it. The important thing to remember is, we're here for you.

How to make a claim

Making a claim on your insurance can feel daunting. There are some things we have to ask and ask for as part of the legal side of things. But we've kept it as simple as possible and we're here for you if you want to get in touch. Log into "My Account" to start your claim.

How will my claim progress?

Claims are assessed case-by-case. Claims vary so much we can't give you an exact timeline of when your claim will be reviewed and responded to. We will though keep you informed as your claim progresses, starting with a confirmation that your claim has been received.

Start a claim

Want to talk to us about your Claim?

Call us during business hours

Mon - Fri 8.30am - 7.00pm (AEDT)

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FAQs about claims

  • Call the team on  1300 468 730

    If calling outside of business hours, leave a message with your contact details and someone will call you back in one business day.

  • Log in to your account to navigate to claims to lodge a potential claim or notification.

    My claims

  • If you want to talk to someone about a claim, you can contact us via phone or form.

    Contact us

  • Contact our customer service team by phone or email to request a claim form to be completed or a copy of claim form previously lodged.

  • The first thing you must do is contact us as soon as practical after the event happens or when you first become aware of an issue or potential issue. If you delay reporting your claim, your insurer may not pay for any additional loss or damage caused by your delay. Some types of policies may also have time limits to lodge a claim so check your policy. The insurer will check the claim is covered under your policy and confirm if the claim is accepted.

    Depending on the size and scale of the claim, the insurer may provide instructions and confirm the next steps to resolve the loss, such as arrange repairs or replacement. In other cases the insurer may request certain documents and evidence to prove what has been lost or damaged or a likely liability. How much evidence is required will depend on the nature and the value of the claim.

    The types of documents your insurer may request to prove damage or loss, evidence of ownership or the value of items may include but are not limited to:

    • Original receipts
    • Original police reports
    • Valuation reports
    • Medical certificates
    • Product make, model and serial numbers
    • Photographs or videos of property or items, or the event itself

    Talk to your insurer before you spend money on repairs after an incident or settle a claim with a third party. Some repairs might be urgent and necessary for health and safety – such as preventing water coming through a damaged roof – but don’t overspend.

    Many insurers have preferred repairers and suppliers and can arrange appropriate emergency repairs for you. Remember to keep receipts for any out-of-pocket expenses you incur.

    If a claim relates to liability insurance: 

    Your insurer may also ask you to keep all damaged items for inspection if required, unless they are a health hazard. Some damaged items may also be suitable for repair.

    Large claims may involve an insurance assessor. Their task is to examine your situation, your loss and its value. The insurer will then make a decision on your claim. In some cases, your insurer may ask the insurer involving legal representatives where necessary to negotiate and represent the policyholder in court if applicable.

    The insurer will also notify you every 20 business days, about the progress of your claim. If your claim is complex, the insurance company will negotiate with you to arrange a different timeframe for settling the claim.

    Liability claims are different to most other insurance claims as it covers a loss is suffered by a third party, not the policyholder. The process will alter depending on whether the policyholder has received a demand from the third party and the type of loss suffered by the third party. The insurer will decide whether to accept liability and whether to negotiate settlement with the third party. However other claims can take months or even years to resolve if they end up in legal proceedings. Your insurer and insurer appointed legal representative will manage this process and keep you informed of the progress.

    If in doubt, we are here to help. Contact us if you have any queries or need assistance with what to do.