We try to make the claims process as smooth as possible, but the policyholder must go through a few steps in the claims process. If you are well prepared and organised, and you have all the information that the insurance company needs to see, making a claim is usually straightforward and quick. The first thing you must do is contact us as soon as practical after the event happens. You can make your claim progress much more smoothly if you take an organised, step-by-step approach. The following guidelines will help you to make sure that you don’t overlook any of the important steps in the process.
- Before you claim – safety first
Damaged buildings can be very dangerous, so it’s important to listen to the advice of emergency services authorities about access to your property and the general area. If your property is not safe, do not try to enter. Above all, make sure you and family stay safe at all times. Contact the police If you are ever affected by a crime such as theft, vandalism, malicious acts, or any serious accident (such as one in which a person is injured or a tow truck is required), you should call the police as soon as possible. Follow any directions the police give you and give them as much information as you can about what happened. For any serious incident, a police report will be made.
- Claims handling standards
Each insurance company has its own processes for handling claims and we have listed an overview of the requirements individually under the different classes of business. The lists are not exhaustive and insurers may request additional information apart from the usual documents required.
- File your claim quickly
You should file your claim as soon as you have gathered the information you need. By making a claim and getting a claim number, your insurer is made aware of your loss and can start assessing your claim. You can provide the relevant information later. 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 chec k your policy. Talk to us before you spend money on temporary repairs after an incident, as repairs require prior approval.