Your claim will be allocated to a specialised claims consultant who will:

• Review your lodgement, together with the information, photos & documents you have uploaded
• Send you an email within 2 Business days to introduce themselves and explain the claims process. They may also ask you for any further information or documentation they need to support your claim.
• Provide you with an email update at least every 20 Business days, explaining how the claim is progressing and what actions are being taken.
• Assess your claim against the terms, conditions & exclusions of the policy, and deliver a claim decision within 10 business days of all necessary information being provided.

Our specialized team aim to resolve your claim within the minimum amount of time possible, and under normal circumstances, a claim will take between 5 days and 4 months to resolve. There are some instances where we are unable to meet this timeframe, but we will always advise you of this and provide an alternative timeframe. These instances include:

• Where the claim is complex, and/or when the services of Assessors or Experts are required.
• Where works have been authorized and are in the process of being completed.

• When there is a Catastrophe event (These claims may take up to 12 months due to remoteness, scarcity of resources and/or unavailability of trades).

These items help to give us information about what you are claiming for, how severe the damage/loss is, and how much the claim is worth. By providing this information we can review your claim quicker and advise you of the next steps as soon as possible. If you are unable to provide this information, please let us know so we can work with you to find a solution.

Not all claims will need to have an assessor appointed and in most cases your claim can be finalised based off the information you provide to our office. To determine if an Assessor is needed, we consider:

• How severe the damage is;
• If the claim is arising from a Catastrophe event;
• Whether the Assessor could assist to speed up the claims process;

• If the cause of the loss/damage is unclear from the documents you have provided, and we need to investigate further.

If we determine that an Independent assessment is required, we will then appoint a Loss Assessor, Loss Adjuster, Investigator, or Insurance Builder as soon as possible, and will notify you by email on the day we appoint them.

Your dedicated claim consultant will provide you an email update on the progress of your claim at least every 20 Business days. If you need to talk through any details or have any questions in the meantime, you can call our office & ask to speak directly with your claim’s consultant. If you have sent an email to your claim consultant, we will respond within a maximum of 10 Business days.

We take care to make the right decision on your claim from the outset, and to pay the full amount of your legal entitlements under your contract of insurance with us. If you do not agree with the claim decision, or settlement amount, please feel free to respond to us and explain the reasons why:

• We will review your claim within 10 Business days, with consideration given to any further evidence you may be able to submit.

• We will either agree to an alternative settlement, if you are able to provide further evidence, or clearly explain the reasons for our decision. 

• We will provide you with our dispute resolution procedures where you are able to further escalate the matter and voice your disputes and/or complaints. 

We pride ourselves on our excellent levels of service with our specialized team here to support you as much as possible. We do understand that misunderstandings may occur from time to time, and that we may not always meet your expectations. If this happens:

• Please feel free to speak to us and voice your concerns. We appreciate any feedback that we may be able to build our service upon.
• If your concern is not addressed to your satisfaction, we may involve a team leader, or the department manager, to help resolve the situation. 
• We will always provide you with our dispute resolution procedures, where you are able to further escalate the matter and voice any unresolved disputes and/or complaints.