Fast, Reliable Claims Service & Advice

One of our core values is integrity. We believe that the best way to prove this is by offering our customers a fast and reliable claims service. When claims are settled fairly and timely, it helps us move forward on other essential parts of our service delivery.For us to provide you with the best possible service, your participation in securing the necessary requirements is the first step. Ensure that you notify us of your claims early, backed up with every relevant information we need as it pertains to the incident. If required, please complete a claim form as soon as possible and submit all relevant details so we can act on your claims immediately.

Notify A Claim Online

To get started, provide the details of your claim below or call us at 1300 739 861 to speak with our friendly and helpful advisers.

Claims First Response FAQs

Types of Claims

Claims are categorised into any of the following or both:

• Claims against you (e.g., allegations of negligence from a third party)
• Claims by you (e.g., burglary, accidental loss, glass breakage)

What to Do

For all types of claims, you must follow a standard set of procedures set in place to ensure an efficient and streamlined claims process. Following this also reduces the risk of unforeseen delays:

• Take a record of the details of the loss or incident.
• Submit your claim as soon as possible to your insurance broker or insurer and obtain advice on the best course of action.
• If via a broker, they will lodge the claim with your insurer on your behalf.
• Complete the required claim forms and submit them back to your broker or insurer alongside relevant documents such as proof of ownership, third-party demands, photos of the damage, quote for repairs, etc.

Best Practices to Remember

• Never accept liability for any damage or loss. It is the insurer’s responsibility to accept or reject.
• Take necessary precautions to secure your properties and premises to minimise loss.
• Maintain regular communication with your insurer and insurance broker and submit documentation early.

Own Property Damage Claims

Report all losses or damage as soon as practicable. Your insurer broker or insurer will provide you with a claim form immediately or send a Loss Adjuster (if required) to take necessary actions.

Theft and Money Claims

Contact the Police immediately if the loss or damage involves money or is a result of theft or burglary. Submit the details of the incident with the names of responding officer/s, the police station/precinct, and the assigned police report number.

Motor Vehicle – Own Damage Claims

Claims related to motor vehicle damage due to personal fault involve several courses of action:

• Report all accidents involving your car to your insurance broker or insurer.
• If a third party is involved in the incident, do not admit any liability of any sort.
• The vehicle may be towed for repair at the nearest capable vehicle repairer.
• Upon completion of the claim form and lodgment of your claim, a claim number will be issued to you which you will provide to your repairer. Once the repairer has completed their repair quote, they commonly arrange an assessment of damage by the loss adjustor. If they do not provide this service, you can contact your insurance broker or insurer directly to arrange.
• If you encounter any delay while trying to obtain a repair authorisation, contact your insurance broker or insurer and they will contact the loss adjuster to endeavor to resolve the delay.
• If damage is due to an at-fault accident, it is your responsibility to pay your policy excess to the repairer when collecting your repaired vehicle.
• If, however, the damage resulted from an identifiable third party, your policy excess may not be payable. You will be advised if this applies to your claim.

Motor Vehicle – Personal Injury Claims

If there are personal injuries involved in a motor accident or incident, your insurer may require you to complete a claim form to outline further details. Do not take any action with or against a third party without clear-cut instructions from your insurer. Make sure to submit a copy of the claim form to your insurance broker or insurer.

Liability – Public and Products (Broadform) Claims

Do not make any form of admission of liability to any third party. Once received, submit every writ, correspondence, demands, and summons to your insurer’s office.

Professional Risks – Claims Made Policies Claims

The following policies are typically issued on a ‘claims made contract’ and include:

• Directors & Officers Liability Insurance
• Fidelity Insurance
• Employment Practices Liability Insurance
• Professional Indemnity Insurance

This policy will address all claims first made against you and sent to your insurer during this insurance coverage.

During this period, you have a responsibility to notify your insurer in writing of any circumstance or incident that may lead to a potential claim. Depending on the specifics of your policy, failure to notify when the circumstance or incident arose can potentially affect the coverage.