The following information will give you a better understanding of the standard protocol and what is expected of you during the claims process.
It doesn’t have to be hard work. In fact, it’s a very straightforward process if you’re equipped with the right information. Forget about lodging lengthy forms – it’s as simple as picking up the phone and letting your insurer know that you wish to proceed with a claim.
To ensure it runs smoothly and efficiently, it will help to have all the necessary details handy when contacting the Claims Department.
It is recommended you contact your car insurance provider immediately. You can do this over the phone in less than 20 minutes. Keep in mind, the more information you can give to the claims consultant at the time of the call, the quicker your claim will be settled.
Important Note: It is recommended that you lodge a claim first before arranging repairs to your vehicle.
Please ensure you have the following information handy:
Once you’ve lodged a claim, you will be allocated your own personal Claims Consultant. Their role is to look after you from start to finish and to keep you informed about the progression of the claim.
Absolutely. We encourage you to contact your claims consultant at any time. They are happy to assist with all your questions and concerns pertaining to your claim. It is in the insurer’s best interest to have the claim resolved for you as quickly and efficiently as possible.
All insurance providers have a list of trusted and authorized repairers they prefer to work with around Australia.
However, if you prefer to use your own supplier, that’s no problem. All you need to do is supply your insurer with a written quote and if the quote is deemed fair and reasonable (when compared with other quotes they have received) then you are most welcome to use your supplier of choice.
Depending on your individual premium and who is deemed to be at fault – an excess fee will usually apply. Please refer to your policy booklet and guidelines for all Excess Fee information.
For eg: If you are found not to be at fault in a car accident, you won’t have to pay the excess fee. However, if you are considered to be at fault (depending on your premium type) an excess fee will usually apply.
If the final decision does not work in your favour and you would like to dispute it, there are certain protocols that we recommend you follow:
Contact your dedicated consultant and discuss any concerns you might have regarding the decision. If the matter can’t be resolved to your satisfaction, you have the option of speaking to a Senior Manager within the department. Should this still not meet your expectations then you are entitled to request a claims review.
If you believe that you have a legitimate case to put forward and will not accept the decision made by your insurer, your matter will be referred to the Internal Dispute Resolution Team. If this doesn’t meet your expectations, you are within your rights to seek or request an external review.
As a final resort, your complaint will be referred to the External Dispute Resolution Board administered by the Financial Ombudsman Services (FOS). Please feel free to ask your claims consultant about how this process works and to gain a better understanding of your position on this matter.