How to make a business insurance claim
Frequently asked questions
1. Event (Loss occurred)
When making a claim, please provide as much detail as possible to help us understand how we can best support you.
Online lodgement is the most efficient way to make a claim.
- Receive a claim number within minutes1
- Average non-event response time is 5 business hours2
- Track the progress of your claim online with regular status updates3
- A digital copy of your claim will be sent to your nominated email address
- Instant claim number is available for all Commercial Property and Specialty (Business Insurance) claims. Home, Motor and Commercial Motor claims don't receive an instant claim number but can still be lodged online.
- Information is current as at 20/12/2022. Response times may increase during major events such as natural disasters.
- Status updates are available via the emailed link received upon lodgement for Commercial Property and Speciality claims only.
We take it from here, assessing your claim to confirm it is covered by your policy.
From here your claim may result in:
We arrange repairers, builders or assessors, as required. Our suppliers will contact you within 48 hours of our appointment – subject to change during event periods – and if you’re happy with their assessment, repairs can commence. The time it takes to finalise repairs will depend on the event, availability of our repairers and materials.
If repairs aren’t applicable, or you want to arrange your own, we may cash settle the claim. The settlement amount is based on our repairer’s best quote, which has been carefully reviewed to ensure you’re receiving a fair and reasonable settlement.
An excess is your contribution to the cost of a claim. It is the amount you self-insure. If you make a claim, one or more excesses will apply, unless your PDS/Policy says otherwise. The description of those excesses and the circumstances in which they’re applied are shown in the relevant Policy Section of your PDS and Policy Wording, or in your Policy Schedule.
Information on how and when an excess applies can also be found in the Product Disclosure Statement (PDS).
An excess is your contribution towards the cost of a claim and is a requisite policy condition. Effectively, the excess is the amount you self-insure. Your cover starts once insured loss or damage exceeds the excess. The excess will depend on the circumstances of the claim.
Some Additional Benefits and Optional Covers have their own excess, in addition to any other excess that may apply. When multiple excesses apply, you might have to pay more than one excess.
The amount and details of each applicable excess is shown on your Policy Schedule. Information on how and when an excess applies can also be found in the Product Disclosure Statement (PDS).
When you make a claim, and depending on the claim type, you can pay any appliable excesses in one of the following ways:
- All claim types – you pay directly to us.
- Repairs authorised - in some instances, and before repairs commence, you pay the appointed repairer or supplier.
- Cash settlement – the excess is deducted from the claim settlement amount.
Everyone experiences vulnerability at some stage of their life and we understand making a claim can be stressful. Where you’re comfortable, we encourage you to talk to us about anything that might be relevant to your claim. With this context, we’re better able to provide the support you need as we handle your claim.
We’ll do our best to meet your accessibility and communication needs and where appropriate, and with your consent, connect you with support services.
For crisis support, please contact 000 Emergency Services or Lifeline on 13 11 14.
Learn more about our extra help and support.