First steps
- Make it safe. If your home is damaged, get emergency repairs done, like a tarp on the roof or a plumber for a leak. Keep the invoice.
- Take photos. Photograph the damage before anything is removed or repaired.
- Theft or vandalism: report it to the police and keep the event number.
- Car accident: swap details, take photos, and don’t admit fault. The insurer decides that.
Tell us
The quickest way is through your account. Tell us what happened and when, and add your photos. Or contact us and a broker will take the details.
We lodge the claim with your insurer the same day, along with your policy details, valuations and photos we already hold. You won’t have to prove what you owned all over again.
What happens next
The insurer manages the claim from here. For a car, that usually means an assessment within a few days. For a home, an assessor visits and then scopes the repairs. You can follow progress in your account.
If something goes wrong
If the claim is slow, or you disagree with the insurer, we’ll take it up with them. If that doesn’t fix it, you can use our complaints process, and then the Australian Financial Complaints Authority, which is free and independent.
Whether a claim is paid, and how much, depends on your policy and what happened. This page is general information only. Your product disclosure statement and policy schedule have the details.