Making a Claim

What you must do when making a claim

1. You must make your claim as soon as possible after you suffer a loss. If you don’t make your claim within 30 days, the insurer may reduce what they pay you by an amount to take account of any disadvantages they may suffer as a result of the delay.

2. You must take all reasonable steps to prevent any further loss from occurring.
Advise the nearest police station if your property is lost or stolen, vandalised or maliciously damaged. The insurer may ask you to provide a written report from the police.
Keep the property that has been damaged so that the insurer can inspect it.
Advise the insurer about any prosecution or inquest that may be held.
Send the insurer any document relating to your claim within 72 hours of you receiving the request.

3. In relation to the Goods and Services Tax (GST), you must provide information, where requested. It is important that you provide the insurer with:

  • Your Australian Business Number (ABN) if applicable.
  • Whether or not you are registered for GST.
  • The amount of input tax credit you have claimed on the GST applicable on the premium.

If you do not give the insurer all the information asked for, it may affect the amount the insurer pays you for your claim.

What you must not do when you make a claim

1. You must not repair or replace any damaged property without the insurer’s consent.

2. Do not pay, promise to pay, or offer payment, or admit responsibility for a claim