Start your claim online
The quickest way to get moving. A short form captures what happened, and our team picks it up from there.
Need to make a claim? Start here.
If anyone is currently hurt or in danger, call 111 first. Everything else can wait until everyone’s safe. Here you'll find how to lodge a claim, and what the next steps are. Please note - we can only handle claims on behalf of our clients.
How to reach usHow to reach us
Three ways to get started.
Start a claim
Call your broker
Your broker’s direct line is on your policy schedule and in every email from us.
Email us
Send what you have. If your claim is in progress, and you have a claim number - please reply to the latest correspondence with us.
Email the claims teamAsk us to call you
Leave us a few details and we’ll make sure the right person gets back to you as soon as possible.
Request a callbackWe support claims on cover arranged through Better Insurance and where we are the appointed broker.
What happens next
What happens after you get in touch.
01
Tell us what’s happened.
We’ll ask you some further questions, explain what the insurer is likely to need, and help you pull everything together.
02
We get the claim moving.
We can help lodge the claim with the insurer, explain the process - photos, quotes and reports, and streamline the process where we can.
03
We stay with it
We support you as the claim moves along. Sometimes, specialists, like an assessor will get involved. Also, we may direct you to the insurer if this will help progress the claim faster.
This process is indicative. Every insurer handles claims a little differently and it may differ depending on what cover you have. We’ll explain how the process works and what to expect from yours.
Who does what
Here’s where each of us fits in.
You
Share the facts as clearly as you can. Accurate, detailed information, helps keep a claim moving. Ensuring you retain information about things when an incident that could result in a claim occurs where possible, including people, witnesses, evidence and photographs can assist (Depending on the type of claim).
Better Insurance
Your advocate and support. We can help prepare the claim, present it, and explain the process, as well as any decisions. Part of our role is to also work with you and the insurer following a claim resolution to mitigate and negotiate if there are any potential impacts to cover. We can provide additional paid services following a loss such as implementing controls or risk engineering.
The insurer
Assesses the claim against the policy wording and makes the outcome decision. We work with the claims teams and you may also deal directly with the insurer depending on what we've agreed to help you get back faster.
Appointed Assessors / Repairers
Usually when something is damaged, it needs to be fixed. Insurers may also appoint specialists like an assessor to assist with the claim management. More complex claims can include other specialists, like lawyers, accountants, investigators.
If the answer is no.
Not every loss is covered in every situation. Policies include limits, exclusions and conditions. If a claim is declined, we’ll explain why and talk you through your options.
- 01We’ll explain the reason for the decision, including any limit, exclusion or condition the insurer is relying on.
- 02We’ll give you our view on whether the decision looks right and what options are available.
- 03If there is a reasonable basis to challenge the outcome, we’ll help you put the case forward. That may include going back to the insurer, lodging a formal complaint, or using an independent dispute resolution service.
Not sure whether to claim? Ask.
Asking costs nothing. Talk to us first and we’ll help you work out what makes sense.