Making a claim

Making a claim

If you need to make a claim on your insurance policy, follow these steps:

  • Contact your insurance intermediary as soon as possible and make sure you don't exceed the time limit to make the claim. Many insurance companies have 24-hour customer service, so take advantage of it when making your claim.
  • Keep a record of what happened, where and when it happened. For example, take photos and videos of damaged possessions as soon as the damage occurs. The more evidence you have, the earlier it is for your claim to be processed quickly.
  • Check your policy to make sure you are covered for this particular event. Don't just read your policy summary; you need to read your Product Disclosure Statement as well to ensure your claim is valid and does not fall within the exclusion clauses.
  • Provide all documents to support your claims. For example, note down the flight number for delayed flight and include boarding pass as evidence. In the case of theft, if no documentation as indicated in the claim form is available to substantiate the cost of the lost item, you may not get the full amount you have claimed for. For claims arising as a result of theft, you will usually need to provide a police report.
  • Document the claims process. Record the date and time you talk to your insurance intermediary, the name of the person you talk to and what has been said. Keep any letters or emails you receive or send.
  • Tell the truth. Fill out your insurance claim form truthfully. Don't provide false information to exaggerate the value of possessions or cost of incidents. If the information on your claim form is incorrect or misleading, your claim might be denied.
  • Cooperate with the insurer and anyone they employ to assess your claim, eg investigator or doctor.

What happens if my claim is rejected?

Your claim may be denied for several reasons, including:

    • What you are claiming for is not covered by your policy, ie it falls within an exclusion
    • One of the conditions in your policy has not been met
    • Your insurance company has evidence that you did not fill in your policy application or claim form accurately or truthfully, eg you did not provide information about a pre-existing medical condition or a criminal conviction.

If your claim is rejected, your insurance company or intermediary must write to you to explain the reasons and give you the details of how to appeal the decision.