Frequently Asked Questions

• After receiving notification of your claim form, we will allocate the claim to a specialised claims consultant who will acknowledge receipt, introduce themselves and assist you along the way until a final determination is made.
• We will do this within timeframe requirements imposed by the General Insurance Code of Practice, unless otherwise agreed.
  If we require further information to assess your claim, we will notify you within 10 business days of receiving your claim of any specific information needed to make a decision on your claim.
• We will keep you informed of the progress of your claim at least every 20 business days or alternative time frames as mutually agreed.
• We will respond to your routine requests for information within 10 business days.
• When we have all the necessary information and completed all investigations that may be required to assess your claim, we will decide to accept or deny your claim and notify you of our decision within 10 business days.
• If any of the above timelines are not practical due, for example, to the complex nature of your claim, we may agree alternative timeframes with you. If we cannot reach an agreement, you will be advised of our complaints handling procedures. Our complaints procedures are also available here where you can contact us.

• The life of a claim may run from within 10 days of receipt to 4 months, under normal circumstances.
• Some complex circumstances, including those that may require the services of Assessors an/or Experts may take much longer.
• It may take up to 12 months in times of catastrophic events due to remoteness, scarcity of resources and/or unavailability of trades.
• In any event, upon receiving all necessary information/documentation in support of your claim, we will decide to accept or deny your claim and notify you of our decision within 10 business days.
• We will keep you informed of the progress of your claim at least every 20 business days, or alternative time frames, as mutually agreed.
• Ultimately, we will do our utmost to keep the duration of your claim to the minimum amount of time possible

• We will determine whether an appointment of an assessor is warranted. Our decision may be based on the severity of the loss/damage; whether the assessor could assist to speed up the claims process or we need to determine the cause of any loss/damage.
• If necessary, we will appoint a loss assessor, loss adjuster or investigator within 10 business days of receiving your substantiated claim.
• Further, we will notify you within 5 business days of appointing them

• We take care to make decisions to accept, partially accept or deny claims and then pay the full extent of your legal entitlements under your contract of insurance with us.
• If you do not agree with the claim decision, or settlement amount, please feel free to respond to us and explain the reasons why.
• We will be more than happy to reconsider any further evidence you may be able to submit and respond within 10 business days after reviewing your claim.
• We will either agree to an alternative settlement, if you are able to provide further substantiation, or clearly explain the reasons for our decision(s).
• We will also provide you with our dispute resolution procedures where you are able to further escalate the matter and voice your disputes and/or complaints. Our complaint’s procedures are also available here where you can contact us.

• We pride ourselves in providing excellent levels of service and all our staff are available to support you as much as possible.
• We do, however, acknowledge that misunderstandings may occur from time to time. In such regretful cases, please feel free to speak to us and voice your concerns as we appreciate any feedback that we may be able to build our service upon. The claims manager and/or the head of claims may become involved to help resolve any situation.

At the very least we will provide you with our dispute resolution procedures where you are able to further escalate the matter and voice any unresolved disputes and/or complaints. Our complaint’s procedures are also available here where you can contact us.

• You have a legal duty to mitigate all losses. This means that you're required in certain situations, wherever possible and safe to do so, take action to make-safe your property to prevent any injury or any further damage that may result from you failing to undertake urgent action. In such cases it would be a good idea for photos to be taken, if possible, to support any claim you may later make under the policy.
• You will be required to act as a prudent uninsured knowing that not all costs or expenses incurred after loss or damage may be recoverable under the policy. Any action you take should be well documented and be able to be verified so we can consider all your legal entitlements under the policy.
• We encourage you to contact our office and talk to our friendly staff as soon as possible after any insured event and will gladly guide you through any action that may be required.