We strive
for fair claims

Discover our efficient, supported claims experience.

ALL YOU’LL NEED

  • Your policy number.
  • Your personal details.
  • Information about the incident.
  • If you have any relevant pictures, reports, videos or quotes, have these ready to upload.

 

Lodge now
1300 392 535

EMERGENCY

WHAT TO DO IN AN EMERGENCY

If you’re in a life threatening emergency, CALL 000 or your local SES on 132 500 first.

If it’s not life threatening, report any theft, burglary or malicious damage loss to the police and keep a list of any items stolen or damaged and if possible take pictures of damaged items.
Next, call our team on 1300 392 535.

Your claims journey

1. Lodge

2. Verify

3. Assess

4. Decision

5. Repair or Replace

6. Finalise

Explore the key stages of your claims journey and see what’s involved at each step.

You can also download the full claims experience here.

Download

Stage 1: Lodge

You should lodge your claim as soon as practicable either online via our website, over the phone or through your Broker.

All you will need is your policy number, your contact details and information about your claim. If your home is unliveable or unfit to live in as a result of the damage, we can arrange immediate support for you.

Stage 2: Verify

Once your claim is lodged, you will receive your unique claim number.

We may also request supporting evidence or information relating to your loss and damage such as photos, police reports or quotes from any trades or specialists you may have engaged.

Stage 3: Assess

During this stage, we review your claim to determine whether your policy will provide coverage for the claimed event.
Significant loss and damage may require the appointment of a Loss Adjuster, specialist or a Sure approved supplier to conduct an onsite assessment.

Stage 4: Decision

Once a final indemnity decision has been made, a Claims Consultant will contact you to confirm our decision and discuss the next steps with you.

We are here to support you and make this process as clear, fair and smooth as possible.

Stage 5: Repair or Replace

If repairing damage to your home, we will work with approved specialists to arrange a scope of works and cost for repairs.

For contents claims, lost or damaged items are looked at to determine whether they are able to be repaired or need to be replaced. In some cases, a cash settlement may be offered and we will discuss your options with you. At this stage, we will also deduct or collect your policy excess.

Stage 6: Finalise

Once all aspects of your claim have been considered and resolved, we will finalise your claim and confirm this with you.

If you identify any further damage related to your claim at a later date, we can re-open and re-assess your claim.

Meet our Claims Team

We’re proud of our claims process and the way we help our customers get back to normal.
If it’s important to you, it’s important to us.