Making a claim? We believe it should be as simple and stress-free as possible.
After the initial choice of insurer and policy, the most important part of any insurance plan is the ease of the claims process. At Austcover we believe making a claim should be as simple and stress-free as possible.
We promise to put your interests first. We will use our expertise, perseverance and common sense to achieve a favourable claim resolution no matter how straightforward or complex your claim.
We will always keep you up to date with the progress of your claim and encourage your feedback and interaction at all times. When it comes to claims management, our success is measured in your happiness.
WE’RE ON YOUR SIDE
We provide you with a 24-hour emergency contact number. We’re here to help.
We will negotiate on your behalf with insurance companies. We’re on your side and will strive for the best possible outcome.
Our experienced claims professionals have the market knowledge to ensure your interests are protected throughout the life of a claim.
We want you to have a stress-free experience. We work on your behalf with an expert group of professionals including insurance lawyers, loss adjusters and accountants to assist with claims should they become complex.
We keep you informed of developments on a regular basis and help ensure claims are dealt with in an acceptable time frame.
We offer transparency in our dealings and welcome feedback that will help us to meet your expectations.
THE CLAIMS PROCESS
If you are fortunate, you may never have to make a claim against your insurance. However, when things do go wrong and you are involved in an unexpected accident, disaster or other loss you may need to make a claim. We have a team of experienced and professional claims personnel that specialise in certain areas of the claims handling process. You can be sure that we have the right person with the right specialty giving attention to your claim.
So how do you make a claim? And how do we make the process easier for you?
Step 1: You
The first thing you must do is contact us as soon as is practical after the event happens. Simply call our office and speak directly with the claims team or alternatively, contact your Account Manager.
Step 2: You and Austcover
We’ll establish the circumstances of the loss and provide the appropriate advice. Austcover will notify the relevant insurance company or, if it is outside of business hours, we may appoint a loss assessor or claims preparation consultant to ensure no time is wasted in advancing your claim.
For larger, urgent or complicated losses, we will arrange a visit straight away and you can discuss the matter in depth with your Account Manager and claims team representative. For smaller or less urgent losses, we’ll advise you on your best course of action and provide you with a claim form and our recommendations on the information required.
Step 3: Austcover
You should send us your claim as soon as you have gathered the information needed. Once we have the documentation our claims team will review the material in conjunction with the policy wording and send a submission to your insurance company. If more detailed information is required, we will let you know.
Step 4: Austcover and the Insurer
Our claims team liaises with the insurance company, loss assessor and/or claims preparation consultant to make sure your claim is being processed as efficiently as possible. In the event of a dispute, Austcover will work with you to prepare a further submission where we believe the insurer’s stance is not in good faith.
Step 5: You and Austcover
At all times, we’ll keep you fully informed and up to date. We’re always happy to answer any claim enquiries and we will take care of all documentation and information transfers.