Everyday Insurance claims.
We all hope for happy lives, homes, travels and pets and that there’s never a need to make a claim. But accidents and mishaps can happen, when you least expect it. We’re here when you need us most, so you can lodge a claim with our Claims Team 24/7.
If you find yourself involved in an incident and need to make a claim, we’ve made it simple for you to know what to do and understand how our insurance claim process works.
Make a claim.
How we make your insurance claim easy.
- Online claims for Car, Home, Landlords, Pet and Travel Insurance.
- Claims lodgement 24/7.
- Emergency Car, Home Landlords and Travel claim assistance.
- Fast track glass-only Car Insurance claims process.
What to do after an accident or incident.
We want you to be safe. We have provided a guide to help you be prepared, if the worst occurs. It will also ensure you’re ready if you ever need to make an insurance claim later.
1. Be safe.
Focus on the safety of you, your family and others first. Move away from danger, or go to a secure location if you can and need to.
2. Call help.
If anyone is injured or for serious incidents, phone 000 for emergency services within Australia, get in touch with local authorities or phone +61 2 9692 4479 for Travel Insurance emergency assistance while travelling overseas. Obtain relevant documents relating to the accident or incident, such as a police report, a written medical report or fire brigade event number when it’s available.
3. Take details.
Note down relevant information about the scene and anyone involved, along with information from any witnesses.
4. Get it documented.
Take photos where the event occurred, including any items affected or injuries relevant to a future claim.
5. Contact us.
We may be able to arrange travel assistance, temporary accommodation, car hire, tow your vehicle and more, if it’s urgent.
Assistance and claims processes vary depending on the insurance product you have purchased.
Insurance claim checklist.
Here’s a handy rundown of basic information you need to have ready if you would like to lodge a claim:
- Your personal details and policy number.
- Personal details of any other relevant people involved, or witnesses.
- Incident details including when, where and what took place.
- Photos of the scene and damage to any property or items.
- Police event number or report, if applicable.
Everyday Insurance claims FAQs.
Tell us as soon as possible, after collecting details and documenting the event. That way, our Claims Management Team can help get you back to your normal life quicker.
We've made it quick and easy for you to make a claim and provide all the supporting information online. But don’t worry if you don’t have everything you need when you start. You can always get your claim underway and send anything remaining later.
If you've submitted your claim before 1 July 2023, your claim in My Insurance Portal will have different statuses depending on their progress:
Submitted: your claim has been made and it’s pending review by our claims team.
Open: your claim is under assessment by our claims team.
Closed: your claim has been resolved and settled.
Withdrawn: your claim is no longer under consideration.
Declined: your claim request has been assessed and declined.
If you've submitted your claim after 1 July 2023, you can access your claim in MyClaims Portal, through My Insurance Portal. The status of your claim depends on the progress:
Draft: your claim form is not completed / submitted. It will be available in draft status for 30 days, and then will be auto deleted.
Open: your claim has been submitted and is under assessment by our claims team.
Closed: your claim has been resolved and settled, withdrawn (no longer under consideration) or declined (your claim was assessed and declined).
If you have any questions about your existing claim, please contact our Claims Team on 1300 10 1234 during our claims inquiries operating hours.
If you have submitted a claim on or after 1 July 2023, it will be listed in MyClaims Portal which can be accessed via My Insurance Portal.
For any further assistance with your existing claim, please call our Claims Team on 1300 10 1234, Monday to Friday, 8am-5pm (AEST/AEDT).
Need emergency services?
If you're in Australia, call the emergency services on 000
Check your Product Disclosure Statement for more information.
We're here to help.
