Making a Claim - Home and Contents  

What you must DO immediately after the loss or damage

  • Take all reasonable steps to prevent further loss, damage or liability.
  • Notify Police immediately if a burglary has occurred or if your property is lost, stolen, or maliciously damaged and obtain a copy of the police report.


    Liability

  • Do not admit liability either verbally or in writing if an incident occurs which is likely to result in another person making a claim for compensation against you.
  • Do not make an offer, settlement or promise of payment without our prior written consent.
  • Do not incur any costs or expenses without our prior written consent, in respect of any right or claim.


    Making A Claim 

  • Promptly contact the insurer on the number listed on your policy documentation to report the loss, damage or accident and obtain further information about what to do next, including information advising what documentation will be required to support your claim. Usually this can be done 24 hours per day 7 days per week.
  • Alternatively you can contact Affinity Insurance Brokers on 1300 131 366, on Monday to Friday between the hours of 8.00am – 5.30pm to report the loss, damage or incident.
  • You may be required to submit information and documentation such as quotations, proof of ownership and/or a police report in support of your claim.
  • After receiving your claim details your claim will be lodged and the insurer will determine coverage under your policy.
  • If your claim is covered and payable, the insurer may choose to repair or replace items, or alternatively pay you the reasonable costs of repair, replacement or reinstatement. However, your co-operation is required to provide an accurate description of any items together with any information or documentation such as quotations, invoices and/or proof of ownership which support your claim.
  • An assessor or investigator may be appointed to attend your premises to assess the circumstances of the loss or damage.


Excess 

An excess is the first amount, which you must pay towards each claim. This amount is shown on your schedule. Before your claim is paid you must pay the total amount of the excess to the person to whom we or the insurer direct you to pay it. This may be a repairer or to the insurer. 

Co-Operation

If an event occurs which may give rise to a claim being made against you, you must:

  • Supply us or the insurer with all the information we require to settle or defend the claim on your behalf.
  • Send to us or the insurer immediately any letter, notice, claim, Writ, Complaint or communication from other parties in which a claim is made or threatened or intimated.
  • Not authorise repairs or replace goods without our prior written consent.


    Method of Settlement:

    The insurer will:
  • Repair or replace the items, or
  • Pay the reasonable cost of repair or reinstatement to a condition substantially the same as, but not better than new, or
  • Pay up to the sum insured (This amount is shown on your schedule).
  • In most circumstances your claim will be settled on replacement value especially claims for jewellery, photographic and electrical items (unless the item is rare and unable to be easily replaced).


    Window Claims

  • If you have your home insured and a broken window occurs please contact either:
  • O'Brien Glass on 1800 800 889 and quote your policy number to arrange repairs/replacement.
  • Then promptly contact the insurer on the number listed on your policy documentation to report the loss, damage or accident and obtain further information about what to do next, including information advising what documentation will be required to support your claim. Usually this can be done 24 hours per day 7 days per week.
  • Alternatively you can contact Affinity Insurance Brokers on 1300 131 366, on Monday to Friday between the hours of 8.00am – 5.30pm to report the loss, damage or accident.

    Please remember this is a quick claims reference guide to assist you. Your insurance policy consists of the policy wording, Product Disclosure Statement and Policy Schedule. You should read these documents carefully to fully understand the details of the cover as well as the exclusions and conditions.