Making a claim on an insurance policy can be a stressful experience. Loss events can be distressing and it is not always clear what steps need to be taken to help resolve the situation.
This can lead to mismatched expectations, delays, and added frustration. However, having a dedicated broker to help handle the claim on your behalf can alleviate the pressure on you and all parties involved.
We’ve assembled these 10 steps to facilitate a smoother claims experience with your broker:
- Prioritise Safety: First and foremost, ensure everyone is safe. If you need to organise a make-safe immediately – do it. Most insurers will not penalise you for making the premises safe until an assessor can visit the site.
- Gather Details: Collect information such as names, and evidence such as photos or reports. Remember that if the insurer has all the necessary information to support the claim, they can make an informed decision and process the claim efficiently.
- Notify Parties: Inform your broker of the loss promptly so we can start the lodgement process for you. This can be in the form of a quick text, phone call, or email.
- Document Conversations: Try to keep records of all interactions relating to your claim, including dates, names, role/company, and summaries of conversations you have with anyone in relation to your claim. This allows us to contact the relevant parties if/when needed.
- Know Your Coverage: To manage your expectations, it’s important to understand your policy or legal rights in the event of a claim. Be sure to read the product disclosure statement (PDS) and your Policy Schedule and free to ask your broker to clarify anything that you do not quite understand - that’s why we’re here.
- Provide Accurate Information: Be truthful and thorough when submitting any information for your claim. Misrepresenting facts or providing false information when submitting a claim can have legal consequences, such as the denial of a claim, potential legal action, or even criminal charges.
- Follow Instructions: Adhere to the claims process and attend evaluations or investigations if required. This can be inconvenient and disruptive but it will help both you and the assessor work together to optimise the claims process. In the event of a large claim that requires a loss adjuster to be appointed, they will liaise with you directly to arrange a time to meet at the site. Remember, they are there to help progress the claim and provide reports to the insurer.
- Consider a Second Opinion: If a claim is not resolved in the way you imagined and if you and your broker have done all you can, there is an option to refer the claim to the insurer’s Internal Dispute Resolution team for further internal review. In the event the insurer upholds its decision on the claim, we can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
- Get Organised: Be sure to keep all documentation and correspondence relating to your claim for easy reference. This could be an additional folder in your emails, or a code word in the subject line to help you quickly find relevant documents.
- Be Patient: Though this is easier said than done, claims take time, especially complex ones, so patience is key. Trust in your broker to follow up with the insurance company for regular updates on your claim.
By taking a methodical approach and staying informed, we can navigate the claims process smoothly, together. Feel free to reach out to discuss your insurance needs at any time.
Demi Tatham
Client Service Executive
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