Claims FAQ
Claims questions
Focused answers about evidence, notification, delay and the practical next steps after a loss.
In brief: These are focused educational answers rather than a policy promise. Use the relevant product guide and final schedule to understand the terms that may apply to your own circumstances.
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Claims questions
What should I do first after an insured loss?
Put people and safety first, take reasonable steps to prevent further loss, preserve relevant evidence where safe, and notify the insurer or broker promptly. Your policy and the facts determine the claims process.
Can I repair or dispose of damaged property before a claim is assessed?
Only take urgent steps needed to protect people or prevent further damage, then seek instructions from the insurer or broker. Policy conditions can require notification or approval before repairs, disposal or replacements.
What if my insurance claim is delayed or declined?
Ask for the written reason and the policy terms relied on, keep a dated record of communications, use the insurer’s internal complaint process and then consider the appropriate external escalation route if needed.
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