Claims
We understand how stressful a claim event can be and we're here to support you when you need us most
Our claims team is well resourced. It includes two legal experts, as well as specialists across various insurance classes. We will be with you every step of the way – we are dedicated to ensuring that your claim is handled professionally and proficiently by your insurer.
Please notify either your account manager or our offices at (03) 9536 7333 of any incidents that may lead to an insurance claim as soon as possible, so we can provide the guidance you need.
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Emergency Claims Assistance - After Hours
In the event that our office is closed, and your account manager is not contactable, you may need to act quickly to secure your property.
If you’ve been the victim of a crime i.e. malicious damage or burglary, please report the matter to police at your earliest convenience.
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Make Safe Repairs
If it’s safe, you should engage with professionals to perform temporary ‘make safe’ repairs to your property to prevent and limit further damage. These repairs may include electrical work, covering damaged structures to prevent water ingress, and boarding up open doors and windows. You may also need glass replacements, emergency plumbing, or assistance from a third party to dry carpets and furniture.
Your insurer will need to review any costs related to the ‘make safe’ repairs before confirming coverage under your policy. We therefore encourage you to take photos of the damaged area and to ask the relevant trades to provide detailed reports or documentation on the work they’ve done. If the repairs are not approved, you will be responsible for the associated callout fees and repair costs.
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Johns Lyng Group
We have partnered with the Johns Lyng Group, which offers our clients a dedicated 24-hour emergency response hotline, providing make safe services across Australia. They are specialists in immediate property restoration.
Should you require urgent assistance please contact:
- Phone: 1300 218 992
- Email: brokerresponse@johnslyng.com.au
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Windscreen & Glass Claims
If you have a broken windscreen or damaged glass at your premises, you can call O’Brien Glass on 1800 645 011 or 131 616.
When you call make sure you have your:
- Policy Number
- Insurer Details
- Details of how the loss occurred and O’Brien Glass will be able to manage the process for you.
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Motor Claims
In the event of a motor claim, once you advise us of the details, we will in turn guide you on the best course of action. This may include lodging a claim with your insurer or simply seeking recovery directly from the ‘at fault’ third party’s’ insurer.
If you’re in a motor accident, please see checklist of immediate actions.
- Exchange information with all parties including Name, Address, Phone Number, Car Registration Number & Driver’s Licence Number (take a photo of this if you can).
- Record the details of the car accident such as the date, time, location and any factors leading to the accident.
- If possible, take photos of the accident scene and all damage to vehicles.
- Contact the Police if necessary
- Organise towing of your vehicle
- In cases where you may potentially be at fault, do not admit liability or make any offer of settlement as this may prejudice your insurer and may impact your policy’s response.
- You may obtain quotes to repair your vehicle, however, do not proceed with repairs until your insurer has provided authorisation.
Contact us at (03) 9536 7340 for initial guidance and we can provide you with the documentation necessary to get the claim lodged with your insurer.