How to submit a claim

The sooner you let us know, the faster we can help you. Please take note of these important time limits:

• Report your claim or any incident that may lead to a claim, to us as soon as possible, but no later than 30 days, after any incident.
• This includes incidents that you don’t want to claim for right away, but which may result in a claim in the future.
• Email us all documentation relating to your claim, as soon as possible.

• If you’ve been involved in an accident, you must report it to the police within 24 hours, even if there’s no damage to your car, motorbike or watercraft.
• If you’ve suffered a theft, hi-jacking, burglary or any crime-related event, you must tell the police immediately after becoming aware of the incident.

We need a copy of:

• The police report.
• The police case number.
• Your statement to the police.
• Details of the police station and attending officer.
• A detailed list of all items lost, stolen or damaged.
• Any other relevant documentation.
• Details of any third party involved in the incident, if applicable.

If there’s any other insurance policy that covers the same insured incident.

Please tell us immediately if:

• You become aware of any possible prosecution, legal proceedings or claim that could be lodged against you as a result of the incident.
• Any other relevant or new information comes to light regarding the incident that you claimed for, even if this information only surfaces after you’ve submitted the claim, or if the claim’s already been finalised.

Never permit any replacement or repairs that we haven’t authorised yet. Get our written approval first before disposing of any damaged property, or repairing or replacing any losses you may have suffered. Failure to do so may lead to your claim being rejected.

You need to act on, or take note of, the following:

• Pay all the excess amounts, plus any additional excess amounts, that you have to contribute for each claim, as noted on your policy schedule.
• The excess amount you’ll have to pay consists of:
  • The basic excess amount that applies to each specific insured incident/item.
  • Any additional excess amounts that may be applicable for some insured incidents or circumstances (the details are noted on your policy schedule).
• Excess payments are also payable in circumstances where you didn’t cause the accident.
• Assist us, where possible, with any recovery action against any third party responsible for the loss or damage. We’ll reimburse you for any reasonable extra expenses incurred for this purpose.
• Comply with our instructions and requests, as and when we need your assistance.
• You can track the progress of your claim live on our self-service portal.

Any repairs or replacements must be completed within 3 months of your claim being settled.

Never admit guilt or offer a settlement to any other party involved in an incident in which you’re involved. We won’t be bound by any such admission or offer that you make.

Admitting guilt or offering a ‘settlement’ may prejudice any attempt to recover any money spent on repairing your car, motorbike, or watercraft.

Let us take care of everything… It’s our job.