Making a Claim
We know claims can be a stressful experience; we’re here to assist and support you all the way.
Our Claims Management team will proactively guide you through the claims process and supporting you from initial claim notification until satisfactory settlement by your Insurer.
Some claims may be straightforward and settled within days or a stipulated timeline.
Some are naturally more complex, requiring a more personalised approach, for example, discussions with the loss adjusters and insurers.
Our claims commitments:
- Acknowledge new claim notifications within 24 to 48 hours.
- Provide professional advice and guidance to assist you throughout the claim process.
- Negotiate settlement of claims with the insurer if there is a dispute
- Attend joint surveys and meetings with you where required
- Continuously provide you with updates during the claim process.
In the event of a claim
We try to simplify the claims process to help you settle your claims as quickly, professionally and painlessly as possible. If you find yourself in a claim situation, follow our simple Do’s & Don’ts:
- Lodge police reports within 24 hours for the following incidents:
- Break-in / theft / robbery / hijacking
- Property Damage and/or Bodily Injury to Third Party
- Take all reasonable steps to minimize damage.
- Preserve all evidence of damaged property, which may be the subject of your claim. Whenever possible, take photographs with the date displayed on the photograph. Please note that digital photographs and videos are acceptable
- Notify us via email, telephone or fax and provide contact details of the person-in-charge for the loss adjuster to arrange immediate survey.
- Delay in notifying us or to your insurance company in the event of a loss, as this will prejudice your rights under your insurance policy.
- Proceed with repair work prior to discussion with the Adjusters.
- In the event of third party claims made against you: no offer, admission or promise of payment is to be made without the prior consent of your Insurers, as your legal position may be otherwise prejudiced.
- In the event you are compelled to respond to a third party, you are advised to merely acknowledge the notification by the third party by accepting the documents that are given to you, where the wording “ accepted without prejudice” is to be specifically written and initiated by your representative, together with the date the document is received.
Making a claim
We always advise our clients to report a claim (or a potential claim) to us as soon as practicable – preferably within 24 hours upon discovery – as any delay could prejudice your claim. We are always ready to provide you with advice and guidance.