Making a claim

Home

• Making a claim online
• Making a claim by phone

Travel

• Making a claim
• Contact us within Australia
• Contact us from overseas

Car

• If you have an accident
• Notifying the police
• If your vehicle is stolen or maliciously damaged
• Claims made against you
• How will your claim be handled?

Life Insurance, Loan Protection, CreditCard Plus

• Making a Life Insurance Claim
• Making a Loan Protection claim
• Making a CreditCard Plus claim

For more details please call 13 24 23 between 8am and 8pm (EST), 7 days.

Home insurance claims

Our claims procedures are set out in the CommInsure Home Insurance Product Disclosure Statement. You can make a building, contents or personal valuables claim by phone or online.

Making a claim online
Click to select the relevant claim form page:

• Residential Home Package
• Investment Home Package

After completing the claim details, a summary of your claim advice will appear. Please print this page as a record of your claim. You will be contacted within 3 working days to confirm the details.

Making a claim by phone
Call our 24hr Claims Service Line on 13 24 23.

Travel insurance claims

Our claims procedures are set out in each Product Disclosure Statement (PDS).

Making a claim

1. Call us within 30 days following your return to Australia.
2. Provide us with all the information we need to assess your claim such as police reports, valuations, medical reports, original receipts, proof of ownership etc.
   
   

Contact us within Australia
Contact our Customer Service line 24 hours a day, 7 days a week on 13 24 23.

Contact us from overseas
We are available 24 hours a day, 7 days a week. You can call our REVERSE CHARGE number from anywhere in the world +61 2 9032 2906, or you can send a fax to +61 2 9372 2455.

Car insurance claims

Our claims procedures are set out in the Car Insurance Product Disclosure Statement.

If you have an accident

• Call us on 13 24 23 (we’re here 24 hours a day) as soon as possible with the details of any loss, damage or anticipated or alleged liability and our friendly staff with assist you with the next steps.
• Provide us with the name, residential address and contact phone number of any driver(s) in the accident.
• Provide us with the registration number of any other vehicle(s) involved in the accident.
• Provide us with the name and address of any witness(es) to the accident.
• Tell us your entitlement to Input Tax Credits (ITC) if you are registered or should be registered for Goods and Services Tax (GST) purposes. We will not cover you for any fines, penalties or tax charges if the information you provide us is incorrect.
  
  

Notifying the police
Depending on the legal requirements of the state or territory where the loss or damage occurs, you must:

• Contact the police at the time of the event if any person was injured.
• Request the police be present at the scene of the event; or
• Complete a ‘Self Reporting Collision Form’ at the local police station. You should only do this if, at the time of contacting the police, they inform you that it is not necessary for them to be present at the scene.
  
  

If your vehicle is stolen or maliciously damaged

• Contact the police immediately.
• Call us on 13 24 23 (we’re here 24 hours a day) as soon as possible to report the incident, providing details of any loss, damage or anticipated or alleged liability.
• Do everything reasonable to limit and prevent further loss or damage.
• Provide us with the full name, residential address and phone number of any drivers, passengers and witnesses involved.
• Tell us your entitlement to Input Tax Credits (ITC) if you are registered or should be registered for Goods and Services Tax (GST) purposes. We will not cover you for any fines, penalties or tax charges if the information you provide us is incorrect.
  
  

Claims made against you
If you feel a claim may be made against you, it is important that you:

• Record the name, address, licence number and insurer of other drivers involved.
• Record the registration number of any other vehicles involved.
• Record the name and address of any witnesses.
• Do not make any admissions or attempt to settle any claim made against you.
• Call us on 13 24 23 (we’re here 24 hours a day) as soon as possible to report the incident, providing full details of any loss, damage or anticipated or alleged liability, and all details of other drivers involved.
• If necessary we will ask you to send all documents relating to the claim, such as letters and court documents.
• At our option we may represent you at any inquest of official inquiry, or defend you in court against an alleged offence in connection with the accident.
  
  

How will your claim be handled?
Lumley General Insurance will manage the claims process on our behalf in accordance with the terms and conditions of the Car Insurance policy. When you call our phone number (13 24 23) you will be directed to our car insurance claims area where your call will be answered by Lumley staff.

Lumley have over 50 years experience in the car insurance market and are well equipped to process your claim. They’ve been fully trained on our policy wording and the level of service we expect to provide to our customers. Importantly, we have established a Service Level Agreement with Lumley so you can rest assured your claim will be handled with the same commitment and understanding as it would if you were dealing directly with us.

With the exception of emergency repairs, you must contact us prior to authorising repairs to your vehicle. A repairer will be recommended from a network carefully selected by Lumley for their ability to provide a quality service, with a focus on technical expertise, service commitment, technology, presentation and qualified personnel. If you choose to use a repairer from the network, we have an increased ability to guarantee a level of service and quality of workmanship and materials used.

Life Insurance, Loan Protection, CreditCard Plus claims

Making a Life Insurance claim
If you believe you’re eligible for payment of a Life Care, Total & Permanent Disability Cover, Trauma Cover, Income Care, Income Care Plus or Business Overheads Cover benefit, contact your adviser or our Claims Assist Line on 13 10 56 from 8am-8pm (EST), Monday to Friday. You will be sent the required forms to be completed.

Making a Loan Protection claim
If you believe you’re eligible for payment of a Loan Protection benefit call 13 10 56 between 8am and 8pm (EST), Monday to Friday, and the appropriate forms will be sent to you.

Making a CreditCard Plus claim
If you believe you’re eligible for payment of a CreditCard Plus benefit, call 13 20 15 between 8am and 8pm (EST), Monday to Friday and you’ll be sent the required forms.

Once you have returned the completed forms to us, your claim will be dealt with promptly and we will let you know if we need any further information.