Making an insurance claim

Information in this section provides an overview of the claims process. It is recommended that a claimant reviews the Claims section in the Code (Section 7) for full details.

The General Insurance Code of Practice provides practical guidance around timeframes and processes for making an insurance claim.

Urgent financial need of benefits

If you are in urgent financial need of the benefits under an insurance policy you hold, because of loss or damage which has resulted in an insurance claim, your insurer can fast-track your claim, and/or make an advance payment to you within five business days to address your immediate financial need.

Repairs

If you make a property repair claim and your insurer selects the repairer, it will accept responsibility for the quality of the repairs and the materials, and will handle any complaints that arise about the quality or timeliness of the work, or the conduct of the repairer.