Making an Insurance Claim – tips for small business and individuals

We love working with other businesses who offer services complementary to ours. One of our trusted partners is Christina Neylon from Ausure, who looks after our general insurance and has kindly shared this information for our clients.

Making an insurance claim can be a stressful and highly emotional time. Unfortunately most people don’t pay enough attention to their insurance cover until a claim event occurs. We strongly advocate frequent reviews of your insurance needs to ensure that adequate coverage is in place in the event of a claim. Consider using the services of a qualified insurance professional to navigate you through all the available options.

Following are some tips to keep in mind to assist when things do go wrong.

Report the incident

  • call the police and emergency services if a serious accident has taken place or if your business is essentially a crime scene.
  • if the safety of your business premises has been compromised, do not enter and instead act on the advice of police or other emergency services personnel.
  • advise your insurance company or broker of the situation as soon as possible.
  • even if you don’t have all the information necessary, it’s good to chat to your insurer about what’s happened ASAP. They can then explain the claims process for you and clue you in to any steps you may need to take or evidence you’ll need to gather.

Things you should take note of

  • The time and date of the event
  • The specific location
  • A description of what happened
  • Details of anything you have done to minimise the loss
  • An estimate of the loss
  • Eyewitness accounts and contact details of any eyewitnesses
  • Photos — take photos of anything you think might be relevant,
    but particularly any damage

Read your PDS

If you’re unsure about how the claims process works or what you need to do, locate your insurance PDS. Insurers will always detail how to go about making a claim in this document. The PDS will also note any excesses you need to pay and how long you can expect to wait before your claim is processed. If you use a broker, give them a call.

Tell the truth

While it might be easier to gloss over some of the detail or leave pieces of information out of your claim, this is never a good idea. Leaving things out tends to come back to bite you where insurance claims are concerned. Even if you are concerned that your claim will be denied, you must still tell the truth and include any details that are relevant for the insurer to know.

Some pre-claim tips

The claims process will be much smoother if you ensure you have done the following:

  • Read the PDS —take note of what’s covered and what’s excluded in any potential policy to ensure you don’t go through the claims process only to find that what you’re claiming for isn’t actually covered.
  • Pay your premium — it might seem like a no-brainer, but if you don’t pay your premium your claim will be denied.
  • Review your policy each year at renewal to make sure you’re still covered for everything you need to be covered for.
  • Update your insurer or broker if any of your business’s details change.
  • Take photos of your assets.
  • Make sure there is a system in place, such as saving to an external cloud, for backups.
  • Keep copies of all receipts and invoices — you never know when your insurer will need you to produce them.

The General Insurance Code of Practice provides a quick overview of what you can expect from your insurer at claim time.


Do you have any questions about your insurance needs or coverage in the event of a claim? Please contact us and we can help you every step of the way.

Phone: 07 4639 1600



Christina Neylon
Account Broker
Ausure Coast & Country Pty Ltd
(authorised representative of Ausure Pty Ltd)

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