Gather as much information as possible about the claim, including: Show
Step twoMake the claim as clearly as you can. It can be difficult to understand all the information the insurer has sent you particularly at a stressful time. Be sure to ask for support from family and friends and the insurance company itself so you can get your claim lodged. Your insurer may ask for other information. If you’re unable to provide something, for example, a document that has been lost or destroyed, let the insurer know. If you’re still unable to lodge the claim without this requested information, you should seek legal advice immediately. The insurer may send out an assessor or an adjuster to examine your claim. The assessor may interview you, neighbours and witnesses, and review police reports. If you feel you’re being unfairly treated by an assessor make sure you speak up and seek support, you may want to ask for an interpreter or a friend to sit in on any interviews. Don’t sign any documents until you understand what they mean. You should get legal advice about documents your insurer asks you to sign, such as an insurance release form. For more information, visit: www.clcnsw.org.au. Getting a claim paid out fasterInsurers must fast track your claim if you’re in urgent financial need. This is in line with the General Insurance Code of Practice — the guidelines insurers need to follow when dealing with claims and complaints. You can find out more about the code at: www.codeofpractice.com.au The code also states that the insurer must pay you an advance payment if appropriate within five days of you demonstrating financial need. Any advance payment will be taken off your claim’s total value. Talk to your insurer about your situation. If you’re not able to reach an agreement with your insurer you can make a complaint or request a review (see steps 5 – 7). You can also contact the Australian Financial Complaints Authority (AFCA). Visit: www.afca.org.au or call 1800 931 678. Step threeYour insurer may have further reasonable questions that you’ll need to answer. Aim to answer these questions as quickly and completely as you can and ask your insurer to clarify anything. Step fourWithin 10 business days of receipt of your claim, your insurer must inform you of their decision to accept or deny your claim. If more information or assessments are required before your insurer can make a decision, your insurer must explain to you what additional information/assessment is required and how long it may take to reach their decision. |