Our Insurance Claim Process

If you or your business are in the unfortunate position of needing to lodge an insurance claim, you might be feeling confused or apprehensive about the process — or maybe you just don’t know where to start. There’s documentation, requests for information, contacting third parties and more, which can all prove exceptionally time-consuming (not to mention, stressful)!

At Reg Leis Insurance Services, we pride ourselves on our proactive claims management approach, meaning you can keep doing what you do best, while we do what we do best.

How does our Claims Process work?

The process of claiming on your insurance is relatively straightforward; an event occurs (such as a loss, damage or injury), you lodge a claim, the claim is assessed, and an outcome is provided by the insurer. What most people don’t see is all the activity that it takes to achieve an outcome.

Let’s look at the 4 Stages of the Claims Process.

Stage 1 – Safety & Reporting

The first step involves thinking about the safety of yourself and others. If it’s safe to do so, move yourself, your family or your staff to safety. Secondly, contact the police in incidents such as serious accidents (especially those involving injury) or in the event of theft or burglary.

Start collating the information an insurer will need at claim time. Review your policy document or product disclosure statement (PDS) which will include the terms and conditions of your insurance policy. We can help with this step.

You’ll need details such as

• Your Police Report Number
• Details of other drivers, third parties, witnesses including rego number, licence details, contact details
• Stauatory Bodies who may be involved
• Any Letter of Demand

Stage 2 – Claiming

The next step is to notify us as soon as possible to start the claims process with your insurer. Complete our Online Claim Form or contact our office on (07) 5482 7485. We’ll need some basic details and relevant information and can provide you with policy and excess information. From there, we will ensure that we have all the necessary information to liaise with your insurance company to progress your claim.

Stage 3 – Assessing

Before an insurer can decide whether or not to approve your claim, they will assess all of the information provided, including what you are covered for under your insurance policy. This may involve an insurance assessor who will examine the circumstances of the claim and then provide the insurer professional advice on how to proceed with your claim.

Stage 4 – Outcome

This last step is where the insurer decides whether or not to accept the claim and once approved, you can expect cash settlement, repairs or replacement to commence.

How long does the claims process take?

Under the General Insurance Code of Practice, insurers have specific timeframes to follow. They have 10 business days to inform us whether they can either accept or deny your claim, based on the information provided. It’s best practice to gather as much detailed information as possible at the start although we know it’s not always achievable in some circumstances to gather proof of ownership documents and receipts.

It’s typical to receive an update on the progress of your claim every 20 business days, unless your claim is particularly complex.

What if you have suffered a financial loss?

If you have suffered financial hardship as a result of the claim event and are in urgent financial need, let us know so we can assist in exploring available options and help you access the best course of action.

Outcome Focused

We understand how important it is for you to have a positive claims outcome. As a Steadfast insurance broker, we leverage the support of our network so that you’ve got the added benefit of a large organisation that can help if an issues arise. We can support you to manage your claim, including submitting the required supporting evidence and championing it at the highest level with insurers if there happens to be an issue.

Our proactivity and expertise make us stand out from the crowd. It can pay to have Reg Leis Insurance Services on your side. We’re here to help you make an insurance claim with confidence.