Guide
What to do when the sh*t hits the fan
A quick guide for when something goes wrong and you need to make a claim.
First: Don't panic
Insurance exists for exactly this moment. You’ve been paying premiums—now it’s time to use them.
Most claims get paid. Your job is to report it properly and provide what the insurer needs.
Step one
Contact your broker immediately (within 24-48 hours)
Don’t wait. Don’t investigate on your own. Don’t try to fix it yourself first.
Call or email your broker and say:
“I need to report a potential claim. [Brief description of what happened]. What do I do next?”
Why immediately?
- Most policies require “prompt notification”
- Delays can void your claim
- Your broker can guide you on what to say (and what not to say)
Step 2
Don't admit fault or liability
What not to say:
- “It’s completely my fault”
- “I’ll pay for the damage”
- “My insurance will cover this”
- “I should have been more careful”
What to say:
- “I’m reporting this to my insurance”
- “Let me get the details and I’ll get back to you”
- “I need to speak with my broker first”
Step 3
Document everything
Take photos/videos:
- The damage or incident scene
- Any relevant equipment, products, or locations
- Injuries (if safe and appropriate to do so)
- Anything that shows what happened
Collect information:
- Names and contact details of everyone involved
- Witness statements (if any)
- Police report number (if applicable)
- Medical reports (if someone was injured)
- Receipts, invoices, contracts related to the incident
Write it down while it’s fresh:
- What happened, when, where
- Who was involved
- What you were doing at the time
- Timeline of events
Step 4
Preserve evidence
Don’t:
- Throw anything away
- Repair or replace damaged items (until insurer approves)
- Clean up the scene completely (document first)
- Delete emails, messages, or records related to the incident
Do:
- Keep everything as-is until the insurer assesses
- Store all documentation safely
- Save all communication related to the claim
Step 5
Fill out the claim form (your broker will send this)
What you’ll need to provide:
- Policy number
- Date and time of incident
- Description of what happened
- Estimated cost of damage/claim
- Supporting documentation (photos, reports, etc.)
Step 6
Cooperate with the insurer's investigation
The insurer might:
- Send an assessor to inspect damage
- Request additional documentation
- Interview you about the incident
- Speak with the other party involved
Your job:
- Respond promptly to requests
- Be honest and accurate
- Provide documentation quickly
- Stay in contact with your broker throughout
Don’t:
- Ignore requests for information
- Lie or exaggerate
- Negotiate directly with the other party (let the insurer handle this)
Step 7
Let the insurer handle the other party
If someone is claiming against you:
- Direct them to your insurer
- Don’t negotiate or agree to pay anything
- Don’t discuss the incident with them
- Let your insurer’s legal team handle all communication
What happens next
The claims timeline
Type of claims | Estimated time period |
|---|---|
Simple claims | 2-4 weeks |
Complex claims | 2-3 months |
Disputed claims | 3-6+ months |
It does happen
Common reasons claims get denied
Avoidable reasons:
- You didn’t report it promptly (waited weeks/months)
- You admitted fault before reporting
- You didn’t disclose pre-existing issues when you bought the policy
- You breached policy conditions (e.g., didn’t have required security, didn’t maintain equipment)
- The incident happened before your policy started
Legitimate reasons:
- The incident isn’t covered under your policy type
- The damage falls under a policy exclusion
- You didn’t meet your policy obligations
What to do
If your claim is denied or delayed
Step 1:
Ask your broker to review the denial and explain it in plain English
Step 2:
If you disagree, request that the insurer reconsider (your broker handles this)
Step 3:
If still denied, lodge a complaint with the insurer’s internal dispute resolution team
Step 4:
If unresolved, escalate to the Australian Financial Complaints Authority (AFCA)—free and independent
Before something goes wrong
How to make claims easier
Keep good records
- Store policy documents somewhere accessible
- Save all Certificates of Currency
- Keep photos of valuable equipment/stock
- Document your business processes
Know what’s covered (and what’s not)
- Read your Policy Disclosure Statement
- Ask your broker to explain exclusions
- Understand your excess amounts
Review your cover annually
- Update your broker when your business changes
- Adjust coverage limits as you grow
- Add new activities to your policy
Report potential claims early
- If something happens that might become a claim, report it immediately
- “Potential claim” notifications protect you even if no claim is made