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Stay protected › Claims Support

When something goes wrong, we're here

Claims are why you have insurance. Here’s what to expect, how we support you, and what to do in the event of an incident.

Make a claim

The moment something happens

Don't wait. Contact us immediately.

Even if you’re unsure if it’s claimable, please let us know. We’d rather assess a potential claim than have you discover later that you’ve breached policy conditions by not notifying us promptly.

Get in touch with a claim

Call:1300 475 092

Email:claims@pocket.com.au

Available: Monday–Friday, 9 am–5 pm AEST (urgent claims: call)


What to do immediately after an incident

1. Ensure safety first
If someone is injured, call emergency services. Safety comes before paperwork.

2. Document everything

  • Take photos of damage, injuries, or the scene
  • Collect witness statements and contact details
  • Gather receipts, invoices, or proof of value
  • Write down exactly what happened while it’s fresh

3. Notify us as soon as possible
Please call or email us with your initial details. We’ll guide you on the next steps.

4. Don’t admit liability
You can be helpful and empathetic without admitting fault. Let us and the insurer handle liability assessment.

5. Preserve evidence
Don’t dispose of damaged property until the insurer has assessed it. Keep all documentation.

Timeline: what to expect

  1. Within 24 hours:
    We’ll acknowledge your claim and provide initial guidance.
  2. Within 3-5 business days:
    The insurer will formally acknowledge the claim and assign a claims handler.
  3. Assessment begins and the loss adjuster may inspect the damage. The insurer then reviews the documentation.
  4. Timeframe for settlement: 
    For simple claims (e.g., theft, minor damage): 2-4 weeks.
    For complex claims (e.g., liability, total loss): 6-12 weeks or longer
    Disputed claims can take months, depending on complexity

We’ll keep you updated throughout and follow up with the insurer if things are moving too slowly.

After a claim

Will making a claim increase my premium?

It depends.

Claims that usually affect premiums:

  • Multiple claims within a year
  • Large claims relative to your premium
  • At-fault liability claims

Claims that may not affect premiums:

  • Single, small claims
  • Not-at-fault incidents (if proven)
  • Natural disaster claims in declared catastrophe zones

The reality

Avoiding claims because you’re worried about premium increases is false economy. That’s literally what insurance is for. If you have a legitimate claim, make it.

We’ll always be transparent about potential premium impacts and help you make informed decisions.


In the worst case

What if your claim is denied?

If the insurer denies your claim, we’ll help you understand why and assess your options:

  1. Review the denial
    We’ll examine the insurer’s reasoning and check if it’s valid under your policy terms.
  2. Challenge if appropriate
    If we believe the denial is unfair, we’ll dispute it on your behalf.
  3. Internal dispute resolution
    We’ll escalate within the insurer’s complaints process.
  4. External dispute resolution
    If internal processes fail, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA), a free and independent service.

We’re in your corner throughout.

The last resort

In rare cases, legal action may be necessary. We’ll advise on your options.

Common questions

When making a claim

How quickly should I report a claim?

As soon as possible, ideally within 24 to 48 hours. Most policies require “prompt” notification. Delays can jeopardise your claim.