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.
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.
Call 1300 475 092
Email claims@withpocket.com.au
Available Monday–Friday, 9am–5pm AEST (call for urgent claims)
What to do immediately after an incident
Timeline — what to expect
Within 24 hours — we’ll acknowledge your claim and provide initial guidance.
Within 3–5 business days — the insurer will formally acknowledge the claim and assign a claims handler. Assessment begins and the loss adjuster may inspect the damage. The insurer then reviews the documentation.
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
It depends.
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
If the insurer denies your claim, we’ll help you understand why and assess your options. 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
How quickly should I report a claim?
What if I'm not sure if I should claim?
Can I start repairs before the insurer assesses?
What if the other party threatens legal action?
What if I disagree with the settlement offer?
What happens next
Insurance isn’t set-and-forget. It’s an ongoing partnership. Our team checks in regularly, but if anything changes on your end, such as growth, pivots, or new risks, don’t wait for renewal.