Claims

HOW TO MAKE A CLAIM

For Customers:

Contact your Broker

If you need to lodge a claim please contact your Insurance Broker who will be able to assist you in gathering all the information provided to lodge your claim.

For Brokers:

Online Claims Lodgement

From Dec 1, 2018, it is now possible to lodge your claims directly with us via the Claims Central Online Claims Portal:

Lodge a Claim

Alternatively, you can lodge your claim via phone or email. See contact details below.

AFTER HOURS / EMERGENCY CONTACT DETAILS

You can call IAL claims directly if you need immediate assistance after hours or need to secure your home or property:

For claims lodged before 1 December 2018 Innovation Group acts as a manager and administrator of claims on behalf of IAL

For claims lodged on or after 1 December 2018 Claims Central acts as a manager and administrator of claims on behalf of IAL


WHAT TO DO IN THE EVENT OF A BUILDING, CONTENTS OR LANDLORD CLAIM

  1. Ensure your home is secure and any occupants are safe.
  2. Contact your broker to report your claim as soon as possible, advising all the details of the incident and the details of what has been affected such as broken windows, a damaged roof or stolen contents. If it is an emergency or your home is not secure, you can contact 1300 559 019 for immediate assistance
  3. In the event of theft or malicious contact the police immediately and obtain a report.

As soon as your broker passes on the details to us we will lodge your claim and inform you and your broker of your claim number and the next steps required. If there is an excess you need to pay we will tell you.

If required you may be asked to provide documentation including:

  • Photos
  • Receipts
  • User Manuals, or
  • Repair Receipts
  • For Landlord Loss of Rent/Rent Default claims – you will need to provide a copy of a written rental agreement along with the details of the bond held.
  • For Landlord Damage – you may be asked to provide copies of damage condition reports. Please retain copies of any property inspections.

We will advise you what further documentation is required so we can process your claim as quickly as possible. We will arrange for an assessor to visit your home where necessary and arrange for a repairer or replacement providers to provide quotations for your damaged items.

When destruction, loss or damage occurs to any item of your Contents, we will do one of the following:

  • Replace the item with the nearest equivalent new item; or
  • Repair the item to the condition it was in at the time immediately before it was destroyed, lost or damaged; or
  • Pay you the cost of replacement or repair. We will decide which one we will do.

WHAT TO DO IN THE EVENT OF A MOTOR CLAIM

  1. Please make sure you and anyone traveling in your car is safe. If anyone is hurt call 000 immediately.
  2. Move your car to a safe location if you can but do not leave the scene. If your car cannot be safely driven we can arrange to have your car towed to a safe location.
  3. If you are able to, take some photos of the incident, the location where it occurred including any lane markings, and of the damage to your and any other cars or property. This will assist in the progress of your claim.
  4. If another party is involved make sure to get as many details as possible including their name, address and their insurance details. If anyone saw the accident get their details also.
  5. Contact your broker to report your claim as soon as possible. If it is an emergency or if your car is not driveable, you can contact 1300 559 019 for immediate assistance and we will arrange to tow your car to a safe location.

As soon as your broker passes on the details to us we will lodge your claim and inform you and your broker of your claim number and the next steps required. If there is an excess you need to pay we will tell you.

IAL has a network of repairers we can recommend for you. You also have the right to choose your own repairer, however we may require a second quote from a repairer chosen by us. In either case we will work closely with the repairer to ensure the best repair outcome for your car.

We will then choose (subject to any relevant Policy limits) to:

  • Authorise the repairs at your repairer of choice; or
  • Pay you the reasonable cost of repairing your Vehicle; or
  • Move your Vehicle to a repairer we both agree will repair your Vehicle. In the instance that we both agree to move your Vehicle we will provide you with a rental car for up to 3 days in addition to any other benefit provided under your Policy.