How to make a claim

Our claims procedures are set out in the CommInsure Home Insurance Product Disclosure Statement. You can make a Building, Contents or Personal valuables claim by phone or online.

1. Click to select the relevant claim form page:
• Residential Home Package
• Investment Home Package
2. After completing the claim details, a summary of your claim advice screen will appear. Please print this page as a record of your claim.
3. You will be contacted by us within 3 working days to confirm the details you have sent us. We will advise you of your claim number and may also ask you to send us any other information we may need in order to assess the claim.

1. Call our Claims Service Line on 13 24 20.

Our claims procedures are set out in each Product Disclosure Statement (PDS)

If you need to make a claim against your travel insurance policy you must:

1. Call us within 30 days following your return to Australia.
2. Provide us with all the information we need to assess your claim in English such as police reports, valuations, medical reports, original receipts, proof of ownership and any letters or notices you receive from anyone about your claim.

Within Australia you can contact our Customer Service line 24 hours a day, 7 days a week on 13 24 23.

If you need to call from overseas we are available 24 hours a day, 7 days a week. You can call our REVERSE CHARGE number from anywhere in the world +61 2 9032 2906. Or you can send a fax to +61 2 9372 2455.

Our claims procedures are set out in the CommInsure Car Insurance Product Disclosure Statement.

• Call us on 13 24 23 as soon as possible with the full details of any loss, damage or anticipated or alleged liability. Our Car Insurance Claims Line is open 8am to 6pm (Sydney time) Monday to Friday and 8am to 3pm (Sydney time) Saturday.
• Calls outside these hours will be directed to our Emergency assistance line which is open 24 hours a day, 7 days a week.
• Provide us with the name, residential address and contact phone number of any driver(s) in the accident.
• Provide us with the registration number of any other vehicle(s) involved in the accident.
• Provide us with the name and address of any witness(es) to the accident.
• Tell us your entitlement to Input Tax Credits (ITC) if you are registered or should be registered for Goods and Services Tax (GST) purposes. We will not cover you for any fines, penalties or tax charges if the information you provide us is incorrect.

Depending on the legal requirements of the state or territory where the loss or damage occurs, you must:

• Contact the police at the time of the event if any person was injured as a result of the event.
• Request the police be present at the scene of the event; or
• Complete a ‘Self Reporting Collision Form’ at the local police station. You should only do this if, at the time of contacting the police, they inform you that it is not necessary for them to be present at the scene of the event.

• Contact the police immediately.
• Call us on 13 24 23 as soon as possible to report the incident, providing full details of any loss, damage or anticipated or alleged liability.Our Car Insurance Claims Line is open 8am to 6pm (Sydney time) Monday to Friday and 8am to 3pm (Sydney time) Saturday.
• Calls outside these hours will be directed to our Emergency assistance line which is open 24 hours a day, 7 days a week.
• Do everything reasonable to limit and prevent further loss or damage.
• Provide us with the full name, residential address and phone number of any drivers, passengers and witnesses involved.
• Tell us your entitlement to Input Tax Credits (ITC) if you are registered or should be registered for Goods and Services Tax (GST) purposes. We will not cover you for any fines, penalties or tax charges if the information you provide us is incorrect.

If you feel a claim may be made against you, it is important that you:

• Record the name, address, licence number and insurer of other drivers involved.
• Record the registration number of any other vehicles involved.
• Record the name and address of any witnesses.
• Do not make any admissions.
• Do not attempt to settle any claim made against you.
• Call us on 13 24 23 as soon as possible to report the incident, providing full details (i.e. quotes for damage incurred, letters from third parties) of any loss, damage or anticipated or alleged liability and all the details of other drivers involved.
• Our Car Insurance Claims Line is open 8am to 6pm (Sydney time) Monday to Friday and 8am to 3pm (Sydney time) Saturday.
• Calls outside these hours will be directed to our Emergency assistance line which is open 24 hours a day, 7 days a week.

If necessary CommInsure will ask you to send all documents relating to the claim such as letters and court documents.

At their option CommInsure may represent you at any inquest of official inquiry, or defend you in court against an alleged offence in connection with the accident that led to the claim being made against you.

Lumley Insurance will manage the claims process on our behalf in accordance with the terms and conditions of the CommInsure Car Insurance policy. When you call our CommInsure phone number 13 24 23 you will be directed to our car insurance claims area where your call will be answered by Lumley staff.

Lumley have over 50 years experience operating in the car insurance market and are well equipped to process your claim. Lumley staff have been fully trained on our policy wording and the level of service we expect to provide to our customers. Importantly, we have established a Service Level Agreement with Lumley so you can rest assured your claim will be handled with the same commitment and understanding as it would if you were dealing directly with CommInsure.

CommInsure is now a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct. This document specifies standards, processes and transparency between Insurers and Suppliers.

Repairers need to follow a standard application process when applying to become a Preferred Smash Repairer. Applications will be measured against the following minimum standard criteria:

• Quality of work
• Customer service and facilities
• Geographic location
• Equipment level and repair capacity
• Repair costs
• Industry relationships and references
• Repair management software and technology
• Historical performance of previous repair work
• Workshop presentation
• Shop facilities
• Customer support and communication
• Our business need for a supplier in your area

To register your interest in becoming a Preferred Smash Repairer please email a detailed proposal to preferredsuppliers@cba.com.au clearly outlining:

• Your business name, ABN and contact details
• Credentials and qualifications
• Current performance relating to the above standard criteria.
• Any supporting documentation including references and photographs of your workshop.

Smash repairers submitting applications to become a Preferred Smash Repairer will need to understand that CommInsure is free to use any other supplier of similar services and that there is no volume of work guaranteed. If we do not require a supplier in your area, you will be advised accordingly and your proposal kept on file for 3 months should a need arise in the near future.

As CommInsure is a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct,we ensure that all disputes are taken seriously. CommInsure has a standard Dispute Resolution Process to promptly resolve complaints or disputes that may arise in relation to our PSR's and motor vehicle repairs.

The Process:

1. In the unfortunate event of a dispute, you first need to contact your local Assessing Manager.
2. If the dispute has then not been resolved after discussions with your local Assessing Manager, you can request for it to be independently reviewed through our Internal Dispute Resolution (IDR) process. You need to email (preferredsuppliers@cba.com.au) providing us with full details of your dispute and any documentation to support the dispute.
3. Should you still not be satisfied you can proceed to External Dispute Resolution (EDR). This must be submitted in writing outlining your dispute and the outcome you are requesting. You will receive a written response detailing the outcome of the EDR review.

If you believe you are eligible for payment of a life cover, total and permanent disbility cover, trauma cover, income protection or business overheads cover benefit, contact your adviser or our Claims Assist Line on 1800 221 516 from 8am-8pm (Sydney time), Monday to Friday. You will be sent the required forms to be completed.

If you believe you are eligible for payment of a Loan Protection benefit please call 13 10 56 between 8am and 8pm (Sydney time), Monday to Friday and the appropriate claims forms will be forwarded to you.

If you believe you are eligible for payment of a CreditCard Plus benefit, please call 13 10 56. You will be sent the required forms to be completed.

Once you have returned the completed form to us, your claim will be dealt with promptly. We will let you know if we need any further information to assist us in the assessment of your claim.