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 7am to 6pm (Sydney time) Monday to Friday and 8am to 3pm (Sydney time) Saturday and Sunday. 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 7am to 6pm (Sydney time) Monday to Friday and 8am to 3pm (Sydney time) Saturday and Sunday. 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 7am to 6pm (Sydney time) Monday to Friday and 8am to 3pm (Sydney time) Saturday and Sunday. 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 General 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.

With the exception of emergency repairs, you must contact CommInsure prior to authorising repairs to your vehicle. A repairer will be recommended from a network of repairers carefully selected by Lumley for their ability to provide a quality service, with a focus on technical expertise, service commitment, technology, presentation and qualified personnel. Each repairer chosen to be part of this network is bound and monitored by a Service Level Agreement that reflects this focus and details our expectations.

If you choose to use a repairer from the network, CommInsure has an increased ability to guarantee a level of service and quality of workmanship and materials used.

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 20 15. 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.