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How to make an insurance claim (step-by-step)

A step-by-step guide to making an insurance claim in Australia — what to do first, the documents and details you need, how the excess works, and what to do if your claim is delayed or denied.

Making an insurance claim is stressful precisely when you are least prepared for it — after an accident, a burglary, or a storm. The process is far smoother when you know the steps in advance and have your policy details within reach. Here is a calm, practical run-through.

Step by step

  1. Make sure everyone is safe first. Deal with injuries, hazards and emergency services before anything insurance-related.
  2. Document everything at the scene. Take photos and video, note the time and location, and for a car incident collect the other driver's name, contact details, registration and insurer.
  3. Report it if required. Theft, malicious damage and some motor accidents should be reported to police — get the event or reference number.
  4. Find your policy details. You will need your policy number and to know what your cover, excess and limits are.
  5. Lodge the claim promptly. Contact your insurer by phone or online. Most have a claims portal. Do not delay — some policies require prompt notification.
  6. Provide evidence. Supply photos, receipts, quotes and any reference numbers. Proof of ownership and value speeds up contents and belongings claims.
  7. Keep a record of every interaction. Note names, dates, reference numbers and what was agreed.
  8. Understand the excess and settlement. Confirm which excesses apply, how they are collected, and whether you are being paid out or having repairs arranged.
The single biggest time-saver is having proof of what you own and what your policy says before you claim — receipts, serial numbers, photos, and the current policy schedule and PDS.

What insurers look for

Claims go more smoothly when the story is consistent and evidenced. Insurers assess whether the event is covered under your PDS, whether you met your duties (like reasonable care and prompt notification), and whether the value claimed is supported. Honest, complete information up front prevents the back-and-forth that drags claims out.

If your claim is delayed

Ask for expected timeframes and the name of the person handling your claim. Australian insurers operate under industry service standards, so it is reasonable to ask when you will get a decision and to follow up in writing if that date passes.

If your claim is denied

  1. Ask for the reason for denial in writing.
  2. Check that reason against the wording in your PDS.
  3. If you disagree, lodge a complaint through the insurer's internal dispute resolution process.
  4. If still unresolved, escalate to the Australian Financial Complaints Authority (AFCA), which is free for consumers and independent of the insurer.
Insuro keeps your policy schedules, PDS documents and renewal dates in one searchable vault — so when you need to claim, the details are a search away instead of lost in your inbox. Forward your insurer emails to your private@insuro.com.auaddress. Free during beta.

Frequently asked questions

What do I need to make an insurance claim?⌄

You typically need your policy number, the date and details of what happened, evidence (photos, receipts, a police or event reference where relevant), and the other party's details for a car claim. Having your policy schedule and PDS on hand makes the process much faster.

How long does an insurance claim take?⌄

It varies from days for a simple claim to weeks or months for complex ones. Insurers in Australia are bound by industry service standards on how quickly they must respond and decide, so ask for expected timeframes and keep a record of every interaction.

What happens if my insurance claim is denied?⌄

First ask for the reason in writing and check it against your PDS. If you disagree, lodge a complaint through the insurer's internal dispute resolution process. If it is not resolved, you can escalate to the Australian Financial Complaints Authority (AFCA), which is free for consumers.

Do I pay the excess before or after the claim?⌄

It depends on the claim and insurer. Sometimes the excess is deducted from your payout; sometimes you pay it to the repairer. Your policy documents set out which excesses apply and how they are collected.

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