Guide
How to make a business insurance claim
When something goes wrong, the first few hours matter. Make the site safe, record what happened, don't admit fault, and tell your insurer or broker as soon as you can. The insurer will assess what happened against your policy terms, including your cover, exclusions and excess.
What should you do first when something goes wrong?
Make it safe and get help
If someone is hurt, get medical help first. Make the site safe, stop further damage where you reasonably can (for example, turning off water or covering an opening), and call police for theft or vandalism. Get a police event number for theft claims. Avoid non-urgent repairs until you've spoken with your insurer where possible.
Record what happened
Take photos and video of the damage and the surrounding area before anything is moved, note the date, time and who was there, and get names and contact details of witnesses and anyone involved.
Don't admit fault or promise to pay
Be helpful, but don't admit liability or agree to pay for damage. Pass any demands or correspondence to your insurer or broker.
Tell your insurer or broker quickly
Notify as soon as you can, even if you are not sure a claim will be made. Policies usually ask for prompt notification. If a third party sends you a letter of demand, pass it on straight away.
Keep receipts and records
Keep receipts for emergency repairs and replacement items, invoices, contracts, quotes, and any communication with the other party. For tools claims, proof of ownership and value helps.
Work with the loss adjuster
For larger or more complex claims, the insurer may appoint a loss adjuster, assessor or investigator. Answer their questions honestly, provide the documents they ask for, and keep notes of each conversation.
Which cover may apply to which kind of claim?
| What happened | Cover that may apply |
|---|---|
| Someone is injured or their property is damaged because of your work | Public liability |
| Your tools are stolen from your ute or a site | Tools and equipment |
| Your work vehicle is damaged in an accident | Commercial vehicle |
| A project is damaged before handover | Contract works |
| Your excavator rolls or is stolen | Plant and equipment |
| You're injured and can't work | Personal accident and illness (or workers compensation for employees) |
What mistakes cause problems with claims?
- Waiting weeks to tell the insurer, or not passing on a letter of demand
- Admitting fault or agreeing to pay at the scene
- Throwing away damaged items before the insurer has seen them
- Doing work that wasn't declared on the policy
- Not meeting policy conditions, such as tool security or hot work requirements
Common questions about claims
How long do I have to make an insurance claim?
Most policies require you to notify the insurer as soon as reasonably possible. Some liability policies only respond to claims made and notified during the policy period, so telling the insurer early matters.
Will making a claim increase my premium?
It can. Insurers consider claims history when pricing, especially for at-fault and repeated claims. But not notifying a claim you should have can create bigger problems later.
What if the insurer declines my claim?
Ask for the reasons in writing. You can make a complaint through the insurer's internal dispute resolution process, and if you're not satisfied you may be able to take it to the Australian Financial Complaints Authority (AFCA), a free external dispute resolution scheme.
What is an excess?
The excess is the amount you pay towards each claim. A higher excess usually means a lower premium. Some policies have different excesses for different events, such as underground services or theft from vehicles.
This page is general information only. It does not take into account your objectives, financial situation or needs, and it is not a recommendation to buy any insurance product. Always read the policy wording and, where applicable, the Product Disclosure Statement.