Insurance Claims
Learn More About Insurance Claims, How to Lodge a Claim, and how Morgan Insurance Brokers helps you through the process.
Our Role as Your Insurance Broker
As your insurance broker, our role during a claim is to serve as your representative between you, the policyholder, and the insurance company, ensuring your interests are well-represented.
We advise you on navigating the claims process, assist in gathering and submitting necessary documentation, and negotiate with the insurer on your behalf to secure the best possible outcome. Leveraging our industry knowledge and relationships, we aim to make the claims process smoother and less stressful for you, working diligently to ensure a fair and prompt settlement. Essentially, we are your advocate, guiding you every step of the way through the complexities of your policy and the claims process.
We will provide you with our Financial Services Guide prior to, or at the time we provide you with any claims assistance.
THE CLAIMS PROCESS
Have your insurance claim handled in a few easy steps
Let us handle the complexities of your insurance claim, so you can focus on what you do best. Rest assured, with our expertise and experience, we are well-equipped to manage the entire claims process for you.
01
Notify us of the claim by completing form below
Notify us of the claim and submit all requested information to us in order to lodge with the insurer
02
Determine Cover
Have your claim assessed by the insurer to know to what extent your policy will respond and provide any additional information in order to proceed
03
Claim Result and Finalisation
When your cover has determined, we can then look at proceeding with finalising your claim whether that be completing repairs on damaged property, replace lost or damaged items, or representing you in a defence case.
Notify us of your Insurance Claim via email
Contact your account manager so we can assist you further:
Lauren Spice – lauren@morganinsurancebrokers.com.au
Charlene Asaris – charlene@morganinsurancebrokers.com.au
Kari Massey – kari@morganinsurancebrokers.com.au
Morgan Da Cruz-Leitao – morgan@morganinsurancebrokers.com.au
Time Frames
These timelines are guidelines, and the actual process can vary based on the complexity of the claim, the type of insurance, and specific circumstances surrounding the claim. We will strive to communicate openly with your insurer throughout the process and to provide any requested information promptly to avoid delays.
Acknowledgement of Claim
Morgan Insurance Brokers will prioritise your claim when receiving notification from yourself. After receiving the minimum amount of information required, we will then lodge the claim with the insurer.
The insurers usually have a 24-48 hour turnaround time to acknowledge your claim.
Advice from the insurer
After acknowledging the claim, the insurer will review the details provided, which may include assessing the damage, reviewing documentation, and determining if the claim falls under the policy’s coverage. There is no set timeline for this.
Decision Timeline
If the insurer has all the necessary information and no further assessment is required, they must decide to accept or deny the claim within 10 business days. If the insurer needs additional information or an assessment, they must inform the policyholder within 10 business days of the need for further assessment and provide a timeline for when a decision can be expected. The insurer must also update the policyholder on the progress of the claim at least every 20 business days.
What happens if my claim is declined?
Morgan Insurance Brokers will guide you through a declined claim
Morgan Insurance Brokers will fight to get your claim paid quickly and swiftly. Sometimes, claims get declined even with our guidance. We can help you escalate this further.
Internal Dispute Resolution
If you are unhappy with their decision, you can make a complaint through their Internal Dispute Resolution process. They will review your complaint fairly and provide a written response.
External Complaints
External Dispute Resolution (EDR) is an independent process that allows you to have your complaint reviewed by an external body, if you are not satisfied with the outcome of the insurers Internal Dispute Resolution (IDR) process.
For financial services in Australia, the external dispute resolution scheme is the Australian Financial Complaints Authority (AFCA).
What You Can Expect From Us
We are committed to clear, timely, and respectful communication throughout your claim. We will explain the claims process in plain language, keep you updated at least every two business days (unless we’re waiting on information from you), and be available to answer your questions. If additional information is needed or a claim decision is adverse, we will clearly explain why and outline your options. We will always treat you fairly, act reasonably, and keep you informed of your rights, including how to make a complaint if needed.
What we need from you
We ask for certain documents and details so that your insurer can confirm your coverage and verify your claim. We assist the insurer to assess the loss accurately and fairly, and help you achieve the best possible outcome.
We only request further information where it is reasonably necessary to assess your claim. We will always explain why and ensure the process is proportionate and as non-intrusive as possible.
Let us know about your claim as soon as you reasonably can
Let us know about your claim as soon as you reasonably can after an incident, loss, or event occurs. Prompt notification helps us guide you through the next steps, confirm whether your policy may respond, and reduce the risk of delays in the assessment of your claim.
Tell us promptly if anything changes
Tell us promptly if anything changes, or if you become aware of new or additional information that may be relevant to your claim. Keeping us informed helps ensure your claim is assessed based on the most up-to-date and accurate information available.
Respond to reasonable requests for information or documents
Respond to reasonable requests for information or documents from us or your insurer in a timely manner. These requests may include forms, invoices, photographs, reports, or other evidence needed to assess or progress your claim.
Provide Information that is accurate, complete and honest
Provide information that is accurate, complete, and honest, including details about the circumstances of the claim and any supporting documents. This helps your insurer properly assess the claim and ensures decisions are made fairly and based on correct information.
Faq
Frequently asked questions about insurance claims
A cash settlement is usually offered for damage to property, such as property – building and contents for example.
Most insurers give you the option to take a cash settlement, however, with other insurers they push to use their panel of authorised repairers.
Cash settlements are not common for motor vehicle repairs.
A cash settlement factsheet is a document that provides detailed information about the option to receive a cash settlement rather than having the insurer pay for repairs or replacements directly.
An insurer assessor, or insurance loss adjuster, is a professional tasked with evaluating insurance claims on behalf of an insurance company. Their role involves inspecting damage, reviewing claim documentation, determining coverage under the policy, estimating repair or replacement costs, and negotiating settlements with claimants.
For larger and more complex claims, insurance companies typically appoint an assessor to manage the evaluation process. However, it is also common for some insurers and most commonly underwriting agencies to outsource the handling of all their claims, regardless of size or complexity, to external insurance assessors. This outsourcing strategy helps ensure that every claim is thoroughly investigated and accurately assessed, providing a high level of expertise and efficiency in the claims handling process.
An excess is the amount of money that a policyholder is required to pay out-of-pocket before the insurance company covers the remaining costs associated with a claim. Most claims you will have to pay an excess. The excess can range from $0 – $100,000
The most common excess amount is $500 for public liability claims, $250 for business package claims, and $600 for householder claims.
Yes, it is possible that your insurance premium will increase if you make a claim. This is because, from the insurer’s perspective, making a claim is an indication of increased risk.
For motor vehicles, some insurers will have a panel and network of approved repairers that they prefer you to use.
It depends on the insurer, the type of policy, and your coverage level.
The information required in order to lodge an insurance claim will vary on the type of claim, but standardly, you will be requested to provide:
- Details about the incident (date, time, location)
- Photos or videos of the damage
- Police reports if applicable
- Witness information if available
- Receipts or estimates for repairs
If there’s a dispute about the claim or you are unsatisfied with the decision, Australian insurers are required to have an internal dispute resolution process that we can access.
If the outcome is not favourable, then you also have the right to take their complaint to the Australian Financial Complaints Authority (AFCA), which provides an independent dispute resolution service.
If there is an emergency and you find yourself needing to do repairs, you can contact us as your broker, or the insurer if they have a 24 hour emergency line for advice.
As your broker, we usually recommend proceeding with emergency repairs to mitigate any further damages. We will request that you keep any photos, receipts, and invoices for the emergency repairs when submitting for reimbursement.
