Insurance Claims

Learn More About Insurance Claims, How to Lodge a Claim, and how Morgan Insurance Brokers helps you through the process.

Business Insurance Broker

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.


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.


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


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


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 and Lodge your Insurance Claim Here

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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.

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. 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.