How to Make an Insurance Claim in Australia: Step-by-Step

Filing an insurance claim in Australia is usually a four-part dance: report what happened, lodge the paperwork, back it up with evidence, then wait for the assessor to sign off and the money or repairs to flow.

Snapshot of the steps:

Make the scene safe and confirm your cover.
Gather photos, receipts and witness details.
Tell the police or other authorities if required and notify your insurer.
Submit the claim, cooperate with assessment, receive settlement.

Getting that order right cuts days off the process, keeps you on the right side of the law and can add hundreds of dollars to the final payout. This guide walks through each stage for motor, home, contents and business policies, flagging the small but important differences between them. It also points out the Code of Practice timelines (acknowledgement within one business day, decision within ten once info is complete), common trip-ups, and why meticulous documentation is your best bargaining chip.

Step 1 – Confirm Safety, Loss Type and Policy Coverage

Before worrying about forms or phone calls, stop and check three things: is everyone safe, what exactly has gone wrong, and does your policy respond to it? Nailing this triage sets the tone for the rest of the claim.

Look after people and property first

Call 000 if anyone is injured, a fire is burning or traffic is blocked.
For non-emergencies (e.g. a minor bingle with no injuries), ring the local police station for an event number.
Move vehicles off the roadway if it’s safe; switch on hazard lights; use warning triangles.
At home, board up broken windows, lay tarps over storm-damaged roofs and turn off mains power where flooding is present.
The law—and most Product Disclosure Statements—impose a duty to prevent further loss, so spending $50 on a temporary repair can save an argument later.

Identify the nature of the loss

Ask yourself two quick questions:

What happened? (collision, theft, hail, burst pipe, third-party injury)
Who’s likely at fault?

“Own damage” means you’re claiming for your property; “third-party liability” is when someone else is coming after you. Not-at-fault motor accidents still go through your insurer, but you may get your excess back once the other driver is identified. For businesses, separate the physical loss (damaged stock) from any knock-on effects such as lost revenue—these may sit under a Business Interruption section of the policy.

Check your policy document for coverage and exclusions

Dig out the PDS emailed to you on sign-up or download it from your insurer’s portal. Focus on:

Events covered vs specific exclusions (unlicensed driver, wear & tear, flood if you didn’t opt in).
Waiting periods for storm or bush-fire cover, common in new home policies.
The standard excess and any optional benefits you purchased—windscreen waiver, hire-car after accident, etc.

Example
• Parked car sideswiped: comprehensive motor cover generally pays for your panel repairs minus the excess.
• Home flooded from rising river water: only covered if your policy includes “flood” (often an optional extra); otherwise you’re on the hook for the clean-up.

Confirming these details now avoids lodging a claim that was never payable and speeds up every other step in how to make an insurance claim.

Step 2 – Collect Evidence and Information Immediately

Your future self will thank you for pausing long enough to capture solid proof. Good evidence speeds up assessment, prevents disputes and, frankly, is how many Australians win the battle of “my word versus theirs” when learning how to make an insurance claim. Aim to gather everything while memories are fresh and the scene is untouched.

Insurers love contemporaneous records: clear photos, receipts, witness contacts, police event numbers, even a quick voice memo noting what you see and smell (smoke, fuel, flooding). The golden rule is simple—if in doubt, record it. Storage is cheap; missing data is expensive.

Essential details to record at the scene

Date and time (set your phone to local time-zone).
Exact location: street address or GPS co-ordinates.
Weather and lighting conditions.
Names, phone numbers and email addresses of witnesses.
For motor accidents:
- Registration plates, make/model/colour of every vehicle.
- Driver licence numbers and insurers of all parties.
For property claims:
- Photos that show scale (use a ruler, coin or your hand for size reference).
- Immediate measures you took to limit further damage (e.g. turning off water).
Police, Fire or SES report or incident number.
Quick sketch or diagram if photos are impractical (e.g. night-time crash).

Documentation checklist for different claim types

Claim type	Must-have documents	Nice-to-have extras	Who can issue/provide
Motor vehicle	Licence & rego papers, other driver’s details, dash-cam footage, police event number	Repair quotes, towing receipt, mechanic’s report	Police, tow truck, repairer
Home & contents	Photos of damage, inventory list, proof of ownership (receipts, bank statements)	Serial/model numbers, alarm logs, valuation certificates	Retailer, bank, valuer
Business interruption	Copy of policy schedule, last 12 months P&L and BAS, supplier/customer contracts	Forward bookings lost, staff wage records	Accountant, book-keeper
Personal injury (CTP)	Medical certificate, hospital invoices, incident report	Witness statements, physio plan, wage slips for loss-of-income	GP, hospital, employer

Print this table and keep a copy in your glovebox or disaster kit so you’re not scrambling when pressure is high.

Tips for photos, videos and digital backups

Use your phone’s highest resolution and turn on geotagging.
Take wide shots first, then close-ups from multiple angles; finish with a short video sweep.
Save files in original JPEG or MP4—avoid filters or editing that could cast doubt on authenticity.
Back up instantly to cloud storage (Google Drive, iCloud, OneDrive) or email them to yourself.
Label folders by date and claim type; insurers appreciate organised uploads and you’ll avoid the dreaded “please resend” email.

Thorough evidence gathering might feel over-the-top in the moment, yet it can shave weeks off settlement time and tilt any grey-area decisions in your favour.

Step 3 – Notify the Authorities and Third-Parties

Once the scene is secure and you’ve grabbed your evidence, the clock starts ticking on your legal obligations. Australian road-traffic and criminal laws require you to report certain incidents to Police, Fire or the State Emergency Service (SES), while the Insurance Contracts Act expects you to tell anyone else affected that you may be making a claim. Skipping this step can void cover, attract fines, and delay the whole “how to make an insurance claim” process by weeks. Put simply: if someone is hurt, property is stolen or another person’s assets are damaged, pick up the phone before you pick up the claim form.

When and how to call Police, Fire or SES

Dial 000 for life-threatening emergencies or active fires.
For non-urgent crashes, theft or malicious damage, call the local Police Assistance Line and ask for an Event / Incident Number.
Storm, flood or cyclone damage? Ring 132 500 (SES) first; insurers often ask for the SES reference.
Keep a note of the officer’s name and station—assessors may verify details directly.

Exchanging details with other drivers or property owners

Under every state’s Road Traffic Act you must provide:

Your name and residential address
Vehicle registration and insurer
A contact phone number

Likewise, collect the same from the other party. If you ding a parked car and the owner isn’t around, leave a written note with these details—failure can mean hit-and-run charges and a denied claim.

Statutory time limits for reporting incidents in each state

State/Territory	Motor accident with injury	Theft/Malicious damage	Obtain police number by
NSW	Within 24 hrs	ASAP (no later than 24 hrs)	24 hrs
VIC	Injuries: immediately; Property >$3000: 24 hrs	24 hrs	24 hrs
QLD	Police attend if injury; otherwise report online within 24 hrs	24 hrs	24 hrs
WA	Injury or towing: immediately	24 hrs	24 hrs
SA	Injury: immediately; Property >$3000: ASAP	24 hrs	24 hrs
TAS, ACT, NT	Injury: immediately; Property damage: within 24 hrs	24 hrs	24 hrs

Miss a deadline and you risk demerit points, fines up to $5,000, and an insurer declining or reducing the payout. Tick the compliance box early and Step 4 becomes a straightforward hand-off.

Step 4 – Contact Your Insurer to Start the Claim

With the scene secured and evidence saved, make your next call the insurer. Early contact timestamps the loss, locks in cover and gives the claims team a chance to authorise towing, glass repairs or emergency trades before costs balloon. Don’t wait until every document is scanned; a brief summary is enough to open a claim file and keep you compliant with the “prompt notification” duty found in most policies. Acting fast is one of the easiest ways to smooth out how to make an insurance claim.

Timeframes under the General Insurance Code of Practice

The Code sets minimum service levels:

Acknowledgement of your claim within 1 business day
Initial decision (accept, deny, request more info) within 10 business days of receiving all necessary material
Progress updates at least every 20 business days for complex matters

If an insurer can’t hit a deadline, they must tell you why and give a new date. Knowing these timeframes keeps everyone honest and lets you chase—politely—when silence drags on.

Phone, online and app lodgement options

Channel pros and cons:

Method	Advantages	Watch-outs
Phone (24/7 hotlines)	Immediate human help, clarifies urgent entitlements (tow, hire car)	Peak-hour hold times; ask for the claim reference number before hanging up
Online web form	Upload photos on the spot, saves progress, auto-emails copy of submission	File size limits (usually 5–10 MB per item); some browsers time-out
Mobile app	Uses phone camera and GPS, push-notification updates	Requires stable data connection; older devices may crash

Pick whichever suits your tech comfort, but log the date, time and any confirmation number for your records.

Information the call centre will ask for

Have these details handy:

Policy number and insured name
Date, time and exact location of the incident
Brief description of what happened (two sentences is fine)
Police or SES event number (if applicable)
Contact details for witnesses or third-parties
Your preferred bank account for any cash settlement

Providing the basics in a single, coherent hit reduces back-and-forth emails and starts the assessment clock immediately.

Step 5 – Complete and Submit the Claim Form

The claim form is the spine of the whole process—get it right and the assessor can tick boxes quickly; get it wrong and it bounces back like junk mail. Whether you’re filling out a PDF, an online wizard or a paper booklet, treat every field as a sworn statement. Most insurers won’t even start assessing until the form and its attachments land in their system, so accuracy here is the quickest way to shorten the “how to make an insurance claim” timeline.

Filling out the insurer’s form accurately

Use the exact date format shown (e.g. DD/MM/YYYY) and double-check AM/PM.
Be consistent with earlier phone notes and any police report.
Leave liability wording to the experts—never write “it was all my fault”; simply state facts.
If you genuinely don’t know an answer, write “TBC” and explain why in the comments box rather than guessing.

Example of a clear, factual incident narrative (≈100 words):

On 12/08/2025 at approximately 5:25 PM I was travelling east on Smith St, Brisbane, at 50 km/h (posted limit). Wet conditions, light traffic. A white 2018 Toyota Hilux (QLD rego 123-ABC) exited Jones Ave without giving way and struck the front right quarter of my 2021 Mazda 3 (QLD rego 789-XYZ). Both vehicles came to rest in the left lane. No injuries reported at scene. Police attended and issued event number QP230123456. Dash-cam footage saved; copy provided. My car was towed by RACQ to Smith’s Panel Repairs under policy roadside entitlement.

Digital forms usually accept typed names as signatures; some now use SMS codes or DocuSign. Either method is legally binding under the Electronic Transactions Act 1999.

Attaching supporting documents and evidence

File type	Preferred format	Max size (typical)
Photos	`JPEG`/`PNG`	5 MB each
Video	`MP4`	100 MB
Invoices	`PDF`	10 MB

Tips:

Combine multiple receipts into a single PDF to avoid upload limits.
Name files logically: 2025-08-12_dashcam.mp4, repair_quote_front_bumper.pdf.
Certified copies can be witnessed by a JP, pharmacist, police officer or post-office manager.

Understanding excess, no-claim bonus and premium impact

When excess is payable: usually if you’re at fault, can’t identify the third-party, or claiming for weather damage. Some insurers defer payment until repairs are complete; others take it upfront.
No-claim bonus (NCB): a paid-out claim may reduce or reset your NCB at renewal unless you purchased “NCB protection.”
Future premiums: insurers factor in claim frequency and severity; one glass-only claim may have little effect, repeated collisions almost certainly will.

Tick every field, upload clean evidence, and the assessor can move straight to Step 6 without chasing you for clarifications—saving everyone days of back-and-forth emails.

Step 6 – Assessment, Repairs and Temporary Arrangements

Now the paperwork is lodged, your file is handed to a claims assessor (sometimes called a loss adjuster). Their job is to confirm the facts, tally the repair bill and make sure the event fits the policy wording. Think of them as the referee between you, the repairer and the insurer. A smooth assessment stage is the fastest way to move from “how to make an insurance claim” to “claim paid”.

How insurers appoint assessors and what they look for

Most insurers allocate an assessor within 48 hours for motor and seven days for property losses. You’ll get a text or email to book an inspection at your home, the smash-repair shop or via a video call if damage is minor.

Have ready:

ID and policy schedule
Photos, receipts and police/SES numbers
Quotes or invoices already obtained

You’re entitled to attend any physical inspection and to receive a copy of the assessor’s report on request. They will check consistency between the scene photos, your story and the damage pattern—so keep answers factual and brief.

Authorised repairers vs choosing your own

Many policies funnel you toward an “authorised” network.
Pros:

Faster approval (often on the spot)
Lifetime workmanship guarantee backed by the insurer
No need to pay upfront and claim back

Cons:

Less say over OEM vs aftermarket parts
Limited choice of paint brands or turnaround times

If you prefer your own panel beater or builder, ask for a cash-in-lieu offer. The insurer pays an agreed sum, leaving you to manage repairs (and any cost overruns). Guarantees then rest with your chosen tradie, not the insurer.

Hire cars, emergency accommodation and other entitlements

Comprehensive motor policies often include a hire car when you’re not at fault; otherwise it’s an optional extra. Daily limits run $50–$100 and typically cap at 14–30 days. Home policies may fund emergency accommodation—hotel, Airbnb or similar—up to 10 percent of the sum insured, plus modest meal allowances while your kitchen is unusable. Always confirm dollar caps and time limits before booking to avoid out-of-pocket surprises.

Step 7 – Settlement, Payouts and Next Steps

The assessor has filed their report and the insurer is ready to close the loop. Before you sign on the dotted line, understand how the payout is structured, what you can haggle over and when the money (or repairs) should actually land. Getting this part right ensures you walk away made whole—no more, no less—while staying compliant with policy conditions and the tax man.

Types of settlement (cash, replacement, repair)

Insurers normally offer one of four outcomes:

Repair: the default for fixable damage; the insurer pays the workshop directly.
Replace: a like-for-like item (e.g. brand-new fridge, equivalent model car) sourced by the insurer.
Cash settlement: a lump sum you control. Handy if you want to upgrade or use your own tradies, but the insurer’s figure is based on their preferred repair cost, not your quote.
Total loss write-off: when repair cost ≥ market value or agreed value (whichever your policy states) minus salvage. Vehicle is deregistered; property items are written off.

For business assets, cash settlements may be assessable income, and replacement cost can affect depreciation schedules—check with your accountant.

Accepting or negotiating the offer

Read the settlement statement line-by-line: excess, depreciation, betterment and salvage deductions should be clearly shown. Think the valuation is low?

Gather independent quotes or written valuations.
Send a concise email outlining the evidence and dollar figure you believe is fair.
Escalate to the claims manager or IDR team if the first response is unsatisfactory—this keeps the matter internal and fast.

Polite, documented negotiation often lifts offers on high-mileage cars, prestige bikes and customised home fittings.

Typical timelines and how payments are made

Once you accept in writing:

EFT or BPAY: insurer must pay within 5 business days (General Insurance Code s7.23).
Cheque: dispatched within 10 business days.
Repairs: work authorised within 2 business days; start date set by the repairer’s queue.

Simple flow from agreement to funds:
Offer received → You sign & return → Insurer issues remittance → Bank clears funds (1-2 days)

Keep the remittance advice and tax invoice; you may need them for warranty claims, future insurance or ATO audits. Congratulations—claim closed, on to normal life!

Step 8 – Disputes, Complaints and Your Consumer Rights

Nine out of ten claims close without drama, but if you believe the insurer’s decision or offer is off-base, Australian law gives you a clear complaints ladder. The General Insurance Code of Practice says every insurer must have a fair, free and time-bound dispute process. Raising a complaint will not cancel your policy, affect future renewals, or put you on a secret blacklist—so use the rights you pay for.

Internal Dispute Resolution (IDR) process

Start by emailing the claims handler and clearly label the message “Formal Complaint – Please Refer to IDR”. Attach supporting evidence (quotes, valuations, expert reports) and state the remedy you want. Under the Code, the insurer must:

Acknowledge the complaint within 1 business day
Assign it to a staff member with authority to fix the problem
Deliver a written IDR decision within 30 calendar days

If they need more information, they must explain why and give you a new deadline.

Escalating to the Australian Financial Complaints Authority (AFCA)

Unhappy with the IDR outcome or the 30-day clock expires? Lodge online with AFCA—it’s independent and free. AFCA can review claims up to $1,085,000 for personal policies and issue binding decisions on insurers. You usually have two years from the final IDR letter to apply, so don’t sit on it.

Resources for free legal advice

If things get gnarly, call:

Financial Rights Legal Centre (1300 663 464)
Community Legal Centres in your state
Legal Aid helplines

They can draft complaint letters, decode policy jargon and coach you through AFCA hearings. Knowing these avenues keeps the power balance in check and ensures the insurer plays by the rules.

Step 9 – Post-Claim Tips to Keep Premiums Down

A paid claim shouldn’t automatically mean pricier insurance for the rest of your driving or home-owning life. With a few smart moves you can stay protected without funding the insurer’s Christmas party. Below are three habits that seasoned policy-holders adopt straight after they’ve mastered how to make an insurance claim.

Learning from the incident to reduce future risk

Fit low-cost tech: dash-cams, smart water-leak sensors, surge protectors.
Fix root causes quickly—if a tree branch smashed the roof, have an arborist trim the rest before storm season.
Take a defensive-driving or forklift refresher course; many insurers give 5–10 % discounts for completion certificates.
Keep proof of upgrades (photos, invoices) so the next assessor can see you’ve taken risk seriously.

Why reviewing your policy annually matters

Inflation, renovations and new gadgets all nudge your “sum insured” upwards. An annual review avoids under-insurance penalties and lets you:

Shop the market while memories of the claim are fresh.
Increase the voluntary excess—moving from $600 to $1 000 can chop 15 % off premiums.
Bundle policies (car + home + business) to unlock multi-policy discounts.

Set a calendar reminder one month before renewal; most insurers will re-quote on the spot if you flag recent security improvements.

Switching insurers mid-policy without losing money

Under the Insurance Contracts Act 1984 you can cancel at any time and receive a pro-rata refund minus a tiny admin fee. The maths is simple:

refund = (unused days ÷ total days) × annual premium – admin fee

If you find a sharper deal—say, National Cover’s price-beat guarantee—switching early can save more than the fee costs. Just make sure the new policy starts at 12:01 am on the cancellation date so there’s zero cover gap.

Adopt these post-claim tactics and the next renewal notice won’t make your wallet squeal.

Key Takeaways

Ensure safety, treat injuries and confirm the incident is covered under your policy.
Snap photos, keep receipts and note witness details straight away—evidence accelerates everything.
Report thefts, crashes or hazards to police, SES or owners within deadlines.
Call your insurer early to open the claim and pre-approve emergency costs.
Fill the claim form accurately and attach evidence in accepted formats.
Work with assessors, attend inspections and understand authorised versus preferred repairs.
Review the offer—repair, replace or cash—before signing and banking funds.
Dispute decisions via IDR then AFCA for a free, binding review.
Post-claim, cut premiums by fixing risks, tweaking cover and shopping around.

Act fast, keep documents tight and know consumer laws have your back.
Need sharper premiums and claims help? Grab an online quote from National Cover.