Claims/ Code of Practice

Claims Lodgement:

Lodge your general insurance claim quickly by contacting our office and speaking to one of our friendly staff. Have your incident details (date, time, location), and supporting evidence (photos, police reports, or itemized lists) ready. In some cases there may be a claim form to complete in which case our office will explain the process to you.

7.1 Claims management

(a) We will keep clients informed in a timely manner regarding the progress of their claim.

(b) When we receive an insurer’s response to a submitted claim, we will notify clients of the outcome as soon as it is reasonably practical to do so.

(c) If a claim is unreasonably denied or reduced by the insurer, we will act as claims advocates on behalf of our clients to try to get the claim paid to the extent covered by the terms of engagement.

(d) We will advise clients if the insurer seeks to negotiate a settlement of their claim.

(e) We will seek our client’s instructions before agreeing to any settlement or compromise of their claim.

(f) If the insurer declines to pay the client’s claim, we will explain the reasons for the insurer’s decision and outline what further steps can be taken, including steps to make a complaint.

A structured claims lodgement process generally follows these steps:

1. Ensure Safety & Secure the Scene

• Emergency: Prioritize personal safety. Call emergency services (000) if anyone is injured or if a property hazard is life-threatening.
• Mitigation: Take safe, reasonable steps to prevent further damage (e.g., stopping a water leak or moving a safe, drivable vehicle off the road).

2. Gather Evidence

• Documentation: Take clear photos or videos of the damage, the surrounding area, and any faulty items.
• Details of Other Parties: If a third party is involved, collect their full name, contact info, driver’s license, vehicle registration, and insurance provider.
• Witnesses & Police: Note witness contact details. If police attend, request and record the Police Report Number.

3. Lodge the Claim

• Speed: Contact our office as soon as possible. Our staff will guide you through the process and give advice/ Guidance on what is required for your particular claim.
• Lodgement: The email contact for claim is info@interre.com.au or contact your broker directly.
• Information Needed: When speaking with the claims agent, provide a clear, honest account of what happened and supply all supporting evidence you have collected.

4. Assessment & Next Steps

• Review: Your insurer will review the claim to verify coverage and may request additional documentation.
• Advocacy: We eliminate the stress of disputed insurance claims by acting as your expert advocate. We challenge unfair insurer decisions, decode complex policy wording, and manage the entire review process to ensure you receive the full financial settlement you are entitled to.
• Next Steps: They will advise you on whether repairs will be managed through their approved network, or if cash settlement and replacement options apply.

5. Settlement & Dispute Resolution

• Outcome: The insurer must contact you regarding the status of your claim, which our office will manage and advise.
• Disputes: If you disagree with a settlement or the claim is denied, first contact your insurer’s Internal Dispute Resolution team Moneysmart.gov.au. If unresolved, you can elevate the complaint to the Australian Financial Complaints Authority (AFCA).