We're Here When It Matters
Making a Claim
Something has gone wrong. Call us first. We'll lodge the claim, deal with the insurer, and keep things moving.
Call 1300 227 123
Something has gone wrong. Call us first. We'll lodge the claim, deal with the insurer, and keep things moving.
Call 1300 227 123Before you do anything else, make the situation safe. Then follow these steps. The more you document early on, the smoother things will go.
If there are injuries or immediate danger, call 000. Do not re-enter a damaged property until it is safe to do so. For a vehicle incident, move out of traffic where you can. If you need assistance, please call the State Emergency Service (132 500).
Call us before you contact the insurer directly. The earlier you contact us, the better the advice we can give you. We placed your policy and we know how it works. Starting without us can make things harder to manage down the track.
Take photos and video of the damage before anything is moved or cleaned up. Write down dates, times, and what happened while it's fresh. Note any witnesses and their contact details.
For theft, break-ins, or malicious damage, call the police and get an event number. You don't need to make a formal statement. An event number is usually enough for the claim.
Exchange names, addresses, licence numbers, vehicle registration, and insurer details with the other party. Don't admit fault or sign anything at the scene. Photos will help, so take them before moving any vehicles if it's safe to do so.
Emergency make-safe work (tarping a roof, boarding a window) is fine. Full repairs should wait until the insurer's assessor has looked. Hold onto all damaged items. Don't throw anything away yet.
Once you get in touch, we take it from there. Here is what the process looks like from start to finish.
We go through what happened, check your policy, and work out what needs to happen next. If there's anything you should or shouldn't do before we lodge, we'll tell you upfront.
We fill in the claim forms, attach your supporting documents, and notify the insurer. Under the General Insurance Code of Practice, you'll get a claim number and written acknowledgement within 3 business days.
For larger claims, the insurer may appoint a loss assessor to inspect the damage or review the circumstances. We stay across this and make sure you know what to expect. For smaller, straightforward claims this step is often skipped.
Within 10 business days of lodgement, the insurer will advise whether they're accepting, declining, or still investigating. Most claims are wrapped up within 4 months. If something's dragging on, we follow up.
Once the claim is accepted, settlement is arranged with you directly. If the outcome isn't what you expected, or the claim is declined, we don't just leave you with it. We explain your options and push back if there's a case to do so.
Most claim problems are avoidable. These are the most common ways people unintentionally make things harder for themselves.
Admitting liability at the scene. For accidents or incidents involving a third party, don't apologise in a way that implies fault. Provide first aid and exchange details, but leave the liability question for later.
Starting full repairs before approval. Emergency make-safe work is fine. But pulling out materials or completing repairs before the assessor inspects can reduce or void the claim.
Throwing away damaged items. Keep everything, even if it looks worthless. The assessor may need to inspect it before approving a payout.
Delaying your notification. Policies require you to report claims "as soon as practicable." A long delay can give the insurer grounds to question the claim.
Signing anything from a third party. If the other party's insurer or lawyers send you documents or settlement offers, call us before you sign.
Posting about it on social media. Insurers and opposing parties do look. Photos or posts that don't match the claim can be used against you.
Under the General Insurance Code of Practice, insurers have obligations around how quickly they must respond. Here's a rough guide.
Within 3 business days Acknowledgement of your claim and a claim reference number.
Within 10 business days The insurer advises whether they are accepting, declining, or still investigating the claim.
Within 4 months A final decision in most cases. Complex claims or catastrophe events can extend this to 12 months.
If things stall We follow up. If the insurer isn't meeting their obligations, we know how to push. And we will.
Go direct to an insurer and you're dealing with someone who works for the other side. Come through us and you've got someone in your corner who knows your policy, knows the claim process, and is there to look after your interests.
This is where having an insurance adviser makes a real difference. When something goes wrong, you want someone handling it on your side.
We lodge the claim, handle the paperwork, and manage the insurer throughout
We challenge the insurer if a claim is underpaid or unfairly declined
We guide you through the dispute process if needed, right through to AFCA if it comes to that
We keep you in the loop so you're never left wondering what's going on
If the insurer declines your claim or comes back with less than you think is fair, it doesn't have to stop there. We'll help you understand the decision and whether there's a case to push back.
The first step is the insurer's Internal Dispute Resolution (IDR) process. If that doesn't get you anywhere, you can escalate to the Australian Financial Complaints Authority (AFCA), a free external body that handles disputes between consumers and financial service providers.
Putney Insurance Group operates as a Corporate Authorised Representative under an Australian Financial Services Licence, which means you have access to the full suite of regulatory protections available under that licence, including access to AFCA for unresolved complaints.