While our job is to get you back on the road, when you make a claim you also have certain responsibilities. These responsibilities apply to any person that is covered by your Policy.
If you don’t meet your responsibilities, it may delay your claim or we may refuse to pay your claim or reduce what we pay for your claim. We may also decide to cancel your Policy.
- Secure Your Car
- Report the loss to police
- Let us know as soon as you can
- Tell us the truth
- Providing information
When making a claim and to assist us in processing it, you need to give us all relevant information and assistance we reasonably request.
Helping to settle your claim
To help us settle your claim, we may ask you to provide certain documents such as receipts, invoices, bank or credit card statements, contracts of sale or original photographs in order to:
- prove that you owned Your Car and any damaged or lost property
- help us identify and value your items.
When assessing your claim
We will ask for and rely on documents and information relevant to our decision. If we ask you for documents and information, we will tell you why we need them.
If there is a fee for a document (for example a fee for a driving history record), we may ask you to cover the cost upfront and if the claim is accepted, we will reimburse you for the reasonable costs incurred in obtaining the record.
Leave the negotiating to us
We understand that car Incidents are stressful times. If you are involved in an accident, try your best to remain calm and courteous. Please do not:
- Admit guilt, fault or liability
- Offer to negotiate to pay any claim
- Accept a payment from someone who admits fault for loss or damage to Your Car
Some claims are simple and some a bit more complicated. It’s our job to negotiate, defend or settle your claim on your behalf and we’ll need your cooperation. Our requirements may include:
- asking you for a face-to-face, phone or video conference interview
- asking you to give evidence in court
- talking to or meeting with any experts involved in the management of your claim such as claims assessors, investigators or repairers
- immediately sending us any communications that you receive about any Incident – for example: emails, letters, notices or court documents
In order to get you back on the road quickly, we may need to inspect Your Car and complete an assessment.
You must allow us or our agent to inspect Your Car if we ask. This may involve you taking Your Car to a place we nominate or we may arrange to tow Your Car to a place we choose.
Other than under the allowance for Emergency repairs (see “Additional benefits” on page X), you must not start, approve or authorise any repairs to Your Car, unless you obtain our prior written consent. In order to get your repairs done quickly and efficiently, we generally use our own set of authorised repairers from our preferred repairer network.
Appointing others to represent you
If you are unable to manage the claims process yourself, you can appoint someone to manage your claim on your behalf, like a family member.
However, you cannot appoint someone who has a conflict of interest for example, someone who supplies goods or services for your claim such as a repairer.