Need to submit an insurance claim? Help is at hand.
Speed up your claim lodgement process by having a few items on hand
Details of the incident
Explain what happened - including times, dates, people involved, witnesses, locations and other circumstances
Photos help to understand what happened. Take as many photos as possible of any damage to support your claim.
Documents and policy number
Provide supporting documents such as witness statements or police reports. Don’t forget your policy number too.
Start your insurance claim now
We’ve worked hard to make the claims process as simple possible.
Insurance 4 that
Lodge your claim by:
Here’s your answers to the most frequently asked questions about making an insurance claim
Once your claim is lodged, you’ll be allocated a claims consultant to personally help you. Your consultant will let you know the next steps. You’ll be kept informed about your claim's progress along the way.
You’ll also be given a personal claim number. This makes it quick and easy to reference your claim, so please use it for all enquiries and when providing claim information.
Some claims can be processed immediately, while other more complex claims take longer for us to carefully work through the details.
Please contact your claims consultant for progress updates. Remember, the more information you provide when you make a claim, the quicker it can be processed.
We will investigate and endeavour to gather full incident descriptions from all parties and any relevant witnesses. We will then consider all applicable information to decide who is at fault.
If you are unhappy with our decision, you can raise the issue through our four-step dispute-resolution process (outlined below in the question ‘What is the claim resolution dispute process?’). You can speak to your claims consultant for help in this process.
Your claim consultant will lodge a claim before arranging any repairs or replacement. We can help by recommending licensed, experienced repairers.
Yes. You are free to choose your own repairer or supplier. You must choose a repairer who has all necessary licenses and authorisations required by law, and obtain our authorisation for the repairs and quoted cost before these repairs begin.
All excesses are clearly specified in your insurance policy schedule or policy booklet. The conditions regarding the payment of your excess will vary depending on the policy type.
For car insurance claims, if you’re not at fault and have provided the relevant information, you won’t pay your excess. But if you are found to be at fault, we will deduct the excess specified in your insurance policy when you settle your claim.
If you are unhappy with the way your claim is progressing or wish to dispute a decision we have made, there is a simple, transparent, dispute resolution process.
Step 1: Talk to us
If you have a dispute or complaint, speak with your claims consultant. If they can’t resolve the matter to your satisfaction, ask to speak to a team manager. If you are still not satisfied with our response, you may seek an independent review.
Step 2: Seek a review
You can be referred to CGU’s Internal Dispute Resolution team, who will conduct a review of your dispute. If you are still not satisfied with the response, you may seek an independent review.
Step 3: Get assistance from Bendigo Bank
Step 4: Request an independent review
If you are not satisfied with the response provided, you have the option to refer your complaint to the relevant external dispute resolution scheme.
We are a member of the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:
- In writing: GPO Box 3, Melbourne VIC 3001
- Telephone: 1800 931 678
- Email: firstname.lastname@example.org
- Website: www.afca.org.au
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.
If your complaint relates to how we handle your personal information you can also contact:
Please ask your claims consultant for more information about our complaint resolution procedures.
Things you should know
Insurance products primarily issued by Insurance Australia Limited ABN 11 000 016 722 trading as CGU Insurance and WFI. Insurance cover may alternatively be arranged by CIS Community Insurance Solutions Pty Ltd ACN 653 374 531 (CCIS). Bendigo and Adelaide Bank ABN 11 068 049 178 AFSL 237879 (Bendigo Bank) have a referral relationship with CCIS, a wholly owned subsidiary and authorised representative of Community Broker Network Pty Ltd ACN 096 916 184 AFSL 233 750 for the provision of business-related insurance solutions, rural insurance solutions and other insurance solutions at the discretion of Bendigo Bank to customers of the Bendigo and Adelaide Bank Group (Group). In arranging insurance policies, the Bank acts under its own AFSL and an agreement with the insurer.
Information is of a general nature only. You should consider the relevant Product Disclosure Statement (PDS) available online and whether or not the insurance is appropriate for you before deciding whether to acquire the insurance. Policy conditions, limitations and exclusions apply.
Bendigo Health Cover is issued by Australian Unity Health Limited ABN 13 078 722 568. Bendigo Bank is an alliance partner of Australian Unity for the distribution of health insurance products.
The MaxLife suite of products is distributed by AIA Financial Services Limited ABN 68 008 540 252, AFSL 231109, including through its authorised representatives, and is issued by AIA Australia Limited ABN 79 004 837 861, AFSL 230043 (AIA Australia). In arranging insurance policies, the Bank acts under its own AFSL and an agreement with the insurer.