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Make an insurance claim

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

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 and easy as possible, but we do need plenty of information from you to get your claim processed.

 

Home, car, motorbike, boat, caravan, travel and landlord insurance

If you're a CGU insurance policyholder, you can lodge your claim by:
Calling CGU on 132 480

Health insurance

If you're an Australian Unity health insurance policyholder, you can lodge your claim by:

Calling Australian Unity on 1800 807 144

Loan insurance

If you're a Bendigo Bank loan protection policyholder, you can lodge your claim by:
Calling us on 1300 132 983

Between 8:30 am to 5:00 pm (AEST/AEDT) weekdays

Insurance 4 that

To make a claim with Insurance 4 that, simply sign in to your account and click the make a claim button to get started.
Sign in to your Insurance 4 That account

Life insurance

AIA Australia provides the Bendigo Life suite of products – MaxLife Life Protect, MaxLife Income Protect, MaxLife Accident Protect and Bendigo SmartCover.

Lodge your claim by:
Calling 1800 104 338
Mail your completed claim form to:

Claims Team, Bendigo Life Customer Service
PO Box 6143, Melbourne VIC 3004

Zurich life insurance policyholders can lodge a claim by:
Calling 131 551

Motorbike insurance

If you’re a Swann insurance policyholder, you can lodge your claim by:
Calling 1300 307 926

FAQs

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

If you are unhappy with the claims experience through CGU, call the Bendigo Bank Customer Feedback Team on 1300 361 911, or contact your local Bendigo Bank Branch.

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:

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:

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
www.oaic.gov.au

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. In arranging insurance policies, the Bank acts under its own AFSL and an agreement with the insurer. Insurance products may alternatively be arranged by Community Insurance Solutions Pty Ltd ABN 32 151 328 148, a wholly owned subsidiary of the Bank and a Corporate Authorised Representative (No. 458332) of Community Broker Network Pty Ltd ABN 60 096 916 184 AFSL 233750.

Information is of a general nature only. You should consider the relevant Product Disclosure Statement (PDS) available in branch or 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.

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Bendigo and Adelaide Bank Limited, ABN 11 068 049 178 AFSL / Australian Credit Licence 237879. Any advice provided on this website is of a general nature only and does not take into account your personal needs, objectives and financial circumstances. You should consider whether it is appropriate for your situation. Please read the applicable Disclosure Documents before acquiring any product described on this website. Please also review our Financial Services Guide (FSG) before accessing information on this website. Information on this page can change without notice to you.

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