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 insurers 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.
CGU Insurance
Loan insurance
Calling us on 1300 557 153
Between 8:30am to 5:00pm (AEST/AEDT) weekdays
Insurance 4 That
Sign in to your Insurance 4 That account
Cover-More Travel Insurance
Over the phone
Australia: call 1300 889 137
Overseas: call +61 2 8907 5221
Online
Visit Cover-More website
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 unhappy with the resolution
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: info@afca.org.au
- Website: www.afca.org.au
If your complaint relates to how we handle your personal information you can also contact:
Office of the Australian Information Commissioner
GPO Box 5288
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.
More information
Things you should know
Insurance products (excluding travel insurance) are issued by Insurance Australia Limited trading as CGU Insurance ABN 11 000 016 722, AFSL 227681. In arranging these insurance policies, Bendigo and Adelaide Bank Limited ABN 11 068 049 178, AFSL 237879 (Bendigo Bank) acts under its own AFSL and under an agreement with the issuer.
Policy limits, sub-limits, conditions and exclusions apply.
Any advice provided is general advice only and does not take into account your personal objectives, financial situation or needs. Before using this advice to decide whether to purchase an insurance product, it is important that you consider these things and read the relevant the Product Disclosure Statement and Target Market Determinations available on this website.
Travel Insurance is issued by Zurich Australian Insurance Limited (ABN 13 000 296 640, AFSL 232507) (ZAIL). Cover-More Insurance Services Pty Ltd (ABN 95 003 114 145, AFSL 241713) acts under a binder authority from ZAIL. Cover-More will administer the policies and arrange for the issue of insurance on behalf of ZAIL. Cover-More has authorised Insurance Australia Limited (ABN 11 000 016 722; AFSL 227681) trading as CGU Insurance to distribute the product. Bendigo and Adelaide Bank Limited ABN (11 068 049 178) AFSL No.(237879) (Bendigo Bank) distributes the product under a contract with CGU. Limits, sub-limits, exclusions, terms and conditions (including eligibility criteria) apply. Any advice is general advice only and does not take into account your individual objectives, financial situation or needs (“your personal circumstances”). Before using this advice to decide whether to purchase Travel Insurance, you should consider your personal circumstances, the Combined Financial Services Guide (FSG) and Product Disclosure Statement (PDS) and Target Market Determination. If you decide to purchase Travel Insurance from Bendigo Bank, they receive a commission. For more information please refer to the Combined FSG/PDS.
If you decide to purchase an Insurance product from Bendigo Bank, we will receive a commission. This is included in the amount that you pay for the product. For more information, please refer to our Financial Services Guide before acquiring an insurance product.