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 and easy as possible, but we do need plenty of information from you to get your claim processed.
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:
- 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
What happens when I make a 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.
How long will it take to process my claim?
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.
What happens if there’s a dispute over who’s at fault?
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.
Can I arrange replacements or repairs before I lodge my claim?
Your claim consultant will lodge a claim before arranging any repairs or replacement. We can help by recommending licensed, experienced repairers.
Can I choose my own repairer or supplier?
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.
What happens with my excess
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.
What is the claim dispute resolution process?
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 can refer the matter to Bendigo Bank’s Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response.
The Bendigo Bank Customer Advocate can be contacted by:
Telephone: 1300 139 572 (+61 3 5485 7919) between 8:30am and 5:00pm Victorian time, weekdays
Post: write to Customer Advocate, P.O. Box 480, Bendigo, Vic, 3552
Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to the Australian Financial Complaints Authority.
Please ask your claims consultant for more information about our complaint resolution procedures.
This product is issued by Insurance Australia Limited ABN 11 000 016 722 AFSL 227681 trading as CGU Insurance. Please consider your situation and read the Product Disclosure Statement and consider it before making a decision.
Community Insurance Solutions Pty Ltd ABN 32 151 328 148 is a wholly owned subsidiary of the bank and a corporate authorised representative for National Advisor Services Pty Ltd trading as NAS Insurance Brokers (AFSL233750)
Motorcycle disclaimer – Bendigo Motorcycle insurance is issued by Insurance Australia Limited ABN 11 000 016 722 AFSL 227681 trading as Swann insurance.
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.
MaxLife life insurance products form part of the Bendigo Life® suite of products. The Bendigo Life suite of products are issued by AIA Australia Limited ABN 79 004 837 861, AFSL 230043 (AIA Australia). Bendigo and Adelaide Bank Limited ABN 11 068 049 178, AFSL 237879 (Bendigo Bank) is a distributor of the Bendigo Life suite of products only; it does not sell, issue or guarantee these products.