Claims

In general, you will need to provide the following details:

• your policy number
• standard information to identify yourself
• the name of the insured on the policy
• detailed description of the incident
• the date of loss and the loss address
• any details of other parties involved (if applicable).

Once you’ve made a claim, we will allocate a claims consultant who will keep in touch with you about the status of your claim and next steps.

You’ll receive a claim number, which will be your ongoing reference for the claim.

For more information about the claims process, please select your product above. 

Certain documents and information can assist us in assessing and settling your claim.  Some examples of documents you can provide to help us include:

• Photos
• Receipts
• Valuation certificates
• Credit card or bank statements
• User manuals

Every claim is different but our aim at all times is to process your claim as quickly as we can. Although some claims can be processed at first contact or in a relatively short time, other more complex claims may take us some time to work through the detail.

Please contact your claims consultant for progress updates on your claim. Remember, the more information you give to us when you make a claim, the quicker we will be able to process it.

Yes, they can lodge a claim on your behalf, but we require permission from the policyholder (you) before settling any claim.

If you are not the policyholder and you ring us directly to lodge a claim, we will ask to verify your personal details and those of the policyholder.

An excess is the amount you may have to pay toward a claim.  There are different excesses that apply depending on the claim you’re making and the terms of your insurance policy with us.

For example, if your car is damaged in an accident where we determine you are not at fault, you may not need to pay an excess. However, if you were at fault, you would need to pay the excess. 

We will advise you if you will need to pay an excess on your claim. 

We will investigate the incident further, endeavouring to obtain a full incident description from all parties involved and any relevant witnesses that may be available.

Once all relevant information has been received and considered a decision on who is ‘at fault’ will be made.

If you are unhappy with our decision, you can raise this issue further through the dispute resolution process.

We will always do our best to provide you the highest level of service but if you are not happy or have a complaint or dispute, here is what you can do.

Step 1: Talk to us first

The first thing to do is contact us about your concerns.

Our consultants will try to resolve complaints at first contact or shortly thereafter, if we are unable to do so, we may refer you to a manager (or you can ask to speak to a manager yourself).

The consultant or manager will attempt to respond and resolve your complaint as soon as possible. If they require more information, they will aim to respond within 15 days of receipt of your complaint.

Step 2: Contact Customer Relations

If we can't quickly resolve your complaint, you can ask for it to be escalated to our Customer Relations team.

You can also contact the Customer Relations team directly by:

Email: Customer.relations@iag.com.au

Phone: 1800 045 517

Fax: 1800 649 290

In writing to: Free post (no stamp needed) at:
Customer Relations
Reply Paid 89824
Sydney NSW 2001

Customer Relations will contact you if they require additional information or have reached a decision. Customer Relations will advise you of the progress of your complaint and the timeframe for a decision in relation to your complaint.

Step 3: Seek an external review

We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by Customer Relations you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA has authority to hear certain complaints. AFCA will confirm if they can assist you:

Free Call: 1800 931 678

Email: info@afca.org.au

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Visit: www.afca.org.au

Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation.

Further information about our complaint and dispute resolution process is available by contacting us.