Making a claim

Emergency insurance claim

• Making an emergency insurance claim

 

Home

• Making a claim online
• Making a claim by phone

Car

• If you have an accident
• Notifying the police
• If your vehicle is stolen or maliciously damaged
• Claims made against you
• How will your claim be handled?
• Supplier Information

For more details please call 13 24 23 between 8am and 8pm (AEST), 7 days.

 

Life Insurance, Loan Protection, CreditCard Plus

• Making a Life Insurance Claim
• Making a Loan Protection claim
• Making a CreditCard Plus claim

For more details please call 13 10 56 between 8am and 8pm (EST), Monday to Friday.

Home insurance claims

Our claims procedures are set out in the CommInsure Home Insurance Product Disclosure Statement.

You can make a building, contents or personal valuables claim by phoning 13 24 23 or online.

Making a claim online

Click to select the relevant claim form page:

• Residential Home Package
• Investment Home Package

After completing the claim details, a summary of your claim advice will appear. Please print this page as a record of your claim. You will be contacted within 3 working days to confirm the details.

Making a claim by phone

Call our Claims Service Line on 13 24 23, between 8am to 6pm AEST , Monday to Friday.

Car insurance claims

Our claims procedures are set out in the CommInsure Car Insurance Product Disclosure Statement.

If you have an accident

• Call us on 13 24 23 as soon as possible with the full details of any loss, damage or anticipated or alleged liability. Our Car Insurance Claims Line is open 8am to 6pm (AEST) Monday to Friday and 8am to 3pm (AEST) Saturday.
• Calls outside these hours will be directed to our Emergency assistance line which is open 24 hours a day, 7 days a week.
• Provide us with the name, residential address and contact phone number of any driver(s) in the accident.
• Provide us with the registration number of any other vehicle(s) involved in the accident.
• Provide us with the name and address of any witness(es) to the accident.
• Tell us your entitlement to Input Tax Credits (ITC) if you are registered or should be registered for Goods and Services Tax (GST) purposes. We will not cover you for any fines, penalties or tax charges if the information you provide us is incorrect.

Notifying the police

Depending on the legal requirements of the state or territory where the loss or damage occurs, you must:

• Contact the police at the time of the event if any person was injured.
• Request the police be present at the scene of the event; or
• Complete a ‘Self Reporting Collision Form’ at the local police station. You should only do this if, at the time of contacting the police, they inform you that it is not necessary for them to be present at the scene.

If your vehicle is stolen or maliciously damaged

• Contact the police immediately.
• Call us on 13 24 23 as soon as possible to report the incident, providing details of any loss, damage or anticipated or alleged liability. Our Car Insurance Claims Line is open 8am to 6pm (AEST) Monday to Friday and 8am to 3pm (AEST) Saturday.
• Calls outside these hours will be directed to our Emergency assistance line which is open 24 hours a day, 7 days a week
• Do everything reasonable to limit and prevent further loss or damage.
• Provide us with the full name, residential address and phone number of any drivers, passengers and witnesses involved.
• Tell us your entitlement to Input Tax Credits (ITC) if you are registered or should be registered for Goods and Services Tax (GST) purposes. We will not cover you for any fines, penalties or tax charges if the information you provide us is incorrect.

Claims made against you

If you feel a claim may be made against you, it is important that you:

• Record the name, address, licence number and insurer of other drivers involved.
• Record the registration number of any other vehicles involved.
• Record the name and address of any witnesses.
• Do not make any admissions or attempt to settle any claim made against you.
• Call us on 13 24 23 as soon as possible to report the incident, providing full details of any loss, damage or anticipated or alleged liability, and all details of other drivers involved. Our Car Insurance Claims Line is open 8am to 6pm (AEST) Monday to Friday and 8am to 3pm (AEST) Saturday.
• Calls outside these hours will be directed to our Emergency assistance line which is open 24 hours a day, 7 days a week
• If necessary we will ask you to send all documents relating to the claim, such as letters and court documents.
• At our option we may represent you at any inquest of official inquiry, or defend you in court against an alleged offence in connection with the accident.

How will your claim be handled?

Lumley Insurance will manage the Car Insurance claims process on our behalf in accordance with the terms and conditions of your Insurance policy. When you call our phone number (13 24 23) you will be directed to our Car Insurance claims area where you will be answered directly by Lumley staff. The Car Insurance Claims Line is open 8am to 6pm (AEST) Monday to Friday and 8am to 3pm (AEST) Saturday.

Lumley are well equipped to process your claim and have been fully trained on our policy wording and service we expect to be provided to our customers. Importantly, we have established a Service Level Agreement with Lumley so you can rest assured your claim will be handled with the same commitment and understanding as it would if you were dealing directly with us.

When you lodge a Car Insurance claim, the repairer will be selected for you by us. Our repairers have been chosen by us both for their technical expertise and their proven commitment to customer service.  CommInsure guarantees the quality of workmanship and materials used in our repairs for as long as you own the vehicle.

Life Insurance, Loan Protection, CreditCard Plus claims

Making a Life Insurance claim

If you believe you’re eligible for payment of a Life Care, Total & Permanent Disability Cover, Trauma Cover, Income Care, Income Care Plus or Business Overheads Cover benefit, contact your adviser or our Claims Assist Line on 13 10 56 from 8am-8pm (EST), Monday to Friday. You will be sent the required forms to be completed.

Making a Loan Protection claim

If you believe you’re eligible for payment of a Loan Protection benefit call 13 10 56 between 8am and 8pm (EST), Monday to Friday, and the appropriate forms will be sent to you.

Making a CreditCard Plus claim

If you believe you’re eligible for payment of a CreditCard Plus benefit, call 13 10 56 between 8am and 8pm (EST), Monday to Friday and you’ll be sent the required forms.

Once you have returned the completed forms to us, your claim will be dealt with promptly and we will let you know if we need any further information.

Preferred Supplier Program

CommInsure is now a signatory to the ‘Motor Vehicle Insurance and Repair Industry Code of Conduct’. This document specifies standards, processes and transparency between Insurers and Suppliers.

Applying to become a Preferred Smash Repairer

Repairers need to follow a standard application process when applying to become a Preferred Smash Repairer. Applications will be measured against the following minimum standard criteria:

• Quality of work
• Customer service and facilities
• Geographic location
• Equipment level and repair capacity
• Repair costs
• Industry relationships and references
• Repair management software and technology
• Historical performance of previous repair work
• Workshop presentation
• Shop facilities
• Customer support and communication
• Our business need for a supplier in your area

To register your interest in becoming a Preferred Smash Repairer please email a detailed proposal to preferredsuppliers@cba.com.au clearly outlining:

• Your business name, ABN and contact details
• Credentials and qualifications
• Current performance relating to the above standard criteria.
• Any supporting documentation including references and photographs of your workshop.

Smash repairers submitting applications to become a Preferred Smash Repairer will need to understand that CommInsure is free to use any other supplier of similar services and that there is no volume of work guaranteed.

If we do not require a supplier in your area, you will be advised accordingly and your proposal kept on file for 3 months should a need arise in the near future.
 

Repairer Dispute Resolution

As CommInsure is a signatory to the ‘Motor Vehicle Insurance and Repair Industry Code of Conduct’, we ensure that all disputes are taken seriously. CommInsure has a standard Dispute Resolution Process to promptly resolve complaints or disputes that may arise in relation to our PSR’s and motor vehicle repairs.

The Process:

1. In the unfortunate event of a dispute, you first need to contact your local Assessing Manager.
2. If the dispute has then not been resolved after discussions with your local Assessing Manager, you can request for it to be independently reviewed through our Internal Dispute Resolution (IDR) process. You need to email (preferredsuppliers@cba.com.au) providing us with full details of your dispute and any documentation to support the dispute.
3. Should you still not be satisfied you can proceed to External Dispute Resolution (EDR). This must be submitted in writing outlining your dispute and the outcome you are requesting. You will receive a written response detailing the outcome of the EDR review.

 

• Important Information:
  CommInsure is a registered business name of Commonwealth Insurance Limited (CIL) ABN 96 067 524 216 AFSL 235030. CIL is a wholly owned but non-guaranteed subsidiary of Commonwealth Bank of Australia ABN 48 123 123 124.