How To Claim

 

All of the policies offered by ASR Underwriting Agencies™ are covered by the General Insurance Code of Practice (Code). The Code sets benchmarks for insurers in relation to how they provide insurance products, handle claims and complaints (including situations of financial hardship and catastrophes and disasters). For a copy of the Code, click here.

What happens if it is an emergency

If there is severe storm damage, fire damage, a break and enter incident or your claim relates to an emergency situation, call ASR Underwriting Agencies™ on: 07 3442 3333 during normal business hours. If your policy is placed with Certain Underwriters at Lloyd’s and it is outside normal business hours please phone 03 9660 5200 or 1300 552 446 and leave your name and contact details together with a brief description of your loss and you will be contacted shortly thereafter by a claims officer who will be able to assist. If your policy is with any other Underwriter the business hours number is 07 3442 3333 and your after hours contacts are

Phillip Neilson	0412 071 519
Nathan Sommer	0439 662 161
John Flower	0439 662 154

What to do if you have to make a claim

Property Claims - If you have a claim for damage to your insured property (including fire, business interruption, theft, money, glass, machinery and electronic equipment breakdown or employee dishonesty), complete the claim form and send it to ASR Underwriting Agencies™. For a claim form, click here.

Send your completed claim form and the supporting documents –
• by email to: claims@asruw.com.au
• by post to: ASR Underwriting Agencies™ PO Box 302 Beenleigh Qld 4207 Australia

ASR’s in-house claims department will assess the claim to make sure you have sent all the necessary information. If the policy is with Lloyd’s of London, we will send your claim to their agent, Proclaim. If the policy is with another insurer, we will send the claim to the insurer’s claims department.

Liability Claims – If your claim relates to a liability policy, report the incident immediately to ASR Underwriting Agencies™ by telephone on: 07 3442 3333 or by email to: claims@asruw.com.au For an incident report form, click here

Send your completed Incident Report Form to ASR Underwriting Agencies™ –
• by email to: claims@asruw.com.au
• by post to: ASR Underwriting Agencies™ PO Box 302 Beenleigh Qld 4207 Australia

For Shopping Centre Public Liability Claims, click here to view the procedure for reporting your claim.

Personal Accident/FIYTON Cancer Claims – If your claim relates to a personal accident or FIYTON cancer policy, report your accident or illness to ASR Underwriting Agencies™ by telephone on: 07 3442 3333 or by email to: claims@asruw.com.au
We will tell you about the medical reports we require to assess your claim.

What happens next

If you have sent all the necessary information and reports to us and no further investigation or assessment is required, the insurer will make a decision about whether to accept or deny the claim within 10 business days.
If further assessment or investigation is necessary, you will be notified within 10 business days. At this time, you will be asked to supply more detailed information or the insurer will give you an estimate of the time it will take to make a decision.

The insurer may appoint a loss assessor/adjuster during this period but they will notify you within 5 business days of their appointment.

The insurer will keep you informed about the progress of the claim at least every 20 business days. If you request any routine information, they will respond within 10 business days. If your claim is complex and they can’t comply with these timeframes they will tell you and then agree alternative timeframes with you.

What happens if your claim is denied

If your claim is denied, the insurer will give you written reasons and they will give you the opportunity to access their internal complaints process to have the decision reviewed.

Information about the insurer’s complaints handling process is available. Click here to request this information.

The insurer will respond to a complaint within 15 business days if they have all necessary information and have completed their investigation. If further information and investigation is necessary, the insurer will agree a timeframe with you. Once the outcome of the complaint is known, if you are still not satisfied you can lodge a dispute with the insurer and the insurer must review the decision again.

You can access the Financial Ombudsman Service (FOS) if you not satisfied with the outcome of a complaint or a dispute. You can also contact FOS if the insurer does not resolve your complaint or dispute within 45 days. Click here for more information about FOS.