WHAT TO DO IN THE EVENT OF A CLAIM OR LOSS

Property (Fire, Storm Damage, Burglary, etc.)

• Take all necessary precautions to prevent further loss or damage;
• Report to the police immediately all losses involving loss of money, burglary or malicious damage;
• Advise Waratah as soon as possible so that we can help & advise you;
• Complete a claim form and forward it to Waratah along with supporting receipts or invoices.

Business Interruption

• Advise Waratah immediately so that we can help & advise you;
• Consult & action your Disaster Recovery Plan;
• Liability (Personal Injury / Property Damage).

Public Liability

If a person is injured:

• Do not admit any liability;
• Ensure they are comfortable & call an ambulance (if necessary);
• Ensure the “Area” is safe;
• Obtain a statement from the person injured (if able).

If property had been damaged:

• Ensure the area is safe and no further damage can occur or injure any third parties;
• Obtain a statement from the person who has responsibility for the damaged property;
• Take photos of the damaged property (if able);
• Advise Waratah of any incident that may develop into a claim against you as soon as possible;
• Forward copies of any written demands you receive to Waratah immediately along with a completed claim form.

Marine/Goods in Transit

• Advise Waratah immediately so that we can help & advise you;
• Obtain commercial invoices, stock transfer documents, & copy of consignment note (front & reverse side) showing the conditions of carriage;
• Obtain original Bill of Lading (front & reverse side), shipping invoices (for purchase of goods), packing lists;
• Seek repair invoices and/or quotations (if applicable);
• Make a claim on the carrier;
• Provide carriers subsequent reply & / or consignees confirmation that goods have not been received (in respect of Non Delivery Claims);
• Complete a claim form and forward it to Waratah with all of the above documents;
• All export claims should be reported to the Settling Agents or Surveyors as shown on the Insurance Certificate.

Motor Vehicle

Unfortunately each Insurance Company handles motor vehicle claims slightly different to the next. Generally:

• (If possible) Advise Waratah so that we can confirm the right procedure for your vehicle;
• If your vehicle is driveable take it to your “trusted” or nearest smash repairer for a quotation;
• If your vehicle is not driveable have it towed to your “trusted” or nearest smash repairer for a quotation;
• Complete a motor vehicle claim form and leave it with the repairer & advise him to arrange an assessment;
• (If not previously) Contact Waratah & let us know what has occurred;
• All should now proceed smoothly – If not call us!

Should your driver be at fault he / she should not admit liability but merely exchange particulars with the third party.

WHAT WE DO

• Advise you of the claims process & assist you throughout (If the claim / loss is severe we will see you within 2 hours of being notified);
• Arrange for an assessor to be appointed (If the claim / loss is severe we may appoint our own claims professional to solely act on your behalf);
• Submit the required paperwork to the Insurer within 24 hours of receiving it from you;
• Follow up the Insurer within 3 working days to ensure they have all the necessary details to finalise the claim;
• Advise you of any further documentation / information that the insurer may need to finalise the claim within 24 hours of being notified by the Insurer;
• If the claim has not been paid within 7 days of them receiving all of the necessary details to finalise the claim, we will contact the Insurer to ascertain why there has been a delay and advise you accordingly;
• If you have not provided us within 7 days with the additional documentation / information, we will contact you as a friendly reminder;
• We will then follow up the claim every 7 days until settlement is reached;
• Should the Insurer decline the claim we will seek their reasoning & if correct advise you within 24 hours; if incorrect we will argue your case until there are no further avenues available to us;
• Should the settlement of the claim be lower than what was expected we will seek the Insurer’s reason & if correct advise you within 24 hours; if incorrect we will argue your case until there are no further avenues available to us;
• At all times we endeavour to keep you fully informed on the progress of your claim and seek to settle the matter as soon as practically possible for your full entitlement.

WHAT AN ASSESSOR DOES

• Is an independent person who is appointed by the Insurer for their impartiality and expertise in helping you finalise a larger or more difficult claim;
• Will interview you and obtain details of a loss;
• Is initially seeking clarity that the loss is covered by the policy;
• May arrange for quotes or point you in the right direction as well as recommend options you may consider to minimise your loss/interruption;
• Is the contact point of the insurer;
• Will write a report to the Insurer recommending a course of action;
• This can take time depending on their work load, speed of receiving the Police Reports the complexity of your claim, etc;
• The Insurer will not act until these reports are received and although not bound by the assessor’s recommendations, the Insurers usually accept these reports;
• If you are unhappy with the Assessors’ responses, contact us immediately.