Here when you need to make a claim
If you need to make an insurance claim, Findura is here to help you understand the next steps, notify your insurer and navigate the claims process. Start with everyone’s safety, then contact us as soon as practical.
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What to do when something happens
Start with the immediate situation, then get in touch so your adviser can help you work through the insurance claim.
Make sure everyone is safe
Move away from danger and seek medical help where needed. Call emergency services for fire, serious injury or another immediate threat. Do not enter an unsafe building or drive an unsafe vehicle.
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Prevent further damage
If it is safe, take reasonable steps to prevent the loss getting worse, such as turning off a water supply or arranging urgent work to secure a damaged property. Contact the insurer before authorising work where possible. Leave permanent and non-urgent repairs until the insurer has advised you..
Record the details
Take photos or video before cleaning up where it is safe to do so. Note when and where the incident happened, what was damaged, the people involved and any witnesses. Keep receipts, reports and damaged items where practical; speak to the insurer before disposing of them.
Contact your adviser
Contact your adviser or use the claim form below. We will help you understand the information needed and liaise with the insurer. For an urgent claim outside business hours, contact the insurer’s emergency claims service first, then advise Findura.
Your adviser stays involved
You do not have to navigate the claims process alone. Your Findura adviser can help prepare your insurance claim, communicate with the insurer, follow up on progress and help you understand questions or decisions that arise. The insurer assesses the claim under the terms of your policy.
Getting your claim started
We help identify the information needed, notify the insurer and explain what happens after lodgement.
Working through the process
We can help you respond to requests for documents, liaise with the insurer or assessor and raise questions about the progress of your claim.
Understanding the outcome
We explain the insurer’s response and can query an assessment or decision on your behalf where appropriate. If you remain dissatisfied, we can explain the relevant complaints process.
The insurer assesses the claim under the terms of the policy.
What you may need
You do not need to have every document before contacting us. The information required depends on your policy and what happened, but these details are a useful starting point →
Send further information as it becomes available. Your adviser can explain what is relevant to your type of claim.
- Your name, contact details, policy number or insured business name.
- The date, time and location of the incident.
- A short account of what happened and what was affected.
- Photos or video of damage, where safe to obtain.
- Details of anyone else involved and any witnesses.
- Police, fire or other incident report numbers, if relevant.
- Quotes, invoices and receipts for urgent work or replacement items.
- Any letters of demand, complaints or legal documents you have received.
Frequently asked questions about insurance claims
Practical answers about reporting a claim, emergency repairs, evidence and what happens next.
Who should I contact first to make a insurance claim?
If someone is in immediate danger, contact emergency services first. Otherwise, contact your Findura adviser as soon as practical or use our claim form. If urgent help is needed outside business hours, contact the insurer using the emergency claims details in your policy documents or the official insurer links on this page. Let Findura know afterward so we can assist.
What should I do if a claim happens outside Findura’s business hours?
Make sure people are safe and take reasonable steps to prevent further loss. For urgent insurer assistance, use the claims or emergency assistance details in your policy documents. You can also leave Findura a message or submit the claim form, but these are not monitored as an emergency service. Please send us the insurer’s claim reference when available.
Can I arrange emergency repairs before the insurer assesses the damage?
Contact the insurer before authorising work where possible. If immediate action is needed to make the situation safe or prevent further damage, keep it to urgent work, take photos and retain invoices and receipts. Discuss non-urgent or permanent repairs with the insurer and obtain approval before they begin. The insurer will assess expenses under your policy.
What information do I need to make a claim?
Start with what happened, when and where it happened, your policy details and what was damaged or lost. Photos, receipts, quotes, reports, witness details and correspondence may also help. Contact us even if you do not yet have everything; we can explain what else is required.
Should I throw away damaged property?
Keep damaged items where it is safe and practical to do so until you have spoken with the insurer. If something must be removed for safety or hygiene, take photos first and keep a record of what was disposed of. Follow the insurer’s instructions for your circumstances.
Who decides whether my claim is covered?
The insurer assesses the claim against the policy terms and the circumstances of the loss. Findura can help you provide information, understand the insurer’s response and raise questions about the decision.
Will I have to pay an excess?
That depends on your policy and the type of claim. An excess is the amount you may need to contribute to a claim. Your adviser can help you identify the relevant excess and explain when the insurer says it applies.
How long will my claim take?
Timeframes vary. The insurer may need documents, quotes, an assessor’s report or information from other parties. Some claims are straightforward; others take longer, especially after widespread events. We will help you understand the next step and follow up as the claim progresses.
What if someone makes a claim against me or my business?
Tell Findura promptly and forward any demand, complaint, legal papers or other correspondence. Do not admit liability, offer payment or agree to settle before speaking with your adviser or insurer. Some policies have particular notification requirements, so early contact matters.
What if I disagree with the insurer’s decision?
Contact your adviser and tell us what concerns you. We can help you understand the reasons given, identify any information that may be missing and raise questions with the insurer. If the matter remains unresolved, we can direct you to the applicable complaints process in Australia or New Zealand.
Talk to Findura about a claim
Tell us what happened and how we can contact you. Your adviser will explain the next steps and what information the insurer may need. If your claim is urgent and our office is closed, use your insurer’s emergency claims contact first