We understand that lodging an insurance claim can be a stressful experience, particularly at a time when your business has already suffered a loss. We’re here to advocate on your behalf throughout the claims process. This page sets out how to get in touch with us and what to expect along the way.
How to Lodge a Claim
- Contact your Crucial account manager or our claims team as soon as practicable after becoming aware of an incident that may give rise to a claim. Prompt notification helps us and your insurer respond quickly and protects your position under the policy.
- Provide us with the initial details of what has happened, so that we can confirm whether cover is likely to respond and advise you on next steps.
- We will lodge the claim with the relevant insurer on your behalf and keep you informed of its progress.
Who to Contact
| Contact | Details |
|---|---|
| Your Account Manager | Please contact them directly. |
| Claims Team | Call 1300 400 707, or email broking@crucialinsurance.com.au |
| After-Hours Emergency Claims | Contact the relevant emergency services and reduce risk as much as you can. Please contact the insurer directly, and let us know on the next working day so we can follow up on your behalf. |
Information to Have Ready
Having the following on hand when you contact us will help us lodge your claim as efficiently as possible:
- Your policy number and the name of the insured entity
- Date, time, and location of the incident
- A description of what happened and the loss or damage involved
- Photographs of any damage, where safe and practicable to take them
- Contact details for any other parties involved (e.g. third parties, witnesses, police, or emergency services attending)
- Any quotes, invoices, or reports already obtained in relation to the loss
What Happens Next: The General Claims Process
While every claim differs depending on the type of policy and the nature of the loss, most claims follow a similar path:
- Lodgement. We submit your claim to the insurer with the information you have provided.
- Acknowledgement and assessment. The insurer (or an appointed loss adjuster or assessor, for larger or more complex claims) reviews the claim against your policy terms.
- Requests for further information. The insurer may ask for additional documentation, quotes, or evidence; we will liaise with you to gather this and pass it on.
- Decision. The insurer advises whether the claim is accepted, and on what basis (including any excess payable or settlement amount).
- Settlement. Once agreed, the insurer arranges payment, repair, or replacement in accordance with the policy.
Our role as your advocate. Throughout this process, we work on your behalf, not the insurer’s. If a claim is declined or you are unhappy with an outcome, we can help you understand the insurer’s reasons, discuss whether there are grounds to query the decision, and explain your options, including your right to lodge a complaint or refer the matter to the Australian Financial Complaints Authority (AFCA).