Insurance Claims & Advocacy
When you need to make a claim, we’re here to help
Insurance matters most when something goes wrong.
At Charter Group General Insurance Pty Ltd trading as Risk Assist Australia, we understand that making an insurance claim can be stressful, particularly when you are dealing with damage, loss, disruption or an unexpected event.
Our role doesn’t end when your policy is arranged. We can assist with the initial management of your claim, provide guidance throughout the process and liaise with your insurer on your behalf.
Our objective is to help make the claims process as clear, organised and straightforward as possible.
Get in Touch
How to lodge an insurance claim
If you have suffered an incident or loss that may be covered by your insurance policy, contact us as soon as reasonably possible.
Step 1Make sure everyone is safe
In an emergency, your immediate priority should be the safety of people and the protection of property.
Depending on the circumstances, this may include:
- contacting emergency services;
- contacting the police where required;
- arranging emergency repairs to prevent further damage;
- securing damaged property; and
- taking reasonable steps to prevent further loss.
Do not put yourself or others at risk in attempting to protect property.
We also recommend taking reasonable steps to prevent further loss or damage, where it is safe to do so.
Step 2Contact Charter Group General Insurance T/As Risk Assist Australia
Contact your Charter insurance broker as soon as possible and tell us what has happened.
Charter Group General Insurance Pty Ltd
Phone: 02 9622 0018
Email: enquiries@riskaa.com.au
We will discuss the circumstances with you and help determine the appropriate next steps.
Where appropriate, we can notify the insurer and assist with the initial management of the claim.
What information should you provide?
When notifying us of a claim, please provide as much information as reasonably possible, including the details outlined below. You don’t need to have every document ready before contacting us. Notify us promptly, and we’ll guide you through the information required as your claim progresses.
- your name and contact details;
- your policy number, if available;
- the date and time of the incident;
- the location where the incident occurred;
- a description of what happened;
- details of the property, vehicle, equipment or other assets affected;
- the nature and extent of the damage or loss;
- photographs or video of the damage;
- police, fire brigade or emergency-service reports, where applicable;
- details of any other people involved;
- details of witnesses;
- invoices, receipts, quotations or repair estimates;
- details of emergency repairs or expenses already incurred;
- correspondence received from another party or their insurer;
- details of any third-party claim or demand; and
- any other documentation relevant to the incident.
What happens after you lodge a claim?
While every claim is different, the process will generally involve the following stages.
01
Notification
Notify us of the incident and provide the information currently available.
02
Claim assessment
We help identify the appropriate insurer and claims process and provide the information required to commence the claim.
The insurer will generally assess the circumstances of the loss and determine whether the claim is covered under the relevant policy.
03
Supporting information
The insurer, assessor or other claims specialist may request additional information or documentation.
We can help you understand what is being requested and assist with communication with the insurer.
04
Assessment and investigation
Depending on the nature and complexity of the claim, the insurer may appoint an assessor, loss adjuster, repairer, investigator, specialist or other service provider.
For significant or complex claims, there may be several parties involved in assessing the loss.
05
Claim decision
The insurer will determine the claim in accordance with the relevant policy terms and conditions.
If the claim is accepted, the insurer will generally explain the settlement or repair arrangements.
If the claim is declined, limited or disputed, the insurer should explain the basis for its decision.
06
Settlement or resolution
Once the claim has been agreed, the insurer will arrange the relevant settlement, repairs or other agreed outcome in accordance with the policy.
Where issues arise during the process, wer can liaise with the insurer on your behalf and assist you in navigating the claim.
How we advocate for you
Making a claim isn’t simply about completing a form.
Insurance claims can involve policy interpretation, evidence, valuations, repair arrangements, business interruption calculations, third-party correspondence and negotiations with insurers or claims specialists.
As your insurance broker, we act as your point of contact and advocate during the claims process.
Our role can include:
- helping you understand the claims process;
- assisting with the initial notification of a claim;
- helping identify information and documentation required;
- liaising with the insurer on your behalf;
- communicating with claims personnel, assessors and other relevant parties;
- helping you respond to requests for further information;
- monitoring the progress of the claim;
- helping clarify coverage or claims issues;
- assisting where a claim becomes more complex;
- helping communicate your position to the insurer; and
- assisting you through to the resolution of the claim.
Our involvement is particularly valuable when you are dealing with a significant loss and need someone who understands your insurance arrangements and can help navigate the claims process.
Get in Touch
Claims Support & Guidance
Our approach
We don’t believe clients should have to navigate the insurance claims process alone.
Where we are your broker, we will work with you and the insurer to help keep the claim moving and ensure relevant information is communicated appropriately.
Claim forms
A claim form may be required depending on the insurer, policy and type of claim.
Where a claim form is required, we will provide or direct you to the appropriate insurer’s claim form and can assist you with the claims notification process.
Claim forms and online claims facilities vary between insurers, so we recommend contacting us first unless your policy specifically instructs you to contact the insurer directly.
After-hours and emergency claims
If an incident occurs outside our normal business hours, you should first take reasonable steps to protect people and property and contact emergency services where necessary.
For urgent assistance, use the emergency or after-hours claims contact provided in your policy documentation or insurer’s claims instructions.
If emergency repairs are necessary to prevent further damage, keep records of the work undertaken and retain invoices, receipts and photographs wherever possible.
For non-urgent matters, contact us during normal business hours so that we can assist with the claim.
Important: don’t delay notifying a claim
If you believe an incident may give rise to an insurance claim, it is generally preferable to notify us or the relevant insurer promptly rather than waiting until the extent of the loss is fully known.
Your policy may contain specific notification requirements, conditions or time limits.
If you are unsure whether an event is covered, contact us before deciding not to make a claim.
We can help you understand the appropriate next step.
If your claim becomes difficult
Sometimes a claim does not proceed as expected.
There may be questions about the scope of cover, the amount of the loss, the cause of damage, an assessment, a settlement offer or the interpretation of a policy condition.
If this occurs, talk to us.
We can help you understand the issue, communicate with the insurer and assist with the next steps available under the relevant policy and the insurer’s complaints process.
Where an insurer makes a decision you disagree with, the insurer’s internal dispute resolution process may also be available. Depending on the circumstances and applicable requirements, an unresolved dispute may ultimately be eligible for consideration by the Australian Financial Complaints Authority (AFCA).
AFCA’s current telephone number is 1800 931 678.
We’re here when you need us
Your insurance policy is designed to provide protection when an unexpected event occurs.
Our job is to help you understand that protection and, when you need to make a claim, assist you through the process.
If you have experienced a loss or believe you may need to make a claim, contact Charter Group General Insurance Pty Ltd as soon as possible.
Charter Group General Insurance Pty Ltd
Office: 101, 69 Holbeche Road, Blacktown NSW 2148
Phone: 02 9622 0018
Email: enquiries@riskaa.com.au
Charter Group General Insurance Pty Ltd t/as Risk Assist Australia is an Australian Financial Services Licensee, AFSL 329733.
Get in Touch
Ready to discuss your insurance needs?
Get in touch to discuss your insurance requirements. Whether you’re starting a business, reviewing existing cover or expanding operations, our team is here to understand your needs and explore suitable insurance solutions.
Get in Touch Call 02 9622 0018