Our Process

Claims Support & Assistance

At Austbrokers City State we understand that making an insurance claim can be a stressful experience. Our team is committed to supporting you throughout the claims process and advocating on your behalf to help achieve a fair and timely outcome.

How to Notify Us of a Claim

If an incident occurs that may result in an insurance claim, please notify us as soon as possible.

You can contact our Claims Team by:

For urgent matters outside business hours, please contact your Broker Our People – Austbrokers City State or our Claims Department Manager, Andrew Nanos on andrewn@abcitystate.com.au or 0459 777 114.

Information We May Need

To help us lodge and manage your claim efficiently, please provide:

  • Your policy number (if available)
  • Date and time of the incident
  • Details of what occurred
  • Information about any people, property, or vehicles involved
  • Photographs, videos, invoices, quotes, or other supporting documents
  • Police event number or report details (where applicable)
  • Contact details for any witnesses

Providing complete and accurate information helps minimise delays in assessing your claim.

What Happens Next?

The typical claims process involves the following steps:

1. Notify Us

Contact us as soon as possible after an incident occurs.

2. Claim Review and Lodgement

We will review the information provided and assist you in preparing and submitting your claim to the insurer.

3. Insurer Assessment

The insurer will assess the claim and may appoint assessors, investigators, loss adjusters, repairers, or other specialists where required.

4. Additional Information

The insurer may request further information or documentation to support the assessment.

5. Claim Outcome

The insurer will advise whether the claim has been accepted, partially accepted, or declined and outline the reasons for their decision.

6. Settlement and Resolution

If the claim is accepted, settlement or repairs will be arranged in accordance with the policy terms and conditions.

How We Support and Advocate for You

As your insurance broker, we act in your interests throughout the claims process by:

  • Assisting with claim notification and lodgement
  • Explaining the claims process and policy coverage
  • Liaising with insurers and other parties on your behalf
  • Monitoring the progress of your claim
  • Helping resolve issues or delays where possible
  • Keeping you informed of significant developments
  • Assisting you to understand claim decisions and available options

Our goal is to ensure your claim is managed as efficiently and fairly as possible.

Important Timeframes

Claims should be reported as soon as reasonably practicable after an incident occurs. Delays in notifying a claim may affect the insurer’s ability to assess the matter and, in some circumstances, may impact coverage.

Emergency and After-Hours Assistance

For emergencies outside our business hours, please contact your insurer directly using the emergency claims contact details provided in your policy schedule or Product Disclosure Statement (PDS).

If you are unable to locate your insurer’s contact information, please contact your Broker Our People – Austbrokers City State or our Claims Department Manager, Andrew Nanos on andrewn@abcitystate.com.au or 0459 777 114.

Need Additional Assistance?

If you require extra support during the claims process due to personal circumstances, vulnerability, language barriers, illness, disability, family violence, financial hardship, or other factors, please let us know. We are committed to providing assistance that is respectful, accessible, and tailored to your needs.

Contact us on 1800 980 064 or info@abcitystate.com.au and we will work with you to identify appropriate support options.

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