How to Make an Insurance Claim in Australia - A Broker's Step-by-Step Guide

Something’s gone wrong. A pipe has burst in your rental property. A customer slipped at your shopfront. A vehicle in your fleet copped hail damage overnight. Now what?

Making an insurance claim is one of those things most business owners and property investors never think about until they have to. And when the moment arrives, it’s usually stressful, urgent, and confusing.

Here’s the thing though. The claims process doesn’t have to be painful. At Tank Insurance, we’ve managed 25 claims across our portfolio in the last 12 months alone, covering everything from landlord property damage to commercial motor incidents, public liability claims, and even a medical malpractice notification for a pharmacy. We know exactly how this works.

This guide walks you through the claims process step by step, from the broker’s side of the desk.

What’s the first thing you should do when something goes wrong?

Call your broker. Not the insurer. Your broker.

This is the single most important piece of advice in this entire article. Before you call the insurer’s claims line, before you start filling out online forms, before you do anything, pick up the phone and call your broker.

Why? Because your broker:

• Knows your policy inside out (including the bits you probably haven’t read)
• Can confirm whether the incident is actually covered before you lodge
• Will ensure the claim is lodged correctly the first time
• Advocates for you throughout the entire process

We’ve seen clients lodge claims directly with their insurer, only to have issues later because they described the incident in a way that triggered an exclusion, or missed a notification deadline they didn’t know existed.

One landlord client called us after lodging a property damage claim themselves. They’d described the damage as “wear and tear” on the phone because that’s what it looked like to them. The insurer declined the claim on that basis - wear and tear is excluded under virtually every policy. When we reviewed the situation, it was actually storm damage that had worsened over time. We helped them resubmit with the correct description and supporting evidence, and the claim was approved. A two-minute call to your broker can prevent weeks of back-and-forth.

At Tank, when a client calls with a claim, our first step is always to pull up their policy and check the wording before anything gets lodged. It takes five minutes and it’s saved clients from costly mistakes more than once.

What information do you need to gather?

Before your broker can lodge the claim, you’ll need to collect some basic information. The more detail you can provide upfront, the faster things move.

Here’s what to have ready:

What You Need	Why It Matters
Date and time of the incident	Most policies require prompt notification, some within 24-48 hours
Description of what happened	Clear, factual account. Stick to what you know
Photos or video	Document damage before any cleanup or repairs
Third-party details	If someone else is involved (eg a customer, another driver), get their name and contact info
Police report number	Required for theft, break-ins, vandalism, and motor accidents
Quotes for repair or replacement	Not always needed immediately, but speeds things up
Your policy number	Your broker will have this, but it helps to have it handy

One thing we tell every client: don’t throw anything away, don’t start repairs, and don’t admit fault to anyone. Document everything with photos first. Insurers and their assessors need to see the damage as it happened.

How does the claims process actually work?

Once you’ve called your broker and gathered your information, here’s what happens behind the scenes. This is the process we follow at Tank for every claim.

Step 1: Policy check

Your broker reviews your policy wording to confirm the incident is covered, check your excess amount, and identify any conditions you need to meet (eg notification timeframes, mitigation requirements).

Step 2: Claim lodgement

Your broker lodges the claim with the insurer on your behalf. This includes a detailed description of the incident, supporting documents, and any photos or evidence. We draft the claim notification carefully because how the incident is described matters.

Step 3: Insurer acknowledgement

The insurer confirms receipt and assigns a claims handler. For straightforward claims, this can happen within 24 hours. For complex ones, it might take a few days.

Step 4: Assessment

Depending on the claim, the insurer may:

• Approve it on the papers - for simple, low-value claims (eg a broken window, minor water damage)
• Send an assessor - for larger claims, property damage, or anything that needs physical inspection
• Appoint a loss adjuster - for complex or high-value claims where the insurer wants an independent review

Erika on our team follows up with the insurer regularly during this stage. It’s easy for claims to sit in a queue, and consistent follow-up keeps things moving.

Step 5: Decision and settlement

The insurer either approves or declines the claim. If approved, they’ll confirm the settlement amount (minus your excess). If declined, your broker reviews the reasons and advises on next steps.

For approved claims, payment usually goes to you, or directly to a repairer or supplier if you’ve arranged that.

How long does a claim actually take?

It depends on the type and complexity. Here’s a realistic guide based on what we see:

Claim Type	Typical Timeline
Windscreen or minor motor damage	1-2 weeks
Property damage (burst pipe, storm)	2-4 weeks
Theft or break-in	3-6 weeks
Public liability incident	1-3 months
Complex or disputed claims	3-6 months+

The biggest factor? How quickly you provide information upfront. Claims that stall almost always stall because the insurer is waiting on documents, photos, or answers from the policyholder. Give your broker everything early, and things move faster.

What does your broker actually do during a claim?

This is where the value of having a broker really shows up. When you’re insured directly (ie no broker), you’re dealing with the insurer’s claims team yourself. They’re professional, but they work for the insurer. Your broker works for you.

Here’s what Tank does during a claim:

Before lodgement:

• Reviews your policy to confirm cover
• Advises on what information to gather
• Helps you describe the incident accurately (this matters more than people realise)

During the claim:

• Lodges the claim with the insurer
• Follows up regularly so it doesn’t sit in a queue
• Responds to the insurer’s questions on your behalf
• Coordinates with assessors or loss adjusters
• Challenges anything that doesn’t look right

If it gets complicated:

• Reviews any partial settlement offers
• Pushes back on underpayments or unreasonable delays
• Guides you through the AFCA process if the claim is denied unfairly

We’ve had claims where the insurer’s initial offer was significantly below what the client was entitled to. Because we knew the policy wording and the client’s situation, we were able to push back and get a better outcome. That’s not something you get when you call a 1300 number.

What if your claim gets denied?

It happens. And it’s frustrating. But a denial isn’t always the end of the road.

If your claim is denied, your broker will:

1. Get the reasons in writing - the insurer must explain exactly why they’ve declined
2. Review the policy wording - check whether the denial is actually justified
3. Challenge through IDR - if the denial seems wrong, your broker can lodge an internal dispute with the insurer
4. Escalate to AFCA - if IDR doesn’t resolve it, the Australian Financial Complaints Authority provides free external dispute resolution

Common reasons claims get denied include non-disclosure (not telling the insurer something material when you took out the policy), policy exclusions (the event type isn’t covered), late notification, or underinsurance.

Having a broker doesn’t guarantee every claim gets paid. But it does mean you’ve got someone who understands the policy, knows the process, and will fight your corner if the insurer gets it wrong. For a deeper look at what happens when a claim is knocked back, read our guide on what to do when your business insurance claim gets denied.

How can you make the claims process smoother?

A few things you can do right now to make future claims easier:

1. Know your policy - at minimum, know what your excess is and what’s covered. Your broker can walk you through this at renewal.
2. Keep records - asset registers, photos of your property or equipment, maintenance records. These all help at claim time.
3. Report incidents promptly - most policies have notification timeframes. Even if you’re not sure it’s a claim, tell your broker early.
4. Don’t admit liability - if a customer is injured at your premises or there’s a motor accident, be helpful but don’t say “it was our fault.” That’s for the insurer to determine.
5. Keep your broker in the loop - if anything changes about your business or property, let your broker know. Changes that aren’t disclosed can affect claims later.

Frequently Asked Questions

Should I call my broker or my insurer first when making a claim?

Always call your broker first. Your broker reviews your policy, ensures the claim is lodged correctly, and advocates on your behalf. Lodging directly without checking your policy can lead to mistakes that hurt your claim.

How long does a business insurance claim take to resolve?

Simple claims like windscreen damage can be resolved in 1-2 weeks. Property damage claims typically take 2-4 weeks. Complex claims involving liability or disputes can take 3-6 months or longer. Your broker follows up throughout.

What happens if my insurance claim is denied?

Your broker reviews the insurer’s reasons, checks the policy wording, and challenges the decision through the insurer’s internal dispute resolution process if warranted. If that fails, you can escalate to AFCA for free external review.

Do I need to pay my excess before the claim is processed?

It depends on the insurer and claim type. Some deduct the excess from your payout. Others require you to pay the excess directly to the repairer. Your broker will confirm the process for your specific situation.

Can I start repairs before the claim is approved?

Generally, no. Wait for the insurer or their assessor to inspect the damage first. The exception is emergency repairs to prevent further damage (eg tarping a damaged roof). Keep all receipts for emergency work as these are usually reimbursable.

Need help with a claim?

If something’s happened and you need to make a claim, or you just want to understand what your policy actually covers before something goes wrong, we’re here.

Tank Insurance manages claims across business insurance, landlord property, commercial motor, strata, and more. We handle the insurer, the paperwork, and the follow-up so you can focus on your business.

Call us on 02 9000 1155 or email [email protected].

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This is general information only and does not take into account your objectives, financial situation, or needs. You should consider whether the information is appropriate for you and read the relevant Product Disclosure Statement (PDS) before making any decisions about insurance products.