Claims Process

When an insured event occurs, how you respond in the first hours matters. Ipswich Insurance Brokers assists clients through the claims process — from initial notification through to settlement — working to ensure your position is clearly represented with the insurer.

Step-by-step claims process

1. Notify us promptly — contact Ipswich Insurance Brokers as soon as possible after an incident. Call 07 3503 1404 or email admin@iib.net.au. Prompt notification is a policy requirement — delayed notification can affect your position.
2. Mitigate further loss — take reasonable steps to prevent further damage where it is safe to do so. Do not dispose of damaged property before an assessor has inspected it unless safety or urgent hygiene requires it.
3. Document everything — photograph the damage, the scene and any relevant circumstances. Keep receipts, invoices and supplier quotes. Note dates, times, witnesses and any third parties involved.
4. We lodge the claim — we prepare and submit the claim on your behalf, ensuring the information provided to the insurer is complete, accurate and clearly presented.
5. Assessment — the insurer appoints a loss assessor or adjuster where required. We coordinate access, attend where needed and ensure the scope of the loss is accurately captured.
6. Repair or replacement — we track progress on repairs and follow up where timelines stall. For liability claims, we monitor legal proceedings and ensure the insurer’s response is appropriate to your situation.
7. Settlement — we review the settlement offer and advise you on whether it reflects the policy terms and your entitlement. If we believe the settlement is inadequate, we escalate.
8. Post-claim review — after resolution we review how the program performed and whether limits, deductibles or cover structure should change for the next period.

⚠️ What we cannot do

As your broker, we represent your interests and assist throughout the process. However, we cannot guarantee claim outcomes — those decisions are made by the insurer based on policy terms, the evidence provided and the specific circumstances of the event. Where we believe a decision is wrong, we will challenge it. Where a dispute cannot be resolved directly, escalation to AFCA is available.

Liability claims — important

For claims involving an allegation of liability — injury to a third party or damage to someone else’s property — do not admit fault, make any settlement offer or agree to pay any amount without first contacting us and allowing the insurer to be involved. Voluntary admissions can complicate or void a claim. Notify us immediately when any third-party demand or legal document is received, even if you believe it is without merit.

Out-of-hours claims

For urgent claims outside business hours, contact the insurer directly using the emergency claims number on your policy schedule. We will follow up with you the next business day to confirm the claim has been lodged correctly and assist from that point.

Your obligations during a claim

Most policies require you to notify the insurer (through us) promptly, take reasonable steps to minimise the loss, cooperate with the insurer’s investigation, and provide accurate and complete information. Failure to meet these obligations can affect your claim. If you are unsure what the policy requires, contact us before taking any action.

Claims contacts

• General claims enquiries: claims@iib.net.au or 07 3503 1404
• Out of hours — urgent claims: Contact the insurer’s emergency line on your policy schedule. Notify us the next business day.
• Liability claims: Do not admit fault or make any payment before contacting us. Notify us immediately when any demand or legal document is received.

What makes a good claim outcome more likely

The quality of initial documentation significantly affects claim processing time and outcomes. Policies with accurate declarations from inception have fewer complications at claim time. Prompt notification, clear photographs, complete records and cooperation with the assessment process all contribute to efficient resolution. We advise on documentation standards for specific claim types as part of our onboarding and renewal discussions.

Disputes about claim decisions

If a claim is declined or settled at an amount you believe is incorrect, contact us immediately. We review the basis of the decision and determine whether there are grounds to challenge it. Where a dispute cannot be resolved through the insurer’s internal process, it can be referred to the Australian Financial Complaints Authority (AFCA) — a free and independent service. AFCA can make binding decisions on insurers. Our Complaints page has full escalation details.

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