Make a claim

If you need to make a claim, we’re with you. Unlike other insurance companies where you never tend to speak to the same people, at Elders Insurance you’ll deal with local agents who understand your unique circumstances.

So when it comes to making a claim, you’ll probably find yourself speaking with the person who arranged your policy in the first place! And it’s that local touch which sets us apart from the rest.

In fact, our local communities are so important to us that we try to use local tradespeople and retailers when it comes to replacing goods and repairing any damages. It’s just one of the many ways we’re helping to give back to the community.

How to make a claim

To make a claim, simply contact your local Elders Insurance Agent who will lodge your claims and, in most situations, manage the claim for you. The contact details for your local agent can be found on your renewal paperwork. If you're unsure, find your local agent here.

When you make a claim, you will need to provide your policy number and the details relating to the incident. For motor claims this may include the name, address, phone number, email address, licence number and insurer of any other drivers involved, the registration number of all other vehicles involved in the accident, and the details of the accident such as the date and time, location, and weather conditions at the time. If your vehicle has been towed to a vehicle storage yard, please tell us the details so we can deal with your claim more efficiently.

If your query is an emergency, after-hours claim and you cannot contact your agent, you can contact the Elders Insurance National Claims Line on 1300 383 854.

If your claim relates to any of the following we have provided further information to get you started.

Will I need to pay an excess?
An excess is the amount of money you may have to pay each time you make a claim. When you lodge your claim, we’ll let you know the amount and type(s) of excesses applicable to your claim. Please refer to your policy documentation to understand the excesses that apply to your policies or speak to your local Elders Insurance Agent if you’re unsure.

Waiting periods
The majority of our policies do not have waiting periods. Our Accident, Injury and Illness policies generally have a Waiting Period or Excluded Period of Time (usually 1-2 weeks) that apply, meaning the period following medical treatment for which you will not receive a weekly benefit under the policy. Please refer to your policy documentation to determine whether a waiting period applies to your policy or speak to your local Elders Insurance Agent if you’re unsure.

What if I’m not insured by Elders Insurance but want to make a claim against Elders Insurance?
This might occur when you’ve been involved in an accident or incident with an Elders Insurance customer. Our customer may have already lodged a claim in relation to the accident or incident for which you want to lodge a claim.

For a claim that has been lodged by our customer:

  • Once our customer has met all the policy obligations, we will contact you (as the third party) to explain the claims process, and where necessary, arrange the next steps (eg. book your vehicle in for repairs). Please call us on 1300 554 184 during business hours (Mon – Fri 8:30am to 5:00pm) if you would like to discuss your claim. Should you wish to make a complaint or learn about our complaints process, you can contact our Customer Care Unit directly on ph: 1300 650 503 or at complaints@qbe.com.

For a claim that has not been lodged by our customer:

  • We need our customer to make a claim before we are able to proceed. You should contact your own insurer to notify them of the claim and you may wish to contact the Elders Insurance customer involved in the accident whom you think is at fault to prompt them to initiate a claim with us. For more information about this process and what is required to start a claim, please contact us on 1300 383 854 and we will explain the next steps in the process.

You may wish to seek your own independent legal advice with respect to your claim. For any legal demands relating to a claim, please contact us on 1300 383 854 as soon as possible.

General Insurance Code of Practice
At Elders Insurance we adhere to the General Insurance Code of Practice 2020, including where it applies to claims handling.

Amongst many other things, the Code sets minimum standards and timeframes for claims handling and decision processes. Most importantly, it provides you with rights and protections when you make a claim, ensuring you'll get the help you need if you're ever unhappy with the claims process.

Click here to find out more about the Code, or contact your local Elders Insurance Agent.

To help make life easier, you can download and print a motor claim form below:
Download motor claim form

Please note that these claims do not include Glass. For Glass claims, please see below. For all other claims, contact your local Agent.

Motor vehicle glass
To make a claim for broken glass on your car (such as windows and windscreens), click here or call us on 1800 023 945.

Heavy motor assist
If you're an Elders Insurance Motor Vehicle policyholder with a vehicle over 5 tonne carrying capacity, you can take advantage of our complimentary Heavy Motor Assist service. Find out more here.

Key points you should know about our repair process for motor vehicle claims:

If you choose to use our Accredited Smash Repairer (ASR) network:

  • Our ASR will contact you, in the majority of cases, to make arrangements associated with the repairs to your vehicle. You are not required to obtain a repair quote yourself.
  • Self-assessing – Our ASR can assess the damage on our behalf and commence repairs up to $10,000 subject to conditions being met, therefore reducing repair timeframes.
  • Taxi vouchers – you will receive Cab Charges to transport you to and from the repair shop (up to $50 per trip)

If you choose not to use our Accredited Smash Repairer (ASR) network:

  • You will need to provide images of the damage to your vehicle and a quote from your chosen smash repairer to repair your vehicle.
  • Our assessor will contact you to confirm their involvement and undertake an assessment of the damage to your vehicle.
  • Once our assessor has confirmed the appropriate repair method and repair amount, we will choose to authorise those repairs, request a quote from an ASR or cash settle directly with you.

To help make life easier, you can download and print a property claim form below:

Download property claim form

Please note that these claims do not include Glass. For Glass claims, please see below. For all other claims, contact your local Agent.

Key points you should know about our process for handling Property claims:

Loss Adjusters – What is the role of a loss adjuster in relation to my home or contents claim?

We know it can be unsettling when your property is unexpectedly damaged. If we allocate a loss adjuster to your claim their role is to help you through the claims process. Loss adjusters are impartial professionals who are responsible for managing the outcome of your claim, removing the complexity from the process, and most importantly, helping you get back on track.
Specifically, the loss adjustor will:

  • be the link between you (the policy holder) and Elders Insurance;
  • assess the cause and the value of the loss;
  • manage the claims process in an empathetic and understanding way;
  • make a recommendation to us about whether or not to accept your claim (based on their assessment of policy coverage); and if accepted, the best way to resolve your claim; and
  • make recommendations to us regarding recovery from a third party where the opportunity presents.

Cash settlement of home building claims
We will provide you with a Cash Settlement Information Sheet when we offer you cash to settle your home building insurance claim instead of repairing or rebuilding your home. The Cash Settlement Information Sheet will provide you with information to help you understand how cash settlements work. Should you wish to find out more information about Cash Settlements for home building claims, then please click the link here.

Scope of works for home building claims
A scope of works is provided for building claims, it outlines what repair or rebuilding work is necessary to resolve your building claim. It is an itemised list of the home building repair works required to repair your home building, which is typically prepared by our appointed builder. Accompanying this breakdown of repair works is an itemised list of the materials needed for each of the repairs listed, and the associated costings for labour and materials.

Should you wish to find out more information about scope of works in relation to a home building claim, then please click the link here.

If you would like more information to understand our claims decision, please contact your Elders Insurance Agent or Claims Officer who can provide the information that was used to assess your claim. If you have additional information that you believe might be important and cause us to reconsider our decision, please provide this to your Elders Insurance Agent.

If you disagree with our decision or explanation, you can contact the QBE Customer Care Unit who will conduct an independent review of your claim:

Phone: 1300 650 503 (between 9am and 5pm CST Monday to Friday, excluding public holidays)

Email: complaints@qbe.com

Fax: 02 8227 8594

Post: GPO Box 219, Parramatta NSW 2124

The QBE Customer Care Unit will strive to address any concerns you may have as quickly as possible. However, if for some reason they’re unable to respond to your concern immediately, they’ll keep you informed of their progress at all stages. You can expect to hear from them within 3 working days to let you know they’ve received your request.

If you are not satisfied with our handling of your complaint, you have a right to take your complaint to the Australian Financial Complaints Authority (AFCA), our external and independent dispute resolution provider.

You can lodge a complaint with AFCA using any of the following methods:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may restrict your ability to make complaints to AFCA. Contact AFCA or consult the AFCA website for more details.

How do I find out about my claim?

Please contact your local Elders Insurance Agent or the Claims Officer that you have been dealing with and provide your claim reference number that you would have received when you lodged your claim. They will be able to update you on your claim’s progress and advise you of the next steps.

Confirmation of Claim Transaction

As part of our claims process, customers receive updates about the progress of their claim. These updates may include information about a claim decision, paying a policy excess and settlement.

Would you like a confirmation of your insurance claim?
If you have lodged a claim with us for a (car, home, boat or travel) policy, you can request a confirmation of your insurance claim (a Confirmation of Claim Transaction) and we will provide it after the claim is finalised. It will confirm basic information about your finalised claim.

How can I request a Confirmation of Claim Transaction?
You can request a Confirmation of Claim Transaction by completing the Confirmation of Claim Transaction request form or by contacting your local Elders Insurance Agent.

Need more support?

If you would like any further information or support, please contact your local Elders Insurance agent.