Make a claim online

You can lodge your claim now online

Alternative ways to lodge your claim.

Lodge a claim as soon as possible so that our assessors can assess the damage. Then we’ll organise emergency repairs to secure the property and prevent further damage.

You must not authorise the repair or replacement of any insured item without our agreement.

Make a claim as soon as it’s safe to do so. The more information you provide at lodgement, the better support we can offer to achieve the best possible outcome. Please have handy:

1. Policy number*
2. Description of event – location, date and approximate time, if known*
3. Detailed description of the loss and quote or invoice to quantify loss*
4. Report from a qualified repairer for building and machinery breakdown claims*
5. List and photos of damaged item/s
6. Name and contact details of any third parties involved (if applicable)
7. Lease agreement (if applicable)
8. Police report (if applicable)
9. Insured’s premium must be paid, and cover must apply for loss*
10. ABN & ITC% confirmed*
11. For a quick settlement, EFT details can be provided on lodgement*

*Minimum requirement for eligible quick claims.

1. Loss Occurred

When making a claim, please provide as much detail as possible to help us understand how we can best support you.

• Online lodgement is the most efficient way to make a claim.
• Receive a claim number within minutes.
• Experience prompt response times with our digital claims service.
• Track the progress of your claim online with regular status updates.¹
• A digital copy of your claim will be sent to your nominated email address.

2. Review

We take it from here, assessing your claim to confirm it is covered by your policy. A dedicated Claims Officer is assigned and will contact you to advise on the next steps. 

Depending on the circumstance of your loss and the extent of the damages, your claim may require an onsite visit by one of our suppliers. Their role is to confirm the loss cause, confirm the extent of damage, and provide advice to Vero. Your dedicated Claims Officer will inform you if this is required and will provide you the details of the supplier who has been appointed. Following this, the assigned supplier will contact you to arrange a mutually agreed time to inspect the damage. 

What can you expect?

• The supplier will contact you to arrange a time and will inform you of any required documentation.
• Our suppliers are an extension of Vero. On behalf of us, they may request and collect further details such as supporting documents, lease agreements, and details on your business

Each claim is considered on it’s own merits. From here, your claim may result in:

3. Repairs

We may arrange repairers, builders or assessors, as required. Our suppliers will contact you to arrange a suitable time to review and once the assessment is completed, repairs can commence. The time it takes to finalise repairs will depend on the Loss, availability of our repairers and materials.

4. Settlement

Where repairs aren’t possible, or you want to arrange your own, we may cash settle the claim. Dependant on your cover we will review and provide a fair and reasonable settlement.

*Status updates are available via the emailed link received upon lodgement for Commercial Property and Speciality claims only.

You must tell us about the Input Tax Credits (ITC) you're entitled to for your premium and claim, every time you make a claim. If you're unsure, please confirm with your accountant or visit the ATO website. When we calculate a payment to you for your claim, we may reduce it by any ITC you are, or would be, entitled to receive.

If you don't tell us of your entitlement, or the information you give us is incorrect, we won't cover you for any resulting fines, penalties or tax liability incurred

If your claim has been referred to our internal recoveries team, your dedicated Claims Officer will inform you. As each claim is measured on its own merits, the claims plan may vary from case to case. It is important to note that a referral does not mean there is always a recovery opportunity, and that (depending on the policy wording) we may only partially recover, and this would not entitle the insured to any refund of excess or uninsured loss. 

Time frames for the recoveries process can vary case to case. Your dedicated Claims Officer will remain your main point of contact and will provide you with updates. If you have any questions, please contact your Claims Officer directly or call 1300 888 073.

Your dedicated Claims Officer will provide you their direct line number. For all enquiries related to your claim, please contact your dedicated Claims Officer. Alternatively, you may contact your dedicated Claims Relationship Manager or call us on 1300 888 073.

We arrange repairers, builders or assessors, as required. If urgent repairs are required to secure your property and to mitigate further damage and you choose to arrange this with your own repairer, please ensure all receipts, reports, photographic evidence, etc., are retained. Your Claims Officer will review your claim and your supporting documents in line with your Policy Cover. If it is determined your claim is accepted, and dependant on your cover, we will review and provide a fair and reasonable settlement.

An excess is your contribution towards the cost of a claim and is a requisite policy condition. Effectively, the excess is the amount you self-insure. Your cover starts once insured loss or damage exceeds the excess. The excess will depend on the circumstances of the claim.

Some Additional Benefits and Optional Covers have their own excess, in addition to any other excess that may apply. When multiple excesses apply, you might have to pay more than one excess.

The amount and details of each applicable excess is shown on your Policy Schedule. Information on how and when an excess applies can also be found in the Product Disclosure Statement (PDS).

When you make a claim, and depending on the claim type, you can pay any appliable excesses in one of the following ways:

1. All claim types - you pay directly to us.
2. Repairs authorised - in some instances, and before repairs commence, you pay the appointed repairer or supplier.
3. Cash settlement - the excess is deducted from the claim settlement amount.

An excess is your contribution to the cost of a claim. It is the amount you self-insure. If you make a claim, one or more excesses will apply, unless your PDS/Policy says otherwise. The description of those excesses and the circumstances in which they're applied are shown in the relevant Policy Section of your PDS and Policy Wording, or in your Policy Schedule.

Information on how and when an excess applies can also be found in the Product Disclosure Statement (PDS).

You have the option of paying your excess online via Credit Card or BPay. Your dedicated Claims Officer will provide details on how to pay your excess.

If you experience a problem or aren't satisfied with our products, services or a decision we've made, let us know so we can help.

If we're not able to resolve your complaint, or you remain dissatisfied with our response, our Internal Customer Relations team can review your concerns. You can contact them by phone on 1300 264 470 or via email at idr@vero.com.au . If you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA).

AFCA provides free, fair and independent financial services complaint resolution to consumers.

Our services offer customisable communication options including using your preferred communication method and choosing someone to speak on your behalf.

Our claims staff can also contact services such as the National Relay Service and The Translating and Interpreting Service (TIS). During your first phone call or email, please let us know which service you need and we'll connect with them during all communications.

These services are available 24/7.

Everyone experiences vulnerability at some stage in their life and we understand making a claim can be stressful. Where you’re comfortable, we encourage you to talk to your broker or us about anything that might be relevant to your claim. With this context, we’re better able to provide the support you need as we handle your claim.

We’ll do our best to meet your accessibility and communication needs and where appropriate, and with your consent, connect you with support services.

For crisis support, please contact 000 Emergency Services or Lifeline on 13 11 14.

Learn more about our extra help and support.

If you choose to disclose information about your circumstances, we’ll always ask for your consent to keep that information on your policy. We ask this to ensure future claims across any Vero policy you have will have consistent information and context for any additional support that where possible, we are able to provide. If you don’t consent to the capture of that information, we won’t record anything you’ve shared.

We know circumstances can change, so you can ask for this information to be removed at any time. This means our Claims Officer may be unaware of your circumstances, which may mean repeating important information to them.