Information on Making a Claim
Be assured that we do our utmost to make the claims experience as simple, efficient, and stress-free as possible. We realise that your time is valuable, and we will work with you to remove any unnecessary processes and to minimise paperwork. If you are a strata manager or broker, then the fastest way to submit a claim is via the Wilbur Claims Manager Portal. Please contact us should you not have access to the portal yet. If you are a lot owner or office bearer of the body corporate the fastest way to submit a claim to us is via our online claims form. The form is available online 24 hours a day, 7 days a week. You will receive instant notification of your claim reference number.
Making the claim process easy
With you every step of the way
Strata claims will most often be lodged on behalf of the body corporate by either the strata manager or an insurance broker. In most cases it is best if the owner or the strata committee discusses the claim with their strata manager, or broker, in the first instance. We will work with you and the strata manager, or broker, through the claims process. Over time, we have found that this is the most efficient use of everyone’s time, and it makes best use of everyone’s experience.
You will find that the claims process runs more smoothly when you are able to provide us with the required information. To help you to complete the claims form, and for us to process the claim as quickly as possible for you, please provide us with the following information when you submit your claim:
- Your policy information (body corporate plan number and/or policy number).
- Risk address.
- Information about the incident, such as the date of loss, cause of loss, where the damage occurred. Please include photos of the cause of the damage and the resultant damage itself. The amount being claimed, the GST status of the insured (including ABN number and ITC %), and the EFT bank account details for payment.
- Any other information which you think will be useful in reviewing your claim, such as information regarding any other people, vehicles or property involved.
- Please also include contact details for the people involved with the claim.
When we have received your claim we will tell you about our claims process, including:
- Any excess amounts you have to cover or pay in relation to your claim.
- About any waiting or no cover periods that may apply to you under the policy; and
- How to contact us regarding your claim.
If we are contacted by an uninsured person who wishes to make a claim against one of our customers, then we will tell them about our claims process and what is required for us to start a claim. If somebody makes a claim against you, please notify us of your claim online as soon as reasonably possible.
Provided we have all relevant information we require, straightforward claims can be responded to within a few days. For more complex claims we will use our experience and our wide range of contacts to make sure we obtain the relevant information we require to make a quick determination of whether the claim falls within the Policy terms and conditions and where it does that we have the right trades people and service providers to reinstate, repair or replace your damaged property as soon as possible.
Your claim will normally require at least one quote and it may require us to obtain a scope of work if the repair / reinstatement is of a detailed nature, and we will keep you informed if this is the case. A scope of work is a technical document – that can include repair procedures, product specifications, dimensions and measurements, access requirements, and detailed drawings – outlining what is required to successfully repair, rebuild, or replace damaged property.
For any enquiries regarding your claim’s submission or an ongoing claim, please call 1300 SCINSURE (1300 724 678) to speak to a member of our claims team or log in through the Wilbur Claims Manager Portal.
Download the “Handy tips to simplify strata claims!” PDF here.