Overview
We understand that incidents leading to a claim are often stressful. This guideline is designed to make the process easier for you by providing step by step assistance for Property Damage, Motor Accidents and insurance emergencies when our offices are closed.
Our office hours are Monday to Friday, 8:30am to 4:30pm (excluding Public Holidays). We will notify you in advance by email should our office hours change.
For emergencies requiring immediate assistance outside of office hours, and not addressed in the guidelines below, please contact our 24/7 Emergency Assistance number: 0861 115 530.
Emergencies: Loss On A Public Holiday or Weekend
Insurers generally first determine whether or not the loss event claimed for is covered and if it is, they usually assess all claims, before authorizing repairs, replacing the asset or paying you.
However, there may be times when you can’t wait and emergency action is required.
In such cases, your general approach should be:
- Act as though you are not insured and take all reasonable steps to avoid further loss (a policy requirement);
- Take extensive photos of the damage before any repairs are undertaken or before you replace an asset for your own account;
- Obtain the full details of any third party, if they caused the damage, for financial recovery purposes (a policy requirement);
- Obtain a minimum of two quotes from reputable repairers or suppliers;
- Keep damaged parts and any salvage and never abandon your property (a policy requirement);
- If you authorize repairs, send us the two quotes and invoice as soon as possible, including proof of payment if you settle the invoice, for insurers consideration
If you elect to pay or authorize the repair/replacement, prior to the insurer admitting the loss and giving the go ahead, a rule of thumb to keep in mind is that insurers will never pay more than what they would have paid, had they had the opportunity to assess and authorize the loss.
Property and Motor Losses
If on site assessment is delayed due to offices being closed, follow the steps below to document the damage and contact us as soon as we are open for business
What to Do After Property Damage
Ensure Safety
Check for hazards like gas leaks, electrical damage or structural instability.
Evacuate the property and call emergency services if necessary.
Document the Damage
Take clear photos and videos of the damage, including close up and wide shots.
Note the date, time and any details about the cause of the damage.
Make Temporary Repairs (if safe)
Virtually all insurance policies require you to take reasonable steps to prevent further damage, like boarding up broken windows or covering a hole in the roof and not doing do, may affect your cover. This is a policy requirement.
Keep receipts for any repairs, materials or services you authorize.
Do Not Abandon Your Property
Do not abandon your property. Leaving or abandoning damaged insured property could affect your cover. This is a policy requirement.
Mitigate Further Loss
Take steps to prevent additional damage, like turning off utilities or removing valuables from a flooded area. This is a policy requirement.
Contact Details Of Third Party (if applicable)
If someone else caused the damage, get their contact and insurance information. This is a policy requirement.
File a Police Report (if applicable)
Report crimes like vandalism or theft must be reported to the police. This is a policy requirement. Obtain the police case reference number and a copy of the police report
Contact Your Insurance Broker Or Insurer
Call your insurance broker or insurer as soon as possible to report the damage. This is a policy requirement
Ask about any specific instructions or documentation they require.
Cooperate with Your Insurer
Work with the insurer or their appointed insurance adjuster during the inspection and answer their questions honestly and promptly. This is a policy requirement
Wait for Assessment and Repair
Do not start repairs until your insurance company approves them.
Once approved, choose a qualified and reputable contractor for repairs (unless the insurer selects the repairer)
Keep Records
Maintain copies of all communication with your insurance company, photos, receipts and repair estimates.
Follow Up on Your Claim
Chadwicks will continually follow up on your claim on your behalf until finalised
What to Do After a Motor Vehicle Accident
Ensure Safety
If you or anyone else is injured, seek medical attention immediately.
Move your vehicle to a safe location away from traffic if possible.
Exchange Information
Get contact and insurance details from all drivers involved
Document the Scene
Take photos of the accident scene from multiple angles, showing the damage to all vehicles involved.
Remove Valuables
Before towing, remove any valuables from your vehicle.
Gather Witness Information
Get the names and contact information from any witnesses to the accident.
Sketch the Accident (if possible)
Make a basic sketch of the accident scene, showing the positions of the vehicles and contributing factors.
File a Police Report
Motor accidents must be reported to the police. This is a policy requirement. Obtain the police case reference number and a copy of the police report
Warranty Repairs
If your car is under warranty, confirm with your insurer that your chosen repair shop won't void the warranty.
Arrange Towing and Assessment
Non-Drivable Vehicles: Contact us to arrange towing to an approved repair center for assessment and repairs (unless the vehicle is beyond economical repair). If our office is closed, arrange for towing to the nearest approved and reputable repairer and keep all receipts, invoices etc.
Drivable Vehicles: Chadwicks will schedule an assessment and repairs at an approved repair center or repairer. If the vehicle is a write off (beyond economical repair), the vehicle will be towed to place nominated by the insurer
Insurance Claim Process
Follow the instructions provided by us and submit all required documents promptly.
Keep Records
Maintain copies of all communication relating to the claims including photos, police reports, repair estimates and medical bills (if applicable).
Follow Up on Your Claim
Chadwicks will continually follow up on your claim on your behalf until finalised
By following these guidelines, you can ensure a smoother and less stressful claims process after property damage or a car accident, including claim emergencies.
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