Need to make a claim?

We are here to help

When the unexpected happens, your team is here to help.

When the unexpected happens, your team is here to help.

Touch base with us online

If you require after hours emergency claims management assistance, please call 1300 565 622.  We will assist you with advice, arrange a ‘make safe’ and if necessary send an adjuster out to help you.

If you require after hours emergency claims management assistance, please call 1300 565 622.  We will assist you with advice, arrange a ‘make safe’ and if necessary send an adjuster out to help you.

Touch base with us online

Notify us of a claim

We know it can be stressful when the unexpected happens. That’s why we are here to help.

Should a claim arise, our highly experienced team will be by your side to help make the process as smooth as possible. We will work with the insurer on your behalf to ensure you receive your full entitlement without delay.

Important

As soon as an event that causes loss, damage or liability occurs, you must:

  • Take all reasonable steps to prevent any further loss from occurring.
  • Complete a detailed incident report containing the third party’s name, date and time of loss as well as a full description of the loss. Include any relevant photographs and supporting documentation detailing the loss.
  • Advise the nearest police station if your property is stolen, lost or vandalised or maliciously damaged. You may be asked for a police report of the incident.
  • Do not admit liability regarding the incident that may give rise to a claim against you.

We provide several ways for you to notify us of a claim:

Online – Quick, simple and instant, your notification will be immediately delivered to your team members.

By phone – on 1300 565 622 or (or international +612 9252 6095) directly to your service team member’s mobile phone as detailed in your insurance manual.

Via email – to claims@hdlbrokers.com.au, or directly to your service team member’s email as detailed in your insurance manual.

Client portal – directly through HDL Engage by using your secure login and password details.

Online notification

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What to do in the event of a claim

It is important to contact us as soon as possible so our experienced team can guide you through the entire claims process ensuring prompt and efficient settlement.  With regards to some common categories of claims, we have summarised some quick advice below.

Under no circumstances must liability be admitted either verbally or in writing.

Upon the happening of any incident likely to give rise to a claim, the following procedure should be implemented:

  • Do not admit any liability.
  • All reasonable steps should be taken following an occurrence to protect the person or property from any further injury.
  • Accurately record any conversations with the third party.
  • Take photos of the area at which the incident occurred and collate all relevant documentation.
  • Keep a record of:
    • The date of the loss and the date it was reported to your organisation
    • The place of occurrence of the loss and a brief description of what happened
    • Details of the injured person or owners of damaged property
    • Details of any witnesses
    • If known, the nature of the personal injury or damage to property
    • With damage to property, any available estimate of the cost of the damage
    • Copies of any correspondence or legal proceedings

Do not give any interviews or make any statements to a loss adjuster or other person investigating any accident of damage UNLESS such person is acting on behalf of your Insurer or your own organisation.

No correspondence should be entered into with a third party except acknowledgment of receipt of the claim.

If you receive a formal demand or legal documents, such as a statement of claim, from a third party please advise us immediately.

The source of the water should be identified as soon as possible and the leak / water ingress stopped to prevent further damage.

Where possible please arrange the attendance of a plumber / roofer as applicable for emergency repairs / make safe.

If contents and carpets require drying please arrange the attendance of a specialist cleaning/restoration company.

Obtain a quotation for repairs and provide this to HDL together with any invoices.

Advise the nearest police station if your property is stolen or lost.

Proof of ownership must be provided noting that the stolen/lost items must be owned by the named insured or be its responsibility to insure.

Please obtain replacement quotes.

The preferred glazier of most Insurer’s is O’Brien Glass. In most instances O’Brien Glass can carry out the glass replacement and bill the Insurer for the cost, less any applicable policy excess.

O’Brien Glass may be contacted direct with the name of the Insurer and policy number. They will contact the Insurer to confirm policy cover and the applicable excess.

Where the glass is of unusual size or cost the Insurer may appoint a loss adjuster.

  • O’Brien – Vehicles 1800 841 269
  • O’Brien – Glazing 1800 642 378

Do not admit liability.

Comply with police reporting requirements.

  • Record the name, address, phone number, email address, licence number and insurer of other drivers involved, and the registration numbers of their vehicles.
  • Try to get names, addresses, phone numbers and email addresses of witnesses.
  • If your vehicle is not drivable and you have comprehensive cover, arrange for it to be towed somewhere safe. Make sure you have the address details so that you can let us know where your vehicle is located.
  • If your vehicle has been stolen report it to the police as soon as possible.

Lodge a claim with your Insurer either direct by phone or on line, or via HDL by completing a claim form.

Please arrange a quotation for repairs to your vehicle either with your preferred repairer of one of Insurers network repairers.

Any applicable excess is usually payable to the repairer when the vehicle is collected after the repairs are complete.

If you receive any correspondence from a Third Party or their Insurer, please forward it to us unanswered except for a simple acknowledgement if you wish.

In the event of an emergency whilst travelling, your travel policy helpline will offer 24 hour assistance. They will arrange medical appointments or treatment if you are injured, require a hospital or need help returning home. If you do not have your policy information containing this helpline number with you, please contact us.

If the incident does not require immediate assistance, please notify your usual contact as soon as you are able. They will be able to guide you through the claims process.

What information will you need?

  • Completed claim form
  • Copies of travel documents: tickets, invoices, or boarding passes
  • Receipts for any costs incurred
  • Crime reference in the event of theft or loss of belongings
  • Copies of purchase invoices for items lost or stolen
  • Airline report in the event of lost luggage

Under no circumstances must liability be admitted either verbally or in writing.

Financial Lines Claims include:

  • Directors and officers
  • Professional indemnity
  • Legal expenses insurance
  • Management liability
  • Employment practices liability insurance

Important (Claims Made Policies)

Due to the nature of this type of insurance, these policies react on a claims-made basis. This means that no matter what date of an alleged incident, your current policy will be used in the claims process.

Please contact us as soon as possible so we can guide you through the claims process.

What information will you need?

  • Claimants details
  • Date you first became aware of the circumstance which may give rise to claim
  • Background information/brief chronology of events
  • Details of the circumstances together with your comments on liability
  • Potential claim value

If you receive a formal demand or legal documents, such as a statement of claim, from a third party please advise us immediately.

It is important that you inform us prior to undertaking any legal action or incurring any legal fees or representation costs.

Under no circumstances must liability be admitted either verbally or in writing.

Contact us if any of the following occurs:

  • Service of court documents, especially a statement of claim or summons;
  • Receipt of a complaint from AHPRA, Medical Council or Board, Healthcare Complaints Commission or the like;
  • Complaints from a patient either verbal or in writing;
  • Deaths that have been reported to the Coroner and where you have been closely involved in the care of the deceased patient;
  • Request from police seeking documents or a statement;
  • Receipt of correspondence from Medicare regarding provider numbers, item usage or audits;
  • Receipt of correspondence from a private health insurer querying charges, notifying of an audit or advising of a change in provider status;
  • Receipt of a request for medical records, whether from a patient, a third party or a subpoena;
  • A solicitor contacts you requesting a report or meeting about your medical management of their client; or
  • Comments on social or print media that you consider could be defamatory.

Other notifications

Given the nature of medical practice, it can be difficult to determine which incidents to notify to us. Incidents that may develop into a complaint or claim should also be notified to insurers within the relevant policy period. It is not however necessary to notify every adverse incident.

As a guide, we suggest that you notify the following types of events:

  • Birth defects that were not anticipated;
  • Catastrophic outcomes including brain damage and paraplegia;
  • Unexpected outcomes, particularly where the patient or their family may make a complaint;
  • Loss or impairment of the senses;
  • Misdiagnosis or delayed diagnosis which has resulted in a reduced lifespan of the patient;
  • Significant disfigurement or loss of limb.

If you receive a formal demand or legal documents, such as a statement of claim, from a third party please advise us immediately.

When a catastrophe occurs

Major and complex losses can have widespread effects and unless you have experienced such a situation, it is extremely difficult to know exactly what to do in both the short and medium terms. Our experience in the management of major claims can greatly limit the impact on you.

Our team will work with you to mitigate any loss and return the business to normal operations as soon as possible, providing appropriate, insightful reporting and analysis throughout the journey.

HDL manages the entire claims process