Making a claim — what to do, in what order.

After a road accident

1. Safety and injuries first. Check on people before property. If anyone is hurt, get medical help and call the police. Do not move an injured person unless there is immediate danger.
2. Do not admit fault. Exchange names, phone numbers, number plates and insurer details calmly — but do not sign anything accepting blame or negotiate payments at the roadside.
3. Photograph everything. Number plates, the point of impact, road markings, the wider junction — before the vehicles move, where safe. These photos often decide disputed claims.
4. Report to the police. Report at the nearest station and obtain a police abstract. Every insurer requires it — it is the document your claim is built on.
5. Tell us, fast. Most policies require notification within days. Call us and we lodge the claim with your insurer, tell you exactly which documents they need, and follow up the assessor.
6. Keep every paper. Abstract, medical reports, repair estimates, receipts. Do not authorise repairs before the insurer's assessor has inspected — unless told otherwise.

After a theft or break-in

1. Report to police first. A police report and OB number come before anything else.
2. Document the scene. Photograph signs of forced entry — insurers require evidence for burglary claims.
3. List what is missing with approximate values and any receipts you have.
4. Call us. We notify the insurer and walk you through their claim form.

Before a hospital admission (medical cover)

1. Check the hospital is on your panel. Every medical cover has an approved hospital list — we can confirm yours in one call.
2. Carry your member details. Your membership number and ID are what the hospital verifies.
3. For planned admissions, pre-authorise. Insurers require pre-authorisation for non-emergency admissions — call us before admission, not after the bill arrives.
4. Emergency? Go first, call after. Genuine emergencies are covered; notify the insurer within the period your policy states.