Insurance Policies and Procedures

Completing a Claim Form Successfully

How do I make a claim?

Firstly, contact the Insurance Administrator for instructions and advice. A claim form is required in most cases but there maybe some instances where it is not. If a claim form is required one will be sent to you for completion.

Why do I need to complete a claim form?

The claim form you are required to complete is designed to address the circumstances surrounding the claim, loss or incident.

The claim form helps the insurer and claims officer formulate their professional opinion based on the information you have supplied.

It is essential that all sections of the claim form be completed. For those sections not relevant to your claim or circumstance, it is important that you still address this section by either placing a horizontal line through section or N.A - (Not Applicable). This helps the claims officer/ loss assessor establish that you have not forgotten to address this section but rather is not relevant to your circumstance/s.

How can I support my claim?

Where possible it is important that you supply proof of ownership. Original receipts, photographs, credit card statements, warranties and manuals help to support ownership of the item/s that you’re a claiming for.

Stolen items
For items that have been stolen, you must report the loss to the police department, security department/division or a manager at the place your are temporarily residing in, such as hotels, motels. (Always ask for a receipt supporting that you have lodged the incident or at a minimum an incident/ crime reference number). In the event that the incident has taken place in a hotel/motel, request for a letter detailing the incident and the information you have supplied. (This is particularly relevant for those claiming under the corporate business travel policy).

Motor Vehicle
In the case of a motor vehicle claim, if there is or believe there is more than $ 1,000.00 or if there is an injury, you must report the incident to the police.

Never at the scene or there after, should you engage in ANY conversation where you 'Admit Liability' for the accident. That decision will be determined by someone in authority or from the insurance company. (Admitting Liability can potentially result in the insurer declining your claim). Regardless of the facts leave that decision to the experts. Exchange details if necessary such as name, address, drivers licence number, vehicle and a contact number, vehicle and registration number.

Note: if you require additional information to help support the claim, attach another sheet/s of paper securely to the back of your claim form. Title the section and number/question you are addressing. The more information you supply will assist the insurer in determining the outcome.

What to do when the claim form is completed?

Once your claim form is completed and all relevant information is attached, take a photocopy of the claim form and attachments for your records, if you wish.

Forward the original claim form and attachments to the Insurance Administrator located on campus. (Chancellery Building, Level 3, Room 3.017A)

A duplicate of the claim form will be kept on file. The claim form is then registered and sent to the underwriter for assessment.

Most claims are settled reasonably quickly, however, this can depend on the nature of your claim and the supporting documentation to your claim.

Settlement of your claim?

Upon receipt of the settlement or declinature of your claim you will then be notified of the outcome and in cases where a cheque for settlement has been sent, you will be required to collect the cheque and sign for this.

What if I am not satisfied with the settlement/ declinature of my claim?

In incidences where the insurer has declined your claim or your are not satisfied with your claim settlement you can appeal the decision in writing ‘A Letter of Appeal’. Addressing why it is that you feel your claim should be overturned successfully and forward your letter to the Insurance Administrator located in the Chancellery Building.

Note:-
Please be mindful that the decision for almost all declined claims will invariably fall back on the policy wording or the exclusions that the insurer has applied to the policy for which it is that you are claiming under. The appeal process will not address your decision to appeal the claim if the decline is based strictly on the policy wording and exclusions. As the policy wording/s or exclusion/s applied by the insurer is final.

If you have any questions or require assistance with your claim contact:

Jenny Cameron
08-9360-7280
Level 3 (Room 3.017A)
Chancellery Building and or,
Insurance@murdoch.edu.au

A five step process

The claims process could be summarised as follows. By adopting a five step process :

1. Register the incident, if required
   • Internal- Security or,
   • External- Police
   • Other - Hotels etc
      
2. Contact the Insurance Administrator.
    
3. Submit the claim form to the Insurance Administrator
   With the following:
   
   • Accompanying the claim form should be a quote for the replacement of these items.
   • Including proof of ownership- by whatever reasonable means is possible.
   • If the item is damaged, then a repair report must accompany the claim form.
   • Copy of any police or incident report.
      
4. Claim is registered and sent to the Insurance Company.
    
5. Actioned: by acceptance or declined.
   

If the claim is declined then an appeals process may be performed. Supporting why the decision to revoke the declinature should be considered.

As with all claims (externally) managed by an insurance company, claims can be settled by the following three options.

1. Repair
2. Replacement
3. Cash – Settlement

The settlement decision specifically to the claim is final and justification in the way in which the decision was made would accompany the response to such a settlement. Ensuring that claims are managed appropriately from a financial prospective and reasonable assessment of each claim is carried out in a timely manner while considering the loss and the effect the item/s may have as a result of the assessment process.

These details are only a brief overview of the policy. If further information is required, please contact the Insurance Administrator.

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