Start with your situation
Understanding insurance claims: cover, evidence and decisions
Find the policy that applies to your event, understand the insurer’s reasons and compare the proposed outcome with the repair evidence. Start with the question you need to resolve.
What’s your situation?
Lost or stolen car keys →
Check the insured event, limits, excess and approval requirements.
A water-leak claim →
Separate the failed part from resulting damage.
An excess or cash settlement →
Check the contribution, repair scope and settlement terms.
I disagree with the decision →
Gather the reasons, policy wording and evidence for a complaint.
Build a useful decision record
- Use the policy edition, schedule and endorsements that applied when the event happened.
- Ask for written reasons and the exact clause relied on. Keep reports, dated photos and the proposed repair scope.
- State what outcome you want and why. Check the insurer’s internal dispute process before the current AFCA escalation instructions.