To make it easier to settle your claim quickly:
It will depend on the circumstances. An excess is the amount shown in your current policy schedule and Product Disclosure Statement which you must pay when you make a claim (unless we state an excess does not apply). You may be required to pay an excess, unless we are able to recover the cost of the claim from the at fault party. Our claims team will always advise you when you will need to pay an excess, but if you are unsure about your claim, or have any queries about our claims process, please contact our claims team on 13 10 13.
Generally your Safe Driver Star Rating will only be affected if you contributed to the cause of the accident, or if you cannot provide the details of the responsible party or we are unable to recover the costs of the claim from the party at fault. For further details, please refer to the Product Disclosure Statement and PED guide.
One of our Motor Vehicle Assessors inspects the damage to your vehicle. You or your repairer can arrange a date for the assessment with us.
The Assessor inspects the damage to your vehicle referring to the details supplied by us. This includes the vehicle details, accident description, policy cover and whether the repairs are authorised to go ahead.
The necessary repairs, paint and parts for your vehicle will be determined by the Assessor and authority to repair your vehicle is issued by the Assessor to your repairer. The Assessor provides a report on the damage and agreed repairs to the Claims Department.
The Assessor will contact you by telephone to confirm the outcome of the assessment.
Yes, you can choose your own repairer.
Selecting your repairer is easy with our repairer locator, which allows you to search for a repairer by location or name. Our extensive list of repairers also includes our selected repairers – these selected repairers deliver excellent customer service and quality repairs so you can be confident in the repair outcome.
To access our repairer locator, simply lodge your claim online. Alternatively, you can call us on 13 10 13 and one of our friendly claims service consultants will take you through the claims process.
You will need to liaise with your repairer as to when they can commence the repairs. Once repairs are complete, your repairer will contact you to collect your vehicle. You may need to pay an excess depending on the circumstances of your claim. We will have advised you whether or not an excess applies when you lodged your claim.
Allianz provides a guarantee on the repairs as long as you own or lease the vehicle.
If the Assessor determines that the vehicle is damaged beyond repair or uneconomical to fix, they will call you to advise you of this. If your policy is insured for an Agreed Value, then the Pre-Accident Value of your vehicle has already been determined. If your vehicle is insured for Market Value, this value is based on a number of factors including but not limited to :
We will also take into account any Excess or Unpaid Premium (if you pay your policy by monthly instalments we will calculate the remaining premium due for the policy period), which may need to be deducted. You will be notified of the final settlement amount.
When there is finance on your vehicle, Allianz is obligated to pay the financier any outstanding amount first.
As the wreckage of your vehicle becomes the property of Allianz, the Assessor will arrange for your vehicle to be towed from the repair shop and disposed of. You will need to remove any personal items left in your vehicle.
When your vehicle has been damaged by a vehicle insured by Allianz and the claim has been reported to us, we will arrange for your vehicle to be assessed. Provided the claim is accepted, we will authorise the repairs to your vehicle.
If your vehicle is written-off, the Assessor will calculate the Pre-Accident Value of the vehicle and deduct its salvage value; however you retain ownership of the wreckage and will need to arrange for its sale and/or disposal.
When your vehicle is damaged by a vehicle insured by another Insurer, then you need to approach the other Insurer to commence the repairs to your vehicle.
Please call our claims department on 13 10 13 and one of our friendly consultants will take you through the claims process.
If your personal items (including personal effects and clothing) have been damaged in a collision involving your vehicle, we may include an amount towards repairing or replacing your personal effects. You need to advise us about this and keep the damaged articles available for inspection.
Where possible, we will do our best to repair or replace your items through our network of loss adjustors, building repair specialists and contents replacement partners. Where this is not possible, we may ask you to obtain your own reports or quotes. We will advise you during your claim if this is necessary.
Documents such as purchase receipts, credit card statements, photographs (including your smartphone) and owner’s handbooks will help. When you speak to a claims consultant, they’ll let you know what you need to provide to help us process your claim.
Where possible, we will do our best to repair or replace your items through our network of loss adjustors, building repair specialists and contents replacement partners.
When you lodge a claim, we will let you know what cover you have for your phone on your policy. If you are unsure what your policy covers, please refer to your Policy Schedule and PDS or call us to discuss.
Where we accept the claim for your mobile device, we may require you to provide a repair report from a mobile phone repairer so we can reimburse this cost.
If your mobile device has been lost or stolen, we may require you to show us evidence of ownership in the form of either a receipt, confirmation from your phone provider, or other evidence agreed with us, as well as a police report number. We will then either pay you the cost to repair your mobile device, or where required, arrange replacement through one of our supply partners. If you plan to take this opportunity to upgrade your mobile device, we can discuss this with you during your claim.
Allianz Home insurance policies offer an optional cover that can be included for Motor Burnout or Fusion. If you are unsure if your policy includes this optional cover, please refer to your Policy Schedule and PDS or call us to discuss.
If you need to make a claim, in most cases we will need a report from a qualified electrician or repairer which confirms the cause of damage to the motor, the age of the motor, and an itemised quote for the repair or replacement of the motor. Please refer to your relevant PDS for more information on what's covered and what's not covered.
When it comes to shared fences such as the fence separating your property from your neighbour’s property, under the Fences Act, you are responsible for 50% of the total cost of the repair, with your neighbour responsible for the other 50%. This applies even for vacant blocks. Exceptions may exist for things like property adjoining council land, i.e. if your property is next to a public park or a road.
This means that when we settle your claim, it will be based on 50% of the total accepted repair costs, with the remainder to be covered by the adjoining neighbour.
Strata and Community title properties can be very complex situations, and laws vary from state to state in regards to what is the responsibility of the Strata and what is your responsibility as a unit owner.
In most cases, if you are claiming for a fixed item in your strata unit, such as flooring, kitchens, air conditioning, wall or ceiling damage, bathrooms etc… we would require you to provide written confirmation from your Strata Corporation confirming whether they cover this damage, and if not, explaining why. We will then be able to discuss how we can best assist you in your situation.
For any claim for rent default or departure without notice, we will need you to have issued all the relevant notices required under your lease agreement, or through your state/territory tenancies act.
We will also need to see copies of the lease agreement you have with the tenant, along with rental ledgers to show the rental payment history.
As coverage can be different on each policy depending on the options selected, we are happy to discuss the cover available to you on 13 10 13.