Insurance Claims
When something goes wrong, a clear record and prompt notification can help your broker and insurer understand what happened. BAU Risk can assist with the claims process for the policies we arrange. The insurer assesses whether the circumstances meet the policy requirements and decides the claim. You do not need to know every detail before asking us what to do next.
Start with people and immediate safety
If someone is in immediate danger, call 000. Follow emergency services’ directions and do not enter an unsafe building or put yourself at risk to collect photographs. Take reasonable steps to prevent further damage where it is safe to do so, and keep a record of urgent actions and related costs. Check with your insurer or broker before authorising repairs beyond urgent protective work.
Tell your broker what has happened
Contact your usual BAU representative or email patrick@baurisk.au. Include your business name, a contact person, policy or client reference if available, and a short account of the event. State when it occurred, when you first became aware of it, and whether anyone has made a demand against you. Flag any response date, legal document or urgent insurer notification requirement.
A callback enquiry is a request to speak with us; it is not confirmation that the insurer has received a claim notification. For urgent matters, also use the claim contact details supplied with your policy. Keep a copy of your notification and ask for confirmation of receipt. If you cannot find the policy information, tell us which business and premises are affected so we can help identify the relevant documents.
Prepare a useful claim file
- Your policy schedule and the names of the insured businesses or people involved.
- A dated incident timeline, location details and an explanation of how the loss was discovered.
- Photographs, video, witness details and any police, fire or incident reference, where available and safe to obtain.
- Invoices, asset records, receipts and estimates that help show what was lost, damaged or spent.
- Relevant contracts, customer correspondence and any letter of demand, without editing the original records.
- A record of temporary arrangements, cancelled work and additional expenses if your business has been disrupted.
Keep original files and a copy of everything you send. Tell us if information is an estimate or is still being checked. Ask for an appropriate way to share medical details, identification or other sensitive material; an initial website enquiry should contain only the information needed to contact you and identify the issue.
Check the policy requirements
Review the policy wording, schedule and endorsements together. Different sections can have different excesses, limits, exclusions and notification conditions. An incident or potential claim can matter before a formal demand arrives, particularly under a claims-made policy. Let your broker know about relevant circumstances promptly, including when renewal is approaching.
Avoid admitting liability, agreeing to a settlement or giving a release without first checking the policy and obtaining the required advice or insurer consent. Keep communications factual. A customer complaint, damaged premises and lost income may involve different cover sections; discuss the circumstances rather than assuming that one policy heading answers every question. Our public liability, professional indemnity and business interruption guides explain the general distinctions.
Follow the claim through
Ask which documents are needed, who is assessing the claim and how updates will be provided. Keep the claim reference with your records and send further information as it becomes available. If something is unclear, ask for an explanation of the policy provision or calculation involved. For an overview of consumer claim decisions and common difficulties, ASIC’s Moneysmart insurance claim guide is a useful starting point; commercial policy requirements still need to be checked separately.
If you are unhappy with our service, start with your BAU representative. Our website terms explain the complaints pathway, and our financial services information sets out the relevant disclosure information.
Let’s talk it through.
Leave your contact details and a short description of what you need. Please keep sensitive personal information and payment details out of the enquiry.
Important information
This page contains general information and does not take into account your objectives, financial situation or needs. Insurance is subject to insurer acceptance and the policy’s terms, conditions, exclusions and limits. An enquiry does not arrange, renew or change cover. Read our financial services information and the relevant policy documents before deciding.