Claims
Make a claim
Tell us what happened and we'll lodge it with your insurer and stay with you through it
If it's urgent
- If anyone is hurt or in danger, call 000
- Make the site safe and stop further damage, for example tarp a roof or turn off the water. Keep receipts for any emergency work
- For theft, a break-in or malicious damage, report it to police on 131 444 and note the report number
- Outside business hours, call your insurer's 24 hour claims line shown on your policy schedule, then let us know the next business day
- After a motor accident, swap details with the other driver and don't admit fault
Before you lodge
- Take photos or video before you clean up or start repairs
- Keep damaged items until the insurer says you can get rid of them
- Don't admit liability, offer payment or agree to settle with anyone
- Hold off on repairs that aren't urgent until the insurer agrees to them
- Keep any invoices, quotes, police report numbers and the other party's details, as your insurer will ask for them
Start your claim
Send us a few details and we'll be in touch to start the claims process. If you don't know your policy number, or you're not sure which policy covers it, leave it blank and we'll work it out
03 8353 8247We collect this information to lodge and manage your claim, and share it with your insurer and anyone it appoints to assess the claim. If you give us details about other people, please make sure they know. Privacy policy
What happens next
- 01 We get in touch to talk through what happened and find the right policy
- 02 We help you complete your insurer's claim form and gather what it needs
- 03 We lodge the claim with your insurer and send you the claim number
- 04 The insurer may appoint an assessor or loss adjuster, then decides whether the claim is covered and how it's settled. Any excess on your policy applies
- 05 We keep you updated, follow up with the insurer and help if you disagree with a decision
How long a claim takes depends on the claim and the insurer. Insurers that follow the General Insurance Code of Practice have to keep you informed and make decisions within set timeframes
How we help
We explain what your policy covers, prepare and lodge the claim, deal with the insurer and its assessors, and push for a fair outcome
Dalal does not decide claims. Your insurer assesses and decides every claim under the terms of your policy
Questions about claims
Do I have to pay an excess?
Usually, yes. The excess is set out in your policy schedule and is taken off the settlement or paid to the insurer. We'll tell you what applies to your claim
Can I lodge if I'm not sure I'm covered?
Yes, and tell us early, because late notice can affect a claim. We'll check your policy and tell you where you stand
Should I get quotes for repairs?
Quotes help, but don't go ahead with repairs that aren't urgent until the insurer agrees. Some insurers prefer to use their own repairers
Can someone else lodge for my business?
Yes, anyone the business authorises can fill in the form. We'll confirm the details with the policyholder before we lodge
What if I disagree with the insurer's decision?
Tell us. We'll explain the decision, ask the insurer to review it and help you through its complaints process. If it still isn't resolved, you can go to the Australian Financial Complaints Authority (AFCA)
Not happy with our service?
Tell us so we can put it right. If we can't, there are independent bodies you can go to
How to make a complaint