Claims

Claims Service

At Spinifex Insurance, we understand that making a claim is often a stressful experience, typically occurring during a challenging time. We view this moment as a crucial part of our relationship with you and are committed to supporting you every step of the way. Here’s how we aim to make the process as smooth and straightforward as possible:

  • Claim Lodgement and Communication: We assist you in lodging claims and keep you informed throughout the entire process.
  • Loss Assessor Appointment: When necessary, we arrange for a loss assessor to evaluate your claim.
  • Advocacy and Negotiation: We advocate and negotiate with insurers on your behalf to ensure you receive your full entitlements.
  • Expert Consultants: We arrange for access to legal and accounting services if needed.
  • Risk Management Services: We provide access to risk management services to help prevent or mitigate financial loss.

Your peace of mind is our priority, and we are here to ensure that your claim experience is handled with the utmost care and efficiency.

Spinifex Claims Management Philosophy

At Spinifex Insurance, our approach to claims management is grounded in a commitment to fairness and support. Here’s how we ensure you receive the best possible service:

  • Fairness: We act in the best interests of our clients, ensuring that every claim is handled with integrity and impartiality.
  • Comprehensive Support: From the initial lodgement to the finalisation of your claim, we provide assistance every step of the way.
  • Clarity: We help you navigate and understand complex policy interpretations, ensuring you’re well-informed throughout the process.
  • Risk Management: By implementing effective risk management strategies, we work to reduce both the cost and frequency of claims.
  • 24-Hour Emergency Assistance: We offer emergency claims support around the clock to address urgent needs whenever they arise.

Your trust is vital to us, and we strive to make the claims process as clear and efficient as possible.

Emergency Claims

Spinifex is with you every step of the way. Call our Insurance Advisernet 24/7 Emergency Claims Response Line on 1300 831 094.

Notifying Spinifex of a Claim

There is no time like the present. The sooner you report a claim to Spinifex Insurance, the sooner we can begin working towards a suitable resolution and settlement. Prompt reporting helps us address your claim efficiently and effectively.
Email: claims@spinifexinsurance.com.au
Phone: (08) 6253 6222

Claims Procedures

Industrial Special Risks / Commercial Package (Property and Business Interruption)

In the Event of Loss or Damage:

  1. Mitigate the Loss: Take all necessary precautions to prevent further damage.
  2. Emergency Services: Contact the police or other emergency services as needed. Report theft or malicious damage to the nearest police station and note the details of the attending officer.
  3. Gather Details: If the loss may exceed the policy deductible, collect information on:
    • The incident
    • The amount of loss
    • Any witnesses
  4. Contact Spinifex Insurance: Reach out immediately for instructions on handling the claim.
  5. Complete Documentation: Fill out the claim form and provide all relevant documents as soon as possible while details are still fresh.

Public and Products Liability

In the Event of an Incident:

  1. Avoid Admitting Liability: Do not admit liability verbally or in writing.
  2. Protect Property and People: Take reasonable steps to prevent further injury or damage.
  3. Gather Details: Collect information on:
    • The incident
    • The third party involved
    • Any witnesses
  4. Contact Spinifex Insurance: Notify us immediately for further instructions.
  5. Statements and Correspondence: Do not make statements to loss adjusters or others unless they are acting on behalf of your insurer or Spinifex Insurance. Only acknowledge receipt of claims from third parties and inform them that the claim has been forwarded to your insurer.
  6. Forward Documents: Send all letters of demand, writs, or summons to Spinifex Insurance as soon as you receive them.

Motor Vehicle (Damage to Insured’s Vehicle)

At the Scene of the Accident:

  1. Report and Safety: Notify us immediately. If the vehicle is not drivable, arrange for it to be taken to a preferred repairer or place of safety.
  2. Accident Report Form: Complete and return the Accident Report Form.
  3. Authorisation for Repairs: Do not authorise any repairs without the insurer’s permission.

Driver’s Procedure:

  1. Police Requirements: Follow police reporting requirements.
  2. Collect Information: If another vehicle is involved, obtain:
    • Owner’s name, address, and phone number
    • Driver’s name and address
    • Vehicle make, type, and registration number
    • Witness names and addresses
  3. Record Details: Note the date, time, and location of the accident.
  4. Policy Excess: Typically, the policy excess is paid to the repairer upon collection of the vehicle.

Professional Indemnity and Directors’ and Officers’ Liability

Claims Made Basis:

  1. Immediate Notification: Notify Spinifex Insurance immediately of:
    • Any claim against you
    • Circumstances that may lead to a claim
  2. Policy Expiry: To ensure coverage, report any potential claims before the policy expires.
  3. Notification Process: Contact Spinifex Insurance personnel who will:
    • Advise on the next steps
    • Notify insurers on your behalf

By following these procedures, you can help ensure a smooth and efficient claims process. If you have any questions or need assistance, don’t hesitate to reach out to us.

All Other Claims

Please contact Spinifex Insurance for further instruction
Email: claims@spinifexinsurance.com.au
Phone: (08) 6253 6222

Mitigate Financial Impact

When a loss occurs, it is crucial to take all reasonable measures to minimise the extent of the damage. As the Insured, you are responsible for mitigating the financial impact, as insurers will not cover consequential losses that could have been avoided through reasonable actions on your part.
Here are some steps you should consider:

  • Make Safe or Temporary Repairs: Implement temporary repairs to prevent further damage.
  • Expedite Repairs: Act quickly to ensure that repairs are carried out promptly.
  • Staff Costs: If necessary, cover the costs of staff to assist with clean-up and damage control.

If you need advice or assistance in managing the situation, please contact our Claims Manager for support.

Documenting the Loss

Accurate and thorough documentation is essential for assessing any claim. Proper record-keeping before, during, and after a loss ensures a timely and accurate evaluation. Here’s what you should document:

General Documentation:

  • Invoices / Purchase Orders / Repair Quotations: Keep records of all financial transactions related to the loss.
  • Time and Material Contracts: Document expenditures related to repairs and cleanup.
  • Inventory Records: Include quantities and pricing (both purchase and sales costs) of affected items.
  • Contracts and Leases: Provide complete copies of relevant agreements.
  • Photographs of Damage: Take clear pictures of the damage for visual evidence.
  • Contractor Details: Record information about any contractors involved in the repair or cleanup process.
  • Police and Emergency Services Details: Keep records of any reports or communications with these services.
  • Communications from Third Parties: Document any letters or communications from other parties involved.

Business Interruption Documentation:

  • If your claim involves business interruption, include the following:
  • Historical Business Performance: Provide records of past business performance.
  • Actual Performance During Indemnity Period: Document the business’s actual performance during the period of indemnity.
  • Sales/Production Records and Forecasts: Supply records and forecasts for sales or production during the indemnity period.
  • Additional Expenses: Detail any extra costs incurred to reduce the indemnity period or minimise loss of production/sales.
  • Financial Statements: Include profit and loss statements and balance sheets.
  • Inventory Records: Document inventory quantities and values.
  • Scheduled Maintenance: Record any scheduled maintenance performed during the indemnity period.
  • Production Records: Provide production records if applicable.

For any assistance or clarification regarding the documentation process, please contact our Claims Manager. Proper documentation will help ensure that your claim is handled efficiently and accurately.