Property and liability claims

The things you need to know before you make a claim

Check your claim is eligible
It’s always a good idea to first check that your policy covers your claim. The quickest and easiest way to do this is via FWD Moments, our customer app. Or feel free to give us a call on 3123 3123.

Send us your claim within 30 days
Please submit your claim within 30 days of the event you’re claiming for.

Points to note

• Please do not dispose of any damaged item(s) before we’ve had a chance to look at your claim and advise you what to do. We may need it as part of the claim process.
• It’s important that you do not enter into any third-party correspondence or admit any third-party liability without first discussing with us.
• Try to record the particulars of any injured party and the nature of any loss or injury. If you have suffered injury or loss, please report the case to the police immediately, and obtain a reference number.

• Colour photos showing the extent of the damage - ideally taken at the scene of the accident
• Witness statement with contact information (if available)
• Correspondence or any demand letter from a third party (including any legal notices)

Notes: Keep anything new in its packaging before any claim is settled

Please include any letter(s) from solicitor(s) claims documents, writs of summons or letters from any third parties or Government Officials. Please do this as soon as possible so that we can help you follow the correct procedure

Thanks for completing the claims process.

As soon as we receive your claim, we'll let you know. We'll do this within five working days of receiving your claim either via by SMS, email or post (please allow for any postal delays via the mail service). If you’ve bought your plan via an agent, you’ll receive this notification from your agent, according to how they normally communicate with you.

If we need additional information from you, we will let you know – either by post or via your agent if applicable.