Insurance - How to make a claim

Insurance claims

The following is an extract from the PDS from CHU.

How to make a claim

Please contact CHU to make a claim. They also have an After-Hours Emergency Claims Hotline that You can contact on 1800 022 444. You should advise them as soon as possible of an incident which could lead to a claim. Having the required documentation and possibly photographs of the items will assist in having your claim assessed and settled. When you make a claim, you must:

•    provide details of the incident and when requested complete the claim form we send you;

•    allow us to inspect your Insured Property and take possession of any damaged item(s);

•    take all reasonable steps to reduce the damage or loss and prevent further loss or damage;

•    inform the police immediately following theft, vandalism, malicious damage or misappropriation of money or property; and 

•    not dispose of any damaged items without first seeking our approval; and

•    not get repairs done, except for essential temporary repairs, until we give you authority and we reserve the right to choose the repairer or supplier.


These are only some of the things that you must do if making a claim. Please refer to the Claims Conditions section which sets out claims information and what you must do if making a claim.


Claims Conditions

1. What You must do

As soon as you discover that an event likely to result in a claim has occurred, you must:

    a. take all reasonable steps to reduce the damage and to prevent any further damage;

    b. inform the police immediately following theft, vandalism, malicious damage or misappropriation of money or property.


2. What You must not do

Whatever the circumstances you must not:

    a. admit guilt or fault (except in court or to the police);

    b. offer or negotiate to pay a claim;

    c. admit or deny liability;

    d. dispose of any damaged items without first seeking our approval


3. How to make a claim

When You make a claim you must:

    a. promptly inform CHU by telephone, in writing or in person. You may have to contribute towards your claim if your notification is late and results in higher costs for us or harms our investigation opportunities;

    b. provide details of the event and when requested complete and return our claim form promptly together with all letters, documents, valuations, receipts or evidence of ownership that you have been asked to provide;

    c. provide written statements under oath if we require it;

    d. be interviewed about the circumstances of the claim, if we require this;

    e. allow us to inspect your Insured Property and take possession of any damaged item to deal with it in a reasonable way;

    f. provide us as soon as possible with every notice or communication received concerning a claim by another person or concerning any prosecution, inquest or other official inquiry

arising from the event.


4. Claim preparation costs and fees

We will pay up to $30,000 for the reasonable costs and fees you necessarily incur with our written consent in the preparation of a claim under this Policy. Claims Condition 4 - Claim preparation costs and fees does not apply to Policy 4 - Workers Compensation and Policy 9 – Government Audit

Costs, Appeal Expenses and Legal Defence Expenses.


5. Our approval needed for repairs

Except for essential temporary repairs permitted under Additional Benefit 2 of Policy 1 – Insured Property, you are not authorised to commence repairs without our approval.

6. Repairs or Replacement

We have the right to nominate the repairer or supplier to be used. Unless we otherwise advise in writing, if after we have assessed your claim, you are required to enter into a contract with a third party to replace or reinstate Damaged Insured Property that we have agreed to pay, you will enter into that agreement with the third party as our agent.


7. You must assist Us

Before we will pay anything under this Policy, You must:

    a. comply with all the requirements of this Policy; and

    b. give us all information and assistance which we reasonably require in relation to the claim and any proceedings.


8. False or misleading information

We may deny part or all of your claim if you are not truthful and frank in any statement you make in connection with a claim or if a claim is fraudulent or false in any respect. We may also report any suspected fraudulent act to the police for further investigation.


9. Salvage value

We are entitled to any salvage value on recovered items and damaged items that have been replaced.

10. Other insurance

If at the time any claim arises under this Policy there is any other insurance in force covering the same liability, in part or in full, you must promptly notify us of full details of such other insurance, including the identity of the insurer(s) and the policy number(s), and such further information as we may reasonably require. Subject to the Insurance Contracts Act 1984 (Cth), we reserve the right to seek a contribution from the other insurer(s).

As a minimum, the following information is required to process a claim: 

  • Strata Plan Number 
  • Address
  • Date of loss 
  • Cause of loss (the underlying and/or dominant cause of the loss or damage) 
  • Damage being claimed 
  • Site contact details 
  • GST status of the insured 
  • EFT bank account details for payment 
  • Photographic evidence before repairs are started on large claims 
  • Third-party details where applicable


Common Claims:

  • Water – show proof of the cause of the leak and that it has been rectified 
  • Burst pipes – advise composition and condition of pipes and cause of burst
  • Vandalism/malicious damage – provide evidence of a police report and/or police report number Impact
  • Provide third-party/vehicle details
  • Boundary fence – specify whether the fence is dividing two respective properties
  • Glass – advise dimensions of glass
  • Fire – always call Fire Brigade
  • Public Liability – refer any demands for compensation


Strata Community Insurance


Who pays the insurance excess?

Your Strata Company insurance policy usually stipulates an excess when claims are made. The Strata Company is responsible for paying this excess from strata company funds, unless there is bylaw stating otherwise.  

If an owner wishes to make a claim under the strata insurance policy, they do not need permission from the Council of Owners to proceed with submitting their claim. Once again, the Strata Company is responsible for paying the excess, unless they have a bylaw stating otherwise.

The Council of the Strata Company should be made aware of any claim made on the scheme insurance policy, as this may affect their premium and excess in the future.


Please refer to the Insurance Claim Flowchart:

Flowchart_Insurance Claims.pdf