How to make a Claim

1. Prepare your claim

Where possible, take all reasonable steps to prevent further loss from occurring.

Check your certificate of insurance or speak to your broker to check what and how much you’re covered for.

Lodge your claim as soon as possible after suffering a loss.

2. Submit your claim

Lodge your claim online 24/7 and get instant confirmation. Our claims specialist will contact you via email to advise next steps and if any further information is required to assess your claim.

Alternatively, you can call us on 03 8660 7066.

3. We’ll assess your claim

We want to process your claim as quickly as possible. Once we have a completed claim form and all necessary supporting information, your claim will be processed within ten (10) business days.

For building claims, we may arrange for an inspection to assess the damage. Then the Loss Adjuster/Builder will recommend the rebuild, replacement or repair needed to fix the damage.

All claims are different, but regular progress updates will be provided to you.

Alternatively, feel free to contact us if you have any questions or for more information regarding our process for claims handling, click here.

4. Settling your claim

If we’ve agreed to pay your claim, we’ll contact you to let you know how we’re going to settle.

In some cases, we may offer you a cash settlement instead of repairing or rebuilding your property.

For more information on cash settlements, please click here.

Confirmation of a Claim Settlement Amount

Retail claims only

Axis operates as a wholesaler of general insurance products, assisting and supporting Insurance Brokers to lodge their claims and providing updates about a claim’s progress. These updates may include information about a claims decision, paying a policy excess and settlement.

If you have an Axis Residential Strata claim that has been finalised, all claim payment beneficiaries will receive an email confirmation of the claim payment.

How can I request a Confirmation of Claim Transaction?

If your insurance broker has lodged a claim with us for a Residential Strata policy, your insurance broker can request a confirmation of claim transaction for your insurance claim, and we can assist after the claim is finalised. It will confirm basic information about the finalised claim.

To request a copy of the Confirmation of Claim Transaction, please complete the Confirmation of Claim Transaction request form.

How to make a Claim