Claims Overview
Make a claim any time
Contact your nearest KeyInsure branch by phone or email and we'll work with you to move the claim along. Providing complete details from the start speeds things up.
Two ways to lodge a claim
Existing clients
Lodge it in the KeyInsure Portal
Log in, pick the policy, and lodge the claim against it. You can upload photos and documents there and follow the claim's progress.
No portal login
Use the claim form on this page
Tell us what happened and how to reach you. It goes straight to our claims team, and you'll get a reference number on screen.
Before you do anything else
- Don't authorise repairs yourself — Keep any damaged items for the insurer to inspect.
- Don't admit liability — even if you think you were at fault.
- Report the incident within 24 hours — By phone or email.
For ease of lodgement
Gather what you can before you contact us — here's the minimum that gets you started, plus what helps move things faster.
Information to have ready
- Policy number and insured's name
- Loss date
- Loss time
- Loss description (cause and extent of damage)
- Situation of loss
- GST details
Helpful supporting material
- Contact details of everyone involved (name, address, registration, phone, insurance)
- Letters, notices or court documents
- Incident number for theft, attempted theft, vandalism or malicious damage
- Photos of the damage
- Proof of purchase for each item claimed
Lodge a claim online
Give us the basics now — the rest can follow. We manage the claim with the insurer on your behalf.
What happens after you lodge
We manage the claim with the insurer from start to finish. This is the usual path.
We acknowledge your claim
You get a reference number straight away, and our claims team contacts you within one business day to confirm the details.
We gather what the insurer needs
Photos, quotes, invoices, reports — and the insurer’s own claim form if one is required. We tell you exactly what to send.
We lodge it with the insurer
We submit the claim and deal with the insurer on your behalf, so you are not chasing them yourself.
Assessment
The insurer may appoint an assessor or a repairer. We keep the claim moving and keep you informed.
Outcome and settlement
Repair, replacement or a cash settlement, less any excess. If a decision goes against you, we explain why and can dispute it on your behalf.
Common questions
Do I have to pay an excess?
Most policies carry an excess, which is generally deducted from the settlement or paid to the repairer. Your policy schedule shows the amount, and some policies waive it in certain circumstances.
Will making a claim affect my premium?
It can. It depends on the type of claim, whether you were at fault, and how the insurer rates it. For smaller losses it is worth talking to us first, so you can weigh the payout against any change at renewal.
Should I get quotes before I lodge?
Lodge first. Some insurers want to appoint their own assessor or repairer, and getting repairs done before they have seen the damage can complicate the claim. Emergency make-safe repairs are usually fine — keep the receipts.
What if the insurer declines the claim?
We review the decision against the policy wording and, where there are grounds, dispute it with the insurer. If that does not resolve it, you can take the matter to the Australian Financial Complaints Authority, and we can help you do that.
Can I lodge a claim on behalf of my business or a family member?
Yes, if you are authorised to act for the insured. Tell us who the policy is in the name of and your relationship to them.
Ready when you are
General advice only. Consider the relevant PDS & TMD before acquiring any product.