Making an insurance claim is never easy. It usually follows an event that’s already disruptive, distressing and costly.
On top of dealing with the immediate impact, you’re also faced with navigating a claims process that most of us – thankfully – don’t go through very often. Understanding who is involved and what each party does can make the experience less overwhelming and give you the confidence that your claim is being handled the right way.
Your broker: The advocate on your side
Your broker is your point of contact when something goes wrong. At Whitbread, we do more than just lodge the paperwork. We act as your advocate, guiding you through every step, liaising with the insurer and ensuring your claim is presented in the strongest way possible. Our claims team will also advise you on how best to document losses and take immediate steps to protect your position. Strong relationships with insurers mean we can often resolve issues faster and with better outcomes for our clients.
The insurer: Reviewing cover and compensation
Once we notify the insurer, they step in to assess your claim. Their role is to determine whether the event is covered under your policy and, if so, the level of compensation. This involves reviewing the details of your claim, assessing documentation and – in many cases – arranging for a claims assessor to inspect the damage. Our role is to make sure this process stays fair, transparent and timely.
Independent support: When a loss assessor is needed
In more complex cases, a loss assessor may be engaged to provide an independent evaluation of your claim. Unlike the insurer’s assessor, a loss assessor works on your behalf. They can be invaluable in major or technical claims, helping you secure a fair settlement. Whitbread can recommend and coordinate these experts where needed, ensuring your interests are always front and centre.
Restoration: Builders and contractors
When damage to property is involved, trusted builders or contractors are brought in to carry out the repairs or restoration. Working with reputable professionals is essential to ensuring quality and timeliness. Whitbread helps coordinate this process so your business or property can return to its pre-loss condition as smoothly as possible.
Specialist expertise: Called in when required
Not all claims are straightforward; some require specialist input. For example, assessing structural damage to a strata building after a major storm or evaluating contamination risks in a commercial property. Engaging the right experts ensures complex issues are properly assessed and addressed. Whitbread draws on a trusted network of specialists so your claim benefits from the right expertise at the right time.
Why Whitbread makes the difference
Insurance claims are rarely just about forms and processes. They are about protecting livelihoods, property and peace of mind at a time when you need it most. Understanding the roles involved can reduce the stress, while Whitbread ensures your claim is being managed with care and expertise – it’s all about making sure you feel supported, informed and empowered from start to finish.
If you’re facing a claim – or simply want the confidence that your current cover will respond as expected – please contact your Whitbread insurance broker or visit our claims page for further information.
T: 1300 424 627
E: info@whitbread.com.au
Important notice
This article provides information rather than financial product or other advice. The content of this article, including any information contained in it, has been prepared without taking into account your objectives, financial situation or needs. You should consider the appropriateness of the information, taking these matters into account, before you act on any information. In particular, you should review the product disclosure statement for any product that the information relates to it before acquiring the product.
Information is current as at the date the article is written as specified within it but is subject to change. Whitbread Insurance Brokers make no representation as to the accuracy or completeness of the information. Various third parties have contributed to the production of this content. All information is subject to copyright and may not be reproduced without the prior written consent of Whitbread Insurance Broker.
This article is not intended to be personal advice and you should not rely on it as a substitute for any form of personal advice. Please contact Whitbread Associates Pty Ltd ABN 69 005 490 228, License Number 229092 trading as Whitbread Insurance Brokers for further information or refer to our website.
