Why farm insurance is not home and contents A standard home and contents policy is…
Making an Insurance Claim — What to Do First and Why the Broker Matters
Contact your broker before you contact your insurer
The most important thing to know about making an insurance claim is this: contact your broker first. Not the insurer’s claims line, not an online portal — your broker. This has a direct impact on how your claim is handled and what you receive. This page provides general information only and is not personal advice.
A broker who knows your policy, your business and your circumstances can help you understand whether the event is likely to be covered, what the policy requires you to do in the first hours and days, how to document and preserve evidence, and how to communicate with the insurer in a way that supports rather than complicates your claim.
The first 24 hours after a loss
The actions taken in the first 24 hours often have an outsized impact on the outcome. Priorities: make the property or asset safe and prevent further loss where it is safe to do so (most policies require you to mitigate further damage); do not discard damaged items until an assessor has seen them; photograph and document the damage thoroughly; gather relevant records — purchase receipts, valuations, maintenance logs; notify police promptly if the loss involves theft, vandalism or a vehicle accident.
Do not in the first 24 hours: make admissions of liability to third parties, authorise significant repairs without insurer approval, or give a recorded statement to the insurer without speaking to your broker first.
How the claims process works
Once a claim is notified, the insurer appoints an assessor or loss adjuster for larger claims. The assessor investigates the circumstances, assesses the damage, and makes recommendations to the insurer. The assessor works for the insurer — your broker works for you.
For complex claims — business interruption, liability claims, large property losses, or claims where there is any ambiguity about the cause — broker involvement is critical. The difference between a well-managed and poorly managed claim can be significant in dollar terms.
When claims become difficult
Claims become complicated when: the cause is disputed or could fall under an exclusion; the sum insured is inadequate relative to the actual loss; the assessor’s scope of damage is narrower than actual damage; the business interruption quantum is contested; or the insurer’s initial response is a denial or partial denial. In these situations, a broker who understands the policy wording and the insurer’s obligations is in a position to challenge decisions that are not properly founded.
Wideland’s claims support
Wideland’s Group Claims Lead Steffany Speranza holds a Bachelor of Laws. Her legal background means clients have a qualified advocate at the claims stage — someone who can review policy wording critically, understand the legal basis of insurer decisions, and prepare documentation that supports the strongest possible outcome.
Contact us directly before lodging with your insurer.
Claims contact: 07 4602 9002 · email hidden; JavaScript is required
All information on this page is general in nature and does not constitute personal advice. Policy terms, claims processes and outcomes vary by insurer, policy and individual circumstance. Wideland Insurance Brokers · WebInsure Pty Ltd ABN 32 054 247 666 · AR 000271148 of CBN AFSL 233750.
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