Support

You can make a claim by filling up this online form here.

Just answer a few simple questions and submit your claims form in minutes.

Our insurance partner's award winning claims team are available to offer 24/7 support in the event of an emergency. You can call them at any time on 1300 305 834.

This claims team is supported by external partners to offer legal assistance, loss adjusting and other experts. All are valuable partners that will help you manage and recover from any claim.

If you have copies of any legal document or other communication you've received about the claim, it's important you attach this to your claim form. If there has been an accident or injury, photographs of the accident or injury including any observable damage will also be helpful.

If you've incurred any costs, or have a preferred lawyer you wish to appoint, include the details of these costs or any table of fees. It's important you don't incur costs, admit liability, settle a claim, or appoint lawyers without the consent of the insurance partner.

Providing this information as soon as possible, will mean that the claims team can respond as quickly as possible.

You'll be contacted by an award winning claims team member within two business days of submitting your claim form online to us.

You will have one person who will be your key contact to help you handle your claim. They should be in a position to confirm if there is cover under the policy within 10 business days of receiving all the necessary information.

The claims team will appoint lawyers or loss adjusters on your behalf, and help you in managing and responding to the claim generally. This includes helping with the defence strategy and  settlement and recovery from any third parties. If there are any third parties involved, and may be liable for the loss or damage, it's important that you do not agree to release those parties from any liability. We understand that handling and responding to a claim can be stressful, and are here to help you in navigating and recovering as quickly as possible.

If your claim has been approved, and the claims team have appointed lawyers to represent and defend the claim on your behalf, they will pay the lawyer's fees directly. This includes payment of any settlement amount that might be part of the claim. This means that you should not be out of pocket except for any excess that may be payable under the policy.

It's important you do not appoint lawyers, incur costs or settle any claim without the consent of the insurance partner. Notifying the insurance partner as early as possible, and allowing them to appoint lawyers from their approved panel of experts (at specially agreed rates) will minimise the cost of your claim overall, and reduce the risk of any further out of pocket expenses that might not be covered by the policy.

Making a claim under your policy may or may not impact the premium you pay in the future. This depends if you are notifying of a circumstance, or an event that might lead to a claim in the future, or if the claim is below the excess or not covered by the policy.

Typically, if you have made a successful claim under the policy and incurred significant costs then the premium you pay may increase for the next policy period. Premiums may take into account claims that have occurred over the past 5 years. This should not be a reason to not make a claim under the policy however - as defending a claim can cost much more than your insurance premium!

Our insurance partner, ProRisk and underwriters, proudly support the General Insurance Code of Practice (‘the Code’). The purpose of the Code is to raise standards of practice and service in the general insurance industry. A copy of the Code can be obtained from the website www.codeofpractice.com.au

The policy issued to you, and its General Terms and Conditions, are compliant with the General Insurance Code of Practice.

If you are suffering from financial hardship, you can contact us directly to obtain support. You can contact us on support@upcover.com, and our insurance partner, ProRisk, will review any Financial Hardship application in accordance with the General Insurance Code of Practice and any applicable guidelines.

upcover, and our insurance partner, ProRisk, value our customers and their opinions. If you are unhappy with any of our insurance partner's products or services, we want you to tell us so that we have the opportunity to address your concerns. If you have a complaint, the first thing to do is raise any issues that you may have with the member of our team  and attempt to resolve any issues with them directly. The members of our team are trained to handle complaints efficiently and fairly. If you are unable to resolve your complaint with your contact person, you may escalate your complaint to us directly on complaints@upcover.com.

Our insurance partner, ProRisk, are proud supporters of the General Insurance Industry Code of Practice (“the Code”). A copy of the Code can be viewed at www.codeofpractice.com.au or by visiting our website.

All complaints and disputes in relation to any of our products or services will be handled in accordance with the Code.

There are three stages to any complaints process including:
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Stage 1 - Internal Dispute Resolution with our insurance partner, ProRisk,
Stage 2 - Seeking a review with the Underwriter, Swiss Re,
Stage 3 - Seeking an external review with the Australian Financial Complaints Authority (AFCA).

For more information please refer to our insurance partner's Complaints Handling Policy here.