Step 01
Start lodging your claim online
Step 02
Upload supporting documents and submit claim
Step 03
Lodge claim & receive an instant claim number
Frequently Asked
Questions
What happens after lodging a claim with Pip?
Your claim will be allocated to a specialised claims consultant who will:
- Review your lodgement, together with the information, photos & documents you have uploaded
- Send you an email within 2 Business days to introduce themselves and explain the claims process. They may also ask you for any further information or documentation they need to support your claim
- Provide you with an email update at least every 20 Business days, explaining how the claim is progressing and what actions are being taken
- Assess your claim against the terms, conditions & exclusions of the policy, and deliver a claim decision within 10 business days of all necessary information being provided
How long does the claims process take?
Our specialised team aims to resolve your claim within the minimum amount of time possible, and under normal circumstances, a claim will take between 5 days and 4 months to resolve. There are some instances where we are unable to meet this timeframe, but we will always advise you of this and provide an alternative timeframe.
These instances include:
- Where the claim is complex, and/or when the services of Assessors or Experts are required
- Where works have been authorized and are in the process of being completed
- When there is a Catastrophe event (These claims may take up to 12 months due to remoteness, scarcity of resources and/or unavailability of trades)
Why do I need to supply photos, documents, quotes or invoices for the claim?
- These items help to give us information about what you are claiming for, how severe the damage/loss is, and how much the claim is worth
- By providing this information we can review your claim quicker and advise you of the next steps as soon as possible
- If you are unable to provide this information, please let us know so we can work with you to find a solution
Will an Assessor be appointed?
Not all claims will need to have an assessor appointed and in most cases your claim can be finalised based off the information you provide to our office. To determine if an Assessor is needed, we consider:
- How severe the damage is;
- If the claim is arising from a Catastrophe event;
- Whether the Assessor could assist to speed up the claims process;
- If the cause of the loss/damage is unclear from the documents you have provided, and we need to investigate further.
If we determine that an Independent assessment is required, we will then appoint a Loss Assessor, Loss Adjuster, Investigator, or Insurance Builder as soon as possible, and will notify you by email on the day we appoint them.
How do I contact Pip about an existing claim?
- Your dedicated claim consultant will provide you an email update on the progress of your claim at least every 20 business days
- If you need to talk through any details or have any questions in the meantime, you can call our office & ask to speak directly with your claim’s consultant
- If you have sent an email to your claim consultant, we will respond within a maximum of 10 business days
What if I don’t agree with the claim decision or settlement amount?
We take care to make the right decision on your claim from the outset, and to pay the full amount of your legal entitlements under your contract of insurance with us. If you do not agree with the claim decision, or settlement amount, please feel free to respond to us and explain the reasons why:
- We will review your claim within 10 Business days, with consideration given to any further evidence you may be able to submit.
- We will either agree to an alternative settlement, if you are able to provide further evidence, or clearly explain the reasons for our decision.
- We will provide you with our dispute resolution procedures where you are able to further escalate the matter and voice your disputes and/or complaints.
What if I am unhappy with the level of service?
We pride ourselves on our excellent levels of service with our specialized team here to support you as much as possible. We do understand that misunderstandings may occur from time to time, and that we may not always meet your expectations. If this happens:
- Please feel free to speak to us and voice your concerns. We appreciate any feedback that we may be able to build our service upon.
- If your concern is not addressed to your satisfaction, we may involve a team leader, or the department manager, to help resolve the situation.
- We will always provide you with our dispute resolution procedures, where you are able to further escalate the matter and voice any unresolved disputes and/or complaints.
How do I file a claim on my Holiday Home & Short Stay Property Insurance policy?
Lodge a claim online with our claim form. Once the form is submitted, you may be required to provide additional documents via email at claims@pipinsurance.com.au. Feel free to give us a call at 1300 307 072 if you need any support with lodging your claim.
Can you give me some examples of claim types?
Tenant damage
Whether accidental or intentional, damage caused by tenants can be costly. Our Tenant Damage coverage helps you repair or replace damaged property elements, such as walls, floors, fixtures or appliances. We’ll help get your property back to its original condition to minimise downtime and preserve its value.
Escape of liquid
Leaks from burst pipes or faulty appliances can cause extensive water damage. We cover repairs for resultant damage from water that may have caused damage to walls, floors, ceilings and furnishings.
Electric motor burnout
Electric motors in essential appliances, such as air conditioners, refrigerators or pool pumps, can fail unexpectedly. If you’re wondering how to claim insurance for these types of issues, this claim covers repairs or replacements for burnt-out motors so your property continues to operate smoothly without costly delays.
Storm or rainwater damage
Storms can cause significant damage to homes, from leaking roofs to fallen trees. Our Storm Damage coverage helps repair or replace damaged roofing, exterior structures, and property affected by rain, hail and strong winds. We aim to get your property back to its best after severe weather events.
Tenant Default
If your tenant defaults on rent or vacates the property early, our tenant default coverage helps protect your rental income. With our tenant default, you’re covered in situations where tenants stop paying due to financial issues, abandon the property or are evicted. This helps you stay financially secure while addressing any tenant-related disruptions.