We know how essential a professional, seamless and transparent claims experience is to you. Our dedicated and specialised strata claims team work closely alongside a panel of experienced and market leading strata service providers to ensure your Claim is managed to the highest standards, all while providing ongoing claims support to you throughout the process.
Where do I start?
Make your claim as soon as possible after the incident and take every reasonable step to avoid any further loss or damage. Emergency repairs can quickly and easily be arranged through our panel of specialist, strata repairers.
Call 1300 Expins (397 467) (8:30am – 5:00pm)
Submit online 24/7 using our claims form or
Consult with your strata manager
To help speed things along, please have:
Your policy number
Name of Insured, e.g. OC, SP, BC UP number
Details of the incident – date, anyone involved, incident report, photos
Who can lodge a claim?
The Owners Corporation, Committee member, lot owner (or strata manager on behalf of the OC).
What are the most frequently asked questions?
As basic as it sounds, the most common question is ‘who is the policy holder?’ i.e. the insured is the Owners Corporation and not the individual lot owner – a common misconception.
Close behind this is the distinction between:
what is common property and Lot Owner’s personal property; and
‘wear and tear/maintenance’ (not a claim) and ‘loss, damage or destruction’ which may be covered.
What if something goes wrong with my claim?
If you are dissatisfied with any aspect of your relationship with us including our products or services and wish to make a complaint, please contact us at:
The Complaints Officer
Expert Strata Insurance
P.O. Box 10685 Adelaide Street
Brisbane QLD 4000
Telephone: 1300 397 467
The members of our complaint handling team are trained to handle complaints fairly and efficiently.
Customer satisfaction is important to us and feedback is key to our understanding of our client’s needs and wishes. We welcome your feedback - both complaints and compliments on any of our products, policies, underwriting or claims service, your privacy or an issue related to the conduct of one of our employees or service providers such as investigators, loss adjusters, assessors, surveyors, collection agents or recovery specialists.
Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint. We will investigate your complaint and keep you informed of the progress of our investigation. We will respond to your complaint in writing within fifteen (15) business days provided we have all necessary information and have completed any investigation required. In cases where further information or investigation is required, we will work with you to agree reasonable alternative time frames and, if We cannot agree, you may request that your complaint is taken to Stage 2 and referred to Our internal dispute resolution team. We will otherwise keep you informed about the progress of our response at least every ten (10) business days, unless you agree otherwise. We may refer some matters to Chubb and where we do so they will respond to your dispute.
If you advise us that you wish to take your complaint to Stage 2, your complaint will be reviewed by members of our internal dispute resolution team, who are independent to our complaint handling team and are committed to reviewing disputes objectively, fairly and efficiently. You may contact our internal dispute resolution team by phone, fax or post (as below), or email at:
Internal Dispute Resolution Service
Chubb Insurance Australia Limited
GPO Box 4065
Sydney NSW 2001
Telephone: +61 2 9335 3200
Fax: +61 2 9335 3411
Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your dispute. We will keep you informed of the progress of our review of your dispute at least every ten (10) business days and will respond to your dispute in writing within fifteen (15) business days, provided we have all necessary information and have completed any investigation required. In cases where further information or investigation is required, we will work with you to agree reasonable alternative time frames. If we cannot agree, you may refer your dispute to the Australian Financial Complaints Authority (AFCA) as detailed under Stage 3 below, subject to its Rules. If your complaint or dispute falls outside the AFCA Rules, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.
AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission. We are a member of this scheme and we agree to be bound by its determinations about a dispute. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
You may contact AFCA at any time at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Telephone: 1800 931 678 (free call)
Fax: +61 3 9613 6399
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
Fast and focused
Our specialist strata claims consultants are ready to respond. They really care and work with passion to resolve your claims quickly and fairly. We are with you every step of the way.
Lodging your claim
Please call 1300 EXPINS (397 467) to lodge a claim or if you are unsure whether or not you should make a claim. We can advise you on what actions to take and recommend experienced independent repairers and contractors.
To submit your claim, please send us an email, preferably with a completed claim form, to firstname.lastname@example.org along with any relevant documentation.
Claims payment examples
The following examples are designed to illustrate how a claim payment might typically be calculated. The example payments do not cover all scenarios or all benefits and do not form part of Your Policy terms and conditions. They are a guide only.