We’ve got you covered.



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.

Claims FAQs

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.

  1. Call 1300 Expins (397 467) (8:30am – 5:00pm)

  2. Submit online 24/7 using our claims form or

  3. Email claims@expertins.com.au

  4. 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

  • Insured address

  • 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 ‘accidental damage’ which may be covered.

What if something goes wrong with my claim?

  1. Let us know.
    Sometimes things don’t go as planned and you might be unhappy with the outcome. In the first instance, please tell us what’s wrong (either call or write to us) so we can tackle any issue quickly and fairly. If we can’t resolve your complaint to your satisfaction, we will let you know why and discuss with you a reasonable alternative, including a timeframe for resolving this.

  2. Review by our Internal Dispute Resolution Team.
    If you are still unsatisfied, you can escalate your complaint to a formal dispute (idr@expertins.com.au) and it will be passed to the appropriate manager/s to deal with.

  3. Review by an external party
    You may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA will advise if they can help.


Fast and focused

One call is all it takes – 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.

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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 claims@expertins.com.au 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.

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Give us a call today.

1300 Expins (397 467)


Insurance Investment Solutions Pty Ltd trading as Expert Strata Insurance
ABN 96 604 594 345 AFSL 487 177

Level 8,
500 Queen Street,
Brisbane, QLD 4000

PO Box 10685
Brisbane Adelaide Street,
Brisbane, QLD 4000

Telephone. 1300 Expins (397 467)
Email. admin@expertins.com.au
Claims. claims@expertins.com.au
Quotes. quotes@expertins.com.au