Insurance Claims Support

Your Claims Advocate

When a claim arises, you should not have to navigate the process alone. Clear Insurance supports clients through every stage of a claim, from initial notification through to settlement, providing advice, advocacy, and representation with your insurer so your interests are protected throughout.

Claims handling is a regulated financial service in Australia. As your licensed insurance adviser, our role is to provide advice and support through the claims process and act as your advocate with the insurer. The actual assessment and settlement of claims is carried out by your insurer and their appointed representatives.

How We Support You Through a Claim

What Happens When You Make a Claim

Every claim is different, but the general process follows a consistent structure.

1. Notify us immediately. Contact your Clear Insurance adviser as soon as an incident occurs or a potential claim is identified. Early notification allows us to meet policy notification requirements and manage the process from the outset.
2. Policy review and lodgement. We review the relevant policy wording, confirm coverage, and help prepare the lodgement documentation. A well-prepared claim reduces the risk of unnecessary delays.
3. Insurer assessment. The insurer will assign an assessor or loss adjuster to review the claim. We liaise with the assessor directly, respond to information requests, and keep you informed of progress.
4. Settlement. Once the insurer has assessed the claim, we review their position, advise you on the outcome, and advocate for a fair settlement where appropriate.
5. Dispute resolution (if required). If the outcome is not satisfactory, we can escalate through IDR and, where necessary, AFCA. We advise you on the strength of any dispute and the likely timeline.

The Difference an Adviser Makes at Claim Time

Many businesses only appreciate the value of a specialist adviser when something goes wrong. Without one, you are dealing directly with insurer systems, interpreting policy conditions without specialist knowledge, and navigating dispute processes alone.

With Clear Insurance supporting you:

• Your policy is reviewed before lodgement to confirm what applies
• Documentation is prepared and submitted correctly the first time
• Insurer communications are monitored and responded to on your behalf
• Delays and unsatisfactory responses are challenged promptly
• Disputes are escalated through formal channels where appropriate
• You stay focused on running your business
• We keep you informed every step of the way

Independent Advice for Non-Clients

If your insurance is not currently arranged through Clear Insurance but you are facing a difficult or disputed claim, we offer an independent consultancy service. This is available to businesses and individuals that need specialist advice and support for a complex or stalled claim – whether that involves a large loss, a disputed liability, or an outcome you believe is unreasonable.

Contact us to discuss your situation. We will give you an honest assessment of where things stand, what options are available, and advise you of our fee for this service.

Frequently Asked Questions

Is claims support included in my adviser fee?

Yes. For clients of Clear Insurance, advice and support through the claims process is included as part of the adviser relationship for the duration of each policy. You will not be charged separately for our time in guiding you through or advocating on your behalf during a claim.

What should I do first when an incident occurs?

Contact your Clear Insurance adviser as soon as possible. Most policies have notification requirements, and early involvement allows us to manage the process properly from the start. Do not admit liability or make any commitments to third parties before speaking with us.

Can Clear Insurance help if my claim has been declined?

Yes. If your claim has been declined or you believe the settlement offered is inadequate, we can review the insurer’s reasoning, advise on your options, and guide you through the dispute process, including internal dispute resolution and referral to AFCA where appropriate.

How long does an insurance claim take to resolve?

Claim timeframes vary by type and complexity. Straightforward property claims may resolve in two to four weeks. Liability claims often take one to three months, and complex or disputed claims can take considerably longer. Under the General Insurance Code of Practice, insurers are required to make a decision on standard claims within four months. We monitor progress throughout and follow up where timeframes are not met.

Do I need to be a Clear Insurance client to get advice on a claim?

No. We offer an independent consultancy service for businesses and individuals who need specialist advice and support with a difficult or disputed claim, regardless of who arranged their insurance. Contact us to discuss your situation and we will advise you of our fee.

What is AFCA and how does it help?

The Australian Financial Complaints Authority (AFCA) is the external dispute resolution body for insurance complaints. If a dispute cannot be resolved through your insurer’s internal process, AFCA provides a free, independent service for policyholders. Clear Insurance can guide you through the AFCA process and support you in presenting your case.

What does the Steadfast network mean for my claim?

As part of the Steadfast Group, Clear Insurance has access to dedicated claims resources, technical support, and established insurer relationships. The Steadfast network gives us leverage and resources that support more effective outcomes for clients at claim time.

Can Clear Insurance support clients outside Brisbane?

Yes. Clear Insurance works with commercial clients across Australia. Our claims support service is available regardless of your location.

Last updated: 14 May 2026