Claims can be lodged via our IIS claims email at: claims@is-insurance,com.au. Alternatively, you can telephone our IIS Claims Team Mobile on +61 460 881 802.

For after-hours emergencies you can contact our Senior Claims Manager on +61 420 543 316.

When lodging a claim, you are required to provide the following:

• A completed claim form.
• Documents in support of your claim i.e. Service Provider reports, quotes, photographs of the damage etc. 
• Refer to our “Making a Claim” Fact sheet located on our website for full details.

Once we have received all the requested information, we will make our initial assessment of your claim. In considering all the information received we will determine if your claim will be accepted or if we require further information before we can consider your claim; we will engage one of our trade service providers (depending on the type of claim). In situations where a large loss is reported or the claim is considered complex or unusual, we may engage the services of a loss adjuster to assist in our assessment.

Once we have assessed your claim, we will determine whether your claim can be accepted based on the terms and conditions of your IIS insurance policy. If cover is afforded under the IIS policy, we will work towards finalising your claim, be it appointing an appropriate trade to carry out any remedial/rectification works, or to cash settle the claim when necessary. 

If your claim does not meet the conditions under your IIS policy, we will provide you with a denial letter detailing the reasons for why your claim has not been accepted. All claim denials are reviewed by our Underwriters before a formal denial letter is sent. 

We are happy to reconsider our decision if you have supporting evidence to the contrary, however, if you have no supporting evidence or disagree with our decision, we advise that you can have your claim reviewed through our Complaints and Disputes process by e-mailing complaints@is-insurance.com.au

If a rectification/remedial builder or any other tradesman is engaged by IIS to carry out the rectification works, they will submit their final invoice for payment to IIS once approved insurance work has been completed. Prior to the submission of their invoice, the builder will collect the policy excess from you and invoice us for the balance of the approved insurance work. A signed “Customer Satisfaction” statement signed by you is required to be submitted by the builder before we will pay the tax invoice to the builder.

In cases where we cash settle, once we have confirmation of the repair costs, we will arrange a settlement payment (less policy excess) within 5-10 business days upon receipt of a signed Deed of Release.