Making a claim

Making a claim is the moment of truth for our customers and for this reason we place particular emphasis on the way we respond to insurance claims.

When you need to make a claim, our claims process is simple and clear. Importantly, due to the backing of IAG, you know you’ll have the strength and stability of Australia’s largest general insurer combined with the specialised strata knowledge of the SUU claims team.

SUU is here to provide strong claims support to the strata community to ensure owners get back on track with life as quickly as possible.

“We’ve made the claims process simple and hassle free”

  • 24/7 emergency claims support
  • Choice of communication methods including SMS confirmation and frequency to ensure you are updated throughout the life of your claim
  • Strata specialist claims experts that understand the unique challenges strata present and will manage your claim until it is finalised
  • Internal claims capability with presence across Sydney, Brisbane and Melbourne
  • Leverage our network of specialists strata suppliers, repairers and loss adjusters.
  • Proven capability and ability to scale up in response to catastrophe claims events.

Hints and advice on making a claim

Emergency repairs

If you need to make emergency repairs, please call us on 1300 668 066 and we will arrange assistance through our repairer and supplier network.

For after-hours emergency assistance, call 1800 SUU HELP (1800 788 435).

You can help the claim process by:

  • Taking photos of damage to your property
  • Keeping damaged property and items, so we can inspect and assess the damage, if required

What to do when making a claim

  • Make your claim as soon as possible after suffering a loss.

You must also:

  • Take all reasonable steps to prevent further loss from occurring
  • Submit a report to the police if your property is lost or stolen, vandalised or maliciously damaged (the police-report number will be required when you submit your claim)
  • Retain the property that has been damaged, as we may have to inspect it
  • Provide at fault details for recovery purposes when damage is caused by a third party.
  • Inform us of any prosecution or inquest that may be held
  • In relation to the Goods and Services Tax (GST), you must provide information where requested. This includes:
  • Your Australian Business Number (ABN), if applicable
  • Notification as to whether or not you are registered for GST
  • The amount of input tax credit you have claimed on the GST (applicable on the premium)
  • Failure to submit any of the requested information can delay the processing of and/or the amount paid for your claim.

What not to do when making a claim

  • You must not repair or replace any damaged property without our consent.
  • You must not pay, promise to pay, offer payment for, or admit responsibility for a claim.

Determining whether you should submit a liability claim

If something happens that results in personal injury or damage to the property of a third party, it may result in a Liability Claim. You should notify us as soon as you become aware of the incident. We will keep a record of the event, in case further action is brought against you by the third party.

If you receive a demand or any other notification from a third party (or their legal representatives) concerning personal injury or property damage, you must advise us immediately. You must complete a Liability Claim form [hyperlink to document we will have on documents page] and submit it, along with the correspondence received from the third party.

From here, immediately forward any further correspondence that you receive from the third party, their legal representatives or any other party associated with the event.

Remember: You must NOT admit any liability in respect to the event.

How do I make a claim?

SUU’s claims team is ready to help you through the claim process.
There are a number of ways you can submit your claim with us.

Call us on 1300 668 066
or for emergency after hour assistance contact 1800 SUU HELP (1800 788 435)

submit a claim to makeaclaim@suu.com.au

If you have an SUU Assist account you can log in to submit your claim online.

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