Claims Guide &
Official Resources
Everything you need to know about making a claim and your rights under Australian Consumer Law.
4 Steps to a Successful Claim
Follow this process to ensure your insurance claim is processed quickly.
Preserve Evidence
Do not throw away damaged items. Take clear photos of the damage AND the packaging it came in. Keep the broken pieces until the claim is finalised.
Check Dates
Most policies have strict time limits (e.g., 7 days for visible damage, 14 days for hidden). Notify your insurer immediately, even if you don't have the full quote yet.
Get Repair Quotes
For damaged furniture, obtain a written quote from a professional repairer. For total loss, find a link to a 'like-for-like' replacement item online.
Lodge Form
Submit your claim form with all photos and quotes attached. Ensure you reference your policy number and the date of the move.
Important Notice: Time Limits
Do not wait until you have full repair quotes to notify the insurer. Submit your "Intention to Claim" immediately to strict deadlines (often just 7 days).
Consumer Protection Agencies
If you have a dispute with a removalist that cannot be resolved, contact your state regulator.
NSW Fair Trading
Dispute resolution & consumer rights.
Consumer Affairs Victoria
Dispute resolution & consumer rights.
Office of Fair Trading
Dispute resolution & consumer rights.
Consumer Protection
Dispute resolution & consumer rights.
Consumer & Business Services
Dispute resolution & consumer rights.
Access Canberra
Dispute resolution & consumer rights.