Insurance Law Service Contact Form

We have fact sheets available on buying different types of policies:

1. Car insurance and
2. Funeral Insurance or our funeral insurance brochure
3. Pet insurance
4. Title insurance

ASIC’s Moneysmart website also has some resources you may find useful on things to consider when buying different types of policies so click here for Moneysmart.

Our service is unable to provide financial advice or recommendations about different types of policies or insurers. What level of insurance suits you depends on what risks you want to be covered and you should shop around based on price and coverage.

An insurance broker may be able to assist, but you should be careful about fees and commissions, and any conflicts of interest.

You should always read the policy documents carefully and check that any required disclosures have been provided and are set out on your certificate of insurance.

Not everyone can get insurance. Insurers largely get to “pick and choose” who they are willing to provide insurance to, and on what terms –as long as they are not acting unlawfully - by discriminating against you based on age, gender, disability etc. Even then, insurers have an exemption from some types of discrimination where there is actuarial or statistical data to justify such discrimination.

You should seek advice if you believe you have been unlawfully discriminated against as it is a complex area – but usually it is the insurer who has the burden to establish why their discrimination is justified.

1. You’ve had too many claims in a short period
2. You have been bankrupt (usually only a factor for business insurance);
3. You have a criminal conviction for fraud or dishonesty offences, or
4. You have too many speeding or traffic offences (for car insurance).

In these cases, you could shop around. An insurance broker may be able to assist, but you should be careful about fees and commissions, and any conflicts of interest. You should always read the policy documents carefully and check that any required disclosures have been provided and are set out on your certificate of insurance.

If you cannot get insurance now, you may still be able to later on. For instance, some insurers will only ask about claims in the last five years.

It is important you are truthful and accurate with your answers to any questions the insurer asks you. When a claim is made, the insurer may investigate and if they discover they never would have given you insurance in the first place, they will cancel your policy and refuse your claim. There is no point paying premiums for a policy that will not cover you.

If you still have questions, our enquiry form is below for non-urgent enquiries.

If you are unhappy with your premium, please read our dedicated fact sheet here first.

If you still have questions, our enquiry form is below for non-urgent enquiries.

Your policy documents will give you an initial indication as to whether you have a claim. You can read our fact sheet about how to understand your policy documents here.

If you think there could be a claim, you could consider claiming first and seeking advice if your claim is rejected. The claims process generally involves factual questions about events that happened, and you should answer these openly and honestly. The insurer may seek to verify this information later.

You may want to seek advice first if there are complex issues such as multiple policies.

If you are in a car accident and you are not sure if you should claim or not, see our fact sheet here.

If you are not sure about whether to claim on your home or contents policy, see our fact sheet here.

If you still have questions, our enquiry form is available below for non-urgent matters. Bear in mind that we cannot tell you if your claim will be accepted or not.

Please read our dedicated fact sheet first here.

If you still have questions, our enquiry form is below for non-urgent enquiries.

Please read our dedicated fact sheet first here.

We also have an interview checklist if you are asked to be interviewed, click here to read it.

If you still have questions, our enquiry form is below for non-urgent enquiries.

We have a dedicated fact sheet that applies to general insurance policies (such as home, car, travel, pet insurance) and sets out the steps you should take moving forward. Click here to read it.

If your enquiry is about life insurance, many of the same principles in terms of escalating a complaint to your insurer, and lodging in AFCA apply.

If you still have questions, our enquiry form is below for non-urgent enquiries.

We have a dedicated fact sheet on this issue available here.

Please note we only provide very limited advice on this issue. In most cases, the dispute comes down to what the expert evidence says – for instance, to establish why the repairs need rectification, and detailed quotes about what works are necessary.

For more information about escalating your complaint – see our fact sheet here.

Please ring us on 1300 663 464 if you are experiencing any issues our online resources do not address.

We have a dedicated fact sheet on this issue available here.

Please note we only provide very limited advice on this issue. In most cases, the dispute comes down to either:

1. What the policy set out – for instance, car policies will clearly set out whether insurers can use second hand parts, home policies will define what their obligations are in terms of matching materials.
2. What the expert evidence says – for instance, to establish what the scope of the works should be, how the works should be performed and/or the costs of those works.

For more information about escalating your complaint – see our fact sheet here.

Please ring us on 1300 663 464 if you are experiencing any issues our online resources do not address.

If it is your car insurance claim that has been refused, see our fact sheet here.

If it is your home or contents claim that has been refused, read the relevant fact sheet here.

Make sure your insurer explains clearly to you why your insurer has refused your claim – this is a crucial detail for us to be able to provide proper advice. If your insurer has not explained why your claim has been refused, or has been unclear with the reasons, you should first request written reasons and copies of any evidence they are relying on.

If you have any trouble getting information or documents, read the fact sheet here.

If you still have questions, our enquiry form is below for non-urgent enquiries.

You should confirm with your insurer:

1. the dates the premiums went unpaid and why,
2. check your bank accounts to verify why the direct debits failed.
3. whether cancellation notices were sent to you (and obtain copies of these)
4. ask for a copy of your policy documents.

If you can obtain these details before contacting us, it will help us to give advice about your options moving forward.

If you have questions, our enquiry form is below for non-urgent enquiries.