We manage your insurance claim from lodgement through to resolution - handling disputes and negotiating fair outcomes.
Dealing with an insurer is rarely straightforward. Policies are complex, timelines are strict, and insurers have experienced teams working to protect their own interests. When a claim is denied, delayed or undervalued, many people don't know where to turn - or assume there's nothing more they can do. That's where we come in.
We act solely on your behalf, not the insurer's. From the moment you engage us, we take over the communication and management of your claim so you can focus on what matters most. We review your policy in detail, gather the evidence needed to support your claim, and put forward a compelling case for the outcome you're entitled to.
Whether your claim has just been lodged or has already been refused, we have the experience to help. We handle everything from initial lodgement and internal dispute resolution through to formal complaints with the Australian Financial Complaints Authority (AFCA) - and we keep you informed at every step.
We assist with all stages of the insurance claims process, across home, contents, life, income protection, and general insurance policies.
We prepare and lodge your claim correctly from the outset, ensuring all required documentation is in order and submitted on time. Poorly lodged claims are a common reason for delays and refusals.
If your claim has been refused, we review the insurer's decision against your policy wording and the law. Many denials are successfully overturned when the right grounds are identified and clearly argued.
Insurers frequently settle claims for less than their true value. We negotiate directly with the insurer on your behalf, using evidence and policy analysis to push for a fair settlement that reflects your actual loss.
Before escalating a matter externally, we engage the insurer's internal dispute resolution process on your behalf. IDR is a formal step that must be completed in most cases before proceeding to AFCA.
Where IDR is unsuccessful, we prepare and lodge a formal complaint with the Australian Financial Complaints Authority. AFCA is a free, independent service that can direct insurers to pay claims or vary their decisions.
Understanding what your policy actually covers - and what it excludes - is critical. We review your policy documents and provide plain-language advice so you can make informed decisions about your claim or coverage.
We follow a clear, structured approach so you always know what's happening with your claim and what comes next.
We start by reviewing your policy documents, any correspondence from your insurer, and the facts of your claim. We advise you on your prospects, your rights, and the most effective path forward - before any action is taken.
We identify the evidence needed to support your claim - including expert reports, photographs, financial records, and medical documentation where relevant - and prepare a thorough written submission to put to the insurer.
We engage the insurer directly, whether through correspondence, IDR or formal AFCA proceedings. We handle all communications and negotiations on your behalf, keeping you updated at every stage and seeking the best possible outcome.
Once a settlement is reached or a determination is made, we ensure the agreed amount is paid promptly and in full. Where necessary, we take steps to enforce any binding decisions made in your favour.
Not necessarily. Many denied claims are successfully challenged through the insurer's internal dispute resolution process or via AFCA. Time limits do apply - typically two years from the date of the insurer's decision - so it's important to seek advice promptly. We can review the refusal letter and your policy to advise you on the best course of action.
It depends on the complexity of the claim and the path taken. Some disputes are resolved through negotiation within a few weeks. Internal dispute resolution typically takes 45 days under the General Insurance Code of Practice. AFCA complaints can take several months, particularly for complex or high-value matters. We keep you informed throughout so there are no surprises.
No - anyone can lodge an AFCA complaint directly. However, having legal representation significantly improves the quality and strength of your submission. We ensure your complaint identifies the right legal grounds, is supported by the correct evidence, and is framed in a way that gives you the best chance of success.
We handle disputes across a wide range of insurance products including home and contents insurance, life insurance, income protection, total and permanent disability (TPD) insurance, travel insurance, and business interruption insurance. If you're unsure whether we can assist with your specific policy, contact us for a no-obligation conversation.
We offer transparent, fixed-fee pricing so you know exactly what you'll pay before we begin. The cost depends on the nature and complexity of your claim. In some cases, particularly where claims are successful, legal costs may be recoverable or factored into the settlement. We'll always discuss fees clearly upfront so there are no unexpected costs.