How to Make an Insurance Claim in Australia (2025 Guide)

Making an insurance claim can be daunting, especially when you’re already dealing with a stressful event—a car accident, home damage, or an unexpected health issue. In 2025, Australia’s insurance landscape is shifting, with new regulations and digital innovations reshaping the claims process. Whether you’re a first-timer or a seasoned policyholder, knowing how to navigate the system can save you money, time, and plenty of headaches.

2025: What’s Changed in the Australian Insurance Claims Process?

The insurance industry is evolving rapidly in Australia. In 2025, several changes are making waves:

• Faster Digital Claims: Major insurers now offer streamlined digital lodgement via apps and online portals. Some, like Suncorp and NRMA, have rolled out AI-powered assessment tools that can approve simple claims within hours.
• ASIC’s New Consumer Protections: Following a 2024 review, the Australian Securities and Investments Commission (ASIC) introduced stricter standards for claim transparency, dispute resolution, and timelines. Insurers must now provide clear progress updates and resolve most claims within 30 days.
• Climate-Driven Policy Updates: With extreme weather events on the rise, insurers are tightening clauses around floods, bushfires, and storm damage. Many policies now require clearer evidence (photos, receipts, real-time weather data) to process claims related to natural disasters.

Step-by-Step: How to Make a Successful Insurance Claim

While every policy is different, there are universal steps that can help you get your claim processed quickly and fairly:

1. Review Your Policy: Before you claim, double-check your coverage details, excess, and exclusions. Policies are now available digitally—don’t just rely on memory.
2. Document Everything: Insurers want proof. Take photos, collect receipts, and note down details as soon as possible after the incident. For health or income protection claims, gather medical certificates and relevant documentation.
3. Lodge Promptly: Most insurers now prefer claims to be lodged online. Use their app or portal for faster service. You’ll usually receive a claim number immediately.
4. Communicate Clearly: Provide concise, accurate information. If you’re asked for additional details, respond quickly—delays can stall your claim.
5. Track Progress: Under the new ASIC rules, you’re entitled to regular updates. Use your online portal to monitor status, or contact your insurer if things go quiet.

Real-world example: After the 2025 Queensland floods, Jane used her insurer’s app to submit photos and receipts for damaged furniture. Thanks to real-time weather verification and digital lodgement, her payout was approved in five days—much faster than the old paper-based process.

Common Pitfalls and How to Avoid Them

Even with modern tech and tighter rules, claims can still get bogged down. Here’s what trips up Australians most—and how to sidestep trouble:

• Incomplete Documentation: Missing receipts or unclear photos are the top reason for delays. Snap photos from multiple angles, keep digital copies of receipts, and save correspondence in a dedicated folder.
• Policy Exclusions: Don’t assume you’re covered. For example, many home policies exclude damage from gradual leaks or pre-existing issues. Review your PDS (Product Disclosure Statement) before making a claim.
• Excess Surprises: In 2025, average excesses have risen, especially for high-risk areas. Know your excess amount up front—it’s often deducted from your payout.
• Dispute Resolution: If your claim is denied, you have new rights under ASIC’s rules. Lodge a formal complaint with your insurer first; if unresolved, escalate to the Australian Financial Complaints Authority (AFCA) for a free, independent review.

Future Trends: What’s Next for Insurance Claims?

Looking ahead, expect even greater use of automation and AI to assess claims, especially for motor and home insurance. Insurers are also piloting blockchain-based systems to cut fraud and speed up payouts. For consumers, this means faster decisions, but also a higher bar for accurate, timely documentation.

Key takeaways for 2025:

• Embrace digital lodgement for speed and transparency
• Stay informed on your rights under updated ASIC rules
• Keep thorough, organised records to support your claim