How Claims Are Handled

Support, guidance and advocacy when you need it most.

When something goes wrong from a break‑in, accident, fire, storm event, cyber incident or business disruption. IRB – Insurance Risk Brokers is here to support you and can assist throughout the claims process, including lodging the claim, communicating with the insurer, assisting with assessors and repairers where appropriate, providing available updates, raising queries and assisting with escalation of delays or disputes.

We act as your advocate throughout the entire claims journey, so you don’t have to deal with insurers alone.

Your First Steps After an Incident

To streamline the process and protect your position, please follow these key steps:

1. Contact IRB – Insurance Risk Brokers Immediately

Notify your broker at IRB – Insurance Risk Brokers or our office as soon as you become aware of any loss, damage or incident that may lead to a claim. Early notification helps prevent delays and protects your rights under the policy.

2. Let IRB – Insurance Risk Brokers Handle the Claim

Allow IRB – Insurance Risk Brokers to lodge and manage the claim on your behalf. This ensures the insurer receives accurate information and that your interests are protected throughout the process.

3. Prevent Further Damage

Take reasonable steps to secure the property and prevent additional loss. Examples include:

• Covering exposed areas

• Turning off water or power

• Securing doors or windows

• Moving undamaged items to safety

If you need emergency assistance, please contact your broker or our office.

4. Do Not Admit Liability

If a third party is involved (e.g., a customer injury or vehicle accident), do not admit fault or make promises. Simply provide factual information and refer all third‑party demands directly to IRB – Insurance Risk Brokers.

5. Refer All Third‑Party Communications to IRB – Insurance Risk Brokers

Any letters, emails, demands or requests from third parties must be forwarded to our claims team. Do not respond directly, we will manage this for you.

6. Document the Damage

Take clear photos and videos of all damage, including:

• Impact areas

• Surrounding environment

• Serial numbers (if applicable)

• Any temporary repairs

Good documentation strengthens your claim and speeds up assessment.

7. Speak to IRB – Insurance Risk Brokers Before Authorising Repairs

Do not approve repairs or replacement work until you have spoken with your broker or claims consultant. Some insurers require quotes, assessments or approval before work begins.

Information We Need to Lodge Your Claim

To help us lodge your claim quickly and accurately, please provide:

• Description of the incident

• Date and time

• Location where the incident occurred

• Estimated loss or damage

• Actions taken to minimise further loss

• Photos or videos of the damage

• Police report (if theft or malicious damage)

• Any relevant invoices or receipts

If additional documentation is required, IRB – Insurance Risk Brokers will advise you.

Our Role During Your Claim

IRB – Insurance Risk Brokers manages the entire claims process, including:

• Lodging the claim with the insurer

• Coordinating assessors, repairers and specialists

• Communicating with the insurer on your behalf

• Providing updates and timeframes

• Ensuring fairness and accuracy in assessment

• Escalating delays or disputes

• Advocating for the best possible outcome

If specific claim forms are required, we will provide them directly.

We’re Here to Help

Our friendly and experienced team at IRB – Insurance Risk Brokers are here to guide you through every step of the process. If you have questions, need clarification, or want assistance with lodging a claim, please contact our office or broker.

Your protection doesn’t end at policy placement, it continues through every claim, every incident, and every moment you need support.