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Arranging repairs to your vehicle after an accident, fire or theft can be time consuming and inconvenient, so we have established a repair system to provide better protection and service to you.

Lifetime Repair Guarantee - The quality of materials and workmanship used in authorised repairs are guaranteed for the life of your vehicle, even if you no longer own it. This means that we will fix any problems caused by faulty material or workmanship.

7 Day Repair Guarantee - With GIO, if you're able to drive your comprehensively insured motor vehicle into one of our assessment centres after your claim is approved, we'll have you back on the road within a week!

All repair work will be guaranteed for the life of your vehicle, and if for some reason, we can't fix your motor vehicle within 7 days, we'll give you a courtesy car from the 8th day until your vehicle is repaired.*

*Conditions and exclusions apply. Single approved claims only and some types of damage excluded. Courtesy car will be a small category vehicle and a car hire bond may apply

• No quotes are needed when you use our recommended repairers. We will tell you how your vehicle can be repaired after you lodge your claim.
• There are no forms required; all of the details will be taken over the phone.
• When you use our recommended towing and repair process, the repairs can, in most cases, be started straight away.

Every claim is unique and the process varies, however below is a typical claim example.

1. Call 13 14 46 and speak to one of our friendly Insurance Consultants.
2. We will:
   
   Record the details of the incident including:
   • Your name, address and contact phone numbers.
   • The registration, make, year and model of your vehicle.
   • Details of who was driving the vehicle or responsible for it at the time of the accident.
   • Details of any other person or vehicle involved, including name, address, contact phone numbers and registration.
   • A brief description of the accident or theft, and the damage to your vehicle.
3. Provide you with details of one of our carefully selected recommended repairers so you don't need to run around getting quotes.
4. Let you know how to get your vehicle repaired quickly and conveniently, including information about vehicle towing.
5. Provide you with details about any excess or premium effects the claim may have caused.

By attending a Motor Vehicle Assessment Centre we can better determine which of our Recommended Repairers is best suited to carry out the repairs to your vehicle.

As a GIO customer you have access to 15 Motor Vehicle Assessment Centres and over 540 Recommended Repairers nationwide.

Our Recommended Repairers have been appointed by us because we have assessed the repairer as capable of meeting our strict standards of quality workmanship, timeliness, efficiency and cost effectiveness.

There are a number of benefits in using one of our repairers:

• The repairs, in most instances, will be started without any delays
• An assessor will personally manage the quality & progress of your repairs
• We will give you a taxi voucher to get back home or travel to work
• If you take your vehicle straight to one of our Assessment centres, you won't need a quote - we will look after everything for you

Please call our Claims Centre on 13 14 46 for further information.

Unfortunately, accidents can happen to anyone, even the most careful drivers. If you are ever in an accident, remain calm and follow the tips provided below:

At the scene of the accident:

1. Stop your vehicle. If you're blocking traffic, or the location isn't safe, move your vehicle to a safe place nearby. If you are involved or witness an accident, the law requires you to stop.
2. Check all involved parties for injuries. Ensure assistance is provided to anyone that is injured. Call an Ambulance or Doctor if required.
3. Notify the police and let them decide if they should come to the scene. It's especially important to contact the police if the accident involves injuries, a hit-and-run, or a dispute about liability.
4. Obtain full details of vehicles involved - drivers' names, residential addresses, phone numbers, registration numbers and insurance company details if possible.
5. Call a tow company if your vehicle isn't driveable (VIC residents only) or we will arrange a tow truck for you, if necessary. Obtain the name, address, and phone number of the tow company. Direct the towing of your vehicle to a GIO Motor Vehicle Assessment Centres/holding yard.

After the accident:

1. Contact us with full details as soon as possible by contacting our Claims Centre on 13 14 46, 24 hours, 7 days a week.
2. Do not dispose of any damaged property, unless we have agreed.
3. We will take care of the rest!

More helpful tips:

1. Clear the roadway of broken glass and debris if possible. Do everything reasonable to limit and prevent further damage or loss to your vehicle.
2. Co-operate with police by giving them accident details and answering their questions. Be sure to get the names and day time phone numbers of any officers on the scene and the number of the police report.
3. Do not admit fault to anyone else involved in the accident.
4. Write down names, addresses and telephone numbers of all witnesses.
5. If you have a camera with you, take pictures of the accident location, damage to all the vehicles or property involved, and other relevant details of the accident scene.
6. Don't forget to obtain full details of vehicles involved - drivers' names, residential addresses, phone numbers, registration numbers and insurance company details if possible.

1. Report the theft/damage to the Police. You must also provide us with the name of the Police Officer, Station, date reported and any report reference number.
2. Contact our Claims Centre with the full details on 13 14 46, 24 hours, 7 days a week.

1. If you receive any letters of demand or correspondence from other parties (including their insurer or legal representative) involved in the event, contact our Claims Centre on 13 14 46 as soon as possible.
2. If you are contacted verbally, advise that you are insured with us and that we will be looking after their claim. Do not admit fault for the damage/accident and do not offer or promise to pay for any costs.
3. Record as much of the other parties details as possible such as names, residential addresses, phone numbers and vehicle details.
4. Contact our Claims Centre on 13 14 46 and advise our consultant of what has happened. We will assist you throughout the claims process.

Excess is the amount you might have to pay if you claim. The amount and types of excess are shown on your certificate of insurance. Depending on the circumstances, you might have to pay more than one type of excess when you claim.

You must pay the excess in full. We will decide if you pay the excess to us (when we ask for it) or to the repairer when repairs are completed. We can also choose to deduct the excess from the amount we pay you.

You don't pay any excess if:

• you have a claim involving another vehicle, and we decide the driver of your vehicle was not at fault, and you can give us:
  • the registration details of the other vehicle and
  • the name and address of the other driver or
• you have a claim not involving another vehicle, and we agree the driver of your vehicle was not at fault, and you can give us the name and address of the person responsible for the loss or damage.

To assist us we ask that you provide the day time contact phone number or mobile number of the other driver and details of their insurance company if applicable. If possible, the make and model of the other vehicle should also be provided.

Windscreen/Window Glass Option - If you have comprehensive cover, you can pay extra to receive cover for your windscreen or window glass on your vehicle. If your windscreen is damaged as a result of an event you will not have to pay any excess. This cover is limited to one claim per insurance period.

Hire car after an event Option - If you pay extra and have comprehensive cover, you can have the use of a 'small' category hire car (sedan or hatch) for up to 14 days if your vehicle is damaged by an event. Please read the Product Disclosure Statement for full details.

2 Year New Replacement Vehicle - With our comprehensive cover, if you are the first registered owner of a car, 4WD, motor cycle, utility or van up to 2 tonnes carrying capacity, you can choose to accept a new replacement vehicle of the same make, model and series* if your vehicle:

• has comprehensive cover and
• is a total loss within 2 years of the date your vehicle was first registered.
• if necessary, anyone who provided finance for your vehicle agrees.

For full details about any of these features please read the Motor Vehicle Insurance Product Disclosure Statement.

Helpful Hints for Motor Security - The incident of car theft in Australia is high. Following these simple tips can reduce the chances of your car being stolen.

• Fully close windows and lock doors
• At night, make sure you park your car in a well lit and secure area
• Park off-street if possible
• Away from home, park in a secure attended car park
• Never leave your car running while it's unattended - not even for a minute!
• Don't hide a spare set of ignition keys anywhere in your car
• Never leave personal items including mobile phones, wallets, handbags or briefcases in sight
• A self-alarming electronic immobiliser is an effective form of car security

For information on how theft-proof your car is, click the 'car safe' link below. Using this link, you can access the site of the National Motor Vehicle Theft Reduction Council (NMVTRC). The NMVTRC is an organisation jointly funded by government, insurance industry and motor industry. Its aim is to reduce motor vehicle theft in Australia.

Insurance fraud is not a victimless crime. It imposes additional costs on honest policy holders and wastes the valuable resources of our community. This means it affects everyone.

GIO actively pursues fraudulent and inflated claims in order to keep your premiums as low as possible. Fraudulent claims will be investigated and may be reported to the police.

Help us fight insurance fraud by reporting:

• Inflated vehicle or home repair bills.
• Staged vehicle or home incidents.
• False or inflated home or vehicle claims.
• Home and vehicle fires which may be intentionally started - including by someone known to you.

To report suspected insurance fraud, call 1300 881 725. Let's work together to reduce the impact of insurance fraud on the community.

The offer applies to cars, 4WD's, utilities, and vans up to 2 tonnes carrying capacity which were manufactured after 1975 which are comprehensively insured with GIO. The vehicle must be driven to a GIO Motor Vehicle Assessing Centre for repairs following an approved claim. The offer excludes vehicles towed to a GIO Motor Vehicle Assessing Centre. Repairs to vehicles are to be carried out as directed by GIO. The offer excludes vehicles damaged as a result of hail or flood, or to vehicles to which additional private work is to be carried out. 7 day offer is available for repairs for one claim only. Repairs to be made at the same time for additional claims will increase term of offer by 7 days for each claim (eg. 2 claims, 14 days). The courtesy car provided will be a 'small category' vehicle.

Under this benefit we will pay for the daily hiring of the courtesy car. A car hire bond may apply and if it does you will have to pay this bond to the hiring company. You will be advised of any such bond at the time you pick up the car.

Motor Vehicle Insurance is issued by GIO General Limited ABN 22 002 861 583. Please read the Motor Vehicle Insurance Product Disclosure Statement (PDS) before you make any decision regarding this product.

This information does not form part of the GIO Motor Vehicle Insurance Product Disclosure Statement. Motor Vehicle Insurance provided applicants only. Terms and conditions apply.

You can lodge a claim for Home and Contents Insurance online or by calling us on 13 14 46.

In the case of an emergency:

• First, ensure all family and/or friends are safe and out of harms way;
• Call us on 13 14 46;
• We will lodge the claim;
• If required, we will authorise emergency repairs.

If you have a legal liability claim, call 13 14 46 and follow the prompts through Commercial Insurance to Personal Injury.

• We will provide new for old replacement, for any of your home or contents damaged beyond repair or stolen, regardless of their age. Limits apply on certain items.
• For the lifetime of your home, we guarantee the quality of materials and workmanship on home repairs that we authorise and arrange.
• If your home is damaged by an insured incident and the repair or replacement cost exceeds the sum insured, we will pay up to an extra 25%^# of your home sum insured to repair damage, replace your home or pay you what it would cost us to repair or replace your home.
• We will pay up to 12 months temporary accommodation costs of a similar standard during repairs, in something similar, if your home is damaged by an insured incident and unliveable†.
• If you have to rebuild all or part of your home due to damage caused by an insured incident, we will pay up to 15% of the home sum insured and 10% of your contents sum insured for the reasonable and necessary costs to cover removal of debris and architect and surveyor fees.
• If we need to visit your home, we will appoint a skilled Home Assessor to assess your loss or damage.
• Any appointment made to visit your home will be at a time convenient to you.

Please refer to your Product Disclosure Statement for further information. # Up to 30% for GIO Platinum Home and Contents Insurance. † Not available with GIO Investor Home and Contents Insurance.

Every home insurance claim is unique and the process varies, however below is a typical claim example.

1. Call us on 13 14 46 or lodge your claim online. If lodged online, one of our Insurance Consultants will call you within 24 hours.

Our friendly Insurance Consultants will:

2. Record the details of the incident, including:
   • Your name, address and contact phone numbers.
   • A description of the incident (e.g. fire, theft, burglary, storm).
   • What has been affected by the incident e.g. broken window, roof damaged by fallen tree, stolen TV. To help speed up your claim, for electrical items please have details about the make and model handy.
3. If required, ask you to provide further documentation i.e. proof of ownership, receipts etc.
4. Provide you with details of one of our carefully selected recommended repairers or replacement providers (if one is available in your area), so you don't need to run around getting quotes.
5. Provide you with details about any excess you may have to pay.
6. Let you know if an assessor needs to visit your property and when the assessor will be in contact with you.
7. Once the claim has been approved and finalised, payment is made to the repairers and suppliers.

Note: Should your claim, or part of it, not be covered, an Insurance Consultant will tell you why.

When settling claims, we provide new for old replacement regardless of age, by:

• Replacing or repairing damaged items with new items or new materials that are available at the time of replacement or repair from Australian suppliers, or
• Paying you what it would cost us to repair or replace your Home and/or Contents new for old.

However we will not:

• Fix a fault that existed before the loss or damage occurred.
• Pay extra to repair or replace an item to a better standard, specification or quality than it was before the loss or damage.
• Undertake maintenance or fix wear and tear.

If you make a claim, the excess is the amount you have to pay for each incident. The amount and type of excesses that apply to your policy are shown on your Certificate of Insurance. We will deduct the excess from the amount of cover on your policy and then pay you, or we will ask you to pay the excess to a supplier, repairer or us.

Depending on the circumstances of your claim, you may be required to pay more than one excess. Did you know that we provide a range of excess options, so the more you increase your excess, the lower your premium may be?

For your peace of mind we offer a lifetime guarantee for the quality of materials and workmanship in home repairs that we authorise and arrange. We guarantee the materials used and standard of workmanship to be free of defects for the lifetime of your home.

If a defect arises as a result of poor quality workmanship or use of incorrect materials, then we will rectify the problem.

At GIO, we are in the business of helping our customers get back where they belong when the unexpected happens. Planning for an emergency can help you prepare for life's setbacks and to help restore your world to order when the unexpected happens.

Please visit our Home Safety Tips site for tips on:

• Home security
• Fire safety
• Bushfire safety
• Natural disaster information.

Insurance fraud is not a victimless crime. It imposes additional costs on honest policy holders and wastes the valuable resources of our community. This means it affects everyone.

GIO actively pursues fraudulent and inflated claims in order to keep your premiums as low as possible. Fraudulent claims will be investigated and may be reported to the police.

Help us fight insurance fraud by reporting:

• Inflated vehicle or home repair bills
• Staged vehicle or home incidents
• False or inflated home or vehicle claims
• Home and vehicle fires which may be intentionally started - including by someone known to you.

To report suspected insurance fraud, call 1300 881 725. Let's work together to reduce the impact of insurance fraud on the community.