Make a claim

Links to our insurance products and how to make a claim.
 
Depending on the type of insurance, you may be able to lodge a claim, or enquire about an existing claim, online or over the phone.
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Pick the general type of insurance you are after. i.e. Car, Home, Travel etc.
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Pick the specific type of insurance you are after i.e Comprehensive Car.
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Pick the specific type of insurance you are after i.e Comprehensive Car.
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Pick the specific type of insurance you are after i.e Comprehensive Car.
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Pick the specific type of insurance you are after i.e Comprehensive Car.
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Pick the specific type of insurance you are after i.e Comprehensive Car.
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Pick the specific type of insurance you are after i.e Comprehensive Car.
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Pick the specific state you are after.
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Pick the specific type of insurance you are after i.e Comprehensive Car.
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Pick the specific type of insurance you are after i.e Comprehensive Car.
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You've chosen CTP Insurance NSW

Call us on 1800 795 277 to make a claim for personal injury. Depending on your circumstances, you will need to submit either an Accident Notification Form or a Personal Injury Claim form. Our helpful Customer Claims Consultants can walk you through the process and assist you with completion of the appropriate form.

If you hold GIO CTP Green Slip Insurance and are involved in an accident and are considered to be at fault, you may need to complete a Notice of Accident Report form if a claim for personal injury is made against you.

For a step by step guide to assist you with making a CTP claim, you can view our Personal Injury Claim Pack. You can also visit the Motor Accident Authority web site for further information.

You will need Adobe Acrobat to view the PDF forms on this page. If you don't have Acrobat Reader, you can download it free of charge from the Adobe web site.
 
Claims Details
Telephone 1800 795 277 Telephone us during standard business hours to discuss your claim with one of our Customer Claims Consultants.
Download the appropriate form and post to us

Which form do you need?

If you were not at fault in the accident

To claim up to $5000 for medical expenses and past loss of earnings in the first 6 months after the motor vehicle accident, complete the Accident Notification Form available from www.maa.nsw.gov.au. This form needs to be lodged within 28 days of the accident.

If you wish to make a claim for expenses in excess of $5000 or you think you will incur losses for more than 6 months after the accident, complete the Personal Injury Claim Form available from www.maa.nsw.gov.au. This form needs to be lodged within 6 months of the accident.

If you were at fault in the accident

To claim up to $5000 medical expenses and past loss of earnings in the first 6 months after the motor vehicle accident, complete the Accident Notification Form available from www.maa.nsw.gov.au . This form needs to be lodged within 28 days of the accident.

PLEASE COMPLETE THE APPROPRIATE FORM IN BLACK PEN AND SEND TO:

GIO
CTP Claims,
GPO Box 4091,

Sydney NSW 2001
To enquire about an existing claim If you've already lodged a claim, you can call us on 1800 795 277 during standard business hours Monday to Friday.

You've chosen Car Insurance

It's the little things we do that help get your car (and your life) back, fast. At GIO, we understand that our customers appreciate having helpful information about how to make a claim. You can make a claim if you hold a current GIO Car Insurance policy in NSW, VIC, TAS, WA, ACT or NT.

How to make a claim

 

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

If you need to make a claim for a commercial car please use the Commercial Claim process.

Claims Details
Online Claims

 
You can log on to the online claims site 24 hours a day, every day to:
 
  • Lodge a claim, or
  • Enquire about an existing claim.
A GIO representative will call you within 2 working days of your claim lodgement or query. During times of a significant weather event, this timeframe may be extended beyond 2 working days due to the increase
in claims being lodged
.
Telephone
13 14 46
To discuss your claim with one of our Customer Claims Consultants call us 24 hours a day, 7 days a week to:
 
  • Lodge a claim, or
  • Enquire about an existing claim.
There are no forms required; all of the details will be taken over the phone.
GIO Claim Mate app

Letting us know about your car insurance claim is now easier on the go. To get started simply download the GIO Claim Mate app and set up you profile.

Information You Need to Provide Please have the following information ready:
 
  • Your name, address and contact phone numbers.
  • The registration, make, year and model of your car.
  • Details of who was driving the car or responsible for it at the time of the accident.
  • Details of any other person or car involved, including name, address, contact phone numbers and registration number.
  • A brief description of the accident or theft, and the damage to your car.
  • Remember no quotes are needed when you use our recommended repairers. We will discuss how to get your car repaired after you lodge your claim.

 

We'll do the running around for you

Arranging repairs to your car 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:

  • No quotes are needed when you use our recommended repairers. We will tell you how your car 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.

Lifetime Repair Guarantee - The quality of materials and workmanship used in authorised repairs are guaranteed for the life of your car, 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 car 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 car,, and if for some reason, we can't fix your car within 7 days, we'll give you a courtesy car from the 8th day until your car is repaired.*

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


 
How Claims Work

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 Customer Claim 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 car.
  • Details of who was driving the car or responsible for it at the time of the accident.
  • Details of any other person or car involved, including name, address, contact phone numbers and registration.
  • A brief description of the accident or theft, and the damage to your car.
  • Provide you with details of one of our carefully selected recommended repairers so you don't need to run around getting quotes.
  • Let you know how to get your car repaired quickly and conveniently, including information about car towing.
  • Provide you with details about any excess or premium effects the claim may have caused.

 
Quality Repairs Guaranteed

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 car.

Because GIO is part of the Suncorp Group, you can benefit from their joint venture partnerships that have resulted in Capital S.M.A.R.T Repairs (SMART) and QPlus Production. These industry-leading car repair companies not only help us to ensure your car receives the highest-quality workmanship, but also that your car is returned to you as quickly as possible. Visit the Suncorp Group website for more information about these joint ventures.

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 and progress of your repairs
  • We will give you a taxi voucher to get back home or travel to work
  • If you take your car 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.


 
What should I do if I have an accident?

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 car. If you're blocking traffic, or the location isn't safe, move your car 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 cars involved - drivers' names, residential addresses, phone numbers, registration numbers and insurance company details if possible.
  5. Call a tow company if your car 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 car to a GIO Motor Vehicle Assessment Centres/holding yard.
  6. After the accident:
  7. Contact us with full details as soon as possible by contacting our Claims Centre on 13 14 46, 24 hours, 7 days a week.
  8. Do not dispose of any damaged property, unless we have agreed to the disposal.
  9. We will take care of the rest!

More helpful tips:

  1. Do everything reasonable to limit and prevent further damage or loss to your car.
  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. Write down names, addresses and telephone numbers of all witnesses.
  4. If you have a camera with you, take pictures of the accident location, damage to all the car or property involved, and other relevant details of the accident scene.
  5. Don't forget to obtain full details of cars involved - drivers' names, residential addresses, phone numbers, registration numbers and insurance company details if possible.

 
What should I do if my car is stolen?
  • 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.
  • Contact our Claims Centre with the full details on 13 14 46, 24 hours, 7 days a week.

 
What should I do if someone makes a claim against me?
  • 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.
  • 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.
  • Record as much of the other parties details as possible such as names, residential addresses, phone numbers and car details.
  • Contact our Claims Centre on 13 14 46 and advise our consultant of what has happened. We will assist you throughout the claims process.

 
Excesses

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 car, and we decide the driver of your car was not at fault, and you can give us:

  • the registration details of the other car and
  • the name and address of the other driver or
  • you have a claim not involving another car, and we agree the driver of your car 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 car should also be provided.


 
Helpful hints for car security

The incident of car theft in Australia is high. Following these simple tips can reduce the chances of your car

  • 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.
  • Never leave your keys in the car or in sight even when you are home
  • 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 car theft in Australia.

Car Safe - driving down vehicle theft


 
How do I report insurance fraud?

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 car or home repair bills.
  • Staged car or home incidents.
  • False or inflated home or car claims.
  • Home and car 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.


 
7 Day Repair Guarantee - Terms and Conditions

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 car must be driven to a GIO motor vehicle assessment centre for repairs following an approved claim. The offer excludes cars towed to a GIO motor vehicle assessment centre. Repairs to cars are to be carried out as directed by GIO. The offer excludes cars damaged as a result of hail or flood, or to cars to which additional private work is to be carried out. The 7 day repair guarantee is available for repairs for one claim only. Repairs to be made at the same time for additional claims will increase term of the guarantee by 7 days for each claim (e.g. 2 claims, 14 days). The courtesy car provided will be a 'small category' car.

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.


 

Policy Documents

Motor Vehicle Insurance Product Disclosure Statement
Car Insurance Product Disclosure Statement
Car Insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO. Please read the Car Insurance Product Disclosure Statement before you make any decision regarding this product. Contact us for a copy.

You've chosen Home and Contents Insurance

It's the little things we do that help get your home (and your life) back, fast.

At GIO, we understand that our customers appreciate having helpful information about how to make a claim.
 

How to make a claim

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 harm’s way;
  • Call us on 13 14 46 to lodge your 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 the personal injury section.

Claims Details
Online claims

 

Available 24 hours a day, every day to:

  • Lodge a claim, or
  • Enquire about an existing claim.

A GIO representative will call you within 2 working days
of your claim lodgement or query. During times of a
significant weather event, this timeframe may be
extended beyond 2 working days due to the
increase in claims being lodged.

Telephone 13 14 46

Available 24 hours a day, every day to:

  • Lodge a claim, or
  • Enquire about an existing claim.
Information you need to provide
  1. Your name and contact details.
  2. The address of the property on which you are making the claim.
  3. A description of the incident (e.g. fire, theft, burglary, storm).
  4. Details of what has been affected by the event 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.

Please note:

  • You do not need to obtain any quotes if you choose to use a recommended repairer.
  • If the loss is caused by theft, you will need to notify the police and obtain a report.

 
Peace of mind for claims
  • 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.
  • We will pay temporary accommodation costs of a similar standard to your home during repairs, if your home is damaged by an insured incident and is unliveable.†*
  • If we rebuild all or part of your home due to damage caused by an insured incident, we will pay 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. † Not available with GIO Landlord Home and Contents Insurance. *Policy limits and conditions apply


 
How claims work

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

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

Our friendly Customer Claims Consultants will:

  1. 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.
  1. If required, ask you to provide further documentation i.e. proof of ownership, receipts etc.
  2. 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.
  3. Provide you with details about any excess you may have to pay. Sometimes you might you have to pay more than one excess.
  4. Let you know if an assessor needs to visit your property and when the assessor will be in contact with you.

Note: Should your claim, or part of it, not be covered, a Customer Claims Consultant will tell you why.


 
How claims are paid

When settling claims, if we decide to rebuild or replace the damaged items we will do so on a new for old replacement regardless of age, by rebuilding or replacing with new items or new materials that are available at the time of replacement from Australian suppliers. For a full definition of ‘new for old’ refer to the PDS.

Sometimes we might decide instead to pay you what it would cost us to rebuild or replace your home and/or contents ‘new for old’. If we decide to repair, we will either repair on a ‘new or old’ basis or repair to a similar condition to what your home or contents was in prior to the loss or damage.


 
Excesses

An excess is the amount you have to pay for each incident when you make a claim. Sometimes you might have more than one type of excess. The amount and types of excess are shown on your certificate of insurance and described in the PDS.

When you make a claim we will choose whether to deduct the applicable excesses from the amount we pay you or direct you to pay the excesses to us or to the appointed repairer or supplier. We may require you to pay the excesses in full before we pay your claim or provide any benefits under your policy.


 
Quality of repairs guaranteed

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.


 
Prepare for the unexpected

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.

 
Report insurance fraud

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.


 

Policy Documents

Motor Vehicle Insurance Product Disclosure Statement
Home & Contents Insurance Product Disclosure Statement
Home & Contents Insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO. Please read the relevant Product Disclosure Statement and any Supplementary Product Disclosure Statement before making any decision regarding these products. Contact us for a copy.

You've chosen Travel Insurance

Learn more about... Telephone
Travel Insurance Call 1800 646 279

You've chosen Boat Insurance

Call us on 13 14 46 to make, or enquire about a claim for boat insurance.  
Claims Details
GIO Claim Mate app

Letting us know about your boat insurance claim is now easier on the go. To get started simply download the GIO Claim Mate app and set up you profile.

Telephone 13 14 46 24 hours a day, every day to:
 
  • Lodge a claim,
  • Enquire about an existing claim,
  • Seek assistance lodging a claim,
or
 
  • If you require personal assistance.
Information you need to provide
  • Personal details of any other parties involved (if applicable)
  • Type of claim - fire, theft etc.
  • Details, date and address or location of loss/event
  • Your contact details
  • No quotes are needed before you call us. During the call, we will tell you about the claim process and what you need to do next.

Policy Documents

Boat Insurance Product Disclosure Statement

Boat Insurance Product Disclosure Statement

Boat Insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO. Please read the Product Disclosure Statement before you make any decision regarding this product. Contact us for a copy.

You've chosen Caravan Insurance

Make an online claim for your caravan or trailer or call us on 13 14 46.

  • You can make a claim if you have a current GIO motor policy, written in NSW, Victoria, Tasmania, WA, ACT or Northern Territory.
  • If you need to make a claim for a commercial vehicle please use the Commercial Motor Vehicle Claim process.
 
Claims Details
Online Claims  

Technical requirements. You'll need:
  • Microsoft IE 5.5 Service Pack 2 or
  • Online Claims are not available for Apple Macintosh
  • Please note loading the initial screen may take a minute or so, but all subsequent pages load instantly.
GIO Claim Mate app

Letting us know about your caravan insurance claim is now easier on the go. To get started simply download the GIO Claim Mate app and set up you profile.

Call 13 14 46 To discuss your claim with one of our Customer Claims Consultants
Information you need to provide
  • Your name, address and contact phone numbers.
  • Your policy number
  • The registration, make, year and model of your vehicle.
  • 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 and registration.
  • A brief description of the accident or theft, and the damage to your vehicle.
What next? Processing your claim
  • We'll send you an email containing the claim details you give us.
  • A Customer Claims Consultant will contact you within one working day to verify these details and, if necessary, ask for any additional information we may need.
To enquire about an existing claim

If you've already lodged a claim over the internet or by phone you can use Motor Vehicle Claims Online to enquire about the progress of your claim.

Have the following information handy:

  • Your name
  • Your email address
  • Your contact phone number
  • Claim number/policy number
We'll reply to your enquiry within one working day.

Policy Documents

Motor Vehicle Insurance Product Disclosure Statement

Caravan Insurance Product Disclosure Statement

Caravan Insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO. Please read the Product Disclosure Statement before you make any decision regarding this product. Contact us for a copy.

You've chosen Life Insurance

You've chosen Motorcycle Insurance

We understand being involved in an incident or having your motorcycle stolen can be a stressful experience. We are here to help you 24 hours a day. Contact us on 13 14 46.

Claims Details
GIO Claim Mate app

Letting us know about your motorcycle insurance claim is now easier on the go. To get started simply download the GIO Claim Mate app and set up you profile.

Call 13 14 46

Available 24 hours a day, every day to:

  • Lodge a claim, or
  • Enquire about an existing claim.
Information you need to provide
  • Your name, address and contact phone numbers.
  • The registration, make, year and model of your vehicle.
  • 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 and registration.
  • A brief description of the accident or theft, and the damage to your vehicle.

 

Policy Documents

Motor Vehicle Insurance Product Disclosure Statement
Motorcycle Insurance Product Disclosure Statement
Motorcycle Insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO. Please read the Product Disclosure Statement before you make any decision regarding this product. Contact us for a copy.