Making a claim - Motor Insurance

Making a claim
What you must do when you make a claim
  1. Contact Shannons
  2. At the scene of an accident
  3. If a crime is suspected
  4. Prevent further loss
  5. Cooperate with us at all times
  6. Assist us with your claim
  7. Providing proof of ownership and evidence of the value of your vehicle
  8. Pay your excess
  9. Track your claim with claim mate
What you must not do when you make a claim
  1. Admit fault
  2. Authorise repairs
  3. Dispose of damaged goods
 

CONTACT SHANNONS

If you have an accident or your vehicle is stolen, you can call Shannons on 13 46 46 or use the Shannons Claim Assistant App to start the claims process.

Shannons Claim Assistant App allows Shannons policyholders to collect accident information at the scene and tell Shannons about it. We'll then contact you within two working days to start the claim process.

SHANNONS CLAIM ASSISTANT APP

Free download for Apple from the App Store or for Android from Google Play or Samsung Apps

The Claim Assistant app takes you step by step through the claim notification process, letting you capture all the information about the event, at the time that it occurs. The details of drivers involved, their vehicles, a description of what occurred along with photos of the accident and GPS tracking of the location, all saved in the app then sent to Shannons. Once you have provided us with these details via the Claim Assistant app, we will be in touch with you within two working days to advise you what happens next.

Of course you can always call us in the event of a claim, 24 hours a day, on 13 46 46.

You must promptly forward any writ, summons or letter of demand which you receive relating to any legal proceeding or demand against you, if relevant to any policy cover we provide.

At the scene of an accident

Depending on the laws in the location where the accident occurs, you may need to contact the police immediately. For example, when someone has been injured or if vehicles are blocking a roadway. If possible, get the full name, address and phone number of each of the drivers involved in the accident, as well as their vehicle registration numbers and insurance details. All of these details can be saved in the Shannons Claim Assistant App.

If a crime is suspected

Immediately advise the police of any malicious damage, theft or attempted theft. You will need to give us the name of the police officer, the police station reported to and the date reported, or the police report number.

Prevent further loss

Do everything you reasonably can to prevent any further loss, theft or damage from occurring.

Cooperate with us at all times

When requested, you will need to provide us with all proofs, information, co-operation and assistance in relation to a claim including giving evidence in court if necessary.

Assist us with your claim

You, or the driver of your vehicle, will need to give us any information deemed relevant to your claim, which we may need in order to handle, assess or investigate your claim, and to arrive at a settlement of your damage or loss. If we require, you, or the driver of your vehicle, will need to be interviewed by us (or our agent).

You will need to make your vehicle available for inspection by us or our representative, and if we require, deliver your vehicle to us. You may need to provide us with your permission to tow your vehicle to a place nominated by us, such as a repairer.

If you make a claim and we wish to recover the amount we have paid from another person, you, and any other person entitled to cover under this policy, must give us any information and help that we may reasonably require.

Providing proof of ownership and evidence of the value of your vehicle

When requested, you will need to provide us with evidence of ownership and value of your vehicle including any modifications and/or accessories. Some acceptable proof of ownership and evidence of value documents are listed below:

  • Registration of the vehicle.
  • A contract of sale.
  • Photographs.
  • Receipts, bank and credit card statements.

If you are unable to provide us with the proof of ownership and/or the evidence of value we require, we can potentially reduce or refuse to pay your claim.

Pay your excess

You may be required to pay us one or more excesses in respect of your claim. We will tell you when an excess is payable. For further information on excesses applicable to your policy, please refer to page 43 of the PDS.

TRACK YOUR CLAIM WITH CLAIM MATE

Shannons Claim Mate allows you to view and manage your claim online. You must register online with details of a current Shannons policy. Then, when you have an active claim, you can follow its progress with the option of changing your vehicle's assessment booking time, paying your claim excess or completing other permitted transactions. Register or login now.

Admit Fault

You must not admit fault or liability to anyone, offer, agree or promise to settle any claim without our prior consent. If you do so, we can refuse to pay your claim.

Authorise repairs

Following a loss, you should not carry out or authorise any repairs or arrange replacement of any property without our prior consent (other than emergency repairs up to $500). If you do so, we can refuse to pay your claim.

Dispose of damaged goods

You will need to keep any damaged property for inspection and assessment of repair costs by us or our representative.

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