Claims

Regis Licensing Pty Ltd (AFSL 338156) is authorised to provide claims handling and settling services. We manage claims from first notification through to settlement.

If something has happened, tell us as soon as you can. You do not need to have all the details, and you do not need to work out whether you are covered before you contact us — that is our job.

How to notify a claim

Phone 1300 395 838, Monday to Friday, 

Email:claims@regislicensing.com.au]

OnlineComplete the claim form on this page 

Post: Claims Team, Regis Licensing Pty Ltd, Level 11, 1 Eagle St, Brisbane 4000

After hours and emergencies 1300 395 838 

In an emergency, always call 000 first. Make sure people are safe and take reasonable steps to prevent further loss or damage before contacting us.

What to have ready

You do not need all of this to lodge a claim, but it will help us move quickly:

1. your policy, certificate or membership number
2. the date, time and place of the incident
3. a description of what happened
4. photographs of any damage
5. police, fire brigade or incident report numbers, where relevant
6. repair or replacement quotes, invoices or receipts
7. details of any other party involved, including their insurer if known
8. names and contact details of any witnesses

Please do not dispose of damaged property, or authorise repairs beyond what is needed to make the situation safe, until we have spoken with you.

What happens next

1. Acknowledgement. We will acknowledge your claim within one business day and give you a claim reference number and the name of the person handling it.

2. Assessment. We will review your claim against the terms of your policy or the fund's rules. We may need further information from you, appoint a loss adjuster or assessor, or arrange an inspection. We will explain why anything is needed before we ask for it.

3. Updates. We will keep you informed of progress at least every [X] business days, and immediately if anything significant changes.

4. Decision. We will tell you our decision in writing, along with the reasons for it and the policy or rule provisions we have relied on.

5. Settlement. Once your claim is accepted and any excess or contribution is settled, we will arrange payment, repair or replacement as your cover provides.

How we support you

Our role is to make the process as straightforward as we can. We will:

explain your cover and what it means for your claim in plain language

deal with the insurer, reinsurer or fund on your behalf and advocate for a fair outcome coordinate assessors, repairers and other third parties

keep you informed and answer your questions tell you promptly if there is a problem with your claim, and explain your options

If you disagree with a decision about your claim, or with how your claim has been handled, you can ask us to review it through our complaints process. See or Complaints page, or call 1300 395 838.

If you need extra support during your claim, including an interpreter, the National Relay Service, or help because of financial hardship or difficult personal circumstances, see Support for Our Clients.