Claims Process
Need to lodge a claim? We’re here to help
Step-by-step instructions to lodge a claim
Contact Us
Get in touch with your MBIB broker as soon as possible after the incident. The sooner we know, the sooner we can help
Document the Incident
Take photos, gather any relevant documents, and note the key details (date, location, what happened and who was involved)
Lodge Your Claim
We’ll help you complete and submit the claim form to your insurer. You can also submit directly via the claims portal by clicking the button at the bottom of this page
We Follow Up
Your broker will liaise with the insurer on your behalf and keep you updated throughout the process
Claims Guide
Contract Works/Material Damage
THINGS TO NOTE
- The costs to rectify Defective Works is not covered under a Contract Works/Material Damage Policy – only the resultant damage is covered
- Only damage occurring within the Period of Construction or Defects Liability Period can be covered by your Contract Works/Material Damage Policy
- Some MBIB policies cover damage caused by your sub-contractors. Contact your broker prior to starting works to understand if your sub-contractors are covered
- Insurers will assess the costs you claim for reasonableness. They will offer you what they consider the reasonable costs of repair/replacement
WHAT DO I NEED TO DO?
Have your works been damaged or destroyed during construction or the defects liability period?
- Contact emergency services if required eg. Police for malicious damage, SES, fire brigade etc.
- Take photos of all the damage.
- Conduct any works required to make the area safe or to prevent further damage. Ensure all costs are itemised separately to ongoing works not related to repairing damaged portions of the project or preventing further damage.
- Do not admit liability for the damage and do not agree to rectify the damage until after you have contacted your broker at Master Builders Insurance Brokers (MBIB) on 1800 150 888 for a discussion on your claim options.
- Your broker will advise if you can continue the repair works or if an assessor needs to view the damage prior to any repairs.
- We will send you the appropriate Contract Works/Material Damage claims form to fill out. Fill the claims form out as soon as possible after the occurrence whilst details of the damage is still fresh in the minds of all concerned.
- Also provide us with:
- Photos of the damaged areas
- Photos of the damaged areas prior to the damage occurring (if possible)
- A full copy of the signed contract between you and your client
Your contract should include:
- The contract price
- The start date of the works
- Estimated completion date of the works
- Actual completion date of the works
- The defects liability period
- Subcontractors’ details (if applicable)
- Subcontractors’ insurance details (if applicable)
- Invoices for the materials/works that were damaged (prior to damage occurring)
- Invoices to replace/rectify the materials/works that were damaged (after damage occurred)
- Our dedicated claims team will then handle your claim and be in contact with all important updates.
Motor Vehicle
WHAT DO I NEED TO DO?
- If there is damage to your vehicle (but it is driveable), advise Master Builders Insurance Brokers (MBIB) on 1800 150 888. We will then contact your insurer to get your vehicle assessed for repair.
- If your car vehicle is undrivable, have it towed to a place of repair, and then advise (MBIB) on 1800 150 888. We will then contact your insurer to get your vehicle assessed for repair.
I WAS IN A CAR ACCIDENT, WHAT PROCESS SHOULD I FOLLOW?
I HAVE ADVISED MBIB OF MY CLAIM, WHAT HAPPENS NOW?
MOTOR INCIDENT CHECKLIST
- Stay calm and assess the situation.
- Check if anyone is injured – call 000 if emergency services are required.
- Notify the police as soon as possible if:
- a person is injured or has died
- anyone’s property (not including vehicles) has been damaged as a result of the accident c. the other party involved doesn’t stop or won’t provide you with their details.
- Use your mobile phone to take pictures of the scene and vehicle damage (where safe to do so).
- Record details of other drivers involved:
- full name
- residential address
- phone number & email address
- licence number
- their insurance details
- Complete a claim form and notify MBIB of the incident as soon as possible.
Under no circumstances should you admit liability, either verbally or in writing.
This information is supplied to assist in having your vehicle repaired as soon as possible, and to assist your insurer where appropriate to recover the cost of your repairs from the other driver involved in the accident. It will also assist the insurance manager in your own office to prepare the necessary claim form.
Declined Claims
WHAT DO I NEED TO DO?
What is the IDR?
I have been through the AFCA process but my claim is still declined. Is there anything else I can do?
I have been through the IDR process but my claim is still declined. Is there anything else I can do?
Professional Indemnity
Professional indemnity claims can take many forms:
- Failure to provide promised services
- Acting without proper instructions
- Negligence when rendering professional services
- Providing poor quality, incomplete, or incorrect services
- Making mistakes, oversights, or accidental omissions
- Defamation
- Breach of contact
Please contact MBIB as soon as you become aware or circumstance which could give rise to a claim and before you appoint lawyers to assist.
An important feature of any Professional Indemnity: There is a “claims made” basis of cover. Essentially these forms of cover require immediate notification of:
- A claim against you or your company
- Any circumstances which may give rise to a claim under the policy.
If such circumstances are not reported to the insurer prior to expiry of the period of insurance, the insurer is not bound to provide indemnity under the policy.
In order to ensure that any entitlement to indemnity is preserved, your insurer must be advised of any incident which may give rise to a claim immediately when it comes to your attention and prior to the expiry date of the policy.
WHAT DO I NEED TO DO?
If a claim has been made against you, or there are circumstances which may result in a claim:
Do not admit fault or liability.
Contact your broker at Master Builders Insurance Brokers (MBIB) on 1800 150 888 as soon as possible for instruction on how to handle the claim for any of the following:
If you are unsure on whether a matter needs to be notified to your insurer
You receive a legal document, including a letter of demand, writ, summons, statement of claim
Otherwise contact MBIB on 1800 150 888 as soon as possible so that we can progress your claim.
Be careful!
Any costs that you incur prior to your insurer giving permission, may not be covered under your policy. MBIB recommends limiting all costs prior to your insurer granting you permission to incur those costs.We will send you the appropriate claims forms for you to fill out.
Fill out and send us back the claims forms as soon as possible after the occurrence whilst details of the incident is still fresh in the minds of all concerned.
Our dedicated claims team will then handle your claim and be in contact with all important updates.
In certain circumstances, your insurer will appoint lawyers to act on their behalf in defending the claim. They may ask you questions or require documentation from you. Please provide this to the lawyers at your earliest convenience.
If you require urgent legal advice, you should contact a lawyer.
However, you should note that you must continue to act as a prudent uninsured, and fight the claim as you would if you didn’t have any insurance.
How to make a claim in catastrophic circumstances
Mostly these claims will arise from losses involving such events as:
- Bushfires
- Floods
- Major Storms
- Cyclones
Master Builders Insurance Brokers recommends:
- Uploading all your important documents, insurance policies, invoices, photos and contracts to the cloud (eg Google Drive, Dropbox) and/or:
- Emailing those documents to your insurance broker who can save them on your file.
WHAT DO I NEED TO DO?
During a catastrophe
Get to safety.
Help out others in your care get to safety (only if it’s safe for you to do so).
After a catastrophe
Contact your insurer or insurance broker and notify them of the catastrophe.
Inform your insurer or insurance broker of the items or works that are damaged or destroyed and provide your insurer or insurance broker with:
Applicable claim(s) form (your insurer or insurance broker will send this to you).
The invoices for the items damaged or destroyed.
Signed contracts, for example building contracts.
Photos of items before and after catastrophe (if available).
Quotes for replacement/rectification (if available).
Your insurance broker or insurer will progress the claim on your behalf, giving you regular updates as they go.
Your insurer or insurance broker may contact you and request further documents or information.
Your insurer will likely appoint a loss adjuster or assessor who will be in contact with you. Their job is to assess the amount claimed for reasonableness.
My insurer declined (or partially declined) my claim. What now?
If your insurer declines the claim, they will provide you with the reasoning for the decline and also information on their Internal Dispute Resolution (IDR) process. This is a service that all insurers are required to provide. The IDR process will review the reasons for the claim being declined and provide you with their reasoning why they agree or disagree with the decline.
If the IDR process agrees that the claim should be declined, you may still be able to commence an External Dispute Resolution process via the Australian Financial Complaints Authority (AFCA). More information on that process can be obtained from your insurer, insurance broker or the AFCA website: afca.org.au
Public and Products Liability
Under no circumstances should you admit liability, either verbally or in writing.
Public & Products Liability covers your liability for third party property damage or injury, during construction and after the project has been completed.
WHAT DO I NEED TO DO?
I have been made aware of an incident that may give rise to a claim, what should I do?
Ensure that you and those around you are safe.
Call the police or emergency services as required.
Take all necessary precautions (if safe to do so) to protect the property from further loss or damage.
Take photos and obtain all details you can of the incident, the third party and any witnesses.
For any worksite incident, make sure to contact the relevant worksafe authority, if applicable.
In all cases, contact Master Builders Insurance Brokers (MBIB) on 1800 150 888 immediately for advice on how to handle the matter. Our dedicated claims team will give you advice on how to best respond to the situation.
We will then advise your insurer of the circumstances that may give rise to a claim.
Forward all letters of demand, writs / summonses to MBIB immediately after you receive them.
In certain circumstances, your insurer will appoint lawyers to act on their behalf in defending the claim. They may ask you questions or require documentation from you. Please provide this to the lawyers at your earliest convenience.
If you require urgent legal advice, you should contact a lawyer.
However, you should note that you must continue to act as a prudent uninsured, and fight the claim as you would if you didn’t have any insurance.Be careful!
Legal costs you encounter prior to lawyers being appointed by the insurer may not be covered under your policy. MBIB recommends that if possible, you do not appoint lawyers until directed to do by your insurer.Do not speak to anyone or make any statement to any investigator or loss adjuster unless advised by MBIB, your insurer or their lawyers.
Do not speak to the third party other than to acknowledge receipt off the claim and that the matter is with your insurer. You may contact MBIB for advice on managing communication with third parties.
Industrial Special Risks / Commercial Package
(Property & Business Interruption)
Mostly these claims will arise from losses involving such events as:
- Fire
- Storm
- Flood
- Explosion
- Theft / Burglary
- Malicious Damage
- Breakage – Accidental Damage
- Impact by Vehicles
MBIB recommends:
- Uploading all your important documents, insurance policies, invoices, photos and contracts to the cloud (eg Google Drive, Dropbox) or:
- Emailing those documents to you Insurance Broker who can save them on your file
WHAT DO I NEED TO DO?
If something happens to cause loss of or damage to your property:
Ensure that you and those around you are safe.
Call the police or other emergency services as required. Any loss by theft or wilful or malicious damage should immediately be reported to the nearest police station and you should request a copy of police report.
Take all necessary precautions (if safe to do so) to protect your property from further loss or damage.
Take photos of all damaged items/areas and obtain all details you can of the incident, amount of loss and any witnesses.
Contact your broker at Master Builders Insurance Brokers (MBIB) on 1800 150 888 as soon as possible for instruction on how to handle the claim.
We will send you the appropriate claims forms for you to fill out and ask you for evidence of the loss (eg. quotes, invoices, photos, contracts, witness details etc).
Fill out and send us back the claims forms as soon as possible after the occurrence whilst details of the incident is still fresh in the minds of all concerned.
Our dedicated claims team will then handle your claim and be in contact with all important updates.
Theft of Tools
If your tools are stolen, proof of ownership is vital for a quick resolution and ensuring you obtain adequate claim compensation. Your proof of ownership process should start the moment a tool is purchased, not the moment you discover a theft.
Purchased new tools for your business?
Take a photo of the tools and the purchase invoice and store them online for easy access in the event of a claim.
Save your proof of purchase
Proof of purchase documentation should be easily found and can be stored in:
✔ A ‘Proof of Ownership’ album on your phone’s camera roll
✔ Dropbox
✔ Google Drive
Depending on your policy and your insurer, the amount of depreciation that will be applied to your tools can vary. This amount is then deducted from a settlement offered by your insurer. By providing proof of ownership by way of reciepts, photos and/or asset register, to confirm age and condition, you’re helping to minimise the amount of depreciation applied to your claim.
WHAT DO I NEED TO DO?
If your tools have been stolen:
- Take photos of the forced entry (e.g. cut fences or locks, a broken toolbox, a damaged canopy). If there is any malicious damage, ensure that you take photos of that malicious damage as well.
- Contact your local police station to lodge a report. Obtain a police/crime report number.
- Contact your broker at Master Builders Insurance Brokers (MBIB) on 1800 150 888 as soon as possible for instruction on how to handle the claim.
- We’ll send you a Claim Form if required and a list of documents you’ll need to provide.
- Complete the Claim Form (ensuring your ABN and Input Tax Credit entitlement are included) and all claims documentation as soon as possible after the occurrence whilst details of the incident is still fresh in the minds of all concerned.
- Create a list of stolen items which includes the name of the item, date purchased and quote for replacement.
- Send the completed Claim Form, list of stolen tools, proof of ownership, and quotes for replacement to MBIB, who will then lodge this with your insurer.
Input Tax Credit Percentage
What is Input Tax Credit?
An Input Tax Credit (ITC) (also known as a GST Credit) is a claim for a credit for any Good and Services Tax (GST) included in the price your business pays for goods and services.
How do I know what my ITC percentage is?
In most cases, clients who are registered for GST claim 100% as their ITC percentage.
However, if you purchase goods and/or services for both personal and business use, your ITC will be less than 100%.
Remember that you can only claim the ITC percentage for the portion of your purchase that relates to your business use.
Your accountant or bookkeeper is the best person to contact to ask what you currently claim as your ITC percentage.
Since GST is charged at 10% of the purchase price. Shouldn’t my ITC percentage be 10%?
No. The ITC considers the portion of your purchases that are for business use. It is not a tax on the goods and services you purchase.
Although the ITC is related to GST, the ITC is a separate credit.
Visit the Australian Taxation Office’s website for more information on the ITC:
WHAT DO I NEED TO DO?
You can claim an ITC if:
your business is registered for GST
you intend to use your purchase solely or partly for your business, and the purchase does not relate to making input-taxed supplies
the purchase price included GST
you provide or are liable to provide payment for the item you purchased
you have a tax invoice from your supplier (for purchases more than $82.50).
Workers Compensation
Workers compensation is a form of insurance payment to employees if they are injured at work or become sick due to their work.
Workers compensation includes payments to employees to cover their:
while they’re not fit for work
medical expenses and rehabilitation
Employers in each state or territory must take out workers compensation insurance to cover themselves and their employees.
WHAT DO I NEED TO DO?
If an employee is injured at work, or becomes sick due to their work:
When an employee sustains an injury as a result of an accident arising out of or in the course of his or her employment, the particulars of the injury should be reported to the employees supervisor who will:
a. ensure injury detail is recorded in the appropriate register
b. arrange for necessary claim forms to be completed
For any worksite incident, make sure to contact the relevant worksafe authority if applicable.
In the event of a serious accident where there may be a possibility of Common Law action against the Company, your Company Secretary or other designated officer must be advised immediately.
Contact your broker at Master Builders Insurance Brokers (MBIB) on 1800 150 888 as soon as possible for instruction on how to handle the claim.
We will send you the appropriate claims forms for you to fill out.
Fill out and send us back the claims forms as soon as possible after the occurrence whilst details of the incident is still fresh in the minds of all concerned.
Our dedicated claims team will then handle your claim and be in contact with all important updates.
In certain circumstances, your insurer will appoint lawyers to act on their behalf in defending the claim. They may ask you questions or require documentation from you. Please provide this to the lawyers at your earliest convenience.
If you require urgent legal advice, you should contact a lawyer.
However, you should note that you must continue to act as a prudent uninsured, and fight the claim as you would if you didn’t have any insurance.
Be careful!
Legal costs you encounter prior to lawyers being appointed by the insurer may not be covered under your policy. MBIB recommends that if possible, you do not appoint lawyers until directed to do by your insurer.
Marine and Transit
Your cargo should always be inspected on arrival.
All external container surfaces should be inspected for damage, and door seals and rust spots checked for water leaks. If damage is evident, the extent and type of damage should be noted on the delivery documentation.
WHAT DO I NEED TO DO?
If something happens to cause loss of or damage to your property:
If goods are delivered in a damaged condition or if there is any reason to suspect damage, the attention of the Carrier’s or Shipper’s Representative should be immediately drawn to the damage and the delivery receipt noted accordingly. In the event of suspected damage, it is suggested that the receipt be noted “Goods believed to be damaged. Accepted subject to survey in store”.
If there has been any malicious damage, burglary or theft, the police should be notified, and a police report number obtained.
Take photos of all damaged items.
Contact your broker at Master Builders Insurance Brokers (MBIB) on 1800 150 888 as soon as possible for instruction on how to handle the claim. It may be necessary to appoint a surveyor/ assessor.
We will send you the appropriate claims forms for you to fill out and ask you for evidence of the loss (eg. quotes, invoices, photos, contracts etc).
Fill out and send us back the claims forms as soon as possible after the occurrence whilst details of the incident is still fresh in the minds of all concerned.
Our dedicated claims team will then handle your claim and be in contact with all important updates.
Existing Client Support
Not sure which category fits you?
That’s okay — we work with all kinds of construction businesses. Talk to us and we’ll point you in the right direction.