Emergency and Disaster assistance

You can make a claim by completing an online notification form or calling us on 1800 810 213.

The more information you can provide us with, the sooner we will be able to review your claim

You will always need to provide the following details:

• Insured name
• Policy number
• Your personal details
• The date of loss/incident and the loss address
• A detailed description of the incident

Details of any other parties involved

Once your claim is lodged, you will receive a unique claim number. A Claims Specialist will be assigned to manage your claim and they will contact you regarding the next steps.

Your unique claim number will be your ongoing reference, please ensure that you provide your claim number when calling or emailing us.

To ensure that you receive the best outcome from making a claim, we recommend that you lodge your claim prior to arranging any repairs/replacement.

In most instances we will be able to assist you in facilitating repairs/replacement through our reputable supplier network.

You can call the Guild claims team Monday to Friday 9:00am – 5:00pm (AEST) to obtain an update on any existing claim.

If you are unsatisfied with the progress of your claim or if you wish to dispute a decision we have made, the first thing you should do is let us know.

Stage 1 - Contact Us

Contact your Claims Specialist to discuss your concerns.

Stage 2 – Internal Review

Let your Claims Specialist know that you wish to have your claim reviewed by a Team Leader or Manager.

Stage 3 – External Review

If our previous attempts have not resolved your concerns, we will refer you to the Financial Ombudsman Service (FOS) who will complete an external review.