Claims Information

The following information is designed to provide assistance in procedures to be followed in the event of any incident that might give rise to a claim occurring under any of your insurance policies. For any claims types that aren't listed below, please contact your local BIS representative for assistance immediately.

All claims (except where otherwise agreed and noted herein) are to be reported immediately to BIS. Any claim not lodged within thirty days may not be considered due to late notification.

To enable the processing of the claim without delay and to minimise the possible damage or injury incurred, it is important that the following action be taken.

  1. All reasonable steps should be taken following an accident or loss to protect the property or person from any further damage or injury.
  2. Any incident which may give rise to a claim should be immediately reported to BIS to avoid any potential for denial of liability from underwriters alleging late notification.
  3. Any loss by theft and/or wilful or malicious damage should be immediately reported to the nearest Police station.
  4. Comply with the relevant claims procedure specific to the class of insurance for which the claim applies to.
  5. Complete the correct claim form and attach all associated claims documents. 
  6. Forward claim documentation including any supporting papers to the Insurance Administrator in your State or BIS.

Specific Types of Claims

Industrial Special Risks Property (Material) Damage

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Generally, such claims relate to loss or damage to your property which may involve events such as fire, storm, explosion, flood, theft/burglary, malicious damage, etc.

Where there has been loss or damage to your property:

  1. Take all reasonable steps to protect property from any further loss or damage.
  2. 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 details of the attending Police noted.
  3. Report immediately by telephone to the Insurance Administrator in your State who will advise what further action is required and will forward the necessary claim form.
  4. Where required, complete a Claim Form and all claims documents as soon as possible after the occurrence whilst memory of the incident is still fresh in the minds of all concerned.
  5. Ensure full cooperation with the Loss Adjuster appointed by your underwriter.


Business Interruption (BI)

This section relates to the consequential loss of profits that may occur as a result of a material damage loss, covered under the Industrial Special Risks policy.

In the event of a loss, the following steps should be taken:

  1. Immediately inform BIS of a potential BI Loss.
  2. Consider appointing a Risk Accounting Consultant to represent your interests in:
    - Estimating Loss.
    - Exploring appropriate loss mitigation initiatives.
    - Establish a plan to prepare claims for the purpose of restoring cash flow.
    - Assist in managing and responding to requests raised by the underwriter’s appointed Loss Adjuster.
    - Collate necessary information required by the Loss Adjuster.
  3. Set up separate ledger accounts to capture all additional costs.
  4. Copy all related invoices and create separate files for the purpose of substantiating any claim.
  5. Inform all sales staff to record details of sales orders placed which cannot be met due to interruption.
  6. Do all things reasonably practicable to minimise interruption to business.

General and Products Liability

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Under No Circumstances Must Liability Be Admitted Either Verbally Or In Writing

Upon the happening of any incident likely to give rise to a claim, the following points must be noted:

  1. All reasonable steps should be taken following an accident or loss to protect the person or property from any further injury.
  2. Advice must be forwarded to BIS, together with originals of all correspondence received from a third party and any other supporting documentation (e.g. incident report)
  3. Where an Incident Report is to be completed, bear in mind the following:
    Be Discreet – Do not complete the Incident Report in front of the injured person.  This may signal that an insurance claim may be possible.
    Be Specific – Remember, the report you write may be forwarded to your underwriter for assessment and evaluation purposes and may be admitted as evidence in court. Be specific and comprehensive in your details.
    Provide Full Details – Detail (no matter how trivial it may seem at the time), is the most essential component of your Report.  In most instances, if the claim ever reaches a court of law, it may be several years down the track.  Nobody will remember the specifics unless you write them down at the time of the Report.
  4. No correspondence should be entered into with a third party except acknowledgement of receipt of the claim.  The acknowledgement letter should read as follows:

    "Without Prejudice"

    We acknowledge receipt of your correspondence concerning an incident at [Location].  This is receiving our attention
  5. Do not give any interview or make any statement to a Loss Adjuster or other person investigating any accident or damage unless such person is acting on behalf of your underwriter.


Motor Vehicle  (Optional Policy)

All Insureds’ authorised to drive a vehicle must familiarise themselves with this procedure

  1. In the event of an accident:
    - Stop and exchange names and addresses with any other party involved.
    - Record registration number and make of any other vehicle.
    - Ensure that the exact location of the accident is noted, together with times and conditions of Road (e.g. slippery – following heavy rain).
    - Record names and addresses of as many witnesses as possible at the scene of the accident.
    - Report accident to Police if required to do so by State Motor Traffic Law or By-Law.
    - Discussions concerning negligence of either party involved in the accident must not be entered into.


Corporate Travel


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Overseas Emergency Assistance

Travel Emergency Cards has been issued by your Corporate Travel underwriter and can be obtained from BIS.

These cards contain a reverse charge telephone number (as follows) which will allow a traveller to access emergency assistance:

     +61 2 8907 5995

           Reverse Charge

Emergency assistance may include one or more of the following services but only if they are considered necessary and organised by your underwriter’s Emergency Assistance service:

  • repatriation by the most appropriate method including, if necessary, the use of air services. Repatriation will be to the most suitable hospital or to the Insured Person's home address;
  • payment of evacuation expenses, including necessary expenses incurred for qualified medical staff to accompany an Insured Person;
  • payment of other emergency assistance expenses;
  • worldwide 24 hour telephone access;
  • emergency travel assistance;
  • emergency medical evacuation;
  • medically supervised repatriation;
  • assistance in replacing a lost or stolen passport;
  • legal assistance;
  • interpreter access and referral;
  • compassionate visit if traveling alone and hospitalised for more than a week;
  • assistance in tracing delayed or lost luggage; and
  • payment of approved medical services by claims process or redirection of hospital accounts.

All Other Claims (Non-Emergencies)

  1. Where there has been loss or theft/burglary of luggage, personal effects, travel documents, laptop computers, money and credit cards, report the loss to the local police or responsible officer of any airline or vessel on which you are travelling. A copy of the police report or the airline’s acknowledgment and their reply for compensation must be retained and forwarded to your underwriter.
  2. Complete the Corporate Travel Claim Form and attach additional supporting documentation such as:
    - quotes for replacement baggage.
    - overseas medical invoicesinvoices/receipts for emergency purchases of clothing etc.
    - documentation to support curtailed travel due to illness (e.g. doctors certificate and travel invoices to verify amount claimed).
    - confirmation from airline, hotel and/or police if items are lost or stolen
  3. Forward the completed Claim Form, together with all supporting documentation to BIS together with a short covering summary outlining brief circumstances of the claim.


Personal Accident

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In the event of injury, an Insured Person must:

  1. Follow medical advice from a legally qualified and registered medical practitioner as soon as possible after sustaining the injury.
  2. Promptly advise BIS of the occurrence.
  3. Complete the relevant Claim Form and forward it to BIS without delay.
  4. Undergo any medical examination by a doctor appointed by the underwriter if required.
  5. Provide the underwriter with any additional information which they may require about the claim e.g. doctors’ report.
  6. When lodging a claim, an Insured Person must advise the underwriter of any other insurance that may cover the same injury.