First Party Claims
Claims

The manner in which we treat each of our policyholders when handling a claim is fundamental to the way we do business.

How to make a claim
If you have a claim you may contact your insurance broker or you can contact Chubb direct as follows:

By email:

Property: aus.propertyclaims@chubb.com
Accident & Health (Travel): aus.ahclaims@chubb.com
Marine: aus.marineclaims@chubb.com

By phone:

Sydney: (02) 9273 0100
Melbourne: (03) 9242 5111
Brisbane: (07) 3227 5777
Perth: (08) 6211 7777

By mail:

SYDNEY
Citigroup Centre
Level 29, 2 Park Street
Sydney, NSW 2000 Australia

MELBOURNE
Level 14, 330 Collins Street,
Melbourne, Victoria 3000 Australia

PERTH
Level 1, 225 St George's Terrace
Perth, Western Australia 6000 Australia

BRISBANE
Level 13, 40 Creek St
Brisbane QLD 4000 Australia

Chubb will acknowledge your claim within 24 hours confirming receipt and provide you with the contact details of the claims handler. Chubb will consider the information you have provided and may request additional information in order to be able to accept your claim or assist you with your loss.

Service Standards
For a homeowner, the first step may be preventing further damage or securing temporary living quarters. For a business, it may involve finding ways to remain open or in production to meet deadlines. There will be times when our policyholders need emergency funds. In many instances Chubb Insurance can step forward immediately with an advance claim payment. In all other cases, it is our standard to issue payment within 48 hours of agreement to pay.

Prompt service is our goal. To help, we utilise computer and telecommunications networks to enhance our ability to respond to policyholders' claims. However, we view technology as an aid in serving policyholders, not as a replacement for personal contact.

Responses from Chubb Insurance customers
We continually assess how we measure up to our policyholder's expectations following the conclusion of their first party claims. Approximately 97 percent of our policyholders have given us very satisfied ratings. Our policyholders put it this way:

"One of the best insurance experiences I have had!!"
"Prompt and efficient claim handling is quite exceptional. Many thanks."
"I was very impressed by the professionalism of Chubb."
"I had 2 experiences now, one burglary and one fire - Chubb were fantastic with the fire and fair and prompt with the burglary."
"I only wished that all claims would receive the same attention!. It was, as stated, better than expected."
"Very good service - much better than my previous insurer."
"It is very satisfying to know that Chubb are behind my problems regarding insurance"
"Chubb are the most efficient insurers to deal with. Your services are excellent."
"Thank you for exceeding my expectations in every way."