Helping Australians better understand insurance.
Better understanding. Fewer surprises. More confident claims.
Why ClaimsCovered exists
ClaimsCovered was created from years of professional experience within the insurance industry and a belief that better understanding can create better outcomes for everyone.
Insurance plays an important role in protecting our homes, belongings, vehicles and businesses. Yet for something so important, it can often be difficult to understand - particularly when something has gone wrong and a claim needs to be made.
There can be a significant gap between what people believe their insurance will cover and what their policy was actually designed to cover. Insurance does not cover every loss or every circumstance. Policies have terms, conditions, limits and exclusions, and homeowners also have responsibilities such as maintaining their property and taking reasonable steps to protect it.
When those things are not understood before a loss occurs, the claims process can become confusing, frustrating and stressful. ClaimsCovered exists to help close that knowledge gap.
Helping consumers feel more confident
We believe people should be able to approach an insurance claim with a basic understanding of how the process works, what information may be required, what questions they can ask and where they can find further information if something does not make sense.
In many circumstances, consumers can communicate directly with their insurer and manage their own claim without automatically needing to pay someone else to do it for them. There will also be circumstances where someone chooses or needs professional assistance.
ClaimsCovered does not tell people whether they should or should not engage a particular service. Instead, we provide general educational information so consumers can better understand the process and make their own informed decisions about what support, if any, is appropriate for them.
Better understanding works both ways
ClaimsCovered is not about taking sides.
Consumers deserve clear communication, fair treatment and a reasonable level of service from the organisations they trust to protect them. At the same time, understanding what insurance is designed to cover - and what it is not - can help reduce misunderstandings and unrealistic expectations.
We believe there is an opportunity to improve understanding on both sides. Over time, ClaimsCovered also aims to contribute to conversations within the insurance industry about customer experience, communication and how the claims journey can be made easier for people to understand and navigate.
Improving trust in insurance is not simply about explaining policies to consumers. It is also about continually improving the experience provided when people need their insurance most.
Why it matters
Insurance underpins so much of everyday life. It helps protect homes, vehicles, businesses and livelihoods against risks that many people could not afford to carry themselves.
Our goal is simple: Better understanding. Fewer surprises. More confident claims.
Through practical education, loss-prevention information and plain-English explanations of insurance and claims, ClaimsCovered aims to help create more informed consumers, better conversations and greater trust between Australians and the insurance industry.