How Claims Are Handled

Support, guidance and advocacy when you need it most.

When something goes wrong from a break‑in, accident, fire, storm event, cyber incident or business disruption IRB – Insurance Risk Brokers is here to support you. Our dedicated claims consultants manage the process from start to finish, ensuring your claim is lodged correctly, handled efficiently, and escalated when needed.

We act as your advocate throughout the entire claims journey, so you don’t have to deal with insurers alone.

Your First Steps After an Incident

To streamline the process and protect your position, please follow these key steps:

1. Contact IRB – Insurance Risk Brokers Immediately

Notify your broker or claims consultant at IRB – Insurance Risk Brokers as soon as you become aware of any loss, damage or incident that may lead to a claim. Early notification helps prevent delays and protects your rights under the policy.

2. Let IRB – Insurance Risk Brokers Handle the Claim

Allow your claims manager at IRB – Insurance Risk Brokers to lodge and manage the claim on your behalf. This ensures the insurer receives accurate information and that your interests are protected throughout the process.

3. Prevent Further Damage

Take reasonable steps to secure the property and prevent additional loss. Examples include:

Covering exposed areas
Turning off water or power
Securing doors or windows
Moving undamaged items to safety

If you need emergency assistance, refer to our Emergency Contacts section.

4. Do Not Admit Liability

If a third party is involved (e.g., a customer injury or vehicle accident), do not admit fault or make promises. Simply provide factual information and refer all third‑party demands directly to IRB – Insurance Risk Brokers.

5. Refer All Third‑Party Communications to IRB – Insurance Risk Brokers

Any letters, emails, demands or requests from third parties must be forwarded to our claims team. Do not respond directly, we will manage this for you.

6. Document the Damage

Take clear photos and videos of all damage, including:

Impact areas
Surrounding environment
Serial numbers (if applicable)
Any temporary repairs

Good documentation strengthens your claim and speeds up assessment.

7. Speak to IRB – Insurance Risk Brokers Before Authorising Repairs

Do not approve repairs or replacement work until you have spoken with your claims consultant. Some insurers require quotes, assessments or approval before work begins.

Information We Need to Lodge Your Claim

To help us lodge your claim quickly and accurately, please provide:

Description of the incident
Date and time
Location where the incident occurred
Estimated loss or damage
Actions taken to minimise further loss
Photos or videos of the damage
Police report (if theft or malicious damage)
Any relevant invoices or receipts

If additional documentation is required, IRB – Insurance Risk Brokers will advise you.

Our Role During Your Claim

IRB – Insurance Risk Brokers manages the entire claims process, including:

Lodging the claim with the insurer
Coordinating assessors, repairers and specialists
Communicating with the insurer on your behalf
Providing updates and timeframes
Ensuring fairness and accuracy in assessment
Escalating delays or disputes
Advocating for the best possible outcome

If specific claim forms are required, we will provide them directly.