What Actually Happens When You Claim Through a Broker
The step-by-step reality of a broker-managed claim — and why it beats calling an insurer's 1800 number alone.
The true test of any insurance arrangement is claim time. It's also where the difference between buying direct and using a broker becomes most obvious. Here's exactly what happens when a Stonewell client claims.
Step 1: You call us, not the insurer
One call to your broker starts everything. We take the details, tell you immediately what your policy covers, what excess applies, and what to do next — including urgent make-safe repairs you're allowed to arrange right away.
Step 2: We lodge and manage
We prepare the claim to give it the best chance of fast acceptance, lodge it, and chase the insurer for a decision. If an assessor is appointed, we attend to represent your interests — you're never alone in that conversation.
Step 3: We negotiate the outcome
Scope of repairs, cash settlement figures, replacement values, business interruption calculations — these are all negotiable, and insurers know brokers know it. If a claim is unfairly declined, we escalate through internal dispute resolution and beyond.