Notify a Claim or Incident

At HIFS, we believe that courteous, dependable claims management support service is the cornerstone of our relationship with our clients. When a claim occurs, we’ll work with you in a united effort to manage the claim handling process as efficiently as possible.
Where appropriate, and with your concurrence, we’ll also arrange for the engagement of specialist claims preparers to ensure your claim entitlements are maximised under your policy.


How do I make an Insurance claim?

Please call Logical on 1800 931 997 when something happens that you believe will result in a claim being made. Our office hours are Monday-Friday, 8am – 8pm. You can also email incident details to our dedicated email claims service: For after hours service please contact Lee Heron on 1800 931 997.

What you must do when you make a claim?

You must make your claim as soon as possible after you suffer a loss. Undue delays may prejudice your insurer by escalating the amount of the claim, incurring unnecessary legal costs or preventing any recovery action against third parties.

Below are some practical tips/guidelines that you can follow when an incident arises which may give rise to a claim.

Property Insurance

If the loss involves theft or loss of property, vandalism or malicious damage, the police must be advised. Your insurers may request a written report from the police;

  • If the loss involves water damage to carpet, immediately telephone a carpet firm to have the carpet dried, cleaned, stretched and/or lifted. If the carpet has shrunk to the extent that it cannot be re-laid, obtain two quotes for its replacement.
  • Obtain at least two quotes regarding the loss, retain colour photographs evidencing the damage and take any reasonable steps to minimise any further loss, including any urgent emergency works.
  • Keep the property that has been damaged so that it may be inspected by your insurers if required;
  • Tell us about any prosecution or inquest that may be held;
  • For any claims exceeding $3,000, a loss assessor may be appointed by your insurer.
  • Report claim to us as soon as practicable to enable prompt lodgement of the claim with your insurer.
  • Promptly send us any subsequent document you may receive regarding the claim.

Motor Claims

If an accident occurs, exchange names, addresses, registration numbers and obtain the third party’s insurance company details. Take photographs of the damage to your vehicle and the third party(s) vehicle where possible;

  • Note the location of the accident, time, date, road and weather conditions, including names and addresses of any witnesses.
  • The police should be advised if appropriate and required by law.
  • Retain details of the police station, reporting officer as well as police event number.
  • If the loss involves a third party, do not admit liability for the loss.
  • Report the accident to insurers as soon as practicable.


  • Complete a detailed incident report containing the third party’s name, date and time of loss as well as a full description of the loss. Include any relevant photographs and supporting documentation detailing the loss.
  • Do not give an interview or make any statements to a loss adjuster or other person investigating any incident unless such person is acting on behalf of your insurer.
  • Do not reply to any letters of demand (other than an acknowledgment of receipt of the correspondence) and/or to any Court proceedings. Forward same immediately to us for provision to your insurer.
  • A claim for damages involving a child may be made after many years after the incident, keep incident reports and records in a safe place.
  • Do not admit liability regarding the incident that may give rise to a claim against you.


What you must NOT do when you make a claim

You must not repair or replace any damaged property (any urgent emergency work excluded) without the insurer’s consent;
Do not pay, promise to pay, or offer payment, or admit responsibility for a claim.
If the claim is urgent and requires immediate action to prevent further damage, the insurers will usually consider costs incurred for emergency work, depending on the amount and of course, provided the claim is covered under the policy.

Claims Philosophy

Our claims philosophy is built on many key principles:

  • Act fairly in the interests of our clients in the event of a claim;
  • Assist our clients to understand overly technical policy interpretations
  • Assist our clients to reduce the cost and the number of claims through effective risk management strategies and
  • Assist our clients through difficult times

Our Service Locations

  • Pakenham
  • Glen Waverley
  • Dandenong
  • Wantirna
  • Toorak
  • Caroline Springs
  • Greensborough
  • Donvale
  • St Kilda
  • Southbank
  • Brighton
  • Boroondara
Contact Us

Feel free to call us on
1800 931 997
Monday - Friday, 8am - 7pm

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