Claims – We're onto it

We’re onto it.

Our Claims Process.

Lodge

Assess

Action

Track

Resolve

 

We’re ready to deal with any size claim.

ONE EVENT.
ONE EXCESS.

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You have a home and car insured with us.

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A storm hits and causes damage to your car and home.

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You make a claim on your car and your home insurance policies and only need to pay the higher of the two excesses, not both.

We’re on standby and on point.

We’re onto it.
So you can
be too.

Indicative process for approved claims.

We’re out
there when
it counts.

Claims FAQs

Still have questions about making a claim or how we handle the process? You might find the answers here.

Where do I start?

Lodging a claim with us is simple. Just call 13 YOUI (9684) to speak with a Claims Advisor. Alternatively, start your claim online or via the Youi app.

What information do
I need to provide
when making a claim?

/ Your policy number

/ A description of what happened, when and where

/ The type and extent of the damage caused

/ Details of anyone else who was involved such as name, address, licence and/or registration number

/ Police Incident number (if the police were called)

What if I don’t know my policy number?

If you don’t have access to your policy number, that’s ok. The following information will help us locate your policy details:

/ The policyholder’s name, address or date of birth or;

/ For vehicle claims, the registration number of the insured vehicle or;

/ For home claims, the address of the insured property.

How long do I have to lodge a claim?

You have 30 days from the date of the incident to lodge a claim; however it’s a good idea to contact us as soon as you’re able to. Call us 24/7 on 13 YOUI (9684). Alternatively, start your claim online or via the Youi app.

Do I need to fill out any forms?

No, that’s our job. You just need to contact us with the details and we’ll take it from there.

Does Youi have its own assessors?

We sure do. For complex home and vehicle claims, a Youi assessor will be the one to conduct the assessment. For other types of claims, our network of top quality service providers will conduct the assessment and send their report back to us.

What excess do I have to pay when I
make a home and contents claim?

There are some circumstances where an excess will not apply. If you are required to pay an excess when making a claim, this may happen at the time of lodgement, or further through the process. The following excesses may apply to your claim and will be shown on your policy schedule:

/ Basic Excess
This is the first amount payable by you on any claim.

/ Additional Excess
In some circumstances, an additional excess may apply to your claim.

/ One Excess
If you have more than one Youi policy and you lodge a claim for damage that occurs at the same address arising from the same single event, only one excess will be payable.

How will my home insurance claim
be settled?

We’ll settle your claim by either:

/ paying for the reasonable cost of repairs;

/ paying to you an amount equal to the reasonable cost of repairs;

/ paying to you the value of your insured property; or

/ replacing your insured property.

What excess do I have to pay when
I make a car claim?

There are some circumstances where an excess will not apply. If you are required to pay an excess when making a claim, this may happen at the time of lodgement, or further through the process. These excesses may apply to your claim and are on your policy schedule:

/ Basic Excess
This is the first amount payable by you on any claim.

/ Additional Excess
In some circumstances, an additional excess may apply to your claim.

/ Unlisted Driver Excess
If the car was driven by a driver who is not noted on the policy schedule (and who is not otherwise excluded), an additional unlisted driver excess will apply.

/ Windscreen Excess
The windscreen excess is the same as the basic excess unless you choose the option to reduce your excess for windscreen claims.

/ One Excess
If you have more than one Youi policy and you lodge a claim for damage that occurs at the same address arising from the same single event, only one excess will be payable.

If my car is damaged in an accident,
can I choose my own repairer?

Yes – this is optional cover you can select to add to your policy. If you have this optional cover, we will pay for the fair and reasonable costs of repairs as determined by us. These repairs may be carried out by a repairer from outside our repair network.

What excess do I have to pay when
I make a motorcycle claim?

There are some circumstances where an excess will not apply. If you are required to pay an excess when making a claim, this may happen at the time of lodgement, or further through the process. These excesses may apply to your claim and are on your policy schedule:

/ Basic Excess
This is the first amount payable by you on any claim.

/ Additional Excess
In some circumstances, an additional excess may be applied to your claim.

/ Unlisted Rider Excess
If the motorcycle was ridden by a rider who is not noted on the policy schedule (and who is not otherwise excluded), an additional unlisted rider excess will apply.

/ Windshield Excess
You have the option to reduce your excess for windshield claims. If you do not choose this option, the windscreen excess will be the same as the basic excess.

/ One Excess
If you have more than one Youi policy and you lodge a claim for damage that occurs at the same address arising from the same single event, only one excess will be payable.

What excess do I have to pay when
I make a watercraft claim?

There are some circumstances where an excess will not apply. If you are required to pay an excess when making a claim, this may happen at the time of lodgement, or further through the process. These excesses may apply to your claim and are on your policy schedule:

/ Basic Excess
This is the first amount payable by you on any claim.

/ Additional Excess
In some circumstances, an additional excess may be applied to your claim.

/ One Excess
If you have more than one Youi policy and you lodge a claim for damage that occurs at the same address arising from the same single event, only one excess will be payable.

What excess do I have to pay when
I make a caravan and trailer claim?

There are some circumstances where an excess will not apply. If you are required to pay an excess when making a claim, this may happen at the time of lodgement, or further through the process. These excesses may apply to your claim and are on your policy schedule:

/ Basic Excess
This is the first amount payable by you on any claim.

/ Additional Excess
In some circumstances, an additional excess may be applied to your claim.