Insurance claim troubles? We step in to help you get what you’re owed.
Turn frustration into resolution with expert
insurance claims support
Dealing with an insurance claim can be confusing, time-consuming, and downright frustrating – especially when the payout you’re offered doesn’t come close to covering your actual loss. Whether you’re facing delays, lowball offers, or just don’t know where to begin, we’re here to help.
Our Guardian Claims Solutions service is designed to take the stress out of the process and ensure you get a fair outcome. Best of all, this service is not limited to Guardian clients, anyone can access our expertise.
Insurance is meant to protect you, but when it comes time to claim, many people find themselves underpaid or overwhelmed. With over 30 years of experience handling claims across everything from material damage to financial loss, we know how to navigate the process and advocate for your best interests.
Our job is to make sure your insurer upholds their end of the deal: to return you as close to the same financial position you were in before the loss occurred.
When you appoint Guardian to assist with your claim, we get to work straight away. We begin by reviewing your policy to determine exactly what you’re entitled to, then assess your loss and gather all the necessary supporting evidence. From there, we handle communication with your insurer on your behalf, negotiating a fair settlement that truly reflects the cost of your loss. Throughout the process, we keep you informed every step of the way.
Whether it’s storm damage to your property, business interruption, or another type of financial loss, we’re on your side.
How we helped Malcolm secure a fair insurance payout after fire damage
The situation
In May 2015, Malcolm’s home was badly damaged by fire. His insurer began managing the claim and appointed their internal loss adjuster to oversee repairs. Although some work started, the process stalled when it was discovered that the home’s footings were also damaged.
The insurer brought in an independent engineer who claimed the damaged footings were unrelated to the fire. With around $70,000 already spent on repairs, the insurer stopped work and told Malcolm he’d need to pay for footing repairs – estimated at $20,000–$40,000 – before they’d continue.
By August 2016, more than a year after the incident, Malcolm was still displaced and living with his parents. His insurer offered him a cash settlement of $116,955, which fell well short of the amount needed to complete repairs. Stuck, under stress, and unsure of his rights, Malcolm didn’t know where to turn.
How Guardian got involved
Fortunately, Malcolm spoke to some friends who were clients of Guardian Insurance Brokers. They encouraged him to speak with our team, and that conversation changed everything.
Malcolm’s main concerns were:
- Not being able to afford the footing repairs himself
- Uncertainty about whether the insurer’s offer would actually cover the cost of completing the work
- Difficulty accessing the engineering reports and repair scopes the insurer was using to justify their decision
He also hadn’t been provided with clear or timely support from his insurer, and after more than a year, he was no closer to being back in his home.
Our approach
After meeting with Malcolm, we quickly gathered all the relevant documentation, including the insurer’s engineer’s report and repair scope. To get a realistic picture of what was still required, we engaged our trusted insurance building specialist, to review the remaining work and provide an updated cost estimate. Their assessment confirmed Malcolm’s concern. At least $150,000 was still needed to finish the job , well above the cash offer.
The challenge
The big question was: Had his insurer acted fairly? And did the policy allow for more than what had been offered?
We believed that if the insurer had properly assessed the property before starting repairs, the footing issue would have been picked up early, not halfway through. We argued that:
- The insurer should either pay to complete the repairs (including footings),
- Or offer a cash settlement that accurately reflected the real cost to fix the home,
- Or allow an independent building surveyor to assess the true value of the outstanding work.
The outcome
His insurer agreed to bring in a Chartered Quantity Surveyor for an independent review. While the insurer had already gathered two builder quotes to support their position, our builder’s figures suggested far more work was needed.
The independent surveyor confirmed this, putting the total cost of remaining repairs at $246,400.
As a result, the insurer substantially increased their offer. After further negotiation, including identifying extra items with Malcolm’s help, we secured a final settlement of $255,000.
We also negotiated for the insurer to cover our $2,000 fee directly, bringing the final payout to $257,000, with $138,045 more in Malcolm’s pocket than he would have received without our help.
Life after the claim
Thanks to the final settlement, Malcolm decided to sell the damaged property and use the funds to start fresh. He personally visited our office to express his gratitude, a moment that meant a lot to our team.
As a bonus, we also helped Malcolm avoid having to restart his university studies. With the long delay caused by the insurance process, he had deferred his course and was at risk of losing his completed subjects. We provided a formal letter outlining the situation, which helped him maintain his academic progress.
Summary
Claim type: Fire damage (Domestic Home)
Original offer: $116,955
Final payout: $257,000 (including Guardian’s fee)
Client gain: $138,045
Time to resolution: August 2016 – July 2017
Guardian fee: $2,000 (covered by the insurer)
If you’re struggling with an insurance claim, like Malcolm was, you don’t have to face it alone.
Contact Kosta Sarandis today:
08 8238 0152
kosta@guardian.com.au
Let us help you get the outcome you deserve.
A look at Guardian insurance claims management in action
I purchased a vehicle from a private sale on a Sunday and was on my way to my Dad’s property when I was involved in an accident. The following day, I contacted my insurer to advise that I had purchased a new vehicle to replace the current vehicle on my policy and that I had been involved in an accident. The insurer had advised that I was unable to claim as I had not notified them of a vehicle changeover. I spoke to my Dad, who knew someone at Guardian, and he suggested I contact them to see if they could help.
At the time I was not a Guardian client, however, their representative took the time to listen to my story and on my behalf, along with their manager started to liaise with my insurer. They were able to help me get my claim accepted and paid, using their network of contacts within the insurance company and their knowledge of insurance policies and claims procedures.
Their expertise and empathy for my situation was apparent from the first phone call and even though I was not a client of theirs, they treated me as if I was, and fought for what they believed was a fair result.
I could not be any happier with the experience I had dealing with the Guardian claims team and would highly recommend them for any insurance needs.
Ben F, Adelaide