A good broker earns their fee at renewal. They earn your trust at claim time. Here’s what that looks like in practice — and why it matters more than most people realise.
Most people think about insurance when they’re buying a policy. They think about it again, very differently, when they need to make a claim. The gap between those two moments is where a broker’s real value lives.
Lodging a claim isn’t complicated in isolation. Navigating the assessment process, understanding your policy entitlements, pushing back when the initial response isn’t right, and making sure the final settlement reflects what you’re actually owed — that’s where experience and advocacy make a tangible difference.
This page explains what Rumble Insurance does when a client has a claim, from the first phone call to final settlement.
Make us your first call - not the insurer's 1800 number
When something goes wrong, the instinct is often to call the insurer directly. We’d ask you to call us first.
The way a claim is lodged — how it’s described, classified, and documented in the first 24 hours — can materially affect the outcome. Insurers train their phone staff to gather information systematically. That’s not sinister, but it does mean that what you say at the outset becomes part of the claim record. Having a broker in the loop from the beginning ensures that the claim is framed correctly, nothing is inadvertently conceded, and the notification is made in accordance with the policy’s terms and timeframes.
We handle the notification on your behalf, liaise with the insurer’s claims team directly, and make sure the right information is in front of the right people from day one.
The first 24 hours - what to do and what not to do
There are practical steps that can significantly affect the assessment process, and a few common mistakes that are worth avoiding.
Do:
- Photograph or video everything — the damage, the affected area, any relevant context — before anything is moved, cleaned up, or repaired
- Keep records of any emergency costs you incur (temporary accommodation, emergency repairs, hire equipment) — these are often covered but require documentation
- Preserve damaged items where practical — do not discard anything before an assessor has had the opportunity to inspect it
- Notify us as soon as possible, even if you’re not yet sure whether the loss exceeds your excess
Don’t:
- Authorise permanent repairs before the insurer or assessor has attended — this can complicate the claim even if the work is entirely reasonable
- Provide a recorded or written statement to the insurer before speaking with us
- Assume that a loss is too small to be worth claiming — let us help you assess that based on your specific policy and excess structure
A note on excess: Many clients avoid claiming for smaller losses because they assume it will affect future premiums. In some cases that’s a reasonable consideration. In others — particularly where the loss is more significant than it initially appears, or where a series of smaller losses may be connected — it’s worth a conversation before you make that decision.
Managing the assessment process
For any significant claim, the insurer will appoint a loss adjuster or claims assessor to investigate the loss and quantify the damage. These professionals are experienced and, in the main, they do their job fairly. But they are appointed by and report to the insurer – not to you.
Your broker’s role is to ensure the assessment process is even-handed: that the scope of the loss is properly captured, that policy entitlements are fully applied, and that any attempt to limit or exclude coverage is examined carefully against the actual policy wording.
This last point matters more than most people expect. Insurance policies are detailed documents, and the difference between a covered loss and an excluded one often comes down to specific wording, endorsements, or the circumstances of the event. We read policies closely and know where to look.
Example: A prestige residential client suffered water damage that the initial assessor attributed to gradual seepage — typically excluded under standard policy terms. On review of the circumstances and the specific policy wording, Rumble was able to demonstrate that the proximate cause of the damage was a sudden failure of a hidden pipe, bringing the loss within the policy’s covered events. The claim was accepted in full.
We don’t guarantee outcomes. But we do guarantee no stone is left unturned with legitimate claims. Your position will be properly represented. We do not compromise on settlements.
When the insurer's position isn't right
Claim disputes happen. An insurer may decline a claim, offer a settlement that falls short of the actual loss, or apply an exclusion in a way that doesn’t reflect the policy’s intent. When that happens, you have options — and a broker who knows the policy and the process is essential to pursuing them effectively.
At Rumble Insurance, we will:
- Review the insurer’s position in detail and identify whether it’s consistent with the policy wording and the facts of the loss
- Prepare a written response on your behalf, referencing the relevant policy provisions and any applicable case law or industry guidance (Carl is a qualified lawyer. Not practising at present. While no legal advice will be provided, he is allowed to set out the law).
- Engage the insurer’s claims management team directly — and escalate to senior underwriting contacts where appropriate
- Advise you on the insurer’s internal dispute resolution (IDR) process and, where necessary, the pathway to AFCA (the Australian Financial Complaints Authority) for external review or litigation, if required
Most disputes are resolved without formal escalation. But knowing that escalation is available, and having a broker who can navigate it, changes the dynamic considerably.
What makes Rumble different at claim time
We’re a boutique firm. We don’t process volume. Every client who makes a claim deals directly with an experienced broker who knows their policy, their risk profile, and their situation — not a claims handler in a call centre who is reading from a screen or a junior claims handler “cutting their teeth”.
That means faster communication, clearer advice, and someone who is genuinely invested in the outcome. It also means accountability: if we placed the policy, we own the outcome, and we’ll make sure the claim is handled the way it should be.
This is what we mean when we talk about advocacy. Not a brochure promise — a consistent standard of representation from the first call to the final cheque.