1. Introduction
Welcome to POLICYCLAIM SOLUTIONS.
These Terms & Conditions govern your access to and use of our website and claims assistance services.
POLICYCLAIM SOLUTIONS provides administrative assistance and support to individuals seeking help with insurance claims in Australia and New Zealand.
By accessing our website, submitting a claim enquiry or engaging our services, you acknowledge that you have read and understood these Terms & Conditions.
If you do not agree with these Terms & Conditions, please do not engage our services.
2. About POLICYCLAIM SOLUTIONS
POLICYCLAIM SOLUTIONS aims to simplify the insurance claims process by providing administrative assistance, documentation support and claims-related communication services.
We understand that lodging and managing an insurance claim can be complicated, time-consuming and stressful.
Our objective is to make the process easier for customers while helping insurance providers receive relevant information and supporting documentation in an organised and timely manner.
Our services are designed to:
- Reduce the administrative burden on claimants.
- Assist customers with preparing claim documentation.
- Help organise relevant evidence and photographs.
- Assist with claims-related correspondence.
- Help customers understand the administrative steps involved in lodging a claim.
- Follow up on outstanding claim-related matters.
- Support efficient communication between customers and insurance providers.
- Help reduce unnecessary administrative delays arising from incomplete documentation.
3. Scope of Services
Our administrative claims assistance may cover the following categories:
A. Motor Vehicle Claims
- Vehicle accidents and collision damage.
- Windscreen and glass breakage.
- Weather and flood damage.
- Theft and vandalism.
- Fire and accidental damage.
- Other motor vehicle-related incidents.
B. Home and Property Claims
- Storm and weather damage.
- Water and flood damage.
- Fire and smoke damage.
- Accidental property damage.
- Glass breakage.
- Theft and vandalism.
- Loss or damage to household belongings.
C. Health Insurance Claims
- Assistance organising health claim documentation.
- Medical expense documentation.
- Supporting paperwork.
- Claims-related administrative correspondence.
The specific assistance available will depend on the nature of the claim and the service agreement entered into with the customer.
4. Nature and Limitations of Our Services
POLICYCLAIM SOLUTIONS provides administrative assistance relating to the insurance claims process.
We are not an insurance company, insurer, underwriter or insurance policy provider.
Unless separately authorised and legally permitted, our services do not include regulated insurance broking, financial product advice, legal representation or professional legal advice.
Our role is to help customers organise information, prepare documentation and facilitate administrative communication with insurance providers.
We do not determine insurance coverage, make insurance underwriting decisions or make final decisions regarding insurance claims.
All decisions relating to claim acceptance, rejection, assessment, settlement and payment remain with the relevant insurance provider.
We do not guarantee claim approval, settlement amounts or specific processing timeframes.
5. Initial Enquiry and Service Fees
POLICYCLAIM SOLUTIONS offers customers a FREE INITIAL CLAIM ENQUIRY.
Customers may submit an initial claim enquiry through our website without incurring an initial enquiry fee.
Following the initial enquiry, should the customer decide to proceed with our assistance, the following fee structure will apply.
A. Initial Signing Fee
A fixed signing fee of $100 in the applicable local currency will be payable upon initiation of the claim assistance service.
- Australian customers: AUD $100.
- New Zealand customers: NZD $100.
The applicable currency will be determined by the customer's jurisdiction and the location in which the service is provided.
The signing fee covers the initial commencement and administration of the agreed claims assistance service.
B. Additional Service Fees
Following initiation, additional service fees will apply according to the type, nature and complexity of the insurance claim.
These fees will be:
- Agreed with the customer before the relevant services are undertaken.
- Documented in a separate service agreement or contract.
- Based on the specific requirements of the claim.
- Quoted in the applicable local currency (AUD or NZD).
The customer will be informed of all applicable service fees and payment arrangements before committing to additional services.
No additional service fee will be charged unless agreed with the customer.
All fees will be subject to applicable taxes and consumer protection requirements.
6. Customer Information and Accuracy
Customers are responsible for providing accurate, complete and truthful information when submitting a claim enquiry.
This includes:
- Correct personal and contact details.
- Accurate incident dates and descriptions.
- Correct insurance provider details.
- Existing claim numbers, where applicable.
- Genuine photographs and supporting documentation.
- Relevant insurance policy information.
- Other information reasonably required to assist with the claim.
Customers must not knowingly provide false, misleading, altered or fraudulent information.
POLICYCLAIM SOLUTIONS may request additional information or clarification where necessary.
We are not responsible for delays or adverse claim decisions arising from inaccurate, incomplete or misleading information supplied by customers.
7. Authority to Act on Your Behalf
Where a customer requests POLICYCLAIM SOLUTIONS to communicate or undertake administrative activities with an insurance provider on their behalf, separate written authority may be required.
An Authority to Act letter will be provided to the customer by email for review and signature, where applicable.
Customers must review, sign and return the relevant authority document before we undertake activities requiring such authority.
Submitting an online claim enquiry or selecting 'Yes' to an initial authority question does not, by itself, constitute formal written authority to access insurance records or represent the customer.
Any authority granted will be subject to its stated scope, limitations and applicable laws.
8. Customer Responsibilities
Customers engaging our services agree to:
- Provide accurate and complete information.
- Supply requested documents within reasonable timeframes.
- Respond to requests for clarification.
- Cooperate with reasonable claim-related enquiries.
- Provide written authority where required.
- Notify us of material developments relating to their claim.
- Inform us if they wish to withdraw their request for assistance.
- Maintain copies of relevant insurance documents and correspondence.
Customers remain responsible for their insurance policies, premium payments, policy obligations and compliance with insurance provider requirements.
9. Communication With Insurance Providers
Where appropriate written authority has been obtained, POLICYCLAIM SOLUTIONS may communicate with insurance providers regarding the customer's claim.
This may include:
- Submitting relevant claim documentation.
- Forwarding photographs and supporting evidence.
- Requesting claim updates.
- Following up on outstanding matters.
- Responding to administrative information requests.
- Assisting with claim-related correspondence.
- Helping customers provide additional documentation requested by insurers.
Our objective is to facilitate clear, organised and timely communication between customers and insurance providers.
We aim to reduce unnecessary administrative delays by helping ensure that relevant information and supporting documentation are available when required.
However, we cannot control the internal procedures, response times, assessment processes or decisions of insurance providers.
10. Claim Decisions and Outcomes
POLICYCLAIM SOLUTIONS does not guarantee:
- Acceptance or approval of any insurance claim.
- A particular settlement amount.
- A specific claim processing timeframe.
- Reversal of a rejected claim.
- Payment of any claim by an insurance provider.
- Any particular outcome from claim-related correspondence.
All claim decisions are made by the relevant insurance provider in accordance with the applicable insurance policy and relevant laws.
Our role is to provide administrative assistance and support throughout the claims process.
11. Privacy and Confidentiality
POLICYCLAIM SOLUTIONS respects the privacy and confidentiality of its customers.
Personal information, insurance details, photographs, medical information and supporting documentation will be handled in accordance with our Privacy Policy and applicable privacy laws in Australia and New Zealand.
We do not sell, rent or commercially distribute customer information.
Relevant information may be shared with insurance providers or authorised third parties when reasonably necessary for legitimate claim-related purposes, subject to applicable authority and privacy laws.
Customers are encouraged to read our Privacy Policy for further information.
12. Data Retention and Destruction
POLICYCLAIM SOLUTIONS follows a defined data retention policy.
Customer information, claim documents, photographs and supporting records will generally be retained for a period of 12 months following completion or closure of the relevant claims assistance service.
At the end of this period, information will be securely deleted, destroyed or permanently anonymised, unless:
- Retention is required by applicable legislation.
- A legal or regulatory obligation requires further retention.
- There is an ongoing dispute, investigation or legal proceeding.
- The information remains reasonably necessary for another legitimate legal purpose.
Where an exception applies, information will be retained only for the additional period reasonably required.
We take reasonable steps to ensure that customer information is not retained unnecessarily.
13. Website Use and Acceptable Conduct
Customers agree not to:
- Use the website for unlawful purposes.
- Submit fraudulent or deliberately misleading information.
- Upload malicious software or harmful files.
- Attempt to access restricted website systems.
- Interfere with website functionality or security.
- Use the website to infringe the rights of others.
POLICYCLAIM SOLUTIONS reserves the right to restrict access to its website where misuse, suspicious activity or security concerns are identified.
14. Limitation of Liability
POLICYCLAIM SOLUTIONS will take reasonable care when providing its administrative claims assistance services.
However, to the extent permitted by applicable law, we will not be responsible for:
- Decisions made by insurance providers.
- Claim rejections or settlement amounts determined by insurers.
- Delays caused by insurance providers or other third parties.
- Inaccurate or incomplete information supplied by customers.
- Losses arising from failure to comply with insurance policy conditions.
- Technical interruptions or temporary website unavailability.
- Events outside our reasonable control.
Nothing in these Terms & Conditions excludes, restricts or limits any rights, guarantees or liabilities that cannot legally be excluded or limited under applicable Australian or New Zealand consumer protection laws.
15. Third-Party Websites and Services
Our website may contain links to third-party websites or services.
These websites are independently operated, and POLICYCLAIM SOLUTIONS does not control their content, security, privacy practices or availability.
Customers accessing third-party websites do so at their own discretion and subject to the relevant third party's terms and conditions.
16. Withdrawal or Termination of Services
Customers may request to withdraw from our claims assistance services by contacting us through the Contact Us form on our website.
POLICYCLAIM SOLUTIONS may suspend or discontinue providing services where:
- A customer provides false or misleading information.
- Required documentation or authority is not supplied.
- The customer breaches these Terms & Conditions.
- Continuing the service would be unlawful or inappropriate.
- The requested assistance falls outside our service capabilities.
Any outstanding fees, refunds or other financial obligations will be handled in accordance with the agreed service contract and applicable laws.
17. Governing Law and Jurisdiction
POLICYCLAIM SOLUTIONS provides services to customers in Australia and New Zealand.
For Australian customers, applicable Australian Commonwealth, State and Territory laws will apply as relevant.
For New Zealand customers, applicable New Zealand laws will apply as relevant.
The applicable legal jurisdiction will be determined by the customer's location and the nature of the services provided, subject to mandatory consumer protection and privacy laws.
Nothing in these Terms & Conditions removes or restricts any mandatory consumer rights available to customers.
18. Changes to These Terms & Conditions
POLICYCLAIM SOLUTIONS reserves the right to amend or update these Terms & Conditions from time to time.
Updated versions will be published on our website.
Customers will be subject to the applicable terms governing their service agreement.
19. Contact Us
For any questions, concerns or enquiries regarding these Terms & Conditions, our claims assistance services, fees or privacy practices, please contact us by completing the Contact Us form.
Our team will review your enquiry and respond as soon as reasonably practicable.
POLICYCLAIM SOLUTIONS
Let us handle your claims, You deal with life!
By submitting a claim enquiry or engaging our services, you acknowledge that you have read and understood these Terms & Conditions. The commencement of paid services will be subject to the applicable service agreement and any required written authority.