Making a claim

You can make a claim by completing an online notification form, calling us on 1800 810 213 or, by speaking with your account manager (where applicable). We've made it simple to lodge your claim online. If you don't have all of the information at hand, you can save and resume your claim at your convenience.

The more information you can provide us with, the sooner we will be able to review and finalise your claim. You will always need to provide the following details: Insured name, Policy number, Your personal details, The date of loss/incident and the loss address, A detailed description of the incident, Details of any other parties involved.

Our first priority is to ensure you are safe. If you need police, fire or ambulance support, please call 000. If action is required to make your premises safe, the fastest way to do this is to lodge your claim online or over the phone and then call either your account manager or our claims team on 1800 810 213. Alternatively, once you have lodged your claim online, one of our Claims Specialists will contact you to discuss the next steps to progress your claim.

To ensure that you receive the best outcome from making a claim, we recommend that you lodge your claim prior to arranging any repairs/replacement. In most instances, we can assist you in facilitating repairs/replacements through our reputable supplier network. If you have emergency or critical repairs, please call us on 1800 810 213.

Once your claim is lodged, you will receive a unique claim number. A Claims Specialist will be assigned to manage your claim and they will contact you regarding the next steps. Your unique claim number will be your ongoing reference; please ensure that you provide your claim number when calling or emailing us.

You can call the Guild claims team Monday to Friday 9:00am – 5:00pm (AEST or AEDT during daylight savings) to obtain an update on any existing claim.

If you are unsatisfied with the progress of your claim or if you wish to dispute a decision we have made, the first thing you should do is let us know.

Stage 1 - Contact Us

Contact your Claims Specialist to discuss your concerns.

Stage 2 – Internal Review

Let your Claims Specialist know that you wish to have your claim reviewed by a Team Leader or Manager.

Stage 3 – External Review

If our previous attempts have not resolved your concerns, we will refer you to the Australian Financial Complaints Authority who will complete an external review.

Please refer to Guild’s Dispute resolution for additional information.