Making an insurance claim is never easy. It follows an event that’s already disruptive, distressing and costly. And on top of dealing with the immediate impact, you’re also faced with navigating the claims process.
Understanding who is involved and what each party does can make the experience less overwhelming and give you the confidence that your claim is being handled the right way.
The strata manager: A pivotal partner in the process
In strata claims, the strata manager plays a pivotal role – coordinating communications, liaising with lot owners and ensuring compliance with by-laws and contracts. A strata manager often acts as the first responder, arranging temporary measures to reduce further damage, securing the site, arranging accommodation if needed, and commissioning initial assessments. They work closely with Resolute to keep information flowing, approve contractor access and represent the interests of the owners corporation. This coordination helps the claims process run more smoothly, efficiently and transparently for everyone involved.
Your insurance broker: The advocate on your side
At Resolute, we do more than just lodge the paperwork. We act as your advocate, guiding you through every step, liaising with the insurer and ensuring your claim is presented in the strongest possible way. Our dedicated claims team also provides clear guidance on documenting losses and taking necessary steps to protect your position. Strong relationships with insurers mean we can often achieve faster resolutions and better outcomes for our clients.
The insurer: Reviewing cover and compensation
Once we notify the insurer, they step in to assess your claim. Their role is to determine whether the event is covered under your policy and, if so, the level of compensation. This involves reviewing the details of your claim, assessing documentation and – in many cases – arranging for a claims assessor to inspect the damage. Resolute ensures this process remains fair, transparent and timely.
Independent support: When a loss assessor is needed
In more complex cases, a loss assessor may be engaged to provide an independent evaluation of your claim. Unlike the insurer’s assessor, a loss assessor works on your behalf. They can be invaluable in major or technical claims, helping you secure a fair settlement. Resolute can recommend and coordinate these experts where needed, keeping your interests front and centre.
Restoration: Builders and contractors
When damage to property is involved, trusted builders or contractors are engaged to carry out repairs or full restoration. It’s critical to act fast – the initial ‘make-safe’ phase (temporary repairs, securing the site, preventing further deterioration) can be the difference between containment and escalation. Resolute’s 24/7 emergency response partners are available to assist with make-safe services – things like tarping, temporary fencing, emergency plumbing, glass replacement, debris removal and more.
Specialist expertise: Called in when required
Not all claims are straightforward; some require specialist input. For example, assessing structural damage to a strata building after a major storm or investigating water ingress in a residential complex. Engaging the right experts ensures complex issues are properly assessed and addressed. Resolute draws on a trusted network of specialists so your claim benefits from the right expertise at the right time.
Why Resolute makes the difference
Insurance claims are rarely just about forms and processes. They are about protecting communities, property and peace of mind at a time when you need it most. Understanding the roles involved can reduce the stress, while Resolute ensures your claim is managed with care and expertise – making sure you feel supported, informed and empowered from start to finish.
If you are facing a claim – or simply want the confidence that your current cover will respond as expected – please contact your Resolute Property Protect insurance broker or visit our claims page for further information.
T: 1300 668 033
E: info@resolutepropertyprotect.com.au
Important notice
This insight article is not intended to be personal advice and you should not rely on it as a substitute for any form of personal advice. Please contact Resolute Property Protect | ABN 53 157 850 827 | Licence Number 425 966 for further information or refer to our website.