CRM Strata. Internal Claims Procedure UPDATED AUGUST 2013

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1 CRM Strata Internal Claims Procedure UPDATED AUGUST 2013 The Strata Manager will complete a CRM Strata Claims Notification form (online) and attach the relevant documentation (receipts, tax invoices, quotations). Upon receipt of this documentation, review and check that all is in order and that the strata policy is current. (refer to the CRM claim lodgement guide to make sure that all the information required for the specific type of claim is included in order to speed up the payment of the claim).

2 CRM Fast Track applies to CHU claims under $10,000 only from June Claim <3K (i.e. up to $2,999): Where a claim is covered under the scope of the policy and less than $3,000, you must supply one invoice for damages is required. Claim >3K and <10K: Where a claim is covered under the scope of the policy and is between $3,000 and $10,000, you must supply two quotes OR one invoice for the lesser of the two quotes. Claims will be processed within 3 working days as long as they meet the above criteria. All claims are to be lodged with claimsadmin@chu.com.au. Claims that fall outside the above criteria: Any Claim that falls outside the above criteria can be lodged directly with CHU s Claims Manager, Sam Naititi sam.naititi@chu.com.au. With a claim where an assessor is likely to be appointed, the following communication is to be included in the . CHU is aware of CRM having its own panel assessor; however it s best to state the obvious. To be included in your communication to CHU claims. If an Assessor is to be appointed to this claim, CRM seek the appointment of Mark Barbarich from Cunningham & Lindsay, who is on CRM s panel of approved assessors for CHU claims. Please make sure you copy in Mark to the . Mark Barbarich: mark.barbarich@cl-au.com Mobile: Office: CRM Fast Track applies to SUU claims under $10,000 only from August 2013 These procedures have been set up for CRM and will be trialled in the next quarter Claim <3K (i.e. up to $2,999): Where a claim is covered under the scope of the policy and less than $3,000, you must supply one invoice for damages is required. Claim >3K and <10K: Where a claim is covered under the scope of the policy and is between $3,000 and $10,000, SUU will require a completed claim form. You must also supply two quotes OR one invoice for the lesser of the two quotes. You must also provide evidence that the cause has been rectified by way of a tax invoice. SUU has two staff who are dedicated to looking after First & Final claims that fall under the above criteria. These claims will be handled quickly and efficiently with a 72 hour turnaround of having the claim settled. address to send claims to is reece.ramsey@suu.com.au In the subject title please note the Strata Plan and Policy Number & the words First & Final Claim.

3 Next Steps: Enter the Claim into BA Send the Claim details to the relevant insurer. Send the Acknowledgement Letter to the Client Insurer will then assess the claim and either send payment via cheque to CRM Brokers for the strata or will request additional information. - If additional information is requested, please liaise directly with the Strata Manager. A follow-up is required no more than 10 working days after initial notification to the Insurer by CRM if there has been no response. - A courtesy follow-up to the Strata Manager keeping them in the loop must be done after this 10 day period. When a claim cheque is received, a letter is to accompany the cheque to the Strata Manager.The template for this can be found in the Netstrata Claims folder and can be adjusted for the relevant SM. On the 1st and 15th of each month a report is to be sent to Netstrata and other Strata Managers with a status of all outstanding claims copying in also crmstrata.com.au.

4 CRM Claim Lodgement CHECKLIST Use the following checklist to ensure we have extracted enough information from the claimant in order to lodge a claim: Incident Description: Please obtain a brief description of the event which caused the damage. Third party details: If another party is involved (caused the damage or loss), we will require the Third Party details to assist the insurer with recovery. If the excess has been paid by the Strata, the successful recovery will result in the excess being returned to the Strata. Water Damage: Evidence that the cause has been rectified such as a Tax Invoice Quotes/invoices for the resultant damage Burst Pipe: Quotes/invoices for the resultant damage Description of the type of pipe i.e. water pipe under pressure, waste pipe etc. If the repair exceeds $1, we will require a breakdown of the following charges: Search and Locate cost = $ Plumbing repair cost = $ Reinstatement cost = $ Fire Damage INSURED IS TO NOTIFY CRM BROKERS IMMEDIATELY BY PHONE:

5 including the extend of the fire Vandalism / Malicious Damage: How many events caused this damage? Police Event number, including if known, Third Party details: name, address, vehicle registration if applicable. Glass: How many events caused the damage? If applicable Police Event number, including if known Third Party details: name, address, vehicle registration if applicable. Storm Damage: Quotes/invoices for the resultant damage Has the damage arisen from one storm event or over a period of time? If the damage is to a fence, is the fence a dividing fence?

6 Impact Damage: If the damage is to a fence, is the fence a dividing fence? If applicable Police Event number, including if known Third Party details: name, address, vehicle registration if applicable. Accidental Damage: Amount Claimed If applicable Police Event number, including if known Third Party details: name, address, vehicle registration if applicable. Lift Damage Claim: Public Liability (Property Damage/Personal Injury): If a third party believes the Insured is legally liable for property damage or personal injury they will need to submit their demands to the insured. Once you receive these demands please forward them to the insurer along with all relevant communications.

7 Some Important Notes In relation to Strata Claims When the Strata Manager reports a claim to CRM Brokers that it believes to be covered by insurance, actions are undertaken according to the type of damage. - Minor damage, such as broken glass, should be attended to immediately. If the damage is major, CRM would need to notify the relevant insurer immediately to consider options available. It must be remembered that the policies require all reasonable steps to be taken to prevent further damage to the property eg. tarping a roof, or temporary shuttering and to take all reasonable steps to prevent any further loss from occurring. The Insured must provide a report to the police if the Insured s property is lost or stolen, vandalised or maliciously damaged. We need to ask the Strata Manager for the police report number when they submit their claim. The Insured must keep the property that has been damaged as the Insurer may have to inspect it. Tell us about any prosecution or inquest that may be held. Rule of thumb is that minor repairs are usually undertaken by the Strata Manager automatically with the relevant invoices being forwarded to CRM. - Minor repairs are generally between $2,000 to $3,000 size claims and these are normally processed without much fuss, as long as the claim is an admissible? claim and supporting documentation is supplied. Insurance Vs Maintenance: As a general rule, the first question that must be asked in dealing with an accident is does a claim exist? This requires a distinction between damage resulting from wear and tear, and damage resulting from an accident. Policies are issued to cover accidental damage to insured property, not damage resulting from gradual deterioration. Gradual deterioration and wear and tear should be rectified by maintenance. The majority of claims declined involve wear and tear and or gradual deterioration. Unless the damage is the result of, or associated with, a single accident, it is unlikely to comprise an admissible claim. With any larger losses, once reported, usually the relevant insurer will appoint an assessor who can arrange repairs and pursue the recovery aspect where applicable. In cases such as this, the Insured must provide full details of Third Party/Vehicle. If unknown, they must advise us accordingly. Where a fence is damaged, specify whether it is a dividing fence as costs are split between respective properties (refer to section on Fences contained within the policy wording). The majority of claims declined involve wear and tear and or gradual deterioration. Unless the damage is the result of, or associated with, a single accident, it is unlikely to comprise an admissible claim. If something happens that results in personal injury or damage to a third party s property then it may result in a Liability Claim. As soon as the Insured becomes aware that something has happened that may result in a Liability Claim they should provide us with notification of the event. We will pass a record of this notification onto the insurer in case further action is brought against the insured by the third party.

8 What not to do: The insured should not repair or replace any damaged property without the Insurer s consent*. The Insured should not pay, promise to pay, or offer payment, or admit responsibility for a claim. *Please refer to CRM s Fast Track procedures for CHU & SUU claims. 133 Alexander St Crows Nest NSW 2065 G.05/25 Solent Circuit Baulkham Hills NSW 2153 Level 8 / 350 Collins St Melbourne Vic 3000 CRM Brokers Pty Ltd ACN ABN AFS Licence