Checklist icon Claims

A faster workflow for you, a positive experience for your customers.

We understand that support is critical for your customers when they make a claim. That’s why we’re making the entire experience as seamless and efficient as possible.

Settle certain claims in 15 minutes* with OneTouch

We listened to your feedback and improved our claims process by introducing OneTouch.

OneTouch means certain SME and Home Property claims (up to $10K) can be processed in as little as 15 minutes at your very first point of contact with Vero if we do not require any further information. It’s just one of the ways we’re making your job easier.

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A personalised approach to claims

If we need more information about your claim, we’ll assign a Client Manager to the case to whom you’ll have direct phone access. They will help gather any extra information you need to finalise the claim. 

With extra people on the ground, Vero is more responsive than ever before.

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Supporting you and your clients when disaster strikes

Vero responds to catastrophic events in an efficient, professional and practical way. Our Mass Assessment Centres field large scale motor claims enquiries quickly. They are supported by an Australia-wide claims team, providing knowledgeable and empathic advice to customers.

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Service providers that help motor claims customers get back on the road

Capital S.M.A.R.T Motor Repairs 

Vero has partnered with one of Australia’s leading motor repair groups to offer rapid repair solutions for vehicles that have sustained low to medium collision damage.

Key benefits: 

  • Next day availability
  • Majority of repairs completed within 3 working days
  • No quote or assessment required 
  • Complimentary taxi to and from Capital S.M.A.R.T Centres to your customer's home or workplace
  • Quality certified repairs; undertaken to a standard, not just a price
  • Repairs guaranteed for the life of the vehicle
  • Approximately 35 sites across metropolitan Australia 
  • Booking is quick and easy – simply phone 1300 888 073

Vehicles you can refer to Capital S.M.A.R.T Repair Centres:

  • Must be a standard vehicle type i.e. not a truck, motorcycle, trailer, caravan, bus or boat
  • No vehicles over 2.2 meters high
  • No hail damage to the vehicle
  • Airbags have not been deployed or triggered
  • No fluid is leaking from the vehicle i.e. radiator, air-conditioning or any other liquids 
  • Generally, damage to 3 panels or less  

Recommended Repairer Network 

Vehicles that don’t fit the S.M.A.R.T criteria or fall outside the serviced area will be assigned to one of our recommended repairers – a national panel of 250 repairers, servicing metro and regional areas.   

Key benefits:

  • No quote or assessment required 
  • Complimentary taxi to and from the repairer to your customer’s home or workplace
  • Quality certified repairs; undertaken to a standard, not just a price
  • Repairs guaranteed for the life of the vehicle
  • Booking is quick and easy – simply phone 1300 888 073

Windscreen repairs with O’Brien Glass

A hassle-free experience when you lodge a windscreen claim with us.

Key benefits:

  • O’Brien Glass will contact the customer within 24 hours to arrange a date and time to complete the repair 
  • Majority of repairs take no longer than a standard repair at any other shop
  • Front windscreen chips are repaired within 30 minutes
  • Repairs come with a life time guarantee
  • Materials meet both Australian Design Rules and Australian Standards
  • O’Brien Glass Approved Repairer Network is contactable 24/7 and covers 97% of the population.

The OneTouch claims process applies only to Vero Small to Medium Business and Home Property claims up to $10,000. Insurer is AAI Limited (ABN 48 005 297 807) trading as Vero Insurance. 

* Timeframes quoted are based on the assumption that all supporting information and payment details are provided at the initial lodgement.