Our Claims Promise

As part of our ongoing commitment to your success, we have enhanced our claims service.

It’s now even easier for you to deliver positive customer experiences during the moments that matter, thanks to our improved claims-handling ability and supply chain partnerships.

We understand claims time can cause stress for customers, so our claims teams aim to settle straightforward claims immediately  . If the claim is more complex, we’ll work with you and the customer to make sure the claim is processed quickly and efficiently.   Either way, we will help your customers through the entire process.

We trust that these improvements to our claims service will continue to make it easier to do business with us.

Vero Claims Promise (PDF, 181kb)

Settle certain claims in 15 minutes* with OneTouch

A faster workflow for you and a positive experience for your customers with our OneTouch claims process.

OneTouch means 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.

It’s just one of the ways we’re making your job easier.

One Touch Claims (PDF, 141kb)

A personalised approach to claims

We have listened to your feedback and our case managed claims service now includes SME Property, Personal Lines and Fleet Motor.

If we need more information about your claim, we’ll assign a Claims Officer to the case who will manage it through to finalisation of repairs – providing a single point of contact. 

Brokers have direct access to the Claims Officer via the telephone.  There is no need to go through the 1300 888 073 contact number once the claim is lodged. 

Email process through claims@vero.com.au remains the same with workflow allocated to the Claims Officer. 

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

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
  • Vehicle needs to be in a driveable condition

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.

O'Brien Glass Flyer (PDF, 262kb)

Event Response  

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

Find out more

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 claims lodgement.