For small business owners, work is more than just work. It is your livelihood. So when something unexpected stops you from working, the stress can be huge. This is where strong insurance claims support makes a real difference.
One of our clients in the commercial cleaning industry experienced this when their work vehicle was damaged in an accident. With jobs booked and bills to pay, being off the road was not just inconvenient. It caused real financial pressure.
The client had a Downtime benefit in their insurance policy, also known as business downtime insurance. This benefit is designed to provide income support while a vehicle is being repaired. After the breakdown, the client lodged a claim and received a repair quote that was below their insurance excess. They decided to pay for the repair privately to avoid the excess.
Partway through the repair, the mechanic found more damage. The new quote was now higher than the insurance excess. Because of this, the client chose to have the repair covered by insurance instead.
The insurer approved the repair costs. However, they declined the Downtime benefit. They relied on a policy exclusion because the first repairs had been done privately.
Our role
Our claims team stepped in to provide dedicated insurance claims support during this stressful time. We reviewed the situation and challenged the insurer’s decision. We explained that:
- Any reasonable person would have made the same choice
- The client acted in good faith and did not try to mislead
- The insurer suffered no additional financial loss from the client going ahead with repairs
We kept the client informed at every step. We reassured them and handled the discussions with the insurer so they could focus on running their business. This is an example of strong insurance broker claims advocacy in action.
The outcome
Because of our team’s experience and persistence, the insurer agreed to pay the maximum Downtime benefit under the client’s business downtime insurance. The client received the income support they needed during a difficult period. This reduced financial pressure and helped them return to work with confidence.
Key takeaways:
This claim shows why working with an insurance broker matters:
- Policy wording is not always final, and insurers must follow a fair claims process
- Experienced claims support can challenge insurer decisions
- Brokers provide insurance broker claims advocacy in complex situations
- You don’t have to navigate claims alone
Insurance is about being there when it counts and we’re proud to stand beside our clients when they need it most.
Claims contact information
1800 809 132 (choose option 1 for claims)
claims@eastwest.com.au