Frequently Asked Questions

How do I ensure I have the right cover for my business?

Your Account Manager is available to discuss your insurance requirements to ensure you have the appropriate cover for your individual need and your business.  You can contact us to discuss your needs over the phone or make an appointment time with them to either meet in our office or they can come to see you when it is convenient for you.

How long will it take me to get a quote for my business?

If we have all of the correct information from you we can usually have a quote turned around in 24 hours. If we need more information our Account Managers will contact you.

Which insurance companies can you arrange insurance with?

As a broker we have access to a wide range of insurance companies, underwriting agencies and overseas markets such as Lloyds of London. All our dealings are with accredited insurers and we have a wide range of options to ensure that we choose the most appropriate product or program for your particular needs.

Why has my premium increased?

There are many reasons why an insurance premium can increase, for example, rate rises, claims history, change of address, change of business description. Your Account Manager or Service Manager are available to discuss any concerns you have with you about your insurance premium.

What sort of Insurance can you assist me with?

Business Insurance, Shop Insurance, Trade Credit Insurance, Office Insurance, Factory Insurance, Hotel Insurance, Industrial Special Risks Insurance, Transport Insurance, Construction Insurance, Public Liability Insurance, Professional Indemnity Insurance, Directors & Officers Insurance, Commercial Motor & Fleet Insurance, Corporate Travel Insurance, Engineering Insurance, Cyber Insurance, Management Liability Insurance, Body Corporate Insurance, Farm Insurance, Home & Contents Insurance, Landlords Insurance, Motor Vehicle Insurance, Boat & Caravan Insurance.

Can I cover more than just my Business Insurance with you?

Yes, we can assist you with your home, car, boat, caravan, investment property and many other insurance needs if required.  Please contact your Account Manager or Service Manager to discuss your requirements.

How do I cancel a policy?

We require all cancellation requests in writing.  You can notify us of a cancellation request by fax, email or post.

Can I make policy adjustments over the phone?

Yes, we can make any policy adjustments over the phone and we will send you a revised policy schedule.

Will you post my documents to me?

We prefer to email your documents to you, however, we would be happy to post them to you if you request them to be posted.

How do I know my Account Manager & / or Service Manager is qualified?

General Insurance Brokers are required by the Australian Securities and Investments Commission (ASIC) to be licenced and one of the licence conditions it to ensure that Account Managers and Service Managers have the right accreditation. Our staff are required to undertake ongoing annual training to update their knowledge in areas where there is continual change, e.g. legislation, regulatory policies/guidelines, economic and financial developments, new products and new market practices.

What is the Steadfast Broker Network?

Pollard Insurance Brokers are a member of the Steadfast Broker Network. As a Steadfast broker, we have access to customised policies developed by Steadfast directly with the insurer and written exclusively for the network. Steadfast brokers are able to offer policies to their clients with greater coverage than a standard insurance product at a competitive premium.

How do I make a claim?

You can lodge a claim by contacting our office.  You should make contact with us as soon as possible after a loss event occurs, so that no time is lost.  Our claims officers will send you the relevant claim form to be completed and will assist you in completing the claim form if you need help.

What if your office is closed and I need to lodge a claim?

You can lodge a claim directly with your insurer if necessary.  Most insurers have a 24hour 7 day claims lodgement centre.  Please contact our office as soon as possible after the event to notify us of the incident.

What are your service standards for handling claims?

We will send you a claim form within two hours of being notified of the incident (during standard business hours). When a completed claim form and documents are received from you, we will notify your insurer immediately of the new claim. When we receive an acknowledgment from your insurer that the claim has been lodged, one of our Claims Officers will contact you to provide you with the claim number and discuss any further information the insurer requires to process the claim. Where an assessor has been appointed by your insurance company, we will provide you with the assessors details. An assessor is appointed by your insurer. The assessor will liaise with you, your insurer and our claims officers to ensure that a satisfactory and prompt settlement occurs. We will provide you with regular updates on the process of your claim and advise you of any payments that are being made. Our staff are available to assist you with any queries or concerns you have regarding your claim.