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What is the Best Practice for an Insurance Claim Process

Updated: Aug 30, 2019


Confused about the best practice for your insurance claim? Leave the stress out of it with this simple understanding of the claim process.


If your scheme is insured by CHU, common property items are the responsibility of the strata company to repair, maintain and renew whilst repairs to part lot are the owner’s.


Following is an understanding of the claim process:


1. If the damage is caused by an incident or accident (storm, wind etc.) All items may be claimable. If you believe some of these items to be common property please email or call us with a brief outline of what damage is  i.e. roof, internal ceiling etc. We will then determine the process from there.

2. If the damage is caused by poor maintenance to another area of the building i.e lack of roof maintenance – cracked tiles and they have caused internal ceiling leak, the roof will need to be repaired first by the owner of the roof. Then the question is, is this common property or part lot (owner responsibility)?


Below are the steps that would be taken if there were a leak on either Common Property or Part Lot.


Common Property

  • The strata company repairs the cause of the leak.

  • The lot owner presents a quote to us from their preferred tradesperson for presentation to CHU  for the water ingress.

  • We will notify you once CHU has approved your quote and you may proceed with repairs.

  • Once you receive your invoice, please review that it matches the quote. Then once you are satisfied that the repairs are to your standard, forward the invoice to us for reimbursement.

  • CHU will reimburse via cheque from the strata company to the lot owner for the full amount. This usually takes from 2 – 3 weeks. The excess will be paid by the Strata company. Please keep in mind that cheques are not able to be made out to a third party provider (the contractor) and the invoice for repairs will be the lot owners responsibility.


Part Lot

  • The owner repairs the cause of the leak.

  • The lot owner presents a copy of the invoice proving the repair has been completed along with a quote from their preferred tradesperson for residual damage. We will  present to CHU for water ingress.

  • We will notify you once CHU has approved your quote and you may proceed with repairs.

  • Once you receive your invoice, please review that it matches the quote , once you are satisfied that the repairs are to your standard forward the invoice to us for reimbursement.

  • CHU will in reimburse via cheque from the strata company to the lot owner for the full amount minus the claim excess. This usually takes around 2 – 3 weeks. Again, cheques are not able to be made out to a third party provider (the contractor) and the invoice for repairs will be the lot owners responsibility.


Information provided by CHU Written By Director Liz Florence.

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