Over the last 25 years, we’ve honoured thousands of insurance claims to growers suffering a loss. We aim to keep the process easy and to respond efficiently and fairly.

Need to make a claim?

If you need to make a claim on your client’s behalf, simply complete our Loss Notification Form or lodge the claim via Pulse. And someone will be in contact, usually within 24 hours.

Have questions?

Read through our frequently asked questions below, check your client’s insurance policy or feel free to give us a call on 03 8624 8400 and we’ll be happy to guide you through the claims process.

What should I do if my client wants to make a claim?

You can either lodge the claim via Pulse (you'll need your username and password to login) or complete a Loss Notification Form and email the completed form to claims@pum.com.au.

What information will I need to provide when lodging a claim?

You need to provide details such as the time when the loss occurred, the cause of the loss, a description of the crops damaged, an estimate of the nature and extent of the physical damage and details of any other insurance policy under which your client is entitled to claim for the same loss.

What happens when my client makes a claim?

Once Primacy receives notification of a potential loss, someone from our appointed assessing firm will contact your client to discuss the claims process and the details of the field assessor who'll be attending their site. The field assessor will contact your client, usually within 48 hours, to arrange an inspection. It always helps the process if they’re able to provide reasonable assistance to our assessors when reviewing the nature and extent of the loss or damage to their property. They may also request a farm map, reconfirm the areas affected and extent of damage, and for any farm vehicles to be available for site inspection.

What does my client need to do if harvesting or about to harvest?

If at the time of the loss or damage the crop is ready for harvest or being harvested, your client may continue to harvest. However, a sample area should be left for inspection for the assessor. For requirements and measurements of the sample area, please refer to the policy or give us a call.

How long will it take to process my client's claim?

Every claim is different and individual circumstances may affect how long it takes to process their claim. We’re committed to making the claims process simple and transparent and to have the claim processed as quickly as possible. Your client can contact their claims consultant directly for progress updates.

Can my client change their yields or values on a crop whilst they have a claim?

The Policy wording specifies what changes can be made to the yields and values of a policy. Changes can be made on properties with claims, however if the claim is accepted, these values and yields may be altered in accordance with the policy terms and conditions. 

What if my client is not happy with the way their claim is processed?

We hope this isn’t the case. If they do, however, have a complaint or are dissatisfied with our service in any way, please contact us and explain what their complaint is and reasons behind it. We’ll do our best to resolve their complaint in accordance with our internal dispute resolution procedures. If they’re unhappy with our response or if we do not make a decision within the period that we tell them we will respond, they have the option to take things further and contact the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms.

For more information on how Primacy handles complaints, please click here.