Protecsure Claimant Information Sheet Education Equipment Policy
Education Equipment Policy Background
Protecsure has placed Insurance cover for your child’s mobile electronic device through its Education Equipment Policy.
Protecsure understands that when there is an issue with a device used for education purposes it is important that a claims process is in place to meet your needs.
For this reason, Protecsure has designed a claims process with efficiency in mind that allows EduCom IT to act as a claim’s fulfilment provider. This allows EduCom IT to:
- Proceed with repairs without needing to refer to Protecsure for approval if certain circumstances apply. Protecsure call this an Expedited Claims Process
- If the details of the claim do not fall within the criteria of its Expedited Claims Process, then to send the claim details to Protecsure once EduCom IT have assessed the damage to the equipment, for Protecsure to assess the claim and review approval.
What Protecsure needs from you:
- To complete the attached claim form to the best of your ability. Missing or incorrect details may cause delays in the claims processing, so it is important to ensure the information provided is complete and accurate.
- Payment of the Policy excess to the EduCom IT so repairs or replacement can proceed
- If you are unhappy with any aspect of the service or have any specific requirements, please contact Protecsure directly using the details contained in this information sheet.
How EduCom IT Protecsure’s appointed Fulfilment provider will assist you
EduCom IT will:
- Collect the claim form from you
- Assess the damage to your device
- Complete a report on the damage which will detail the costs of repairs, if applicable.
If the device is repairable and all details fall within Protecsure’s Expedited Claims Process EduCom IT will:
- Contact you to collect the Policy excess
- Proceed with the repairs to the item
If the device is not repairable or the details fall outside of Prtotecsure’s Expedited Claims Process EduCom IT will
- Provide the claim form and quote to Protecsure
- Upon receipt of approval from Protecsure contact you to collect the Policy excess
- Proceed with the repairs or replacement of the item.
What to Expect From Protecsure When Making a Claim
At all times, Protecsure will seek to operate in an honest, efficient, fair, transparent, and timely manner in its dealings with you.
If the details of the claim fall outside of our expedited process agreement with EduCom IT, Protecsure will aim to respond to the information provided to us within 1-2 Business days. At this time Protecsure will provide the following information
- a claim reference number,
- the contact details of the person managing your claim, and
- confirm the excess amount that is applicable to the claim.
- provide cover advice or request further information
Claim Assessment:
Once Protecsure has received all the relevant information and finalised its enquiries, it will inform you of its decision to either accept or deny your claim within 10 business days. Protecsure’s decision will take into consideration all the relevant known facts, the terms and conditions of the policy, as well as any applicable legislation.
If Protecsure identify potential issues with the claim, it will explain any adverse findings to you and give you an opportunity to respond and provide additional information.
If your claim has been accepted, Protecsure will authorise EduCom IT to proceed with the repair or replacement of your device. In exceptional circumstances, should the item not be able to be repaired or replaced, Protecsure will issue you a cash settlement fact sheet for you to review.
If the claim is denied, Protecsure will:
- explain its reasons to you in writing; and
- provide a copy of its Complaints process; and
- inform you how to access internal or external dispute resolution services.
Timeframes and Updates:
Protecsure will aim to respond to your emails and enquiries about the claim’s progress within 2 business days of their receipt. Protecsure will tell you about the progress of your claim at least every 10 business days.
Once Protecsure have received all of the information required to assess the claim, it will make a decision within 10 business days of having received the latest information.
If Protecsure receive a complaint from you, it will acknowledge its receipt within 1 business day.
If Protecsure appoints a Loss Adjuster or Investigator to the claim, it will advise you of their role and involvement within 5 business days.
If any of these timeframes are not practical, then Protecsure will discuss an agreeable alternative timeframe with you. If an agreement cannot be reached, Protecsure will send you details of its Complaints Process.
Complaints and Disputes:
Complaints and disputes are uncommon however, Protecsure understand they may arise from time to time. If you are dissatisfied with any aspect of your dealings with Protecsure, then the details of its complaints process are available on its website –https://www.protecsure.com.au/complaints-and-disputes/
Vulnerability or Financial Hardship:
Protecsure’s policies for customers experiencing vulnerability or financial hardship can be viewed on its website.
Vulnerability
Financial hardship
https://www.chubb.com/au-en/customer-service/financial-hardship-policy.html
Should you have any enquires in regards the above, or require information in regards any other claims matters, please send an email to claims@protecsure.com.au or call 02 8251 6666 and we will be happy to help.
Vulnerability
Financial hardship
https://www.chubb.com/au-en/customer-service/financial-hardship-policy.html
Should you have any enquires in regards the above, or require information in regards any other claims matters, please send an email to claims@protecsure.com.au or call 02 8251 6666 and we will be happy to help.
