In June 2012, we made the decision to close Buzz Insurance. We will no longer be offering any new policies or renewal of existing policies. Buzz Insurance is a part of IAG, so be assured we will be here for you should you need to make a claim. You will be able to chat with us online or email us about your policy or claim.

We would like to thank all of our Buzz Insurance customers for insuring with us. We have enjoyed providing you with motor and/or home insurance and offering you affordable and reliable cover. IAG has other brands including NRMA Insurance, SGIO and SGIC. You can take out a new policy with us under these brands, or with RACV in Victoria, and you'll still be able to interact online.

What if I need to make a claim?

Lodge your claim via our claim form.

You'll be asked these types of questions on the claims form:

  • Policy details: You'll need to advise us of the correct policy holder details, along with the policy number
  • Driver details: List the driver of your vehicle along with their contact details and their driving history for the last 5 years
  • Vehicle details: Be sure to fill out all the details of your vehicle, including make, model and registration number we need to ensure it matches with your policy
  • Police details: Did the police attend the accident scene? Did they give you a police event number? If your car has been vandalised or damaged by someone intentionally, please contact the police as malicious damage claims must be reported to the police
  • Accident details: Start with the basics. What happened, when, where, how many cars or people were involved. If it was towed, where was it towed to? Or could you drive it home? There is also a section to draw a basic diagram, and be sure to mark the location of the damage to assist the claims department
  • Third Party Details: If another vehicle/property was also involved in the incident, please be sure to obtain their Full name, Residential address, Registration Number, Phone number and Insurance Details. Try to avoid discussing liability with the other party or their insurance company, as we will contact them to discuss the incident once the claim has been lodged
  • Repairer Details: You can advise Buzz of your own preferred repairer, alternatively we can assist with sending a list of the 3 nearest preferred repairers by Buzz for you to choose from. Once you have chosen a repairer, you will need to obtain a quote from them at a time that is convenient for you

You'll need to download our claim form, complete, print, and either email, fax or mail it to us.

Once we've received your completed claim form, we'll contact you via email with your claim number.

Every claim is different. We will review your claim, respond to you with any questions if required. We will also advise of any excesses applicable, and advise you of the claim process.

Once we have a quote from the repairer, our assessor will inspect the damage, review the quote and provide us with a report. We will advise you of the outcome of the assessment and tell you when we approve the claim, if more information is required or if there is a problem.

Repairing your car

Advise us of your preferred repairer when lodging the claim, and we will update your claim by sending out a request for a quote from your repairer. Alternatively, should you not have any preferred repairer, we will provide you with a list of the three nearest preferred repairers by Buzz in your area for you to select from.

Car can’t be found or fixed?

This is called a total loss. We will pay you (or your finance company if you do not own it outright) the amount your car is insured for (less any excesses, premium and registration if relevant).

Hire car

If you have our Hire Car option, we will organise this on your behalf and try and match the type of hire car to the car you insured with us. You automatically get 7 days car hire (if you need it) and up to 21 days in total.

If you have questions, or notice any additional accident-related damage, let us know. We will examine the vehicle and work with the repairer to resolve it. We will guarantee the quality of workmanship on repairs authorised by us at no extra cost for the life of your car while the car is under your ownership.

Tell the police if your home is damaged or your belongings are taken and or damaged by any theft, attempted theft, accidental loss, vandalism or intentional act, or riot or civic commotion. Make a note of any incident report number they give you. Provide us with the name of the police officer, station reported to and date reported, as we may need to contact the police station and officer to discuss the incident.

Do what you can to prevent further loss or damage to your home and or contents. For example, boarding up a broken window to secure your home after a break-in, or placing a plastic sheeting over a hole in a roof to prevent further damage from rain. Remember, no-one should attempt to climb on a roof providing they are fully qualified and follow all Occupational Health and Safety laws.

It's important you tell us about your claim as soon as possible.

  • You'll need your Policy Number, address and contact details. If contents items are involved, please provide a list. For electrical items, record the make/model to help with the replacement process
  • What happened, when, where, what was affected. If someone else was involved, we will need their details

You'll need to download our claim form, complete, print, and either email, fax or mail it to us.

Keep a record of any incident report number the police have given you. For items that are no longer available for us to inspect, we will require you to provide evidence that the item existed, when and where it was purchased including a full description and value of the item.

Every claim is different, so we will review your claim, respond to you with any questions and answers if required, advise you of your excess and advise the details of how we will be managing your claim, as soon as we can after receiving it.

Our Assessors will inspect the damage and provide us with a report. When we receive this report we'll advise the outcome of the assessment.

Occasionally an Assessment isn't required, however we'll advise what is required to settle your claim (i.e. a report from an electrician and a quote to fix or replace an item).

We'll advise you when we approve the claim, if more information is required or if there’s a problem.

Perhaps your home or rental property requires repairs or replacement, or contents were damaged, stolen and not found. We fix or replace the building or contents concerned for you as soon as our assessment is completed.

Should you have any questions, or notice any additional incident-related damage, let us know. We will research this information and confirm.

Remember any repairs we authorise are guaranteed.

Buzz Insurance FAQs

If you've previously held a Buzz policy with us you can still communicate with us online about your policy.

You can take out a policy through one of our other insurance brands and can interact online through these as well: If you're in:

IAG has other brands including NRMA Insurance, SGIO and SGIC. We have decided to close Buzz Insurance and focus on selling insurance through other websites.

You can make a claim at any time. Please refer to How to lodge a car claim or How to lodge a home or landlords claim.

Our claims team continues to process claims as normal. If you'd like to check on the status of your claim, email claims@thebuzzinsurance.com.au.

1 Contact us

For policies, email us at ecustomerteam@iag.com.au. Or for claims, email us at claims@thebuzzinsurance.com.au.

If there’s still no resolution, we can refer you to, or you may request to speak to a Team Leader. Our Team Leader will try to review and respond to your complaint as soon as possible. If they require more information they will aim to respond within 15 working days of receipt of your complaint. If there’s a delay, the Team Leader will tell you and let you know the reason for it.

2 Contact Customer Relations

If the Team Leader can't resolve your complaint or you’re not satisfied with the outcome, you can ask for your complaint to be referred to our internal dispute panel (Customer Relations) or you can choose to contact them by:

Customer Relations will treat your complaint as a dispute and assign one of their staff members to conduct an independent review of the matter. Customer Relations will contact you with a decision usually within 15 business days of receiving your dispute.

3 Seek an external review

If you're unhappy with the decision, you may wish to seek an external review. Customer Relations will provide you with information on external review options. If you're not satisfied with our response, you can lodge a complaint (on or after 1 November 2018) with the Australian Financial Complaints Authority (AFCA):

Time limits may apply to lodge a complaint with AFCA, as such you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Buzz Insurance PDS & Excess Guides

Car Product Disclosure Statements

Buzz Car Insurance Product Disclosure Statement (PDS) tells you what you need to know about our car insurance cover, claims process and what you need to do when you insure with us.

Car Premium and Excess guides

Buzz Insurance Premium & Excess Guides outlines our approach to pricing and shows exactly what excess we have in place and when it may apply. It should be read in conjunction with Buzz Insurance Car PDS.

Buzz Home Product Disclosure Statement (PDS)

Buzz Home Product Disclosure Statement (PDS) tells you what you need to know about our home insurance cover, what happens in the event of a claims process, and what you need to do when you insure with us.

Home Premium & Excess Guides

Buzz Insurance Premium & Excess Guides outlines our approach to pricing and shows exactly what excess we have in place and when it may apply. It should be read in conjunction with Buzz Home Insurance PDS.