Claims
Support when it matters most
Our Guard combines insurance and mutual protection to support members when it matters most.
When a loss occurs, both work together to determine how it is managed.
The claims process
What happens when you make a claim
Our Guard has established claims arrangements appropriate to each product. While claim notification differs depending on the product, the overall claims experience follows a consistent process designed to provide timely support and resolution.
1.
Notify a loss
Notify your loss as soon as possible through the appropriate claims contact for your product. Early notification ensures the claims process can commence promptly.
2.
Assessment
Your claim will be assessed against the relevant product, with the appropriate parties engaged to determine the available response.
3.
Response determined
The appropriate claims pathway is established, with insurers, the mutual and specialist providers engaged as required under the relevant product.
4.
Claim progressed
Your claim is managed through to resolution, with your claims contact coordinating communications and keeping you informed throughout the process.
Claims Contacts
Financial Lines (Insurance + Mutual)
Notify: Sedgwick Australia Pty Ltd (+61 2 8310 7307 or claims@ourguard.com.au)
Claims are coordinated across both the insurance policy and discretionary mutual support.
Cyber
Notify: Tokio Marine Management (Australasia) Pty Ltd
Incident Response: Wotton Kearney 1800 316 706 or AusCyberClaims@wottonkearney.com
Use the incident response hotline or claims notification number shown in your Policy Schedule or PDS.
ISR & Mortgage Impairment
Notify: Our Guard Mutual Limited (+61 2 8310 7307 or claims@ourguard.com.au)
Our Guard Mutual will coordinate the appropriate assessment and support process.
Notify: Sedgwick Australia Pty Ltd (+61 2 8310 7307 or claims@ourguard.com.au)
Claims are coordinated across both the insurance policy and discretionary mutual support.
Cyber
Notify: Tokio Marine Management (Australasia) Pty Ltd
Incident Response: Wotton Kearney 1800 316 706 or AusCyberClaims@wottonkearney.com
Use the incident response hotline or claims notification number shown in your Policy Schedule or PDS.
ISR & Mortgage Impairment
Notify: Our Guard Mutual Limited (+61 2 8310 7307 or claims@ourguard.com.au)
Our Guard Mutual will coordinate the appropriate assessment and support process.
Need help? Contact Our Guard
If you have a general enquiry about your Our Guard protection, please contact us using the details below. For claim notifications, please refer to the claims arrangements applicable to your product.
Email Us
hello@ourguard.com.auCall Us
Call us on +61 02 8310 7294
Once received, a member of our team will acknowledge your enquiry and guide you through the next steps.
Before you submit a claim
Claims are assessed based on the cover in place and the circumstances of the loss. For financial lines claims, the insurance and mutual components may operate together as part of the overall response.
If you’re unsure what applies, our team can guide you through the relevant documents and next steps.
Claims management
Claims expertise and support
Our Guard’s claims approach combines established insurance market processes with coordinated mutual support to help members navigate claims with clarity and consistency.
Lloyd's appointed representative
Sedgwick manages claims on behalf of the Lloyd's insurance markets that underwrite the Our Guard solution.
Mutual layer support
Sedgwick also supports the Our Guard mutual layer, delivering a coordinated experience across both components of every claim.
Specialist claims expertise
Combining specialist claims expertise with member-led governance for a clear and effective claims experience.
Sedgwick provides specialist claims management support across the Our Guard structure, helping ensure a coordinated and consistent claims experience for members.
Sedgwick does not serve all products: Sedgwick provides specialist claims management support for many of the products offered to Our Guard members, helping ensure a coordinated and consistent claims experience for members.
Want to find out more?
Whether you're exploring membership, have questions about
governance, or just want to understand how Our Guard works,
we'd welcome the conversation.
No obligation. No pressure. Just a practical conversation about how the model works and whether it may suit your organisation.
