At initio, our customers consistently tell us the claims process is quick, easy to understand and supported by real people. So we thought we’d bring together genuine customer reviews, claims information and answers to common questions so you know what to expect if you ever need to make a claim.

When customers review our claims service, three themes appear again and again: the process is easy to use, communication is clear, and our team is there when they need us.

At a glance

Customers regularly describe our claims process as quick, easy and stress-free.
Many claims are assessed within 24 hours, depending on the circumstances.
Customers consistently mention clear communication and regular updates throughout the claims process.
Thousands of customers have given us five-star reviews on our website, with many highlighting the speed, communication and simplicity of our claims process.

First, a snapshot of how our claims process works

Making a claim with initio is straightforward.

Lodge your claim online through your initio dashboard.
Our claims team reviews the information you’ve provided.
We’ll contact you if we need anything further.
We’ll assess your claim and keep you updated throughout the process.
Once approved, we’ll organise settlement or repairs as quickly as possible.

A simple process, backed by award-winning technology

Our claims process is powered by Smart Claims, our award-winning online platform. It lets you lodge and manage a claim online, follow its progress through your dashboard and receive updates without unnecessary paperwork or phone calls.

Smart Claims was recognised with the 2024 Canstar Innovation Excellence Award for helping make insurance claims more convenient and efficient. And while technology helps move things along, real people are still here when you need extra support.

Now that you know how the process works, let’s look at what really matters: what our customers say about their claims experience.

What our customers say about making a claim

The best way to understand our claims service is to hear from the people who’ve used it. Here are a few reviews shared by customers on Google.

“Quick hassle-free outcome. It was easy to put a claim online via phone. Straightforward questions, with no unnecessary or repetitive questions while lodging the claim. Initio is the best. Very smooth, efficient claims outcomes, most of the time in less than 24 hours. Thanks initio team. You do an amazing job in an already stressful time for your clients.”

Sarthak ★★★★★ Google Review, January 2026

“We recently had a claim with the big wind in Southland. It was accepted and paid within two days. Great company.”

Rodney ★★★★★ Google Review, December 2025

Why customers trust our claims process

Looking across hundreds of customer reviews, it’s clear what matters most to our customers.

A simple claims process

Making a claim should not feel more stressful than the event itself. Customers often mention how easy it is to lodge a claim, answer straightforward questions and understand what happens next.

“Claims are quick and easy. Thanks for being there, it’s always a pleasure to deal with you.”

Coralea ★★★★★ Website review, March 2026

Fast decisions

Some straightforward claims can be assessed quickly, while more complex claims may take longer or need additional information. Many customers tell us they appreciate how promptly their claim is reviewed and progressed:

“I’ve made a claim for the first time and was very impressed. Great communication, fast resolution. Very happy with the outcome thank you.”

Scott ★★★★★ Google Review, July 2024

“Competitive pricing, easy and quick claims, and fast and efficient customer service”

Kelly ★★★★★ Website Review, July 2026

Clear communication

Knowing what is happening can make a big difference during a stressful time. Our customers regularly mention clear updates, honest answers and explanations written in plain English.

“Every claim accepted has been processed with efficiency. Every claim rejected has been explained in plain English and justified.”

Nigel ★★★★★ Website review, June 2025

Support when it matters

Whether your claim involves storm damage, a stolen vehicle or accidental damage, our goal is to make the process easy from the start. You can lodge and track your claim online when you want speed, with real people ready to help whenever you need support or have questions along the way.

“Great support when I made a claim. That is when you really know how good what you are buying is.”

Elizabeth ★★★★★ Website Review, July 2026

“When you do unfortunately need to claim, they were awesome.”

Warren ★★★★★ Website review, July 2025

Real experiences build trust

Every claim has its own circumstances and may take a different amount of time. However, feedback like this reflects what we aim to provide: a claims experience that’s simple, responsive and easy to understand.

“INITIO DELIVERED AS PROMISED. Insured with this company and this was my first claim. Great prompt service from a digital company. “

Wayne ★★★★★ Google review, January 2025

Customer feedback by the numbers

More than 175 five-star Google reviews.
- Average Google rating of 4.8 out of 5 stars.
5,000+ five-star customer reviews submitted through our website.
- Average website customer rating of 4.8 out of 5 stars.

When customers talk about making a claim, they often mention fast decisions, clear communication and an easy process. You can see our latest ratings on Google or read more customer reviews on our website.

We’re so proud of our Google star rating that we choose to make it visible in search results. We believe real customer feedback speaks for itself.

The quote is just the beginning

Buying insurance is only the first step. What really matters is knowing what will happen when you need to use it. Whether you want the speed of lodging a claim online or the reassurance of speaking with a real person, we’re here to make the process as simple and stress-free as possible.

The experiences shared by our customers show what that looks like in practice: clear communication, fast support and help when it matters most. Ready to see what cover could look like for you? Get an online quote in just a few minutes.

Get a quote

Frequently asked questions

How do I make a claim?

You can lodge a claim online through your initio dashboard at any time. Simply log in, select the policy you want to claim against, and answer a few straightforward questions about what happened.
Once you’ve submitted your claim, our claims team will review the information and let you know if anything else is needed.

Can I track my claim online?

Yes. After you’ve lodged your claim, you can log into your initio dashboard at any time to see its progress.
You’ll also receive updates as your claim moves through the process, so you know what’s happening every step of the way.

What happens after I lodge a claim?

Once your claim is submitted, our claims team reviews the information you’ve provided.
If we need any additional details, we’ll get in touch. If everything we need is there, we’ll assess your claim and let you know the outcome as soon as possible.
Depending on the type and complexity of the claim, we may arrange repairs, request supporting information, or organise settlement once the claim has been approved.
Throughout the process, we’ll keep you informed so you know what to expect.

How long does an insurance claim take?

Every claim is different, so the timeframe depends on the circumstances and the information available.
Many straightforward claims are assessed quickly, with some customers receiving a decision within 24 hours. More complex claims, or those requiring additional information or assessments, may take longer.
Our goal is always to process claims as quickly as possible while keeping you updated along the way.

Review sources: Customer reviews shown on this page are reproduced with permission from our Google Business Profile and customer reviews submitted through the initio website. Reviews have only been lightly formatted for readability and have not been edited for meaning.

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Written by Megan Fisher, Head of Marketing at initio.

Megan has been with initio since 2022 and has over 20 years’ experience in marketing and product strategy. She works closely with initio’s claims and customer experience teams, giving her a first-hand view of how insurance works when customers need it most.