We Strive for Clarity in Your Claim
We are on a mission to help over 15,000+ families.
Website: This website (Site) is operated by ClaimsCo Pty Ltd (ACN: 648 518 165; AFSL: 530925 (“ClaimsCo") trading as Rebuild Relief. It is available at: rebuildrelief.com.au and may be available through other addresses or channels.
Consent: By accessing and/or using our Site, you agree to these Terms of use and our Privacy Policy (available on our Site) (Terms). Please read these Terms carefully and immediately cease using our Site if you do not agree to them.
Variations: We may, at any time and at our discretion, vary these Terms by publishing the varied terms on our Site. We recommend you check our Site regularly to ensure you are aware of our current terms. Materials and information on this Site (Content) are subject to change without notice.
Licence to use our Site: We grant you a non-exclusive, royalty-free, revocable, worldwide, non-transferable licence to use our Site in accordance with these Terms. All other uses are prohibited without our prior written consent.
Prohibited conduct: You must not do or attempt to do anything that is unlawful, prohibited by any laws applicable to our Site, which we would consider inappropriate or which might bring us or our Site into disrepute, including without limitation:
Anything that would constitute a breach of an individual’s privacy (including uploading private or personal information without an individual’s consent) or any other legal rights;
Using our Site to defame, harass, threaten, menace or offend any person;
Interfering with any user using our Site;
Tampering with or modifying our Site, knowingly transmitting viruses or other disabling features, or damaging or interfering with our Site, including (without limitation) using trojan horses, viruses, or piracy or programming routines that may damage or interfere with our Site;
Using our Site to send unsolicited email messages; or
Facilitating or assisting a third party to do any of the above acts.
Exclusion of competitors: You are prohibited from using our Site, including the Content, in any way that competes with our business. Information: The Content is not comprehensive and is for general information purposes only. It does not take into account your specific needs, objectives, or circumstances, and it is not advice. While we use reasonable attempts to ensure the accuracy and completeness of the Content, we make no representation or warranty in relation to it, to the maximum extent permitted by law. Intellectual Property rights: Unless otherwise indicated, we own or license all rights, title, and interest (including intellectual property rights) in our Site and all of the Content. Your use of our Site and your use of and access to any Content does not grant or transfer to you any rights, title, or interest in relation to our Site or the Content. You must not:
copy or use, in whole or in part, any Content;
reproduce, retransmit, distribute, disseminate, sell, publish, broadcast, or circulate any Content to any third party; or
breach any intellectual property rights connected with our Site or the Content, including (without limitation) altering or modifying any of the Content, causing any of the Content to be framed or embedded in another website or platform, or creating derivative works from the Content.
User Content: You may be permitted to post, upload, publish, submit, or transmit relevant information and content (User Content) on our Site. By making available any User Content on or through our Site, you grant to us a worldwide, irrevocable, perpetual, non-exclusive, transferable, royalty-free license to use the User Content, with the right to use, view, copy, adapt, modify, distribute, license, sell, transfer, communicate, publicly display, publicly perform, transmit, stream, broadcast, access, or otherwise such User Content on, through, or by means of our Site. You agree that you are solely responsible for all User Content that you make available on or through our Site. You represent and warrant that:
you are either the sole and exclusive owner of all User Content or you have all rights, licenses, consents, and releases that are necessary to grant to us the rights in such User Content (as contemplated by these Terms); and
neither the User Content nor the posting, uploading, publication, submission, or transmission of the User Content or our use of the User Content on, through, or by means of our Site will infringe, misappropriate or violate a third party’s intellectual property rights, or rights of publicity or privacy, or result in the violation of any applicable law or regulation.
We do not endorse or approve, and are not responsible for, any User Content. We may, at any time (at our sole discretion), remove any User Content. Third party sites: Our Site may contain links to websites operated by third parties. Unless expressly stated otherwise, we do not control, endorse or approve, and are not responsible for, the content on those websites. You should make your own investigations with respect to the suitability of those websites. Discontinuance: We may, at any time and without notice to you, discontinue our Site, in whole or in part. We may also exclude any person from using our Site, at any
time and at our sole discretion. We are not responsible for any Liability you may suffer arising from or in connection with any such discontinuance or exclusion.
Warranties and disclaimers: To the maximum extent permitted by law, we make no representations or warranties about our Site or the Content, including (without limitation) that:
They are complete, accurate, reliable, up-to-date and suitable for any particular purpose;
Access will be uninterrupted, error-free or free from viruses; or
Our Site will be secure.
You read, use and act on our Site and the Content at your own risk. Our Site may be accessed throughout Australia and overseas. We make no representation that our Site complies with the laws (including intellectual property laws) of any country outside Australia. If you access our Site from outside Australia,you do so at your own risk and are responsible for complying with the laws of the jurisdiction where you access our Site.
2. ENGAGMENT AGREEMENT
Cooling Off: The Customer may cancel their Engagement Agreement during the ten (10) business day cooling off period from the date of execution, by notifying
ClaimsCo in writing. Notification may be emailed to customercare@claimsco.com.au.Conditional No Win, No Fee: ClaimsCo agrees to represent the Customer throughout the insurance claims process (“the Claim”) on a conditional no win, no fee
basis and provide the Customer with claims advocacy and management services pertaining to the Customer’s Claim with the Customer’s insurer(s) on the terms and conditions set out in their Engagement Agreement. If the Customer’s Claim is not approved by the insurer at the finalisation of the Claim, ClaimsCo will not charge a Fee for the Services provided. In the event that the Customer has a partial settlement offer from their insurer before engaging ClaimsCo’s services and if ClaimsCo is unsuccessful in increasing the inclusions or value of the claim, or if the claim is not accepted by the insurer, ClaimsCo will not charge a service fee. This is in line with ClaimsCo’s Conditional ‘No Win, No Fee’ policy. If the Customer terminates before completion of the claims lodgement stage, but before the insurer determines the claim amount a partial Service Fee will apply as per the termination policy contained within the Engagement Agreement.
Excess Contribution: ClaimsCo will contribute towards your excess in the following ways:
● Building repairs completed via Our Referred Repairer: up to $1,000.
● Solar only completed repairs via Our Referred Repairer: up to $400.
● Retained Settlement, No Referred Repairer: up to $100.
The excess contribution is capped at the policy excess total and will be credited towards Your building repair invoice or deducted from Your Service Fee invoice.
Success Rate: Between June 2022 and July 2023, we achieved a success rate of 96% for our clients - data attributed to Rebuild Relief claims managed on a won vs loss scenario and past performance is not indicative of future performance. Referred Repairers Provide Building Warranties
ClaimsCo may refer or arrange the use of external builders, contractors, engineers, or other professionals to assist with the insurance Claim process. Referred Repairers are separate legal entities. ClaimsCo may receive remuneration from Referred Repairers. A Referred Repairer may be a related entity. The Customer
acknowledges these arrangements have been disclosed prior to engaging a Referred Repairer or continuing with the service and the Customer acknowledges
they have had the opportunity to ask questions regarding these commercial arrangements prior to signing. The Customer is under no obligation to engage a
Referred Repairer and may choose any repairer. We do not provide warranties or accept any liability or responsibility for the
workmanship, conduct, service, or warranties offered by Referred Repairers. All warranties, workmanship, or quality-related concerns must be directed to the
Referred Repairer and handled in accordance with their terms and conditions, including applicable dispute resolution processes and legal jurisdiction. By engaging
a Referred Repairer, the Customer agrees to resolve any disputes or related to warranties, defects, or workmanship directly with the Referred Repairer, and in the
jurisdiction stipulated by the contract or Referred Repairer. Third-Party Assignment: In some instances, ClaimsCo may assign, subcontract or
otherwise transfer the handling, negotiation and settlement of your insurance claim to another third party, including licensed claims managers or legal representatives. This may include the sale or assignment of our rights and responsibilities under this
agreement, provided such parties are qualified and comply with relevant Australian laws. Termination: The Customer or ClaimsCo can terminate at any time by notice in writing, subject to payment of any Termination Fee, as described in their Engagement Agreement. Should the claim not be accepted by the insurer and
ClaimsCo has advised it cannot provide any further services, no fees will apply under the conditional no win no fee agreement. If ClaimsCo is in the process of providing, or has provided services to the Customer, and the Customer terminates, other than because of breach by the ClaimsCo of the Agreement that entitles the Customer to terminate, then a Termination Fee is calculated as set out in the Engagement Agreement. Jurisdiction: Your use of our Site and these Terms are governed by the laws of QLD, Australia. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts operating in QLD and any courts entitled to hear appeals from those courts and waive any right to object to proceedings being brought in those courts. Limitation of Liability: Neither Party will be liable for any loss, damage, costs or expenses of an indirect or consequential nature, including any economic loss or other loss of turnover, loss of profit or loss business or goodwill, in connection with this Agreement.
3. Referral Program
The Referral Program ("Program") is a collaborative initiative between ClaimsCo trading as Rebuild Relief and Referral Factory, aimed at thanking customers for referring new individuals to Rebuild Relief. Participation in the Program is open to all current customers of Rebuild Relief who meet the eligibility criteria. Eligibility
a. To participate in the Program, customers must be at least 18 years of age, and have an active insurance claim under management with Rebuild Relief.
b. Employees of Rebuild Relief and their immediate family members are excluded from participating in the Program.
c. Referrers may refer a personal friend, family member, acquaintance or colleague (“Referred Individual”) to Rebuild Relief. Referrers are prohibited from referring individuals who are unknown to them.
d. The Referred Individual must be a new and a first-time client of Rebuild Relief and must not be a current or existing client. They may also be a previous client, whose claim was not settled.
e. The Referred Individual must sign up to Rebuild Relief’s services by completing the Engagement Agreement to allow Rebuild Relief to manage an eligible insurance Claim. An eligible insurance claim is one that Rebuild Relief is willing, able and elects to take on the management services of.
f. Referrals from any single Referrer are limited to ten (10) Referred Individuals.
Referral Process
a. Participants can refer individuals to Rebuild Relief by sharing their unique referral link provided by Referral Factory.
b. Referred individuals must use the provided referral link to make a qualifying purchase with Rebuild Relief to be eligible for the gift card.
Qualifying Referral
a. A qualifying referral is defined as a referral engaging Rebuild Relief to manage an eligible insurance claim.
b. The referred individual must complete the Engagement Agreement to allow
Rebuild Relief (or associated parties) to manage an eligible Insurance Claim. The claim must not be subsequently cancelled or retracted.
Thank you Recognition
a. Customers who successfully refer a new individual who meets the qualifying criteria will receive a $200 thank you gift card.
b. The gift card will be issued within 30-90 days of the referred individual's qualifying
Engagement.
c. The gift card will be provided to the email address associated with the referring
customer's Rebuild Relief account, either electronically or by mail to the referring customer’s postal address.
Referral Limits
a. There is a maximum limit of ten (10) referrals a customer can refer.
b. Each referred individual must be a new customer/ client to Rebuild Relief and should not have an existing claim under management.
Termination and Changes
a. Rebuild Relief reserves the right to modify or terminate the Program at any time, without prior notice in accordance with applicable laws and regulations.
b. Any changes to the Program will be communicated through Rebuild Relief's official communication channels.
Compliance
a. Participants must comply with these terms and conditions as well as any applicable laws and regulations.
b. Fraudulent or dishonest activities will result in disqualification from the Program.
Data Privacy
Rebuild Relief will handle all personal data in accordance with its Privacy Policy and relevant data protection laws.
Privacy Considerations
Any sharing of client information would need to comply with privacy laws, such as the Privacy Act 1988, and clients may need to consent to their information being shared.
Consent
By referring an individual to Rebuild Relief, participants confirm they have obtained consent from the referred individual to share their contact information for the purposes of this Program.
Disputes
Any disputes arising from the Program will be resolved at Rebuild Relief's sole discretion.
4. DISPUTE RESOLUTIONS
ClaimsCo will investigate to the best of its ability any disputes that arise through the following processes - initial internal review; escalation to the relevant department; and escalation to the relevant government/state authorities. We have an internal dispute resolution (IDR) process in place to resolve any expressed dissatisfaction, concerns or complaints you may have, quickly and fairly. Where appropriate, we also make the process accessible for clients with disabilities or language difficulties. Any dissatisfaction, concerns or complaints should be directed to the Complaints Officer either by:
● Email: info@rebuildrelief.com.au;
● In writing: PO BOX 3630, Helensvale Town Centre QLD 4212;
● By telephone: 1800 953 644; or
● To your Claims Handling Officer for escalation to the Complaints Officer.
Your expressed notice should specify the nature of the dissatisfaction, concerns or complaints, including all relevant details, as well as your desired outcome and how this may occur.
5. COMPLIANCE
The Complaints Officer will, on receipt of your expressed dissatisfaction, concerns or complaints:
a. Provide a written acknowledgment of your issues, concerns or complaints and indicate a timeframe in which ClaimsCo will formally respond to your complaint.
b. Consider and investigate the circumstances of your dissatisfaction, concerns or complaints which may also involve communicating directly with you.
c. Notify you in writing of our decision, including reasons for the decision and any potential remedies, within thirty (30) days from receipt of your dissatisfaction,
concern or complaint.
d. If your dissatisfaction, concerns or complaint is not resolved within thirty (30) days, the Complaints Officer will inform you in writing of the reasons for the delay.
GOVERNING LAW
These terms and conditions are governed by the laws of your state in Australia. By participating in the Referral Program, participants agree to these terms and conditions and acknowledge that decisions made by Rebuild Relief are final and binding, in accordance with consumer rights, under the Australian Consumer Law.
For any questions and notices, please contact us at:
Claimsco Pty Ltd (ACN: 648 518 165 | AFSL: 530925)
Postal Address: PO Box, 3630 Helensvale Town Centre, QLD 4212
Email: info@rebuildrelief.com.au
Phone: 1800 953 644