Mainstay Claims

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At Mainstay Underwriting, we believe that claims are not just a consequence of insurance—they are the true test of its value. That’s why we treat claims as a central part of our offering, not an afterthought.

We operate exclusively through brokers, and our claims philosophy is built around transparency, responsiveness, and fairness. Our hybrid claims management model ensures that each claim is handled by the team best equipped to deliver results:

• Property Claims: Managed in-house by Mainstay Underwriting for all policies placed on or after 1 December 2025.
• Property Claims: Managed by Steadfast Claims for all policies placed prior to 1 December 2025.
• Liability Claims: Managed by our trusted third-party administrator, Gallagher Bassett, ensuring specialist oversight and efficient resolution.

Whether handled internally or through our TPA partner, every claim is managed with care, clarity, and a commitment to delivering the best possible outcome for our broker partners and their clients.

If your client has a claim, please complete the appropriate Mainstay Underwriting claim form (found on the downloads page) and forward to Claims@Mainstay.com.au. Our team will then review the claim and possibly confirm information with you such as available photos or whether the premium has been paid. We will then acknowledge your claim and either commence our review or pass your claim onto our TPA who will again acknowledge your claim with a claim number. Please ensure that all correspondence with the TPA includes our team so that we can ensure you’re getting the best possible service.

Mainstay Property Claims

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From 1 December, Mainstay Claims will manage all property claims. With over 90% of our claims being property-related, and with dealerships & motor trades being a specialist focus of our business, we believe that we are best placed to handle these claims with the expertise and attention they require.

Our deep understanding of the unique needs within the dealership and motor trade sector ensures that you and your clients can have one conversation and know you're in safe hands. This streamlined approach brings confidence and clarity to the claims process — for brokers and clients alike.

Click here to lodge your claim now

Mainstay Liability Claims

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Gallagher Bassett will manage all liability claims on our behalf. As Australia’s leading liability TPA, they bring a wealth of expertise in handling complex and sensitive claims with efficiency, fairness, and care.

Their specialised knowledge in liability risk ensures that brokers and clients receive clear guidance and professional support throughout the process. Whether it’s managing incidents, investigating circumstances, or coordinating with all parties involved, Gallagher Bassett’s proven approach gives confidence that claims are being resolved effectively.

To lodge a liability claim, please complete the relevant claim form available on our Downloads page. If you have any questions or need assistance, call our office and speak to one of our team — we’re always here to help.

Property Claims Prior to 1st December

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Steadfast Claims will continue to manage our property claims that were lodged prior to 1 December. They are a knowledgeable and experienced team who have served our brokers and their clients well.

However, as we continue to grow and refine our offering, we made the decision to transition our claims management to our internal Claims team. This move reflects our commitment to prioritising claims service as a key part of our broker and client experience, particularly in our specialist areas such as dealerships and motor trades.

We’re confident this change will deliver a more tailored, efficient, and responsive claims process moving forward.

Frequently Asked Questions

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