07/04/2026
At CHU, we understand that life can present difficult circumstances, especially concerning financial distress, natural disasters, mental health, or families in crisis. At all times, we are committed to assisting our customers with the utmost respect and flexibility.
We are committed to providing comprehensive support for our customers. Our priority is ensuring that everyone receives the assistance they require during challenging situations.
Learn more about how we support our customers.
Extra support during the slaims process
We know that lodging an insurance claim can be overwhelming, especially for vulnerable customers experiencing challenging circumstances. That’s why we’re proud to introduce Kim Scaysbrook, our Customer Care Manager, who works within our CHU Services and Claims division to provide extra support when it is needed most. While CHU’s adjusters and claims specialists focus on repair work and managing claims efficiently, Kim is available to provide personal support for customers who may be struggling due to life events or the emotional impact of a claim.
Kim’s role is dedicated to supporting vulnerable customers. If you have any customers with a CHU policy who you think may need special care — for example, the elderly, those facing mental health challenges, people who are experiencing hardships in their lives, or those with sensitive claims involving a death or serious injury — Kim will ensure they receive the emotional care and guidance they need during the claims process.
Emergency support and lodging a claim
Severe weather events can cause significant damage, and we’re here to help customers recover as quickly as possible.
What you need to lodge a claim
To help us process claims efficiently, please provide:
- Date and time of the incident
- Photos of the damage
- Policy number/Strata Plan number, insured address, and affected units
Brokers and authorised representatives can track their customers’ claims via the StrataTech platform.
Preparing for extreme weather events
With severe weather events becoming more frequent, preparation is key. We encourage customers to take the following precautions:
- Stay informed via weather updates and local authorities.
- Confirm evacuation routes and the locations of emergency shelters.
- Prepare an emergency kit with food, water, first aid supplies, torches, and batteries.
- Secure important documents and valuables.
For more information about how to be prepared, read What We Do When Catastrophe Strikes.
Additional wellbeing support
In addition to our customer care services, CHU policyholders have access to TELUS Health’s Employee Assistance Program (EAP) for mental and physical health resources.
Customers can access EAP services by calling 1300 361 008, selecting option 1, and stating they are a CHU customer.
At CHU, we are committed to helping customers through difficult times. If you have any questions, or know a customer who needs extra help, email customercare@chu.com.au.
