Jemena

Making a claim

If you suffer loss, you may be entitled to claim compensation from us

If your property suffers damage as a result of a gas fault, or accidental damage caused by a Jemena work crew, you have the option to submit a claim through Jemena or your insurance company.

Should your insurance company require written confirmation of the details of the incident leading to the claim, please send your request in writing, including your address, date and (approximate) time of the incident to our customer relations department, you will receive a response within 5 business days.

Should you wish to lodge your claim with Jemena, we request you provide a brief statement of the incident in writing, including your address, date and (approximate) time of the incident to our customer relations department, please ensure that any supporting documentation is attached.

Upon receipt of your claim, an acknowledgement letter will be sent to you providing contact details of the Claims Coordinator assigned to assessing your claim, the Claims Coordinator will then undertake all necessary investigations, aiming for a resolution to your claim within four weeks. For incidents where Jemena are not deemed liable to provide compensation, advice will be communicated to you in writing at the earliest opportunity.

Contact our customer relations department