Out of Hours Loss - What to do when the unexpected happens

Step 1: Prioritise Safety

Safety First

Your safety and the safety of your staff and patrons is the top priority. If the situation poses any immediate danger, contact emergency services first.

Step 2: Call the Xenia Mutual 24/7 Hotline

Emergency Hotline: 1800 002 782

On behalf of Xenia Mutual, ASTA Loss Adjusting provide a 24/7 hotline to take details of your loss and can assist with organising a make-safe.

Advise ASTA you are a Xenia Mutual Member and provide all requested information.

The ASTA on-call team will arrange a callback and coordinate make-safe plans or contractors to assist if needed.

Step 3: Take Immediate Action (If safe to do so)

Be proactive and organise a make-safe if required.

Taking immediate action to prevent further damage is critical. A make-safe helps protect your venue, staff, and patrons, and can significantly reduce the overall impact of the loss.

If you choose to use your own contractors instead of engaging ASTA, please ensure you keep receipts and records of any emergency expenses. This documentation will support the assessment and claims process.

Step 4: Document the Damage

Document Everything

Take clear photos or videos of the affected areas.

Note the time, location, and circumstances of the incident.

This documentation enhances clarity and supports the assessment phase which in turn can help speed up the claim lifecycle.

Step 5: Notify Xenia Mutual and Your Broker

Communication is Key

Once safe and practical, notify both Xenia Mutual claims team and your broker to ensure everyone is aligned and aware of the incident. This helps avoid confusion and ensures coordinated support.

Xenia SCS Claims Management Team: xeniaclaims@steadfastclaims.com.au
Xenia SCS Claims Management Team: 02 8233 3161
SCS First Response (out of hours) emergency hotline: 1300 131 001

Include:

• Venue name & address
• Date & time of the incident
• Description or summary of the loss
• Any photos or supporting documents

Tip: Be Prepared

Consider keeping a printed copy of this guide at your venue and ensure key staff know who to contact in an emergency.

Summary

• Safety First – Prioritise your safety and the safety of your staff and patrons
• Make Safe – Contact the ASTA emergency hotline: 1800 002 782 or your preferred contractor
• Document Everything – Take photos/videos of all affected areas and items
• Contact Us When Safe – We’re here to help and our dedicated team will support you

If you have any questions or require further assistance, please contact us.