Is there an urgent incident or accident at your home?


Find out more about how we'll help with your Home and Contents Insurance claim below. Or if you're ready to tell us now, start your Home and Contents Insurance claim.


If there is currently an emergency at your home, use this information to help stay safe. You’ll also be ready if you need to make a Home Insurance claim:


1. Relocate to a safe place away from hazards

  • Move your family and pets to safety
  • Secure your property and don’t re-enter a dangerous area
  • If you can do so safely, disconnect appliances or utilities to prevent damage


2. Call 000 or your State Emergency Service immediately if:

  • Anybody is injured or in danger
  • There’s a serious situation including a natural disaster


3. Take details at the scene, such as:

  • Contact details of anyone else involved, or witnesses
  • Photos of the property damage and incident surroundings
  • The police or fire brigade event number, if they attended


4. Call us for emergency repairs or accommodation

  • We can organise urgent repairs to make your home safe again and take care of temporary accommodation.


Call our 24/7 claims line now for emergency assistance on 1300 10 1234

Tell us about your claim

Let our Claims Team know as soon as possible. You can:

Make your claim online 24/7

Login to My Insurance Portal to start your online claim

Call our claims team

To lodge a new claim call our 24/7 Claims Team on 1300 10 1234

To check on your existing claim call our Claims Team on 1300 10 1234, Monday to Friday, 8am-5pm (AEST/AEDT)

Details you will need to make a claim


Here’s a simple breakdown of information you will need to lodge your claim:

    • Your personal details and policy number
    • Details about when the event took place and what occurred
    • List of property damaged, lost or stolen
    • Photos of the incident scene and damage
    • Police event number or report, if applicable
    • Quotes, invoices, receipts or credit card statements


    We'll tell you if you need any other documents related to your claim, or that prove ownership.

    And don’t worry if you can’t provide everything when you first tell us what happened, especially after an incident. Just send us any remaining details or documents later.

    Home and Contents Insurance claim process

    There’s no place like home. So when something happens and you need to make a claim, you can count on our Claims Team to be there 24/7, for you to lodge your claim.

    Just like you, every claim is unique. However, we understand it’s crucial to restore your household quickly and resolve your claim.

    This guide makes it easier to know what to expect from our Home and Contents Insurance claim process and start your claim.


    We lodge your claim

    We assign a dedicated Client Manager from our Home Claims Team, to handle your claim from start to finish.

    If required, we'll book a convenient time with you to inspect the damage of your contents or property. We’ll look at any urgent repairs already made, or more repairs that you need.

    • If it’s a Building claim, if needed, our Emergency Make-Safe Team will sort out any hazards still on-site, to make your home safe.
    • If it’s a Contents claim, we'll request a list of items that may require repairs or replacement. If we can’t repair or replace something, we’ll discuss it with you.


    Our Property Repair Team will then assess the damages, and engage with other experts if needed, to inspect your property. Or, we will consider someone you choose and if approved, we’ll make the arrangements.

    We assess your claim

    We check your policy, property and damages and let you know if we can approve your claim or not, and why. An excess may be payable depending on your situation and cover. We will then work with you to either:

    The appointed Property Repair Team will contact you about assessing the damage, plus provide you with a scope of works and schedule so you’re clear on the steps to follow.

    If you need to pay an excess, it’s usually paid directly to the Property Repair Team after we advise you of the scope of work, but before they commence the work.

    If you have Contents Insurance, we can place your home’s contents into storage depending on the circumstances, while the repairs take place. We can also do a final inspection on your property, if you have any concerns

    We will pay the repair or rebuild cost (whichever is the lesser), for the item or part of the building that is damaged. Or, if it’s decided not to repair or rebuild, we will discuss it with you.

    Read the Home Insurance Product Disclosure Statement for more information.

    The value that your home or individual contents are purchased and insured for, is listed on your Certificate of Insurance. Each year after your policy renews, these figures may adjust due to inflation and other factors.

    For example, you should consider the amount listed for your home in your Home Insurance policy carefully making sure you take into consideration any renovations made or new contents purchased, as these may increase the insured value of your Contents Insurance Policy.

    You can check your insured values for your Home Insurance cover in My Insurance Portal. Call us if you would like to update these amounts accordingly, to ensure that you are not under-insured at the time of a claim.

    We complete your claim

    Once your claim is finalised, we’ll take care of any settlements to any other people involved.

    We will contact anyone else or their insurance providers, so you don’t have to. If the other parties or their representatives contact you, please let us know.

    That’s it. Then you can get back to your home sweet home and everyday life!


    Have concerns about your existing claim?