You told us about your claim.
Now that you’ve reported what happened, you'll have received confirmation of your claim number. We'll get right on to assessing your claim, and we’re here to assist you or answer your questions.
We may need more information for your claim.
Here’s a simple breakdown of information you needed to lodge your claim. Don’t worry if you couldn’t provide everything at the start, especially after an incident. Just send us any remaining details or documents.
- 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 or Fire Brigade event number or report, if applicable.
- Invoices, receipts or credit card statements, if relevant.
Home and Contents Insurance claim process.
Just like you, every claim is unique. However, we understand it’s crucial to restore your household fast and resolve your claim. This guide makes it easier to know what to expect from our Home and Contents Insurance claim process.
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 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.
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 some concerns about your claim?
If you have a complaint or are unsatisfied with how your Home and Contents Insurance claim is being handled, it’s important to let us know. We will work with you to resolve your concerns. Please call our Claims Team on 1300 10 1234.
