Is there an urgent incident or accident in your rental home?

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

If there is currently an emergency at your rental home, follow this information so you and others are safe. You’ll also be ready if you need to make a Landlords Insurance claim.

1. Relocate to a safe place away from hazards

  • Secure the property and don’t re-enter a dangerous area
  • If you can do so safely, disconnect appliances or utilities to prevent further 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

  • We can organise urgent repairs to make your rental home safe again.

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:

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
  • Quotes, invoices, receipts or credit card statements
  • Entry and exit condition reports on the property
  • Past or new tenant lease agreements
  • Rental history ledger and bond documents
  • Police or fire brigade event number, if applicable

We'll tell you if you need any other documents related to your claim, or other proofs of 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.

Landlords Insurance claim process

When you’ve worked hard for your investment, it’s vital to protect it. You can depend on our Claims Team to be there 24/7 for you to lodge your claim, after damage or loss to your rental property.

Just like you, every claim is unique. This guide makes it easier to submit a Landlords Insurance claim, plus understand how our claim process works.


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 or your tenants, to inspect the damage or loss 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, our Emergency Make-Safe Team will sort out any hazards still on-site, to make your rental home safe.
  • If it’s a Contents claim, we will 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 and organise quotes. Or, we will consider someone you choose and if approved, we’ll make the arrangements.

Check what you're covered for

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:

Repair, replace or rebuild your rental home and/or contents

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. We can also do a final inspection on your rental property, if you have any concerns.

Pay you the cost to repair, replace or rebuild your rental home

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 Landlords Insurance Product Disclosure Statement for more information.

Pay you up to the value of your rental home and/or contents

The value that your rental 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 sum insured for your rental home in your Landlords 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 Landlords Contents Insurance Policy.

You can check your insured values for your Landlords 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.   

Pay you rental income owed up to the value in your policy, if you’re covered for it

If any damage or loss is due to an insured event and you’re covered for it, we will pay out your rental losses, provided all necessary documentations are supplied. Read the Landlords Insurance Product Disclosure Statement for more information, including policy limits.

If any damage or loss is your tenant’s fault and against their tenancy agreement, we will reduce the settlement by your tenant’s total bond, which you must legally claim first.

We will then calculate rent owing and legal expenses up to the values outlined in your Landlords Insurance policy.

We complete your claim

Once your claim is finalised, we’ll take care of any settlements to other people or tenants 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 normal life as a landlord!

Have concerns about your existing claim?

Benefits are subject to the terms and conditions including the limits and exclusions of the insurance policy. Any advice provided is general only and may not be right for you. Before you purchase this product you should carefully read the Landlords Insurance Product Disclosure Statement to decide if it is right for you.