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