Home & Landlord Claims Resource Centre

Tell the police if your home is damaged or your belongings are taken or damaged by any theft, attempted theft, accidental loss, vandalism or intentional act, or riot or civic commotion. Make a note of any incident report number they give you. Provide us with the name of the police officer, station reported to and date reported as we may need to contact the police station and officer to discuss the incident.

Do what you can to prevent further loss or damage to your home or contents. For example, boarding up a broken window to secure your home after a break-in, or putting plastic sheeting over a hole in a roof to prevent more damage from rain. Remember, no-one should get on a roof unless they are fully qualified and follow all Occupational Health and Safety laws.

It’s important you tell us about your claim as soon as possible.

• Getting started. You’ll need your Policy Number, address and contact details. If contents items are involved, make a list. For electrical items, record the make/model to help with the replacement process.
• What happened? What happened, when, where, what was affected. If someone was was involved, we'll need their details.

Is it an emergency? Call us on 1300 729 870.

Keep a record of any incident report number the police have given you as your proof of loss. For items that are no longer available for us to inspect, we will require you to provide evidence that the item existed, when and where it was purchased including a full description and value of the item.

Every claim is different, so we’ll review your claim, get back to you with any questions, answer any of yours, tell you what excess you might have to pay and let you know the details of how will be looking after your claim as soon as we can after receiving it.

Our Assessors will inspect the damage and provide us with a report. Once we’ve received this report we’ll let you know the outcome of the assessment.

Sometimes an Assessment isn’t needed, but we’ll let you know what’s needed to settle your claim (ie a report from an electrician and a quote to fix or replace an item).

We’ll tell you when we approve the claim, if more information is required or if there’s a problem.

Maybe your home or rental property needs repairs or requires replacement. Or contents were damaged, stolen and not found. We fix or replace the building or contents concerned for you as soon as our assessment is done.

If you have questions, or notice any additional incident-related damage, let us know. We’ll check it out.

Remember any repairs we authorise are guaranteed!