Responding to Significant Weather Events

1. Prioritise Your Safety
   • Start by identifying the hazard and making sure everyone is safe
   • If it is an emergency - Call Triple Zero - (000)
   • If the hazard is ongoing - Contact the SES 132 500
2. Secure the Area
   • Avoid the damaged area and any ongoing risk
   • Shut off all affected utilities like power, water, or gas (if it is safe to do so)
   • Secure the area to prevent further access, damage, and loss
3. Contact Us for Claim Support
   • Call us 24/7 on 1800 069 336
   • We will organise a ‘Make Safe’ as a temporary course of action

1. Access
   Only return to your property when emergency services give the go ahead.
2. Potential Hazards
   If water has entered the property, don't turn on your electricity until it has been inspected and signed off by an electrician.
3. Preventing Further Damage
   If you have sustained roof damage and further damage may be caused by subsequent weather, please contact us to arrange a ‘make safe’ repair.

Temporary Accommodation: If you are unable to live at your property, we may be able to support you and your pets with temporary accommodation where your policy has this benefit.

1. Document the Damage
   You can start cleaning up, but first take pictures or videos of damage to the property and possessions, and keep samples of damaged materials and fabrics as evidence for your claim (for carpet, around a square meter should be fine, if it is safe to keep).
2. Remove Water and Mud-Damaged Contents
   You are able to remove water or mud-damaged materials from your property that might pose a health risk, such as saturated carpets and soft furnishings (if the item is damaged and may be repairable or you are retaining destroyed items, store them somewhere where they do not pose a health risk).
3. Keep a Record of Items
   You should make a list of all the damaged items and provide as much information as you can. This could include a description of the item, brand, model, and serial number.
4. Purchase New Items
   If you have to purchase new items immediately to get you back on your feet, like a washing machine, fridge, or essential items then you’re able to do so. Please keep your receipts and if your Contents Insurance provides cover for these items and your claim for these items is accepted, we’ll provide you with a cash settlement for the covered items instead of replacing them.
5. Replacement of Non-Essential Items
   If the replacement is not urgent, please make a list with a short description of the item and details such as brand, where the item was purchased and receipts/ proof of purchase if possible. Photos of the damaged items and replacement quotes may also help with the replacement process.

1. Check Your Car for Damage
   When safe to do so, check your vehicle for water damage.
2. Please Don’t Drive Your Vehicle
   If your vehicle has suffered water damage - do not drive the vehicle.  We will arrange for it to be towed to as assessment location. If in doubt, please contact us.
3. Clean and Dry the Car as Best You Can
   Doing so will reduce the risk of mould damage.

If you locate additional damage that was caused by the same event after lodging your claim but prior to a builder or assessor visiting your property (virtually or in-person), you do not need to contact us to update your claim.

Please document the damage uncovered and discuss this with the builder when the assessment (virtual or in-person) happens.  

If your assessment has already occurred, please contact your builder or assessor directly. If this is not possible, please send an email to [email protected] with photos and a description of the additional damage.

1. If a ‘Make Safe’ (Temporary Repairs) is Required
   If your home requires immediate temporary repairs (a ‘make safe’) to ensure the property is safe and prevent further damage, please contact us.
2. Unrelated Event
   Where the damage is not related to the same event, please contact us as this may need to be managed as a separate claim.