What if I have a question about my claim?

We are here to help you through all stages of your claim. Claim online with one of our agents from 8 am to 4 pm Monday to Friday AEST.

Or call us on 1800 069 336 to speak to someone from our new claims team 24/7 or the existing claims team from 6 am to 6 pm Monday to Friday and 6 am - 2 pm Saturday and Sunday AEST.

How do I send you the documents supporting my claim?

Please email the documents supporting your home and/or contents insurance claim to [email protected], with only your claim number in the subject line.

Am I required to provide proof of loss or damage?

Allowing us to assess the damage or loss is usually all that’s required to prove it. We may ask you for photos of the damage to your home in instances where we are not appointing an assessor. 

If an item has been lost, stolen, or contaminated (for example due to floods) and can’t be assessed, we may ask you to provide evidence of ownership and value.

This evidence could include:

  • purchase receipts
  • valuations
  • credit-card statements
  • serial numbers
  • owner’s manuals
  • guarantee or warranty certificates
  • photos or videos of your item
  • product packaging.

If evidence is required to support your claim, please email it to [email protected], with only your claim number in the subject line.

What documents do I need to supply if I’m claiming for the landlord benefit on loss of rent after an insured event?

We will ask you to provide copies of the following documents when you lodge your claim:

  • A tenancy agreement
  • A real estate management contract
  • A tenancy ledger

In certain circumstances, we may ask for other documents to further support your claim.

What documents do I need to supply if I’m claiming for optional landlord covers?

We will ask you to provide copies of the following documents when you lodge your claim:

  • A tenancy agreement
  • A real estate management contract
  • A tenancy ledger

In certain circumstances, we may ask for other documents to further support your claim.

Do I need to supply a police or fire brigade report?

A police report is needed for claims lodged under:

  • Theft
  • Malicious Damage
  • Tenant Malicious Damage

Depending on the type of claim we may ask for other reports from the police, fire brigade, or emergency services.

How long will my claim take?

Home claims are not completed in a set timeframe and instead can vary based on the customer's individual circumstances. When speaking to your claims consultant they may be able to give you an indication of the timeframe surrounding your specific claim.

Why are you asking me about GST?

We are required by the Australian Tax Office (ATO) to collect details from those who are registered for GST. The reason why we collect this information is that it impacts the settlement of any claims made on your insurance policy.

This is only relevant if you claim the GST on your insurance premiums. For more details please contact the ATO or consult your accountant or tax officer or financial advisor.

Why are you asking me about my ABN?

We do not need your ABN, just information around your claiming status.

You’ll need to let us know whether you are registered for GST and if you are entitled to claim for an Input Tax Credit (ITC) on your premium. Keep in mind that each time you make a claim you’ll need to give us this entitlement with a full GST entitlement equalling 100% of an ITC entitlement.

Could my claim be declined?

When you submit an insurance claim several things can happen:

  • Your claim may be approved in full
  • Your claim may be partially approved
  • Your claim may be declined

Once a claim is submitted we will review all of the relevant information to determine what is covered under your specific policy.

In some instances, we may only be able to approve part of the claim and usually, this decision is made after receiving all relevant information.

For example, here are some reasons why a claim may be partially approved  or declined:

  • An insurance policy was not current at the time of the loss occurring
  • A policy only covers damage from insured events, while pre-existing damage is not covered
  • Information was not provided accurately when a policy was purchased or renewed
  • You have not met the obligations and conditions of your contract
  • The damages or cause of damage are subject to one or more policy exclusions

What can I do if I am unhappy with my claim?

If you’re unhappy with how your claim is being handled please contact our claims team so your concerns can be addressed. 

Get a home contents insurance quote online