How do I make a home insurance claim?

When making a claim on your Budget Direct home and/or contents policy, please follow these steps:

  1. Take all reasonable steps to prevent or minimise further loss, damage or liability.
  2. Report any theft (or attempted theft), malicious damage or vehicle impact to the police as soon as possible.
  3. Lodge a claim, providing us with the full details of the incident and any relevant supporting documents.

Is there a time limit for making a home insurance claim?

There’s no time limit for making a claim on your Budget Direct home insurance, however we recommend you lodge your claim as soon as possible.

(Even if you don’t lodge your claim straight away, you must take all reasonable steps to prevent or minimise further loss or damage – otherwise, it could affect your claim.)

When making a home insurance claim, am I required to provide proof of loss or damage (e.g. receipts)?

Allowing us to assess the damage or loss is usually all that’s required to prove it.

If an item has been lost or stolen 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

How do I send you the documents supporting my claim?

Please email the documents supporting your home and/or contents insurance claim to

My home has been burgled – what do I do?

Report the incident to the police before lodging a claim.

The police will give you a reference number, which you’ll need to pass on to us.

A water pipe in my home has burst – what do I do?

Turn the water off at the mains and/or contact an emergency plumber to stop the leak.

Then call us on 1800 069 336 and we’ll arrange for the water and any damaged flooring to be removed and send an assessor to your home.

A tree has fallen on my house – what do I do?

If anyone in your house has been seriously injured, dial 000.

If the fallen tree threatens your family’s health and safety, contact your state emergency service on 132 500.

If it’s not an emergency, call us on 1800 069 336; we’ll arrange to get the tree removed after assessing the damage to your home.

Should I make a home insurance claim or not?

It’s entirely up to you whether to claim on your home insurance policy.

The main thing to consider is the cost of repairing or replacing the loss or damage to your home and/or contents.

If the cost is less than your excess, it would not make sense to claim as you’re responsible for paying the entire bill.

If the cost is more than your excess, then it would make sense to consider claiming as we’ll pay the difference between your excess and the repair or replacement cost, up to your sum insured.

How long do my home insurance claims remain on record?

Your home (and/or motor) insurance claims are held on your ‘My Insurance Claims Report’ for 10 years.

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