Making a claim

For urgent assistance, call us 24 hours a day, 7 days a week on 1300 655 489.

It’s best to keep damaged goods until they have been inspected or assessed. Our claims team or claims reps will advise you when you can dispose of these goods. If the item or items are hazardous (e.g. spoilt food, black mould etc), it is best to document the loss and take photos to help assist us in assessing your claim.

The claims process is made up of 3 main parts:

Lodgement – make sure you supply as much information as possible, including any proof of purchase details when making a claim. This will help resolve your claim faster.

Assessment – our team will use the documentation you’ve provided as well as speak with you during the assessment process.

Outcome – if your claim is valid, we’ll pay your claim up to the amount insured in your policy, under the benefit you’ve claimed under.

When something happens to your home and the things you love, we know you’ll want help fast. So lodging a claim with us is simple. Call us 24 hours a day, 7 days a week and we’ll take details of your claim over the phone on 1300 655 489, or submit your claim online.

It’s also important to keep records of your possessions and any documents that provide evidence of your property’s value, in case you need to make a claim.

The types of documents and information we may request include but are not limited to:

• Proof of purchase – including sales receipts, credit card statements or bank statements showing the purchase transaction details.
• Model and serial numbers, and original instruction booklets and owner’s manuals.
• Valuations – a document completed by a professional valuer before the loss occurred, including an item description, specifications and the cost to replace the item in Australian dollars.

Original certificate of authenticity from the manufacturer.

Our online claims process allows you to lodge your claim and attach any supporting documents or proof of ownership that may support your claim. For contents claims, the more proof and documentation you can attach at lodgement, the faster your claim can be settled.

You can make a claim online or call us on 1300 020 266

We will be in touch to request you to:

• Provide us with access and a reasonable time to inspect the loss or damage before you allow anyone to fix or interfere with it, and
• Provide us with the proof of ownership evidence if not provided when you lodged your claim. We’ll also need details of the cost to repair your property or replace your possessions.
• As long as no further information, assessment or investigation is needed, we will accept or deny your claim and let you know the outcome. If we need further information, we will request the specific information required, appoint an assessor or investigator and provide you with an estimate of the time required to make a decision on your claim.

Repairing or replacing

When we agree to pay a claim for loss or damage, we may choose to pay the reasonable cost of the repair, or the reasonable costs of replacement to new condition or, a cash amount. Please refer to the PDS for more detail.

Repair guarantee

We will guarantee the repair to your building and contents when we provide or recommend a repairer for you. However it’s important to know that we won’t guarantee any repairs if you choose your own repairer.

There are also circumstances where we may refuse to pay your claim, these include;

• The claim isn’t covered under your specific policy or general exclusions
• The building was unoccupied at the time of the event, and had been unoccupied for more than 60 consecutive days, unless you told us of this before the unoccupancy and we agreed in writing to continue your cover. Refer to the PDS for more detail.
• You have failed to take reasonable care to do what is required of you under your policy.
• You have not taken reasonable care to maintain and protect the insured property, to avoid loss or damage to the property.
• You do not take reasonable care to prevent further loss or damage to your property once the event has occurred.
• You fail to give us information we ask for, or do not send us documents you have or have received in relation to the claim.
• You make a fraudulent claim.

Your “sum insured” is the amount for which your building, contents, personal valuables, and legal liability are covered – it will be shown in your policy schedule. You choose the sum insured for your building and/or contents policy and for some listed items of contents and specified personal valuables. In some cases there is a maximum amount payable for certain items and benefits which are outlined within the PDS. 

Your “sum insured” is the amount for which your building, contents, personal valuables, and legal liability are covered – it will be shown in your policy schedule. You choose the sum insured for your building and/or contents policy and for some listed items of contents and specified personal valuables. In some cases there is a maximum amount payable for certain items and benefits which are outlined within the PDS.