How to make a home and contents insurance claim

Owning or renting your home can be expensive; but not taking out insurance could be an even greater expense.

The cost of repairing a home or replacing damaged belongings affected by flood, storm or fire can be distressing and extremely costly, bringing financial and emotional hardship. This is why taking out home and contents insurance can help provide protection and peace of mind.

Having the right home and contents insurance not only helps protect you from the unthinkable of losing your home or belongings, but can also cover additional costs of having to find alternative temporary accommodation, or costs of demolition and debris removal should the home require significant repair.^disclaimer Whether your home and/or contents are affected by events such as accidental damage, theft or natural disasters, it is reassuring to know you have insurance in place to help cover the financial cost.^disclaimer

Seven tips for making a claim

Making a claim for the first time can be daunting especially in the event of a major loss such as fire, storm or flood. To help navigate through the claim lodgement process and to remove some of the stress, the following pointers should help you with your claim:

Contact your insurance provider either online or by phone as soon as you can

Try to have your policy number ready. If you don't know your policy number, after confirming your details the insurance provider should be able to locate your policy and proceed with lodging the claim.

The insurance provider will ask you a series of questions about the loss or damage

Photos of damaged items and receipts of purchased items can all be helpful in lodging your claim.

Retain damaged items, especially water damaged contents

This can help with the timely authentication and repair or replacement of items.

Depending on the extent of the loss or damage, your insurance provider may send out an assessor or company representative to inspect onsite

They may also arrange for qualified trades people or replacement specialists to inspect your home and/or contents, and to provide quotes for repairs. Alternatively, the insurance company may ask you to obtain your own quotes for repairs. It is important not to authorise any repairs or replacements to your home and contents until you have spoken to your insurance provider.

You should not personally attempt temporary repairs

In the interest of safety for you and your family, you should not personally attempt temporary repairs until a qualified repairer or assessor has inspected the home. Your insurance provider can assist with organising an inspection, and emergency repairs, if required. 

Always check with your insurance provider before paying for the replacement or repairs to your lost or damaged items and home

Check first as this could put you out of pocket and slow down the settlement of your claim.

In the event of theft, you need to contact the police to report the incident

Contact the police to report the incident and provide the police report number to the insurance company when lodging the claim.

Common questions about making a claim

How long will the claims process take?

The minimum time and standard which insurance providers must meet when handling your claim are both set out in the General Insurance Code of Practice.

Always confirm the next steps of the claims process with the insurance provider and the expected time of completion of those steps. 

Do I have to pay an excess?

An excess is the amount you may need to pay whenever you make a claim and have that claim approved. You will typically have different excess options to choose from when you take out your home or contents insurance policy and this will be shown on your insurance policy schedule. This excess is generally deducted from the amount your claim is settled for with your insurer before they pay your claim.

You can find out more information about applicable excesses for ANZ Home Insurance in the ANZ Home Premium, Excess, Discount and Options Guide – issued by CGU Insurance.

Settling a home and contents claim

If your insurer has accepted your claim, in consultation with you, they will decide whether to repair, rebuild, replace or pay you the cost for the repairs or rebuilding of either your property or lost or damaged contents.

What if my claim is not accepted?

In some situations, your insurance provider may not cover or pay your claim. If this happens your insurer must tell you why. You can object to this decision and ask for your case to be reviewed either through the insurance provider's own internal dispute-resolution body or by going directly through to the Australian Financial Complaints Authority (AFCA) for free independent resolution of your complaint.

What's covered under home and contents insurance?

Home insurance, otherwise known as building insurance generally covers the cost of repairing or rebuilding residential buildings on the property, including garden sheds, pools and fences. Contents insurance specifically covers the cost of repairing or replacing damaged, lost or stolen belongings in your home, such as your couch, tv or mobile phone. 

When you take out building and contents insurance, what you are covered for will be described in the product disclosure statement, or PDS. Listed events that you may be covered for include accidental damage or loss, flood, and fire.  

Even if you're renting, you should still consider protecting your contents and belongings from loss or damage due to accidental breakage, theft, or fire. Purchasing contents-only insurance can help protect your personal possessions and valuables such as furniture, mobile phones, televisions, computers and clothes. 

What isn't covered under building and contents insurance?

It's important to know what is and isn't covered by a policy before making the decision to purchase, so make sure you read your insurer's product disclosure statement and ask the insurance provider questions to know exactly what you are covered for, and what you're not covered for.

Comparing insurance from several providers also helps in making the right decision. Some insurance providers also provide flexibility in selecting or removing specific benefits and features as well as giving you the option to choose a suitable excess to help meet your specific needs.

What is underinsuring and how can it impact my claim?

When people underestimate the value of their building and contents, they insure them for less than they're worth, this is often referred to as 'underinsurance'. Underinsurance can prevent you from being adequately covered, leaving you significantly out of pocket at claim time.

To help prevent underinsurance, you should use an online sums insured building and contents calculator to help estimate the true cost of replacing your building and contents using today's prices.^disclaimer

You should also check the insured amounts for your buildings and/or contents every time your insurance policy renews, to ensure these amounts still meet your needs.

Need to make an ANZ Home Insurance claim?

You can make a claim for ANZ Home Insurance or Landlord Insurance over the phone 24/7. Make sure to have your policy number handy.