Your home insurance claims journey.

Claim lifecycle day 1

What happens

• Call us and we will lodge your claim over the phone, or you can lodge your claim online.
• If you call, you’ll speak with a Lodgement Consultant who will ask questions about what has happened.
• The Lodgement Consultant will lodge your claim, give you a claim number, and explain what happens next. They will also tell you if there is any more information needed from you to support your claim.
• We’ll assign a Claims Consultant who will be your main contact throughout the claim and provide you with information on how to contact us about your claim. 

Who you'll meet

Lodgement Consultant

Their role: Take initial information, create your claim file, explain the process, arrange emergency help if needed, and provide you with the contact details of the Building Assessor if one is appointed, or the suppliers involved in your claim. 

What we need from you

• Your policy number (have it handy).
• Details of what happened - when, where, how.
•  Photos or videos of the damage.
• Police report number (if the claim is related to theft/vandalism/vehicle impact).
• Your contact details and preferred way to communicate. 

Frequent questions

How long does lodging take?
Usually 15-30 minutes on the phone, or 10-20 minutes online.

What if I don’t know all the details yet?
That’s OK - tell us what you know when you contact us to lodge your claim. You can provide more information over the phone or via email later as you discover it.

Will I be assigned one person to handle my claim?
Yes - your Claims Consultant is your main contact, and you will receive a direct phone number for them. They’ll guide you through the entire process and answer your questions.

Claim lifecycle days 2-10

What happens

• Your Claims Consultant will arrange for someone to inspect the damage.
• For building damage: A Building Assessor or builder will visit your property after contacting you directly via phone or text to agree to a suitable time. If your property is in need of emergency repairs, we will organise a builder or trade to help make the damaged area safe until your assessment takes place.
• For contents damage: We may ask for photos, receipts, or arrange an inspection and we will provide you with the email address to send any information to.
• The Building Assessor prepares a report on what’s damaged and estimated repair costs.

Who you'll meet

Building Assessor

Their role: A Qualified Builder who inspects your property, photographs damage, measures the extent of damage, and prepares a report with repair recommendations and costs. They are not an employee of ours, however, they are a trusted partner with the skill and expertise needed to provide an objective assessment.

  
What they’ll do: Walk through your property, take measurements and photos, ask about what happened, and inspect all damaged areas. This visit typically takes 30-60 minutes. 

Who else might visit:

Specialist/Expert

For complex damage, we might need a structural engineer, electrician, plumber, or other specialist to figure out the cause and extent of damage. If they are needed to support your claim, we or the builder managing your assessment will tell you who is being appointed and 
why. The specialist/expert will then contact you to organise an inspection at a suitable time.

Examples: Engineer for structural damage, hydrologist for water damage source, electrician for electrical damage.

Internal Assessor

Their role: They are employed by us to help make informed decisions on the claim where it is believed a physical site inspection, desktop assessment or a virtual assessment would help. If we need them on your claim, we or the builder will tell you and provide you with their details.

What we need from you:

• Be present for the assessment.  
• Show the assessor all damaged areas.
• Explain what happened and answer their questions.
• Provide any relevant information (for example, when you last had any maintenance or renovations completed at your property). 

Frequent questions

What if I miss the appointment?   
Call the appointment organiser as soon as possible to reschedule. Missed appointments delay your claims, but we understand emergencies happen.

What should I prepare?
Have your policy documents handy, make a list of damaged items, gather any receipts or proof of ownership, and be ready to walk the assessor through what happened. 

Can I be present?
Yes - we encourage it. You can point out all damage and ask questions. 

How long until I hear back?
It usually takes up to 10 business days for us to get the assessment report and up to 10 business days for us to then review it. If a specialist/expert report is needed, this can take longer, however we will keep you informed of this and when we expect to receive their report. 

Claim lifecycle days 11-20

What happens

• Your Claims Consultant reviews the assessment report.
• They check if the damage is covered under your policy.
• They’ll contact you with the decision - claim approved, declined, partially approved, or they need more information.
• If approved, they’ll explain next steps and walk through the “Scope of Works” with you to ensure you understand what will be included in your claim or will be carried out for your repairs.

Who makes the decision

Claims Consultant

Their role: Review all information, apply policy terms, decide coverage, calculate settlement amounts, explain the decision to you, and coordinate repairs.   

What we need from you

• Proof of ownership for contents claims (examples may include receipts, photos, bank statements, manuals).
• Answer any other questions about the damage or circumstances.
• Patience while we review everything carefully. 

Frequent questions

What's a "Scope of Works"?   
A document provided by the builder listing all repairs to be done, materials to be used, and costs. It’s your repair plan. 

What am I being asked to sign?
A Building Contract - this authorises the builder to start repairs based on the agreed scope. Read it carefully before signing. This will be provided by the builder and is the agreement between you and the building company carrying out the repairs. You are covered by the Homeowner’s Warranty the builder provides under the contract, and you can also contact us for any concerns that arise.  

What happens if I miss something and have signed it already?
You can let us know at any time if we have missed something and we will then review it and add it to the scope later as a “Variation” if needed.

Claim lifecycle days 21-28

What happens

• We allocate a builder and provide you with their contact details.
• The builder will provide you with the Scope of Works and contract.
• You review and sign the Building Contract.
• You pay your excess (or arrange payment) to the builder, or you can decide to pay this to us by contacting us.
• The Builder contacts you to schedule work. 

What we need from you

• Review the scope carefully and ask questions if anything is unclear.
• Sign the Building Contract.
• Pay your excess as soon as practical and before repairs are complete.
• Be available for the builder to contact you.

Frequent questions

What if I don't understand the scope?   
Ask your Claims Consultant to explain it in plain English. They can walk you through it line by line. Don’t sign anything you don’t understand. If you still hold concerns following this discussion, we may appoint an Internal Assessor to clarify the Scope of Works and answer 
any questions for you.

What if I don't agree with the scope?
Discuss your concerns with your Claims Consultant. If you think repairs are missing, point this out. We can revise the scope if needed. You have the right to question anything.

Can I use my own builder?
Sometimes, but there are risks:

• You manage everything - finding builders, getting quotes, managing the work.
• No warranty from us - we only guarantee work done by our approved builders.
• Cash settlement - we will pay you the reasonable repair cost and you handle it all. 

What if I need to pay my excess, but I'm struggling financially?
Talk to your Claims Consultant. We can discuss financial hardship support or deduct the excess from your final settlement in some situations.

How long before repairs start?
Usually within 4 weeks of signing the Building Contract. This timing will depend on both yours and the builder’s availability, and the complexity of the repairs. 

Claim lifecycle - timeframe varies

What happens

• Builder schedules and starts work.
• Your Claims Consultant monitors progress and keeps you updated.
• Builder completes repairs according to the scope. 
• If more damage is found, builder requests a “variation”. 

Who you'll meet

Builder/Repairer

Their role: Complete all repairs listed in the Scope of Works to a professional standard, keep you informed of progress, find any other damage requiring repair, complete work safely and respectfully.  

What we need from you

• Provide access to your property as arranged.
• Let us know right away if you have concerns about the builder’s work.
• Be available for progress updates.

Frequent questions

What if they find more damage during repairs?   
The builder will request a “variation” (change to the original scope). Your Claims Consultant will assess if it’s covered and get your approval before going ahead. This is normal - hidden damage is often discovered once work starts. 

How long will repairs take?
This varies depending on damage extent, the below is a guide only:

• Minor repairs (single room, limited damage): 1-3 weeks.
• Moderate repairs (multiple rooms, structural work): 4-8 weeks (about 2 months).
• Major repairs (extensive damage, rebuild): 3-6 months or longer.
• Weather, trade and material availability, and complexity all affect timing.

Your Claims Consultant will provide you with an estimated timeline for your specific repairs.

What if I'm not happy with the work quality?
Contact your Claims Consultant at once. Don’t wait until the repairs are complete. We guarantee work done by our approved builders. We will ensure that any concerns are addressed and that the repairs we authorise are compliant and completed in line with current industry standards. 

What happens if I want to change something about the repair like colours or patterns?
Please let the builder know and we will see if we can accommodate within the existing scope, although it will depend on the extent of the change. This will be documented in your Scope of Works/Contract, and you will need to sign off on this change. 

Can I stay at home during the repairs?
This depends on the damage. For minor repairs, usually yes. If your home is unsafe or unlivable, we’ll arrange and cover temporary accommodation.

Claim lifecycle - Final days

What happens

• Builder completes the work and lets you know.
• Final inspection conducted (you, builder, and sometimes our Internal Assessor).
• You check everything is completed to your satisfaction.
• You sign off on completion.
• Final payment is processed to builder.
• Your claim is closed.

What we need from you

• Inspect the completed work carefully.
• Point out any issues or defects at once.
• Sign the completion certificate only when you’re satisfied.
• Provide feedback on your experience.

Frequent questions

What if I find defects?   
Don’t sign off on completion. Tell your Claims Consultant and the builder. They must fix defects before you approve final completion.

What if I find more damage later?
Contact your Claims Consultant within a reasonable time. If the damage is related to the original event and was hidden, it may be covered. 

What's the warranty on repairs?
Work done by our approved builders is guaranteed. You will receive warranty details at completion.