How to file a home insurance claim
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- How do you file a home insurance claim?
- How to appeal a denied home insurance claim
- What evidence do you need when making a home insurance claim?
- Is there a time limit for filing a home insurance claim in Australia?
- How long do claims take to get resolved?
- Do home insurance premiums increase after a claim?
- Top reasons why home insurance claims get rejected
- What can I claim on my home insurance?
Home is where the heart is, and ensuring it's protected with the right home insurance is key to peace of mind. When faced with unexpected events like fire, theft or vandalism, knowing how to navigate the claims process is crucial.
In this guide, we’ll dive straight into the steps for making a home insurance claim, assuming you're already familiar with the basics of what home insurance covers. But if you need a refresher on home insurance, you can check out our comprehensive guide on home insurance before moving on.
So with that out of the way, let’s outline the step-by-step process for filing a home insurance claim.
How do you file a home insurance claim?
So your home has suffered damage. Now what? Believe it or not, the home insurance claim process is quite straightforward. The steps below provide the basic framework, but your provider will usually have their process outlined on their website. And you can never go wrong checking your PDS, as your insurer is required by law to describe their claims process within those sacred pages.
- Report the incident to the authorities ASAP. As soon as it’s safe to do so, make sure you report the incident and get a copy of the report, especially if it’s a police report. This will give official authority to your claim.
- Contact your insurance provider. They will be able to walk you through the next steps, including what evidence you will need for your claim and whether they will send out a representative to assess the damage. In some cases, they may also be able to provide you with immediate assistance such as emergency accommodation, though this will depend on what’s included in your policy.
- Collect and prepare evidence. You will need extensive documentation to support your claim. Evidence can include photographs, receipts, policy information, damage assessments and written descriptions from either the insurance provider or a private appraiser.
- File your claim. Lodge your claim with your provider via online form, email, post or fax. Keep in mind you may also have to pay an excess, which is a pre-agreed sum you pay whenever you make a claim on specific items or incidents.
- Await assessment and decision. Once your claim is submitted, your insurance provider must respond within 10 days, possibly with a request for more information, where the evidence you've collected will be particularly valuable. If they decide on further investigation, they may send an assessor to examine the damage. Of course, they may also flat out accept or deny your claim within this 10-day window.
- Review and respond to the insurer’s decision. If your claim gets the green light, your insurer will tell you what happens next—like when repairs will start or if you’re getting a cash payout. If they deny your claim, find out why and get it in writing. Knowing the details helps if you decide to appeal the decision.
- Claim resolution. After the insurer gives their verdict and any repair or settlement is done, make sure you’re happy with how everything turned out. It’s a good idea to keep all the paperwork related to your claim in order, just in case you need it down the line. This stuff can come in handy for future claims or if you have questions about your coverage later on.
The steps above outline a scenario where everything moves forward without a hitch. But we know that's not always how things pan out. If your claim doesn't get the green light and you're facing a denial, there's a different path to take, which we'll cover next.
How to appeal a denied home insurance claim
So you’ve hit a snag with your home insurance claim being denied or the payout not matching your expectations. It's not ideal, but it’s also not the final word. There’s a path forward to appeal the decision, and it’s worth taking if you believe there’s been a mistake. Here’s how you can go about it:
- Figure out why It was denied. Start by understanding the exact reasons your claim was denied. Your insurer will send you this in writing. Check their reasons against your policy details—you might find something they’ve overlooked.
- Pull together more evidence. If you think something was missed, now’s the time to find more evidence to support your claim. This could be anything from additional photos to expert opinions that weren’t part of your original submission.
- Reach out for an internal review. Your insurer has a process for reviewing disputes internally, known as the Internal Dispute Resolution (IDR) process. Contact them with a clear outline of why you’re disputing the decision and include all the extra evidence you’ve gathered.
- Not satisfied? Go a step further. If the IDR doesn’t resolve things in your favour, you can take your dispute to the Australian Financial Complaints Authority (AFCA). It’s an independent body that can give you an impartial review. Just make sure you’ve gone through the IDR process first.
- Keep everything organised. Through all this, make sure you keep a record of every interaction and piece of evidence. This will be invaluable, especially if you need to escalate your appeal.
- Consider getting advice. Sometimes it’s helpful to get an outside perspective. If you’re feeling stuck or unsure, talking to a legal advisor or claims specialist might give you the insight you need to strengthen your appeal.
Appealing a denied claim is about making sure you’ve got all your bases covered and presenting a clear case. It might take a bit of effort, but if you genuinely believe there’s been an error, it’s definitely a step worth taking.
What evidence do you need when making a home insurance claim?
Evidence for your home insurance claim will document what happened, when, how, and why you’re claiming the incident based on your policy’s inclusions. Different types of damage will usually need different types of supporting evidence.
Evidence can include:
- Police reports.
- Written description of the damage.
- Photographs.
- Receipts.
- Damage assessment reports from the provider or a private representative.
- Your policy’s information.
- Maps.
- News reports.
- Council reports or appraisals.
- Information on other properties, vehicles, or people affected by the insured incident.
Long story short, if it gives the provider an idea of what happened and how much reimbursement you should be eligible to receive, include it as evidence.
Is there a time limit for filing a home insurance claim in Australia?
Filing a home insurance claim in Australia isn't as rigid as you might expect. In fact, many insurers don’t impose a hard and fast time limit on filing home insurance claims. However, it’s in your best interest to file it as soon as possible. Here’s why:
- Remembering the details. Filing your claim soon after the incident means everything’s still fresh in your mind. This makes your description more accurate, helping your insurer understand exactly what happened and speed up the assessment process.
- Speeding things up. The earlier you get your claim in, the quicker you can move through the process. This could mean getting your repairs underway sooner or receiving your compensation more quickly, getting your routine back to normal faster.
- Keeping an eye on legal deadlines. Filing sooner rather than later also means you’re better positioned if there are any legal hoops to jump through later, like disputing a claim denial. It gives you breathing space to deal with any legal timelines, such as those outlined in the Limitation Act in NSW.
- Preventing more problems. By reporting the damage quickly, you enable your insurer to assess the situation sooner. This can mean getting the go-ahead for repairs that prevent further damage to your home.
- Gathering your proof. Starting your claim early also means you’re likely to have a better collection of evidence. Documenting the damage and rounding up your paperwork is easier when the details haven’t started to fade.
Taking these steps to get your claim in quickly not only helps smooth out the process for you but also puts you in a good position to manage whatever comes next.
How long do claims take to get resolved?
Once you lodge your claim, insurers must get in touch within 10 days to confirm they've received it. But after that initial contact, how long until everything is settled? Well, ‘how long is a piece of string?’ really does sum it up.
The journey from claim submission to final resolution isn't fixed. It can stretch from weeks to months, or even years, depending on the complexity of your claim, the investigation required, assessment processes, potential appeals, and the scale of repairs needed.
In essence, navigating through a claim requires patience and in some cases, persistence.
Do home insurance premiums increase after a claim?
When you file a home insurance claim, it could lead to higher premiums, but that's not always the case. It all boils down to the details of the claim, how much it costs and your history with claims.
Small claims, especially if you haven't made any others recently, might not change your premium much. But if you're making bigger or more claims, then yes, your premium is likely to go up.
And remember, even if the claim is not your fault—say, your area is now more prone to flooding—that could still increase your risk level in the eyes of insurers, which might mean higher premiums not just for you but for your neighbours too.
Top reasons why home insurance claims get rejected
There are a few common reasons why home insurance claims get rejected, namely:
- Failure to disclose relevant information. This could be things like not telling your provider about any pre-existing damage or prior claims you’ve already filed. It’s important to be as upfront and truthful as possible to give your claim the best chance.
- Not reading the PDS or exclusions. Failure to understand what’s included or excluded in your policy is one of the most common reasons why claims get rejected. Be sure to read the PDS very carefully and consider which risks apply to your home, so you can find a policy that covers your situation appropriately.
- Fraudulent claims. If the provider believes you made a fraudulent claim, the burden of proof is on them to back up this serious allegation. If this is the case, it’s time to lawyer up.
- Waiting periods or failure to renew. Most policies will have certain limits on when coverage kicks in, especially for natural disasters (which typically ranges between 48-72 hours). If you only bought a policy when the flames were already on your doorstep, you likely won’t receive any coverage for the fire damage.
Whatever you do, just don’t make the same rookie mistakes as these five iconic movie characters.
What can I claim on my home insurance?
Home insurance is there to back you up when things like fire, flood, theft or other unsavoury events threaten your home and peace of mind. Here’s a quick glance at what it typically covers:
- Damage to your home. This covers the structure itself—walls, roof, and built-in fixtures.
- Damage to your belongings. If you’ve got contents insurance, it protects your personal items within the home, including furniture, electronics and carpets.
- Liability protection. Most policies will cover you if someone gets hurt on your property.
- Additional living expenses. Many policies will cover temporary housing costs if you can’t remain in your home because of damage.
There are also a host of add-ons that will extend your coverage to include accidental damage, damage to items outside your home and loss/damage damage to high-value items like jewellery and artwork.
Keen on some comprehensive cover? Browse and compare building & contents insurance policies below, or read up on the best home insurance providers.
FAQs for making home insurance claims
Can you cancel a home insurance claim?
Yes, you can cancel a home insurance claim if you change your mind, for example, because the damage is less than your deductible, you want to preserve your no-claim bonus, or the damage isn't as bad as you originally thought.
Just be sure to act swiftly and contact your insurer as soon as possible. It's a straightforward process that involves contacting your insurer, explaining why you're withdrawing the claim, and following their instructions.
How can I use the money from my home insurance claim?
If you get more money from your home insurance claim than needed for repairs, generally, that extra cash is yours. Just make sure you're not doing anything your insurer would frown upon, like inflating costs (that’s called insurance fraud). If your insurance pays out more directly to you and doesn't demand it back, it's typically yours to keep or use as you see fit.
Keep in mind, though, if your home is under a mortgage, your lender might want to oversee how that claim money is spent, ensuring it goes towards repairs. Sometimes, they might directly handle or direct the payment to contractors.
Keen on some comprehensive cover? Browse and compare building & contents insurance policies below, or read up on the best home insurance providers.
Compare home insurance policies
Home Cover - Buildings & Contents
QBE Home and Contents Insurance can cover your property and belongings in case of fire, storm damage, theft and more. 24/7 friendly and helpful claims service. Up to $30 million legal liability cover. Temporary accommodation costs for up to two years if your home isn’t liveable.
- Main events covered
- Fire
- Theft
- Storm
- Flood
- Monthly payments
cost extra - Yes
- Underinsurance protection
- Optional ExtraUp To 30% Of Buildings Sum Insured, Applied Automatically For Eligible Policies
- New for old
replacement - Yes
- General contents
- Yes
- Cash
- Up to $800
- Cd dvd and electronic files
- Up to $1,000 for electronic files and software
- Computer software hardware
- Yes - hardware. Up to $1,000 for software.
- Camera and accessories
- Yes
- Carpets
- Yes
- Antiques and valuables
- Up to $20,000 per item, set or pair of artworks or antiques. Up to $5,000 per collection.
- Jewellery
- Up to $2,500 per item, set or pair
- Replacement of documents
- Up to $800
- Tools of trade
- Up to $5,000
- Contents while moving
- Yes
- Lock replacement
- Up to $2,500
- Temporary accommodation
- Up to 24 months, up to 20% of buildings sum insured combined with temporary accommodation for pets
- Debris removal
- Yes, combined with building costs
- Demolition cost
- Yes, combined with building costs
- Accidental loss and damage
- Optional Extra
- Accidental breakage of glass
- Yes
- Lightning
- Yes
- Earthquake
- Yes
- Storm surge
- Yes
- Buildings and structural improvements
- Yes
- Building materials
- Up to $2,000
- Landscaping
- No
- Gates and fences
- Yes
Terms, conditions, exclusions, limits and sub-limits may apply to any of the insurance products shown on the Mozo website. These terms, conditions, exclusions, limits and sub-limits could affect the level of benefits and cover available under any of the insurance products shown on the Mozo website. Please refer to the relevant Product Disclosure Statement and the Target Market Determination on the provider's website for further information before making any decisions about an insurance product.
Read reviews and learn more about QBE home insurance
Home & Contents Insurance
Get award-winning Home and Contents Insurance at a price you can afford from Budget Direct. Save a huge 30% on your first year’s premium when you purchase a new combined Home and Contents Insurance policy online.
- Main events covered
- Fire
- Theft
- Storm
- FloodOptional Extra
- Monthly payments
cost extra - Yes
- Underinsurance protection
- Optional ExtraUp To 25% Of Building Sum Insured
- New for old
replacement - Yes
- General contents
- Yes
- Cash
- Up to $800 in total
- Cd dvd and electronic files
- Up to $3,000 combined with computer software
- Computer software hardware
- Hardware yes, software up to $3,000 combined with CDs/DVDs
- Camera and accessories
- Yes
- Carpets
- Yes
- Antiques and valuables
- Up to $5,000 per item for artwork, up to $12,000 in total, up to $2,000 for collections
- Jewellery
- Up to $1,000 per item or set, up to $5,000 in total
- Replacement of documents
- No
- Tools of trade
- Up to $2,000
- Contents while moving
- Up to 20% of sum insured
- Lock replacement
- Up to $1,000
- Temporary accommodation
- Up to 10% of sum insured, up to 12 months. Combined with temporary accommodation for pets.
- Debris removal
- Up to 10% of sum insured combined with demolition cost and emergency storage
- Demolition cost
- Up to 10% of sum insured combined with debris removal cost and emergency storage
- Accidental loss and damage
- Optional Extra
- Accidental breakage of glass
- Yes
- Lightning
- Yes
- Earthquake
- Yes
- Storm surge
- No
- Buildings and structural improvements
- Yes
- Building materials
- Up to $1,000
- Landscaping
- Yes, garden borders, pathways and paved areas.
- Gates and fences
- Yes
Terms, conditions, exclusions, limits and sub-limits may apply to any of the insurance products shown on the Mozo website. These terms, conditions, exclusions, limits and sub-limits could affect the level of benefits and cover available under any of the insurance products shown on the Mozo website. Please refer to the relevant Product Disclosure Statement and the Target Market Determination on the provider's website for further information before making any decisions about an insurance product.
Read reviews and learn more about Budget Direct home insurance
Home & Contents Insurance
Your home might be your most important asset, that’s why Youi like to get to know all about it right from the start. It helps Youi to help you consider the cover that could better suit you. Youi is home insurance that’s a bit more you-shaped. Mozo People’s Outstanding Customer Satisfaction Home Insurance award winner in 2024
- Main events covered
- Fire
- Theft
- Storm
- Flood
- Monthly payments
cost extra - Yes
- Underinsurance protection
- No
- New for old
replacement - Yes
- General contents
- Yes
- Cash
- No
- Cd dvd and electronic files
- Yes, excludes electronic files
- Computer software hardware
- Yes
- Camera and accessories
- Yes
- Carpets
- Yes
- Antiques and valuables
- Yes
- Jewellery
- Optional Extra, select specific replacement value for each item of jewellery where the individual value is more than $15,000
- Replacement of documents
- No
- Tools of trade
- Optional Extra, up to $1,000 per item , up to $5,000 in total
- Contents while moving
- Up to 20% of sum insured
- Lock replacement
- Up to $1,000
- Temporary accommodation
- Up to 12 months, up to 12% of sum insured
- Debris removal
- Up to 20% of sum insured combined with demolition and professional fee costs.
- Demolition cost
- Up to 20% of sum insured combined with debris removal and professional fee costs
- Accidental loss and damage
- Optional Extra
- Accidental breakage of glass
- Yes
- Lightning
- Yes
- Earthquake
- Yes
- Storm surge
- No
- Buildings and structural improvements
- Yes
- Building materials
- Up to $1,000
- Landscaping
- No
- Gates and fences
- Yes
Terms, conditions, exclusions, limits and sub-limits may apply to any of the insurance products shown on the Mozo website. These terms, conditions, exclusions, limits and sub-limits could affect the level of benefits and cover available under any of the insurance products shown on the Mozo website. Please refer to the relevant Product Disclosure Statement and the Target Market Determination on the provider's website for further information before making any decisions about an insurance product.
Read reviews and learn more about Youi home insurance
Home & Contents Insurance
Get covered in just 3 minutes. Receive complimentary $250 smart home sensors to help alert you to avoidable mishaps like fire, theft & water damage. Get rewarded for being smarter, by keeping your sensors active, with a discount of up to 8% every year (T&C’s apply).
- Main events covered
- Fire
- Theft
- Storm
- Flood
- Monthly payments
cost extra - No
- Underinsurance protection
- No
- New for old
replacement - Yes
- General contents
- Yes
- Cash
- Up to $300
- Cd dvd and electronic files
- Up to $5,000
- Computer software hardware
- Hardware yes, software up to $5,000 combined with CDs/DVDs
- Camera and accessories
- Up to $2,000
- Carpets
- Yes - limits apply for carpets over 10 years old
- Antiques and valuables
- Up to $2,000 per item, up to $12,000 in total
- Jewellery
- Up to $2,000 per item, up to $6,000 in total
- Replacement of documents
- Up to $1,000
- Tools of trade
- Up to $2,000
- Contents while moving
- Yes
- Lock replacement
- Up to $1,000
- Temporary accommodation
- Up to 12 months, up to 10% of sum insured
- Debris removal
- Up to 20% of sum insured combined with demolition cost
- Demolition cost
- Up to 20% of sum insured combined with debris removal cost
- Accidental loss and damage
- Optional Extra
- Accidental breakage of glass
- Yes
- Lightning
- Yes
- Earthquake
- Yes
- Storm surge
- Yes
- Buildings and structural improvements
- Yes
- Building materials
- No
- Landscaping
- Up to $1,000 for plants
- Gates and fences
- Yes - Up to 50% of the total cost, up to 2km
Terms, conditions, exclusions, limits and sub-limits may apply to any of the insurance products shown on the Mozo website. These terms, conditions, exclusions, limits and sub-limits could affect the level of benefits and cover available under any of the insurance products shown on the Mozo website. Please refer to the relevant Product Disclosure Statement and the Target Market Determination on the provider's website for further information before making any decisions about an insurance product.
Read reviews and learn more about honey home insurance
Home & Contents Insurance
For a limited time, sign up for combined home and contents insurance to get 10% off (T&Cs apply). Australia Post’s combined home building and contents insurance, both your home and belongings will be covered in case of fire, theft, extreme weather (including flooding) and natural disasters.
- Main events covered
- Fire
- Theft
- Storm
- Flood
- Monthly payments
cost extra - Yes
- Underinsurance protection
- Optional ExtraUp To 30% Of Building Sum Insured
- New for old
replacement - Yes
- General contents
- Yes
- Cash
- Up to $800
- Cd dvd and electronic files
- Up to $1,000
- Computer software hardware
- Up to $1,000
- Camera and accessories
- No
- Carpets
- Yes
- Antiques and valuables
- Up to $20,000 per item, set or pair
- Jewellery
- Up to $2,500 per item, set or pair
- Replacement of documents
- Up to $800
- Tools of trade
- Up to $5,000
- Contents while moving
- Yes
- Lock replacement
- Up to $2,500
- Temporary accommodation
- Up to 24 months, up to 20% of sum insured combined with temporary accommodation for pets
- Debris removal
- Yes
- Demolition cost
- Yes
- Accidental loss and damage
- Optional Extra
- Accidental breakage of glass
- Yes
- Lightning
- Yes
- Earthquake
- Yes
- Storm surge
- Yes
- Buildings and structural improvements
- Yes
- Building materials
- Up to $2,000
- Landscaping
- Yes - pathways
- Gates and fences
- Yes
Terms, conditions, exclusions, limits and sub-limits may apply to any of the insurance products shown on the Mozo website. These terms, conditions, exclusions, limits and sub-limits could affect the level of benefits and cover available under any of the insurance products shown on the Mozo website. Please refer to the relevant Product Disclosure Statement and the Target Market Determination on the provider's website for further information before making any decisions about an insurance product.
Read reviews and learn more about Australia Post home insurance
* Terms, conditions, exclusions, limits and sub-limits may apply to any of the insurance products shown on the Mozo website. These terms, conditions, exclusions, limits and sub-limits could affect the level of benefits and cover available under any of the insurance products shown on the Mozo website. Please refer to the relevant Product Disclosure Statement and the Target Market Determination on the provider's website for further information before making any decisions about an insurance product.
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