Repairing your home
Repairing your home can be a stressful time. We’re here to help guide you through the process and make it as smooth as possible.
Our expert Assessors and Client Managers, along with and our network of experienced builders and suppliers are here to answer your questions and help get your home back to its previous state as soon as possible.
More information
Download our brochure.
Repairing your home6 steps to completing your home repairs with us
1. Lodging a claim
When you lodge your claim online or over the phone, you will have a dedicated Claims Manager allocated to support you through the claims and repairs process.
2. Making your property safe
Please let us know when you lodge your claim if you think your home needs emergency repairs, and we will help arrange for a professional to complete temporary work to prevent further damage and keep you and your family safe – no matter what time of day or night.
3. Damage assessment
We will assess the damage and finalise your Scope of Work. This can be done on-site at your home or virtually depending on the damage. Your Claims Manager will let you know who will be involved and an Assessor will contact you to work out a time that works best for you to start this step.
4. Signing your Scope of Work
You're required to sign your Scope of Work and pay your excess to your builder. Without your signature, we cannot start your repairs, as this is for the safety of yourself and our builders and suppliers.
Your excess will be listed on your Certificate of Insurance.
5. Repairs commence
Our builder will confirm the start dates and provide an estimated completion date. Your Claims Manager will also keep you up-to-date as the repairs progress.
6. Repairs are completed
Now that the process is complete, you can relax and enjoy your newly repaired home.
What is a Scope of Work?
A Scope of Work is a detailed summary of the building repair work that will be completed to repair your home. A suitably qualified person, such as a builder or engineer who has been appointed by us, will prepare this document.
Depending on the extent of the damage, the Scope of Work can be quite detailed - outlining the repairs that will be made in each room and the materials that will be used. It may be updated as the assessment progresses.
Your Assessor, builder, or Claims Manager will explain your Scope of Work and provide you with a copy for you to consider and sign.
Repairing your home takes a team of experts
A variety of people may need to be involved in repairing including:
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An assessor(s)
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Building and supplier panel representatives
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Specialists, including engineers, building consultants, restorers, roofers, hygienists, etc.
They may require access to your home to do their part in repairing your property. Your Claims Manager or Assessor will let you know which visitors to expect.
Our builders, specialists, and suppliers have been contracted to provide you with a high level of service and deliver a positive claims experience. If you ever feel that this is not the case, please let your Claims Manager know.
Terms you may hear during your repair process
If you’ve never been involved in a home insurance claim before, we may use some terms that you are unfamiliar with. We’ve listed some of the most common terms below.
Temporary accommodation
Accommodation that is provided when your home is not safe to live in during the repairs process. Your Claims Manager will support you to find suitable accommodation.
Make safe
Emergency and temporary work to secure your home and prevent further loss or damage. Common make safes include tarping and securing roofs after severe storms, installing temporary fencing after damage following a bushfire, or the identification and removal of asbestos.
Restoration
Work that is undertaken as part of the repairs process. This can include water extraction and drying, removal and disposal of damaged materials, sanitation, cleaning, deodorising, decontamination, inventory recording, storage, testing and tagging, and other specialist or non-specialist services.
Cash settlement
A lump sum payment we may offer to settle your claim instead of using our own builder to repair your home or replace your contents. It may cover part (or all) of the total amount claimed.
Leak detection report
Used to determine if an area of your property or a specific item is leaking.
Roof report
Provides information about the condition of a roof or similar structure.
Engineers report
Outlines the findings of professional services provided by engineers and technical experts.
Frequently asked questions
We have listed some of the most common questions our claims teams hear from our customers.
If you would like more information about these questions, or one we haven’t already mentioned, please reach out to your claims manager (someone will have been assigned to you if you have already submitted a claim) or contact us.
What happens if l don’t sign the Scope of Work within the agreed timeframe?
We won't be able to start repairing your home until your Scope of Work is signed.
If you have any questions you would like to discuss prior to signing, please speak to our builder or your claims manager.
What if I don't agree with the Scope of Work?
Please discuss your concerns directly with our builder or your claims manager so we can work to resolve them quickly with you.
What if I discover more damage after I have signed the scope of work?
We will need to assess the additional damage to determine if it will be covered.
If you identify more damage, please let our builder or your dedicated Claims Manager know as soon as possible. We will confirm the next steps for assessing the new damage, and a variation will be made to add this to your Scope of Work if you are entitled to this as part of your original claim.
Why can home maintenance impact my claim?
Home insurance provides cover for insured weather events such as storms and cyclones. However, your policy doesn’t cover damage that occurred due to insufficient maintenance or general wear and tear.
Lack of proper maintenance can impact claims in the following ways:
If a maintenance issue prevents us from repairing your home immediately, we may need you to have the maintenance work completed before we can start repairs. If an insured weather event damages your home and a maintenance issue(s) compounds this damage, we may reduce the amount we pay for your claim.
If the damage to your home is the result of a maintenance issue, we may not accept your claim.
If your home has any maintenance issues, we will identify and discuss them with you in step 3 of the repairs process, and provide guidance on next steps.
What happens if my needs change or my repairs are delayed?
We’re here to help you. Please contact your claims manager as soon as possible to discuss what options may be available to you
What if I’m not able to repair the maintenance issue before you can repair the insured damage?
Maintaining your home is your responsibility, and this is outlined in the policy documents you received when you purchased your policy.
If you need to complete maintenance before repairs can commence your Claims Manager will let you know.
If you are unable to complete this maintenance in a reasonable timeframe, your Assessor or Claims Manager can discuss options with you which could include offering you a cash settlement for the repairs covered under your policy so you can pursue alternative options for completing the maintenance for your property.
I've been advised some sections of my home are not up to code, what does this mean and what happens now?
Building work in Australia must comply with the National Construction Code (NCC), as well as relevant Australian Standards, local government building laws, and a manufacturer’s installation recommendations.
When we approve repairs to your home following a weather event, we must ensure these repairs meet the required standards, otherwise known as being up to code.
If part(s) of your home are identified as non-compliant when damaged during a weather event, we will include the repairs required to meet code requirements as part of the Scope of Work.
If any part(s) of your home are identified as being non-compliant, but have not been damaged during a weather event, we may need to provide a cash settlement so that you can arrange your own repairs. Our builders will not be able to provide a warranty for the insurable repairs if other parts of your property are not up to code. If you would like more information, please ask your claims manager.
If repairs are needed (or are in progress) that are not related to my claim, does this affect the repairs under my claim?
If this is the case, please contact your claims manager who will be able to explain what we can do and what your options are.
What if I have concerns about the repair quality?
Our builders are contracted to provide a high level of workmanship, but errors can occur.
If you find any issues with your repairs once they have been completed, please contact your claims manager so we can talk to you about next steps. For example, an inspection of the area of concern and plan for rectification where required.
We're here to help
Making a claim for repairs to your home isn’t something most people have done before, and it can feel intimidating and overwhelming. We want to make sure you have a good experience during your claim and the repair process.
If you have already been assigned a claims manager, they are your best point of contact for assistance with your repairs.
If you have not yet submitted a claim, you can do so online or call the claims number listed on the website of the insurance brand you purchased your policy through.
Additional support for our customers
We offer assistance for customers who are experiencing financial hardship, vulnerability, domestic violence, and more. To find out how we can help, visit our Support for customers page.
Our complaints process is available on our complaints policy page.
Support services
Financial hardship
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