Ensuring you have a safe place to live
Damage to your home can be extremely stressful, especially if you need to move out for a period of time. We’re here to support you through this process.
Here we explain how you can use your temporary accommodation benefit included in your insurance policy when your home is unliveable due to an insured event. We hope it helps to support you when making your temporary accommodation decisions by guiding you through what you may want to consider for your own circumstances.
What happens if I can’t stay in my home?
Damage to your home can sometimes mean that it is unsafe for you to continue to live there.
As part of your claim we can assist you, your family, and pets with temporary accommodation while your home is unliveable and being repaired.
More information
Download our brochure.
Temporary accommodationAbout your temporary accommodation benefit
We will cover reasonable and necessary costs incurred for your accommodation needs if your home is unsafe and cannot be lived in, up to the limits outlined in your Product Disclosure Statement (PDS).
This also includes the cost of pet accommodation and contents storage while you are unable to live in your home.
Costs will be covered while we’re assessing your claim, after we’ve agreed to accept your claim, and for the agreed timeframe it will take to repair your home, depending on your needs.
What is covered?
The amount we cover for temporary accommodation is based on the type of policy you have with us. It is paid in addition to your repair costs or cash settlement.
Temporary accommodation benefits are typically limited to a percentage of your sum insured.
The amount differs across home and contents insurance policies, and your entitlement will depend on whether you are a tenant or own the home you live in.
Your claims manager can help you understand the maximum amount we will cover for your temporary accommodation. Alternatively, your policy documents and Certificate of Insurance will explain your benefit limit and if any exclusions apply.
Important information about this benefit
When your home is safe and liveable again, or we have paid your full entitlement under the policy limit, we will no longer be able to cover your temporary accommodation costs.
If you have any questions, your claims manager will be happy to help answer them.
What should you consider?
There are a few things to consider before deciding on your temporary accommodation, including:
- Understanding your temporary accommodation benefit upfront, so you can look at options within your budget
- Knowing what you will need, including the location, number of bedrooms, accessibility requirements, furniture, local amenities and allowances for pets (if required)
- Understanding how long you will be out of your home and the most suitable accommodation e.g a short term rental as your builder has advised you will be out of your home for a period of 6-months.
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 contact your claims manager (someone will have been assigned to you if you have already submitted a claim) or your insurance partner.
Can my pet come with us?
Pets are part of our family, so if it’s ok with the accommodation provider, it’s ok with us!
Sometimes we may need to arrange alternative pet accommodation if your temporary accommodation isn’t suitable for your pet, or your chosen temporary accommodation doesn’t allow pets.
Do I need temporary accommodation if only part of my home is unliveable?
Depending on your individual circumstances, our building experts may be able to offer solutions such as temporary kitchens or bathrooms, which can allow you to stay in your home during repairs.
Can you help me find temporary accommodation?
We’re here to help ensure the temporary accommodation meets your needs, for the appropriate length of time and within your maximum benefit. While we will make every effort to help you find a suitable solution, it’s important we work together.
For longer term accommodation we may recommend you source your preferred options, so you are comfortable for the time you are there.
Before you make any decisions or bookings, please speak to your claims manager so we can ensure the cost and timeframes are reasonable.
What happens once I’ve located my temporary accommodation?
Please speak to your Claims Manager before making any bookings, so we can ensure your costs and timeframes are reasonable.
If we’re organising the accommodation for you, we can pay the costs directly to our accommodation supplier. If you’re organising the accommodation, we’ll reimburse you to cover the costs.
Note: for longer term accommodation you will be required to sign the lease agreement and pay the bond.
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 happens if my temporary accommodation benefit runs out before my house is ready for me to move back into?
Temporary accommodation is a limited benefit, and in some cases, it may run out before a home is fully repaired.
It’s important to plan the use of your temporary accommodation benefit carefully if it’s likely your house may take some time to repair.
Your claims manager can discuss options to maximise your temporary accommodation benefit with you. They can also help determine if there are any other accommodation options for you to consider if looks like your benefit will not last until you are back in your home.
Can I stay with family and friends?
If you choose to stay with family or friends, we will pay reasonable weekly contributions to cover costs such as utilities.
We're here to help
Managing an insurance claim while needing to find somewhere else to live can be stressful. Which is why our goal is to help you find suitable accommodation while your property is being repaired.
If you have already been assigned a claims manager, they are your best point of contact for assistance with your temporary accommodation benefit.
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
Access services
Domestic family violence
