Temporary accommodation
Stay safe when your home is being repaired
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.
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.
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Temporary accommodationWe 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.
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.
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.
There are a few things to consider before deciding on your temporary accommodation, including:
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.
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.
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.
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.
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.
We’re here to help you. Please contact your claims manager as soon as possible to discuss what options may be available to you
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.
If you choose to stay with family or friends, we will pay reasonable weekly contributions to cover costs such as utilities.
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.
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.
