The Claims Journey – What to Expect

If your property is impacted by an unexpected event such as severe weather, it can be an extremely emotional time, so having property insurance in place is bound to be a relief. But what happens after you lodge a claim?

The goal is to either repair, rebuild or replace your property, and when we do, this comes with a guarantee on the quality and the workmanship. Whilst every situation is different, the following process is common for Property Insurance claims.

When you lodge a claim, your insurer will ask a range of questions to understand what happened, to determine whether the event is covered by the policy, and to understand the extent or severity of the damage. Then, if needed, they’ll get qualified professionals on site to undertake emergency repairs and help assess the damage.

Here’s a breakdown of what to expect.

Step 1. Safety first

Your safety is the first priority. Your property may be seriously damaged after an insured event and unsafe to live in.

If that’s the case, your insurer will arrange temporary emergency repairs to make your home liveable again, which are called ‘make safe’ repairs. Or, if the damage is too severe, they’ll organise temporary accommodation until a make safe can be done or the full repairs are completed.

After repairs are done, your claims officer and/or any assigned repairer partner will let you know the next steps.

Step 2. The assessment starts

If a repair or rebuild is needed, the insurer’s appointed builder partner – or a loss adjuster in some cases – will help gather the information the insurer needs to support your claim.

They will visit your property to assess the damage and ascertain what needs to be done. This is called an assessing report, which includes a description of the damage, what caused the damage, as well as photos or video. This is then provided to your insurer as part of an authorisation and approval process.

They’ll understand it’s a difficult time, so should manage your claim with care.

Their repairer partner will look at the circumstances, work out the extent of the damage and value of the claim. They usually meet you on site to assess the damage and help to answer any questions.

However, if the damage is minor, photos supplied digitally may be enough to progress your claim.

Step 3. Coverage is determined

Together with the insurer’s preferred builder, the insurer’s claims team will review your specific policy details and cover against the cause of damage to your home.

Once cover has been confirmed, the insurer should approve your claim.

If the claim or damage needs further clarification, the insurer’s claims team will work with you and any appointed experts to make sure the insurer gets all the information needed. They’ should keep you updated throughout this process.

Step 4. The claim is settled

Once repairs and/or replacements are authorised and approved, you’ll need to pay the excess, which will be outlined in your policy.

Depending on your circumstances, a cash settlement may be preferable to repairing or rebuilding your home.

To help you decide if this is the best method of settlement, the insurer may give you a Cash Settlement Information Sheet, which explains how cash settlements work and gives you an overview of things to consider before making your decision.

Step 5. The scope of works is agreed

For building claims where damage is being repaired, a full scope of works will be agreed with you and the insurer’s preferred supplier before they start work. This is a line-by-line breakdown of the repair work needed to fix things and complete your claim.

The scope of works provides a clear picture of how the insurer plans to restore your home and helps them arrange repair quotes. It’s important to understand repairs can’t commence until the scope of works is agreed and signed by you.

So, if you have any questions or concerns it’s important to raise them straight away to avoid delaying your repairs. The insurer and their appointed supplier partner should be able to answer any questions so you’re confident you understand the scope of work agreement and next steps.

Step 6. A start date is set

Once you and the insurer agree on the scope of works, the builders will work with you to set a start date for the work. Insurers always aim to get started as soon as possible, but you might need to be patient if you’re affected by an extreme weather event that’s caused widespread damage in your area.

If this is the case, there’s likely to be a high demand on resources and trades, as well as the supply of materials required to repair or rebuild your property. Remember, the insurer will make your home liveable or provide you with temporary accommodation if required, but some inconveniences will be out of our control.

Step 7. Tradespeople start work

Insurers generally have an established panel of licenced builders and tradespeople who will start work.

The insurer will arrange the contracts and let you know the construction schedule. When you have work carried out by an insurer you’ll receive a service with a guarantee on the workmanship of the repairs.

Your insurer and their repairer partners should also manage local council approvals as needed.

Step 8. You’ll be kept in the loop

Your insurer will appoint a claims case manager to keep you updated right throughout the build. Their builder partner should also stay in contact with you.

Step 9. Your property is move-in ready

Once the building work is complete, the insurer and preferred suppliers will sign off the works with you. When the works are signed off, you can move back into your property.

That’s the moment you truly appreciate the value of having property insurance in place.

Step 10. Your claim is resolved

The insurer will finalise your claim and let you know they’ve closed it off once every detail has been resolved.

At Reg Leis Insurance Services, as Qualified Practicing Insurance Brokers, we’re here to help you protect what’s important.