Frequently asked questions after a disaster

The Insurance Council of Australia is the representative body for General Insurers in Australia. While we’re unable to provide consumers with personal advice on products or insurers, we are on the ground following disasters to coordinate insurer response and respond to general enquiries related to the claims, clean-up and recovery process. 

Contact your insurer immediately. If you have home or building insurance, your policy may provide emergency temporary accommodation.

An insurance assessor will inspect your property as quickly as possible once you’ve lodged a claim. That said, following large disasters, access to your property may be limited for days or even weeks. Your insurer will tell you when to expect your assessor.

Unfortunately, disasters can attract fraudsters looking to profit from others misfortune. If a builder or assessor unexpectedly arrives at your door offering services, you may ask to see some identification for your peace of mind. You may also contact your insurer to confirm the builder or assessor has been appointed to assist with your claim.

You can start cleaning up but first take pictures or videos of damage to the property and possessions as evidence for your claim. If you have security footage of the event, make this available.

• Make a list of each item damaged and include a detailed description, such as brand, model and serial number if possible.
• Take photos before removing any water damaged or soaked items that may pose a health risk. 
• Store damaged or destroyed items somewhere safe where they don’t pose a health risk.
• Do not throw away goods that could be salvaged or repaired.
• Speak to your insurer before authorising any building work, including emergency repairs.

An insurance assessor will inspect your property as quickly as possible once you’ve lodged a claim. That said, following large disasters, access to your property may be limited for days or even weeks. Your insurer will tell you when to expect your assessor.

Unfortunately, disasters can attract fraudsters looking to profit from others misfortune. If a builder or assessor unexpectedly arrives at your door offering services, you may ask to see some identification for your peace of mind. You may also contact your insurer to confirm the builder or assessor has been appointed to assist with your claim.

An excess is the amount you have agreed to pay towards each incident. The specific amount will be set out in your Certificate of Insurance. You may be required to pay more than one excess depending on the circumstances. If you are unsure, ask your insurer. A Disaster Declaration does not remove your obligation to pay your excess.

A ‘Make Safe’ is immediate rectification works to prevent further damage to your property or make the site safe to visit. This may include fitting tarpaulins to your roof or treating debris with an adhesive to prevent the spread of contaminants. A ‘Make Safe’ may initially be conducted by emergency services, government agency or a contractor appointed by your insurer. 

If a house hasn’t been well maintained, it is at a much higher risk of being damaged by extreme weather. For this reason, when you apply for insurance, insurers require you to confirm your home is well maintained. If an insurer assesses your home and finds evidence it hasn’t been well maintained and that has contributed to the damage, they may reduce the amount they will pay you or require you to fix the maintenance issue before they repair your home. In some cases, the insurer may deny the claim.