Your safety is the priority
If you have evacuated after a bushfire, you should not return home until you are advised it is safe to do so.
Contact your insurer even if you don't know the extent of damage
- You should contact your insurance company as soon as possible to seek advice about the claims process
- Speak to your insurer before you attempt or authorise any building work, including emergency repairs, and ask for the insurer’s permission in writing. Unauthorised work may not be covered by your policy
- Do not be concerned if insurance documents are not readily at hand. Insurers keep records electronically and require only your name and address in order to find a policy
Returning to your property
- If your home is unsafe, notify your local authorities and check with your insurance company whether you can claim temporary housing expenses
- You can remove and discard any damaged goods that pose a health risk, such as carpets or soft furnishings, but take photos and keep samples of materials and fabrics to show the assessor
- Keep any items that could be repaired and if in doubt speak to your insurer
Claims process
- If you are in urgent financial need you can ask your insurer to fast track your claim and make an advance payment within five business days of you demonstrating your urgent financial need. Any advance payment may be deducted from the total value of your claim
- If your claim has been finalised within one month of the disaster, your insurer must give you six months from the finalisation date to ask for a review of your claim (for instance, if you think the insurer has not accurately assessed your loss), even if you have signed a release.
