Code of Practice

A: An excess payment is the amount you have to pay towards a claim.

Insurance policies have different types of excesses that can apply in different situations. The amount and types of excess you would be required to pay is listed in your insurance documents.

A: Yes. If you have a property claim resulting from a Catastrophe and your insurer finalised your claim within 1 month after the Catastrophe event causing your loss, you can request a review of your claim if you think that assessment of your loss was not complete or accurate, even though you may have signed a release. You have 12 months from the date of finalisation of your claim to ask for a review of your claim. 

A: Yes. If your insurer has selected and directly authorised a repairer to repair your damaged property, then they will accept responsibility for the quality of the work and the materials they use

A: You will receive, in writing: the aspects of the claim that was not accepted; the reasons for the decision; the right to ask for the information that was relied on, including any reports by service suppliers or external experts; and the insurer’s complaints process.

A: No. When your insurer has accepted your claim for a total loss under your home building or home contents policy and you are unable to provide proof of ownership as it was lost in (or damaged by) the insured event, you will not need to provide proof of ownership or a list of the property which was lost.

A: Your insurer is offering to pay you money to settle your insurance claim. The amount they pay may be in response to part, or all of your claim.