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.
Code of Practice
Q: Do I have to provide proof of ownership when I have suffered a total loss under my home building or home contents policy?
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.
Q: What is a cash settlement?
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.
Q: What is the maximum time that a claim can take to be decided?
A: 12 months.
Q: Generally, how long does it take for an insurer to make a decision on a claim?
A: A decision will be made within 4 months of receiving your claim.
There are certain circumstances where this may not happen, for example: your claim arises from an Extraordinary Catastrophe; your claim is fraudulent (or is suspected to be); you have not responded to inquiries or requests for information; your insurer has difficulty communicating with you due to circumstances beyond their control; or you request a delay in the claims process. In these cases, a decision will be made within 12 months of receiving your claim.
Q: How long will it take to get a decision on my claim?
A: Once your insurer has all the relevant information and has completed all enquiries, a decision will be made within 10 business days.