How does an insurance claim for property damage work?
Make the property safe, photograph the damage, tell your insurer and start emergency work to stop further damage. A restoration company then documents the damage with photos and moisture readings, your insurer or their assessor approves the scope, and drying, cleaning and repairs are completed with a final report for the claim.
Call 1300 050 565, 24/7Before you call your insurer
Your safety comes first. Turn off power to wet areas if it is safe, turn off the water at the mains if a pipe has burst, and stay out of rooms with sagging ceilings or standing water near electrical outlets.
Then take photos and videos of everything that has been damaged before anything is moved or thrown away: walls, ceilings, floors, furniture, appliances and personal items. Insurers rely on this evidence, and it is much harder to prove damage once items have been removed.
Emergency work does not have to wait
Most Australian home and contents policies expect you to take reasonable steps to prevent further damage, and they usually cover emergency make-safe work such as stopping water getting in, extracting water and starting drying. Waiting days for approval while water sits in carpets and walls usually makes the damage, and the claim, much larger.
National Restoration Network is available 24/7 for this first stage. We record what we find and what we do from the first visit, so your insurer can see why the work was needed.
The claim process with NRN
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1
Call us and your insurer
Call NRN on 1300 050 565 for emergency help and lodge a claim with your insurer. Keep your claim number handy.
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2
Emergency response
We stop or contain the source where possible, extract water and set up drying equipment to prevent further damage.
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3
Inspection and documentation
We photograph the damage and record moisture readings with moisture meters and thermal imaging, including hidden water in walls and floors.
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4
Scope and approval
We prepare a scope of the work required. Your insurer, or an assessor they send, reviews and approves it.
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5
Drying and monitoring
Drying continues with daily moisture readings until materials are back to normal, so nothing is closed up while still wet.
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6
Repairs and final report
Damaged materials are repaired or replaced, and you and your insurer receive a record of the readings and work completed.
Tips for a smoother claim
- Photograph damage before moving or throwing anything away
- Keep damaged items until your insurer says you can dispose of them
- Write down when the damage happened and what caused it
- Keep receipts for emergency costs such as accommodation or equipment
- Check your policy excess and whether flood or storm is covered
- Ask for copies of moisture readings and reports for your records
Common questions
Do I need my insurer's approval before calling a restoration company?
For emergency work to stop further damage, most policies do not expect you to wait. Let your insurer know as soon as you can, and keep a record of the work done. Larger repairs are usually approved by the insurer before they start.
Is water damage covered by home insurance?
Sudden and accidental water damage, such as a burst pipe or a failed hot water system, is covered by many home and contents policies. Gradual leaks, poor maintenance and some types of flooding can be excluded, so check your policy wording.
What is the difference between storm and flood cover?
Storm cover usually includes rain getting in through a damaged roof or windows. Flood cover relates to water rising from rivers, creeks or other bodies of water and is sometimes optional or excluded. Your policy defines these terms, so check it or ask your insurer.
Can NRN work with my insurer's assessor?
Yes. We provide the documentation assessors ask for, including photos, moisture readings and a scope of work, and we can meet assessors on site.
Who pays the restoration company?
This depends on your insurer. Some pay the restoration company directly once the claim is approved, and others reimburse you. Your insurer will explain how they handle it for your claim.
Need help right now?
Our technicians are on call 24/7 and can be on-site within the hour. Tell us what happened and we'll call you straight back.
1300 050 565- Insurance-grade work
- Homes & commercial, Australia wide
- 10+ years' experience