To make your claim, you’ll need:
- Your QBE policy number
- Details of what happened, including the damage or loss
- Photos of the damage
- Proof of ownership, such as receipts, bank statements, owner's manuals, photos and videos of your damaged or lost items
- Receipts and invoices for repair work already completed.
A dedicated claims officer will manage your claim. If we accept your claim, we may be able to make a decision on your claim if we have all the details, or we’ll let you know if we need more information.
We may appoint a loss adjuster or service provider to visit your home at a convenient time. They’ll help you through the process, with your claims officer. They’ll inspect the damage before we let you know what we can repair or replace.
If we can repair your property, we'll provide a qualified and preferred builder to fix things to your state’s standards. We’ll manage the process and pay the builder, minus any excess that applies.
We may confirm your property is a ‘total loss’, if it costs more to repair or replace than the sum it’s insured for. If this happens, we’ll pay out your claim after we deduct any excesses and premiums that apply.
Frequently Asked Questions
You may have to prove you've suffered a loss covered by your policy before we pay for it. If you're to make a claim under your policy, we may ask for one of the following:
- Credit cards or bank statements
- Purchase receipts
- Instruction manuals and handbooks included with the item
- Guarantee or warranty certificates
- Photographs or video of the item/s.
An excess is the amount you agree to pay towards a claim. More than one excess may apply in some circumstances.
If we decide that another person or organisation was at fault for your damage or loss, you may not need to pay an excess. If you do need to pay an excess, you’ll usually pay it to your builder or repairer before they repair your property.
If it’s a contents claim and we replace your item, you can pay your excess to the supplier when you pick up your item. If your new item is being delivered, you’ll need to pay the excess before delivery.
Check the Additional Information Guide for your home policy, to see what excesses may apply. If you’re having financial difficulties and struggling to pay your excess, talk to your claims officer or call us on 133 723.
The amount of time it takes to assess your claim can vary and depends on the extent of your damage. Generally, we'll let you know if we accept all or part of your claim within 10 business days.
But that's only if we’ve received all the documents and information we need to assess your claim. If we need further specialists’ reports, we’ll update you on how long it may take to assess your claim.
A loss adjuster works on our behalf to explore your insurance claim. They’ll assess the damage and provide their recommendations on your claim based on your policy and its limits.
A loss adjuster is an impartial professional. They make your claim easier to understand and help complete your claim. They will:
- Understand it’s a difficult time and help complete your claim in a compassionate way
- Act as a go-between while we manage the claim process
- Assess the cause and value of your damage or loss under your cover
- Let us know if we should recover any costs from a third party, if they’re at fault.
A scope of works is provided for building claims and outlines what repair or rebuilding work is necessary to resolve your building claim. It’s a breakdown of the repair work needed to fix things.
It’s generally completed by your builder. It includes a line-by-line list of materials they’ll need, plus the cost of those materials and labour. Read our Scope of Works Fact Sheet for more details.
Once you pay any excesses and accept the scope of work, we’ll tell you how long the repairs should take. But there are some things that may affect it:
- The type and extent of your damage
- If we need to involve more than one tradesperson
- The weather conditions
- If materials or equipment are available, to repair your property.
Once the work gets underway, we’ll update you on its progress.
If we offer to settle your claim with cash instead of repairing or rebuilding your home, we’ll provide you with a cash settlement information sheet.
The Cash Settlement Information Sheet provides information to help you understand how cash settlements work and things for you to consider before receiving a cash settlement.