Theft or damage to your home?
Lodging your claim
If you're a QBE Home insurance policyholder, you can lodge a claim online or call 133 723. You'll typically need the following information:
- Your QBE policy number
- Details of the incident, including any damage or loss to the building and contents
- Photos of the damage
- Proof of ownership such as credit card and bank statements, owner's manuals and photos/videos of the items
- Receipts and invoices for repair work already completed.
Managing your claim
After assessing your claim, we'll let you know what needs to be repaired or replaced. We may appoint a loss adjuster to help determine the damage and will arrange a convenient time for them to visit.
After determining the extent of your loss, we'll organise to repair/replace your items. We may require proof of ownership information such as receipts, owner's manuals and photos/videos for damaged items.
If the cost to repair or replace items exceeds the cover provided by your policy, it's called a 'total loss'. If this happens, then we'll pay out your claim and close your policy.
If we accept your claim and repairs are required, we'll provide a qualified builder to make the repairs to the relevant state standards. We'll manage the process and pay the builder directly.
If we don't have a builder with the required qualifications in your area we may require you to gather quotes and send us photos of the damage. We'll help you through this process.
Settling your claim
We want to make sure you're happy with the completed repairs. So we won't finalise your claim until you've signed a Statement of Satisfaction.
You may also need to pay an excess before we can close your claim. An excess is the amount of money you have to pay whenever you make a claim, and a number of different types of excesses may apply to your claim. We'll let you know what's applicable when you lodge your claim.
If repairs are required for your claim, you'll usually pay the excess directly to the builder after they're finished. If we've agreed to reimburse losses or if your claim was declared a total loss, we'll deduct the excess from the amount we pay for your claim.
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.
QBE Home and Contents insurance covers a range of specific 'insured events'. For a full list of 'insured events' and the extent of your coverage, please refer to your Policy Schedule and the PDS, or give us a call.
Yes, your cover includes flooding damage. For full details of events that you're covered for, please refer to the PDS and your Policy Schedule.