Home insurance claim support

A quick way to make a claim is online via the Apia website. Alternatively, you can speak to our Claims Team and make a claim over the phone.

If you cannot find your policy number or documents, do not worry. You can find the Product Disclosure Statement on the Apia website, and find your certificate of insurance after you have logged into your account.

Take photos of the damage and record serial numbers of your contents if you can and it is safe to do so. Please upload this information to your claim if you are making a claim online. Or you can also send this information to your Claims Manager via email or post.

Let us know as soon as you can if you cannot live in your home, or it is not safe to return to.

If you make a claim online, our dedicated team of online specialists are also available via our websites’ live chat on:

• Monday to Friday 8am to 9pm AEST, and

• Weekends from 9am to 5pm AEST.

They will help answer your questions and organise any emergency support you may need. After your claim has been made, we will send you an email or a letter with information about the next steps.

We will regularly keep you updated on the progress of your claim until it has been finalised.

We may need to make emergency repairs to your home. When making a claim, please let us know if your home needs emergency repairs as soon as you can. We can:

— Organise a builder from our supplier network to complete the emergency repairs to help prevent more damage to your home. This includes placing a tarp over your roof to help prevent water from entering your home after a storm, for example. 

— Organise temporary accommodation if you cannot live in your home while your repairs are in progress. This will only be offered if we accept your claim.

Your policy comes with an additional cover for temporary accommodation. It may cover your reasonable and necessary costs. The amount depends on your policy and your sum insured. Limits, conditions, and exclusions apply.

If you have any wet contents, please take them outside if you are able to. Do not throw out any damaged parts or items unless there is a risk to your health and safety. Make sure you take photos of any damaged items, prior to removing them and record serial numbers if you can find them.

Assessing the damage is a key step in our claims process. If your home has been damaged, we will organise an assessment. An assessor or a builder from our supplier network will complete this either:

— On-site at your home. In addition to an assessor or builder, we may also ask specialists to attend, for example an engineer, or

— Virtually. If the damage is minor, we may not need to visit your home and will complete an assessment virtually. We will use photos and descriptions to assess the damage.

For your damaged contents, we will also use photos and descriptions, as well as the costs to replace, clean, or restore the items.

Your Claims Manager will let you know the type of assessment we will need to do and if we need any more information from you.

If we are organising an on-site assessment, we will agree a date and time with you and let you know who will be attending. Always be cautious of anyone who turns up at your home without contacting you first. If in doubt, please call your Claims Manager.

We will then assess your claim under your policy with us. After our assessment, we will let you know if we will accept your claim.

If you have any questions, your Claims Manager is here to help.

We will talk through your options and the next steps after we have completed an assessment and accepted your claim.

Damage to your home

Generally, there are two options available if you have damage to your home that is covered.

Option 1: Repair or rebuild your home with our builders 

You can choose to repair or rebuild your home with us, and we will use a builder from our supplier network if they are able to do so.

— We will manage the repair or rebuild process with you. You can contact us at any time for an update or to talk through any questions you may have.

— There is a guarantee on the work authorised and arranged by us.

— It can be more cost effective as we have negotiated competitive rates with our builder supplier network. 

Option 2: Cash Settlement 

If you would prefer to use your own builder, you can choose to accept a cash settlement payment for your home claim with us. There are also times when we will need to pay you a cash settlement for your home insurance claim with us. For example, this may happen when our builders cannot complete the repairs or rebuild to your home due to pre-existing damage. If we need to do this, we will work through this with you.

Damage to your contents

If we are unable to repair your contents, we will work with our supplier network to replace them. If we cannot replace them, or you would prefer, we will pay you a cash settlement so you can purchase new items.

After you have decided how you would like to settle your claim, you can let us know via the through the Apia website or over the phone. We will then talk you through the next steps.

Repair or rebuild your home with our builders

We will prepare a detailed summary of the work that our builders will complete to repair or rebuild your home. This is known as a Scope of Work. You will need to review and sign your Scope of Work so work can commence as soon as possible. When you sign your Scope of Work, you are approving the repairs listed as part of your claim. Without your signature, we cannot begin your repairs or rebuild.

Cash Settlement

If you have decided to accept a cash settlement for all or part of your claim, please let us know. You can contact us through the Apia website, via email or over the phone. Your Claims Manager will:

— ask for your bank account details, including your account name, BSB and account number,

— contact you when we are completing your cash settlement fund transfer, and

— advise when you should expect to receive the funds in your account.

Generally, payments take between three to five business days. We can no longer issue cheques.

Your claim is complete when we have:

— finished the repairs on your home or have rebuilt it,

— repaired or replaced your contents,

— paid your cash settlement into your bank account.

If we are unable to repair your contents, we will work with our supplier network to replace them if we can. If we cannot replace them, or you would prefer, we will pay you a cash settlement so you can purchase new items. You may also choose to be paid with a voucher, store credit or stored value card.

What should I do if a third party representative comes to my home, and wants to help me with my claim?

If a third party claims representative comes to your home and wants to look for damages that your insurance policy may cover, please contact us to see if you would like to lodge a claim.

We will never send an SMS message requesting an excess payment to progress your home claim. If you receive such a message, we recommend you delete it immediately as it may be suspicious. 

We understand that sometimes you may need extra care and support in difficult times in your life. We are committed to looking after your needs with sensitivity, dignity, respect, and compassion. Please let us know and we can work together to help find the support you need.