View your PDS and Certificate of Insurance in our Document Hub to find out what is and isn’t covered under your policy.

Yes. You can pay your excess in your account by selecting the relevant claim. This will take you to ‘My Claim Manager’ where you can pay your excess.

If you’re having trouble paying for your excess,  our claims team can work with you to find a suitable alternative. 

Log into your Apia account to see claims updates, message your claims manager, live chat with our online claims specialists, and upload documents and photos . If you don’t have an account yet, registering only takes a moment.

A home claim assessment determines the outcome of your claim after loss or damage to your home and/or contents.

Once you’ve lodged your claim, we’ll organise for an assessor to contact you to arrange a time to attend your property and inspect the damage or loss.

We’ll let you know the outcome of your claim as soon as we can. If we require additional information, we’ll let you know. If your claim is covered, we can then discuss repairs or settlement depending on the circumstances of your claim.

You can track your claim online to see an estimated time of completion, though this depends on the nature of the repairs or replacements.

Validating loss or damage to contents helps us take the necessary steps to repair or replace covered items.

Proof of loss or damage can be given by providing:

• photos of damage
• details of a police report (for theft), or 
• proof of ownership documents (receipts, manuals etc). 

For more valuable items we’ll ask for more evidence to substantiate your claim than we would for less expensive items.

These documents can quickly and easily be added to your claim online.

When lodging a claim, just provide us with an estimated cost of how much food spoiled. Claims that only involve food spoilage are excess free. You can find out your policy limit for a food spoilage claim in your PDS.

There’s no need to immediately reach out if you find anything new. Just make a note of the problem and take photos. The next time we’re in touch, let us know about it and we’ll include all the details in your claim.

If a different part of your home is damaged by another event, please lodge a new claim online.

Your claims manager will let you know if you need to complete any maintenance before repairs can start. This is because maintaining your property is your responsibility, as outlined in your policy documents.

If we accept your claim, we’ll cover the reasonable and necessary costs of demolishing and removing damaged parts of your home. This includes fallen trees if they’ve damaged your home. 

You can find your policy limits for removal of debris in the PDS or talk to our dedicated claims team is you have questions.

You can use a builder from our supplier network or select your own builder to repair or rebuild your home.

If you choose to use your own builder, we’lll cash settle your claim. The amount we pay may be less than what it could cost you to arrange the repairs or rebuild with your own builder. This is because we can secure discounts within our builder supplier network.

To learn more, refer to the PDS.

It depends. Your temporary accommodation benefit covers reasonable and necessary costs if your home is unsafe and can’t be lived in.

It’s important to check your policy documents to understand your temporary accommodation benefit.

These documents, along with your Certificate of Insurance, explain your benefit limit and if any exclusions apply.

Our network of repairers and suppliers will restore your home to the condition it was in prior to the loss or damage for which you’re claiming. After assessing your home, we will create a scope of work.

A Scope of Work is a detailed summary of the work that will be undertaken to repair or rebuild your home.

After you’ve signed your Scope of Work, our builder will confirm the start and estimated completion dates. Your Claims Manager will also keep you up-to-date on the progress.

After frequent unpredictable flooding in recent years, it’s important that we provide you with flood cover even if it seems unlikely a flood will occur at your address.

First, make sure everyone is safe and out of danger. Then make a claim and let us know if and if you require emergency assistance.

If you have a Apia Home Insurance policy and can’t live in your home after an insured event, you may be entitled to cover for reasonable and necessary temporary accommodation costs for the time it takes to repair or rebuild your home so it can be lived in again.

A cash settlement is the money we may offer to settle your claim. This amount could cover some or all of your claim.

If you accept a cash settlement, we’ll pay you the amount it would cost us to repair the damage or replace any items, or the amount of a quote assessed and approved by us. You’ll be paid by cheque or direct deposit into your bank account, or if available, you can choose to be paid with a voucher, store credit or store value card. 

Please keep in mind that:

• the quoted amount may be less than what it costs you to fix or replace the item. This is because we’re able to secure discounts from our supplier network.
• our lifetime warranty on the workmanship will not apply to repairs organised by you.

For more information, please speak with your claims manager.

Your cash settlement is based on relevant repair, replacement, or rebuilding costs. Please see your PDS for more details. If this cost is greater than the sum insured on your Certificate of Insurance, the cash settlement will be your sum insured amount minus any required taxes or charges.

If you’ve settled your repairs with cash, it’s possible further damage not included in your settlement of your claim is found. If this occurs, please cease any repair work and contact us immediately. We’ll then assess the additional damage. If we determine it was caused by the insured event and covered under your policy, we’ll make an additional payment to complete your repairs.

If you have a mortgage, please contact your lender before accepting a cash settlement to discuss the payment. For more information, please refer to the ABA fact sheet [65.4 KB].

It may also be helpful to keep in mind that when an item is repaired by Apia, the repair work is guaranteed by us.  If you choose to repair or replace the item yourself, we can’t guarantee this work.

You should consider obtaining legal or financial advice prior to accepting a cash settlement.

Yes. You can choose a cash settlement for your claim subject to the terms of your policy and policy limits. If this applies to you, the cash settlement amount will be based on the assessed quote less any applicable deductions.

A scope of work is a detailed summary of the work that will be undertaken to repair or rebuild your home. This includes the repairs that will be made in each room and the materials used. The scope of work will be updated as needed.  

Your assessor, builder or claims manager will explain your scope of work and provide you with a copy for your consideration. Remember, your repairs or rebuild cannot commence until you have signed your scope of work.

A Confirmation of Transaction is a summary of the activities that relate to your claim, such as a cash settlement, repair or replacement. If you’d like a copy, please contact your claims manager and they’ll give you a copy when your claim is finalised.