Break-ins, bushfires, burst pipes – owning a home can come with some unwelcome surprises.
Thankfully, that’s where home insurance comes in. But would you know what to actually do if the time came to make a claim?
“Whether you live in a home you own or you’re a landlord, dealing with property damage or loss can be stressful, but making a home insurance claim doesn’t have to be,” says Mervyn Hartley, Youi’s Head of Product – Home Insurance.
“Taking a little time to understand the insurance claims process before you make a claim can help you know what to expect and might even make a difficult time a little bit easier.”
Here’s what to know about how to make a claim on home insurance.
What’s covered by my home insurance policy?
When your home suffers any kind of serious damage, your first thought might be “what exactly does my home insurance cover?” The answer depends on the type of policy you have.
Building insurance – sometimes called home only insurance – is there to cover the physical structure of your property. Exactly what you’re covered for will depend on your policy, but building insurance might typically cover damage or loss due to:1
- Fire
- Storm
- Intentional damage
- Earthquake
- Impact, such as from a falling tree or car.1
Contents-only insurance, on the other hand, is there to cover things inside your home, namely personal items and belongings – such as your furniture, TV, carpets and clothes.2 Again, your exact cover will depend on your policy but may include damage or loss caused by theft, fire, intentional damage or certain types of natural disaster, such as storms or earthquakes.2
“In Australia, y ou can typically take out contents or building insurance separately, or bundle them together under one policy,” says Hartley.
“For example, at Youi, we offer Building insurance, Contents insurance and Building and Contents insurance. We also offer Landlord insurance, so you can choose a cover that best suits your particular circumstances.”
Youi’s home insurance policies cover a range of events, including:
- Loss or damage caused by escaping water3
- Damage caused by bushfire or accidental fire4
- Loss or damage caused by flood or storm, including lightning, wind, hail and snow4
- Up to 12 months of temporary accommodation if you can’t live at home after an insured event for which a claim is accepted,5 or up to 12 months of loss of rent if your property is unliveable for tenants as a result of an insured event.6
- Loss or damage caused by theft, attempted theft or burglary.6
“Before you buy or renew a home insurance policy, it can be helpful to take some time to consider what type of events you want to be covered for,” says Hartley.
In fact, he adds, not knowing exactly what events a policy covers can be a common mistake Aussies make when choosing home insurance.
“For example, if you live in a bushfire-prone area, you might want to make sure any home insurance policy you're considering includes damage caused by soot or smoke in your bushfire cover. The same goes if you live in a flood-prone area as some policies may cover water damage but not damage caused by flooding,” says Hartley.
“At Youi, all of our home insurance policies automatically come with flood and fire cover, including cover for damage from bushfire soot or smoke, but this may not be the case with every insurer.”
What to do immediately after your property is damaged
In an emergency, safety is always the first priority.7
In the event of a home robbery, call Triple Zero (000) straight away if anyone is in immediate danger or a crime is currently occurring.8 Otherwise, report the robbery as soon as you can to your local police station.8
In natural disaster events such as storms, hazards can remain long after the wild weather has passed, even for people in cities or built-up areas. After a storm, check official sources such as ABC Emergency or the Bureau of Meteorology (BOM) for the all-clear before you start to survey the damage.9
Once it’s safe to do so, you can start to document the damage and take photos.10
If you can, it’s a good idea to contact your insurer before you touch or move anything – unless you need to, to prevent further damage or loss.11 If you do make minimal repairs, such as throwing out a waterlogged carpet or boarding up a door, you might want to take photographs and video footage of the item in its original damaged state.12
“Sometimes people jump the gun, and this is when mistakes can happen,” says Hartley.
“If you throw away damaged items or arrange unauthorised repairs without talking to your insurer first, it may delay your claim or you may not be able to make a claim on these things later on.
“Your insurer might be able to help arrange emergency repairs when safe and practical to do so. They can also advise what steps you can start taking now to prepare your insurance claim, which is why it’s generally recommended you contact them first.”
What to do before you lodge a home insurance claim
“Before making any claim on your home insurance, it can be helpful to read your policy documents first,” says Hartley.
“This can help to remind you of what you are and aren’t covered for, as well as what excesses and exclusions might apply.”
In fact, it’s a good idea to review your cover regularly, not just when you need to make a claim. This can help you avoid the risk of being underinsured12 – another common misstep Aussies may make when it comes to their home insurance coverage, says Hartley.
One common cause of underinsurance, for example, is not increasing your cover amount after renovations, such as a new extension or deck.13 If you don’t update your policy, your insurance may not cover the cost of repairing these renovations if you need to make a claim.13 Another is failing to account for inflation and rising building costs, which can significantly increase the cost of a rebuild.13 If your sum insured stays the same year after year, it may fall behind the real cost to rebuild if you need to make a claim.13
“It’s important to note, however, that it’s generally not possible to claim for an insured event if you’ve just taken out insurance or upgraded your existing cover as no-claim windows can often apply,” says Hartley. “For example, at Youi, there’s a 72-hour waiting period to claim for events like fire, storm and flood, so planning ahead really is key.”14
You can find out more about your cover in your product disclosure statement (PDS) and policy schedule. Your insurer will have sent these to you when you purchased your policy.11
Some things you might typically be asked to provide by your insurer include:
- Photographs of damaged or missing items10
- Evidence of purchase, such as receipts or bank statements10
- Any witness statements10
- Police report numbers10
- Your policy number.12
How to make a claim on home insurance
Now that you’re across your cover and have the necessary documents at hand, it’s time to make your home insurance claim. Generally, you can lodge it online or over the phone, but you may also be able to request a paper form from your insurer if you prefer.11 At Youi, there’s no need to wait for office hours – you can lodge a claim online 24/7.
Below, we break down the insurance claims process and answer some frequently asked questions about home insurance claims.
What is the home insurance claim process?
While the exact process you need to follow to make a claim will depend on your insurer and your situation,10 at Youi, we use a simple 5-step process.
- Lodge: Give us a call on 13 YOUI (13 9684) or make a claim online.
- Assess: We’ll process your claim and arrange any necessary inspections or assessments.
- Action: If your claim is accepted, we’ll arrange repairs, replacement or a cash settlement.
- Track: Stay up to date through the whole process with our online claims tracker and regular updates from our claims team.
- Resolve: Once repairs or settlements have been completed, we’ll finalise your claim.
“Clearly spelling out our claims process makes it easier for you to keep track of your claim from start to finish, so you won’t be left wondering which step your claim is at,” says Hartley.
The Insurance Council of Australia’s General Insurance Code of Practice sets out some guidelines for insurers to follow when handling claims. Under the code, your insurer should aim to respond to your claim within 10 business days,12 either to let you know the outcome or to ask for more information. If they need more time, they should update you on your claim’s progress every 20 business days.12
Is there a time limit on making a home insurance claim?
Not all insurance policies impose a home insurance claim time limit, but some do. If time limits apply to your cover, you can find the information listed on your policy.12
“At Youi, we don’t apply specific time limits to home and contents insurance claims; however, it’s a condition of your cover that you let us know about any incidents covered by your policy as soon as practically possible,” says Hartley.
“Additionally, some late claims may attract a delayed notification storm excess. This is an additional home insurance excess that may be applied to storm claims that are made more than 90 days after the event.”
Letting your insurer know about an incident right away can have other benefits too. For example, delaying repairs can lead to additional damage or loss that may not be covered by your insurance.15
“When a storm hits, it might cause relatively minor exterior damage to your home, such as a cracked window seal or slightly damaged gutter, but if you don’t report the incident and leave the damage exposed to the elements for months, it could become far more extensive,” explains Hartley.
“So, it’s generally a good plan to lodge your claim as soon as you can.”
What happens when a home insurance claim is approved?
If your insurance claim is approved, your insurer may offer to repair or rebuild your property, offer you a cash settlement, or suggest a combination of both.12
For repairs and rebuilding, your insurer will send you a written report known as a scope of works or statement of works. This report will outline:12
- What your insurer will and won’t repair or replace
- What products or materials will be used
- Any dependencies, such as repairs you need to complete and pay for yourself before the work paid for by your insurance company can begin.12
Your insurer will ask you to review and sign the scope of works. If you’re not happy with what they’ve proposed, you can contact them to discuss your options.12
On the other hand, a cash settlement is when your insurance company pays you a lump sum of money instead of arranging repairs themselves. Once you accept a cash settlement, your insurer’s obligations usually end, and you’ll be responsible for managing any repairs, replacements and rebuilding yourself.16
Will I need to pay a home insurance excess?
Once your claim is accepted, the next step is usually to pay your excess.10
“You’ll likely pay your basic excess, but other excesses may apply as well, depending on the circumstances of your claim. These will all be listed on your policy schedule or noted in your PDS,” says Hartley.
At Youi, for example, there are four types of home insurance excess.6
- Basic excess: Applies to every claim you make on your policy.
- Additional excess: Can apply in certain circumstances as listed on your policy schedule.
- Delayed notification storm excess: Applies to claims made on your buildings policy under the insured event of storm, when more than 90 days have passed since the insured event.
- Unoccupied excess: Applies to properties unoccupied for more than 60 continuous days at the time of the incident covered by your policy.6
Will multiple excesses apply if I need to claim on both my home and my contents?
In most cases, no, you won’t have to pay two excesses if your building and contents are covered by the same insurer.
“Youi has a one event, one excess policy for claims made on more than one cover for the same incident,” explains Hartley.
“That means if you make two claims for damage from the same storm, one under your building insurance and one under your contents cover, you’ll only need to pay one excess, usually whichever one is higher.”
What happens if my home insurance claim is denied?
A denied claim isn’t necessarily the end of the road, and you have the right to challenge an insurer’s decision. When they deny a claim, insurance companies are required to provide a written response that includes:17
- Their reason for denying the claim
- What part or parts of the claim they don’t accept
- Your right to request copies of reports they used to reach their decision
- Their complaints process.17
The Financial Rights Legal Centre advises that there are many reasons claims can be denied but commonly include non-disclosure – where you fail to share important information with your insurer – policy exclusions or conditions, policy cancellation or fraud.18
If you’re unhappy with your insurance company’s decision, a good first step is to lodge a complaint with them directly via their internal dispute resolution (IDR) process. If you’re still not satisfied, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA).19
Will making an insurance claim affect my home insurance premium?
Every insurer calculates premiums differently. But making a claim on your home insurance could contribute to an increase in your future premiums.11
“When you buy or renew a policy at Youi, we look at lots of factors to calculate your premium,” shares Hartley.
“This includes your claims history, but we also consider things such as the building’s address, how your home is constructed, who lives there, what security features you have, and so on.”
To find out how much your premium could cost with Youi, start a home insurance quote.
Can I make an emergency home insurance claim?
In an emergency situation, such as a natural disaster or extreme weather event, you may not have time to wait for a claim to process.
If you need emergency repairs, it’s still a good idea to contact your insurer first.16 They can help you arrange a “make safe”, which is emergency work designed to address hazards and cover your home from further damage. This could include arranging for someone to come and remove loose debris, install a roof tarp or isolate damaged electrical circuits.20
“Youi’s building insurance includes cover for the reasonable cost of emergency repairs needed to prevent further damage and make your home safe and secure after an insured event,” says Hartley.
You can also ask your insurance company to fast-track your home insurance claim or provide you with an advance payment. To do this, you may need to show them that you’re in urgent financial need.10
Can I cancel my building or contents insurance claim?
“Whether you can withdraw a claim in progress may depend on your insurer and the stage of the claim” says Hartley.
“If you intend to cancel your claim, it's important to let your insurer know as soon as possible. Circumstances can change and open communication is key”.5
“If your claim is with Youi, just get in touch to let us know you want to cancel, and we can assist you from there,” says Hartley.
So, making a home insurance claim doesn’t have to add to the stress of a difficult time and knowing what to expect can sometimes make a difference. If this article has prompted you to review your cover, why not start a quote today to explore if Youi home insurance is the right fit for you.
Home Insurance issued by Youi Pty Ltd. Consider the Home PDS and TMD to decide if this product is right for you.
1 Source: Canstar – What does building insurance cover?, March 2024
2 Source: Canstar– What is Contents insurance and What Does it Cover?, March 2024
3 Cover available for loss or damage to the insured property caused by escaping water that occurred suddenly and without warning, or slowly over a period of time and you could not reasonably have been aware of it. Exclusions apply. See the PDS for full details.
4 Exclusions and limits may apply. Where you have increased your cover or reduced your excess within 72 hours of a flood, storm, hail or bushfire occurring, cover will be limited to the amount that was effective prior to the change. Loss, damage or legal liability caused by, resulting or arising from flood, storm, hail or bushfire during the first 72 hours of your policy first being purchased is excluded unless certain conditions apply. For full details, see the PDS, TMD and your policy schedule.
5 For owner occupied homes, we will pay the actual cost you incur for temporary accommodation for up to 12 months if you cannot live at the premises after an insured event. The most we will pay for each claim is 10% of the buildings sum insured. Limits and exclusions apply. See the PDS for full details.
6 Limits, exclusions and terms and conditions apply. See the PDS for full details.
7 Source: Insurance Council of Australia – What to do if your property has been impacted by severe storm?, 2021
8 Source: Vic Government Victims of Crime – Robbery, December 2025
9 Source: ABC Emergency – Recover after an emergency, March 2025
10 Source: CHOICE – How to make a claim on your home and contents insurance, April 2024
11 Source: Financial Rights Legal Centre – Home or Contents Insurance Claims, December 2024
12 Source: Moneysmart – How to make a home insurance claim, n.d.
13 Source: Moneysmart – Underinsurance: What it is and how to avoid it, n.d.
14 Coverage may vary depending on the type of natural disaster and your policy details. Not all natural disasters are covered. Loss or damage caused by a bushfire, storm, flood, earthquake or explosion within the first 72 hours of your policy commencing is only covered in limited circumstances. Limitations and exclusions apply and there are additional fees for certain types of cover. For full details, see the PDS, TMD and your policy schedule.
15 Source: Canstar – How to make a home insurance claim?, January 2025
16 Source: Australian Financial Complaints Authority – Article: Understanding cash settlements, April 2025
17 Source: Insurance Council of Australia – A guide to home insurance claims, September 2025
18 Source: Financial Rights Legal Centre – Home or Contents Insurance Claim Refused, April 2026
19 Source: Canstar – Home insurance claim rejected - what to do, February 2026
20 Source: Insurance Council of Australia – Insurance recovery and claims process, 2021
