Skip to main content

Home insurance FAQs

Find answers to frequently asked questions about home insurance. You can make a claim online at any time or read our claims guide

Make a claim
Read our claims guide

Thank you for contacting us

Your reference number is

We'll contact you within 72 hours and may ask for this reference number.

Top questions

Manage your policy

There are a few different ways you can take control of your policy.

Change your basic excess
You can change your basic excess online at your policy renewal time.

  1. Log in to your online account
  2. Go to the policy you want to change
  3. Click on ‘Update basic excess’ in the Options and Excess section
  4. Make and review your changes.

Keep in mind that choosing a higher basic excess may reduce your premium. But remember: if you make a claim, you’ll pay more out of pocket.

Update your contact details and payment methods
You can also update your contact details and payment method online.

  1. Log in to your online account
  2. Click on ‘Update personal details’ or ‘Update payment method’
  3. Make and review your changes.

Make additional changes
Give us a call on 13 72 28 to make other changes, such as updating:

  • your address
  • the amount and type of cover you have
  • the structure of your home
  • your sum insured amounts

No, if you’re moving house, you can keep the same insurance policy if you like. 

Simply give us the details of your new home and we’ll change the address listed on your insurance policy.   

If you have a Contents policy, we'll also cover the contents at both addresses for up to 14 days from the day you start moving. 

Keep in mind, changes to your address may affect your premium.  

Other changes to your policy

If you’d like to change the type of policy you have, you’ll need to cancel your existing policy and purchase a new one.   

To update your home address or discuss changes to your policy, call us on 13 72 28. 

You can’t cancel your home insurance policy online at the moment. 

To cancel your policy, or to talk through other options, call us on 13 72 28.  

We regularly update the options in your online account. Look out for new ways to manage your policy online soon.

At RACV, we care about your privacy.  

To make changes on your insurance policy, another person will need to be either:

  • insured on your policy
  • listed as an authorised representative on your account.

This helps us keep your account secure.

To add someone as an authorised representative, call us on 13 72 28 or visit a retail store.

If you cancel your insurance policy before your renewal date, you may receive a refund, depending on the period you’ve paid for.

Annual payments
You will be refunded any premium paid from the cancellation date to the renewal date listed on your Certificate of Insurance.** 

Monthly payments
If you cancel your policy midterm, your premium covers you for any time held in cover as shown on your latest Certificate of Insurance, until the cancellation date.

This means:

  • If you have paid more than the time held in cover, you will be entitled to a refund.**
  • If you have paid less than the time held in cover a final amount may still be debited from your nominated account.

**In the event of a total loss, your policy comes to an end and no refund of premium is due to you. If you’re paying monthly, the remaining instalments will be deducted from the amount you are paid in settlement of your claim.

When your insurance is due for renewal, you'll find the details on your renewal notice.

You will receive this via mail or email, depending on your communication preferences. You can also find a copy in your online account.

To renew your policy:

  • Go to your online account
  • From your dashboard, review your policy details
  • Click ‘Make payment’ when you’re ready to renew.

When to pay
If you have monthly direct debit payments set up, you don’t need to do anything – we’ll take payment on your regular date.

If you pay your policy annually, you'll need to make a payment before the due date.

You can pay online, over the phone, in one of our retail or agency stores, or at your local post office. Payment methods include Visa or Mastercard, PayPal or BPAY.

Learn more about billing and payments

You can check what you’re covered for in a few different places.

In the RACV App

  1. Open the RACV App and click ‘My products’.
  2. Select the product you want to check, and click ‘View and manage product’ in the pop-up.
  3. Check what you’re covered for by viewing your policy summary and additional documents, or check your sum insured.

In your online account

  1. Log into your online account
  2. Under the ‘My products’ section, click ‘View details’ next to the product you want to check.
  3. Check what you’re covered for by viewing your policy summary and additional documents, or check your sum insured.

Your Certificate of Insurance will also include details about your cover, any limits that apply and additional extras.

For more information on your insurance policy, read the relevant Product Disclosure Statement.

Premium and excess

Yes, but the process might be different depending on your plans.

Increasing your excess

You can do this at any time during the policy period, as long as no claims are pending.

Decreasing your excess

You can only do this when your policy is due for renewal, and no claims are pending. 

Your current Certificate of Insurance shows the amount and types of excesses that apply to your policy.  

How it works 

Your basic excess can be $100, $200, $300, $500, $750, $1,000, $2,000, $3,000, $4,000 or $5,000. If you're aged 50 or older, you can choose a $0 excess, instead of $100.

Keep in mind
Choosing a higher basic excess can reduce your premium. But remember, if you make a claim, you'll pay more out of pocket.

Changing your excess may also affect the types of incidents for which you can make a claim. For example, if the damage is not above the basic excess, you’ll be unable to claim. 

To change your excess on your home insurance policy, call 13 72 28.

Look out for new ways to do this online, coming soon.

There are a few things that may impact the cost of your insurance year-on-year, like:

  • inflation
  • increased wild weather
  • reinsurance costs 
  • changes to your circumstance like changing your address
  • adding optional covers.

These can affect your premium even if you’ve never made a claim and your personal circumstances haven’t changed. 

RACV Insurance can help protect what matters to you the most, should you ever need to make a claim. As an RACV Member, you can manage your premium with monthly or annual payments and flexible excess options.

You can change your basic excess at your policy renewal time through your online account. Choosing a higher basic excess may reduce your premium. But remember: if you make a claim, you’ll pay more out of pocket.

To understand how we work out your premium, check out our Home Insurance Premium, Excess and Discounts Guide.

Find out more about recent price increases

There are lots of ways we can help you take control of your insurance policy and premium.

For example, when buying or renewing your RACV Home Insurance, you can:

  • explore flexible basic excess
  • update to annual payments, instead of monthly
  • review your optional extras.

Learn more about what impacts premium prices, and what you can do to help reduce your premium – including a range of benefits and discounts available to RACV Members.

Home and Contents (combined) 

Buildings, Contents and Combined Insurance
You are not covered for damages caused by a pet kept in your home or at your site.

Legal liability 
If legal liability arises from an incident caused by a pet kept in your home or on the site, you're covered with Buildings, Contents or Combined policies. This includes:

  • a pet dog, cat or horse kept in your home or on the site
  • a pet horse kept off-site on agistment.

Landlord Insurance  
We will cover the loss or damage caused by a tenant’s pet kept at the site, less 4 times the weekly rent amount, shown on the written rental agreement. 

We will not cover loss or damage caused by a pet kept at the site if we previously paid a claim under the same tenancy for: 

  • rent default 
  • theft or attempted theft by a tenant or their guest 
  • damage by tenant.  

Landlords must have a written rental agreement that states the term of the rental period, and the amount of rent and bond your tenant needs to pay.

Theft cover 
All RACV Home Insurance policies cover theft by an intruder. There are some exceptions if you rent out your property via short term sites like AirBnb or Stayz. 

Your basic excess will apply for any theft claims. 

Accidental damage cover 
You can add accidental damage as an extra to most policies. This means you'll be covered for unintentional damage to your home or belongings. 

This includes things like: 

  • knocking over your TV
  • putting your foot through the ceiling while you’re in the roof
  • spilling some red wine on a white carpet.

A $300 excess will apply for accidental damage claims. To update your policy call us on 13 72 28.

For full details of what is and isn’t covered, see the Product Disclosure Statement.

Yes, you must let us know if you use your home for ‘business use’. We may need to update your policy.

About business use

Business use refers to the use of any property or item for an occupation, profession or trade from which you derive an income.

This is only acceptable when:

  • the home is used primarily for domestic purposes
  • the business is not considered hazardous.

Under ‘business use’, you won’t be covered for

  • any liability connected with the business being conducted from the home.
  • costs arising from any business interruption.
  • goods kept for sale, distribution or on consignment.
  • stock used in any business, trade or profession.

Please refer to the Product Disclosure Statement for more details on exclusions.

Carpets and rugs are considered part of your contents. They're not covered by Buildings Insurance. 

If they're damaged due to an insured event like a fire, flood or storm+, you're covered with any of these products:

  • Contents Insurance
  • Combined Building and Contents Insurance
  • Landlord Contents Insurance
  • Landlord Building and Contents Insurance.

If you're insuring an investment property that you're renting out, your carpets may be covered under your Building insurance.  

For full details of what is and isn’t covered, see the Product Disclosure Statement.  

Yes, your home and contents are covered at your insured address while you are on holidays for up to 60 days.  

If you plan to be away for more than 60 days, and your home will not be occupied during this time, you need to tell us before you leave.  

You’ll need to follow our unoccupancy guidelines and acceptance criteria. This helps to prevent any issues with making a claim, or your policy being cancelled.  

Make sure you organise someone to:

  • keep the lawns mowed and the garden tidy  
  • stop regular mail and newspaper deliveries
  • check inside and outside the home at least once a week. 

Your home and contents are covered for damage caused by a range of insured events.

You're not covered for: 

  • pre-existing damage to your building or contents
  • wear and tear
  • loss or damage that is deliberately caused by members of your household or guests
  • damage caused by vermin or insects, including termites
  • plants, trees and shrubs growing in the ground
  • any vehicles kept on your property
  • stock used in a business, trade or profession
  • loose or unset gemstones.

For full details of what is and isn’t covered, see the Product Disclosure Statement.

Yes, you can. The calculators are only a guide – if the figure doesn't seem right, you can change it. 

It's important to make sure you're not underinsured, in case you ever need to rebuild your home or replace your contents. 

But keep in mind that if you insure for more than it costs to rebuild or replace, you'll only be able to claim the actual cost to do so.

Buildings Insurance

The amount you insure your home for (the 'sum insured') should be enough to cover the cost of rebuilding your home at today's prices.  

When we talk about your home, we don't just mean the building itself. Home improvements and fixtures permanently attached to your home could count, too.

When calculating your building sum insured, make sure you include the cost of:

  • fences
  • sheds
  • in-ground pools
  • covered car spaces
  • demolition and debris removal
  • building and planning professionals
  • statutory or regulatory requirements.

Keep in mind

  • If you underinsure your home, you may be caught short if you have to totally rebuild.
  • If you insure your home for more than it costs to rebuild, you'll only be able to claim the actual cost to do so.

You can use our building calculator to help estimate costs. For a full list of what you can cover, see the Product Disclosure Statement.

Properties not under a strata scheme  
Solar panels, solar roof heating and solar inverters are permanent fixtures to your home. This means they are covered under Buildings Insurance.  

Properties under a strata scheme 
If your fixtures are not covered by another insurance policy, your solar panels, solar roof heating and solar inverter are covered under contents insurance. 

For full details of what is and isn’t covered, see the Product Disclosure Statement.

RACV Building Insurance doesn't cover damage to your home caused by vermin or insects (including termites). 

For full details of what is and isn't covered, see the Product Disclosure Statement.

Yes, it covers all the structures on your property – including garages and carports. When you're working out how much cover you need, make sure you include these structures. 

So if your garage is damaged in an insured event, like a fire, flood or storm+, you're protected.

For full details of what is and isn't covered, see the Product Disclosure Statement.

It depends on the work you're doing. 

You're covered for:

  • insured events when your renovations are only internal cosmetic changes (like painting or replacing your carpet)
  • up to $1000 for building materials (like bricks and tiles) and items that will be fitted (like a dishwasher or oven).

You're not covered for: 

  • damage to building or contents as a direct result of building works
  • storm or water damage through an opening made for renovations.
  • liability for building works above $50,000.

You may want to update the amount your home is insured for, to make sure it's enough to cover your renovations. 

Let us know about your renovations

Call 13 72 28 to chat about how renovations might affect your cover. You should tell us:

  • when you expect to start and finish the work 
  • how much it’s likely to cost 
  • a detailed description of the work, including which rooms are affected 
  • who will live in your home during the renovation.

For terms and conditions, read the Product Disclosure Statement.

Contents Insurance

The amount you insure your contents for (the 'sum insured') should be enough to cover the cost of repairing or replacing your belongings at today's prices.  

When calculating your contents sum insured, make sure you include the cost of:

  • furniture and appliances
  • clothing and linen
  • mobile phones, computers and tablets
  • internal blinds
  • curtains and drapes
  • carpets and rugs
  • furnishings
  • medical items
  • toys
  • tools (limits apply for tools of trade).

Keep in mind

  • If you underinsure your contents, you may be caught short if you have to repair or replace them.
  • If you insure your contents for more than it costs to repair or replace them, you'll only be able to claim the actual cost to do so.

You can use our contents calculator to help estimate costs. For a full list of what you can cover, see the Product Disclosure Statement.

Your contents cover provides you with $2,500 in total in each of these categories: 

  • art 
  • music, games and movies 
  • collections 
  • jewellery and watches. 

You can increase the cover of these categories if needed. 

Check if you need to provide details to cover certain items:

  • We don’t require item details if they are valued under $10,000.  
  • Items valued over $10,000 need to be noted on your policy, so they can be covered.  
  • For items over $25,000, you must provide valuation documents before we can add them to your policy. 

If want to increase the cover for your valuable items, call 13 72 28.

For more information about adding optional cover, see the Product Disclosure Statement.

You're automatically covered for up to $2,500 in each of these categories:

  • art
  • music, games and movies
  • collections
  • jewellery and watches.

You can increase the amount you’re covered for in any category above by listing items as valuables. 

These items are only covered inside your home, unless you add them as portable items. 

Keep in mind, you'll need a valuation certificate for any item valued at more than $25,000.

To update your policy call us on 13 72 28.

Some of your general contents can be covered if they’re in storage in Australia.

Before you move them into storage, you need to tell us:

  • the value of the items
  • where you’ll store them (to make sure it meets our criteria).

To see what can be covered in storage, check the Product Disclosure Statement. Call 13 72 28 to chat to the team.

Basically, you let us know how much it would cost to replace all your items at today's prices and RACV Insurance will offer cover for your belongings up to the sum insured for a range of insured events.

For example, you're covered if:

  • your belongings are burned in a house or apartment fire
  • your carpets and furniture are damaged because of flooding+
  • a thief breaks into your home and steals your belongings (including mobile phones, TVs and laptops).

For full details of what is and isn’t covered, see the Product Disclosure Statement.

Not sure how much your contents are worth? You can use our contents calculator to help estimate costs.

Ready to get started? Get a quote today.

+ Unless we have offered you the option to remove cover for Flood, Rainwater run-off or Storm surge, and you have chosen to do so.

General contents 
These are items that are kept in or around your home but aren’t permanently fixed to the house. Think furniture, carpets, electronics and clothes. 

Valuables contents 
These are things like art, music, games, movies, jewellery, watches and other collections.

With RACV Contents Insurance your visitors' general contents are covered too. 

This includes up to $500 for loss or damage to your visitors’ belongings while they are inside your home. This does not include cash. 

Any amount payable for this benefit is included in your contents sum insured. 

For full details of what is and isn’t covered, see the Product Disclosure Statement.

Your phone is covered for theft or damage at home caused by insured events when you include its value in your general contents. 

Extra cover you can add

  • Accidental damage adds cover for things like dropping your phone and cracking your screen when you’re at home. 
  • Portable contents adds cover for your phone if it's damaged, lost or stolen while you're away from home. You can add other types of portable items like laptops, tablets and smart watches. 

To update your policy call us on 13 72 28.

For full details of what is and isn't covered, see the Product Disclosure Statement.

When you take out insurance that covers your contents, you can add portable items to your policy.   

You can add items under these categories: 

  • portable electronic devices (like laptops, tablets, phones and cameras)
  • jewellery and watches
  • sporting items (like ski gear, bicycles and fishing equipment)
  • glasse and medical items (includes hearing aids)
  • clothing, accessories and luggage
  • wheelchairs, scooters and other mobility aids. 

We’ll only ask for a description if your item is worth more than $10,000. For items over $25,000, you must provide valuation documents before we can add them to your policy.  

This covers items if they're lost or stolen anywhere in Australia or New Zealand. You’ll also get limited cover anywhere else in the world. 

To add or update cover for portable items, call 13 72 28. 

For more information about adding optional cover, read the Product Disclosure Statement.

With Contents Insurance or Combined Buildings and Contents, you're covered for an amount up to $200 for:

  • cash
  • cheques and money orders
  • gift certificates
  • certificates of deposit
  • bills of exchange.

These items are not covered outside of the home as portable items.

For full details of what is and isn’t covered, see the Product Disclosure Statement.

Basically, contents are household items that you own and aren't permanently attached to your home. 

They include things like: 

  • furniture and appliances
  • clothing and linen
  • mobile phones, computers and tablets
  • internal blinds 
  • curtains and drapes
  • carpets and rugs
  • furnishings
  • toys.

For a full list of what you can cover, see the Product Disclosure Statement.

Landlord Insurance

To buy Landlord Insurance, you need a written rental agreement that’s at least one month long. 

If you don’t have an agreement, you might want to check out Home Building Insurance. 

If you do rent out all or part of your home using platforms like Airbnb or Stayz, you’re not covered if paying guests: 

  • steal or attempt to steal anything from the property
  • cause accidental or intentional damage
  • make any liability claims.

Your rental property and contents are covered for a range of events including fire, flood, theft or storm.+

You're not covered for:

  • pre-existing damage to your building and contents
  • damage caused by vermin or insects, including termites.

There are also some items that aren’t covered, like: 

  • stock used in a business, trade or profession
  • plants, trees and shrubs growing in the ground.

1 Unless you have chosen to remove Flood, Rainwater run-off or Storm Surge cover where we have identified your home at risk of flooding. Other conditions apply including that damage caused by actions of the sea is not covered.

For full details of what is and isn’t covered, read the Product Disclosure Statement.

You're covered if your tenants, their pets or their guests damage your property or contents.§

This includes:

  • intentional and deliberate damage
  • vandalism
  • alterations you didn’t allow
  • contamination caused by manufacturing, storing or distributing illegal drugs.

To learn more about cover for damage, check the Product Disclosure Statement.

You’re covered if your tenant stops paying rent or leaves without notice. You’ll be covered up to $10,000 for the rent default, and up to another $10,000 for legal costs.§

You won’t be covered if:

  • the tenant is behind in payments before your policy begins
  • you’ve already claimed for rent default under the same tenancy
  • you’ve already claimed for theft or intentional damage by a tenant or their guest under the same tenancy.

To learn more about cover for rent default, check the Product Disclosure Statement.

Renters Insurance 

Renters Insurance covers your contents if you’re a tenant. That means it covers the things you own inside your rental property, but not the building or permanent fixtures. 

If you're not a tenant, you should check out Contents Insurance for homeowners.

You sure can. You can either take out one policy to cover everyone's contents or take out your own policy with just your contents. 

You can only cover belongings owned by people listed on the policy. 

If you get insurance as a group, you'll need to add everyone's names to the policy.

Renters Insurance covers you for your belongings and contents. 

It does not cover the structure of the building that you’re renting.  

This is generally covered by the landlord through their own Landlord or Buildings Insurance policy.

It's not automatically included, but you can add it to your policy. 

If you do add it, you'll be covered for unintentional damage to the things you keep in your home. 

So if you spill red wine on your rug or knock over your TV, RACV Insurance can help you sort it. 

Keep in mind that a $300 excess will apply for accidental damage claims.

For full details of what is and isn’t covered, see the Product Disclosure Statement.

Understand home insurance

Buildings Insurance 
This policy covers the buildings and structures on your property. This includes fences, sheds, solar panels and garages. 

Contents Insurance 
This policy provides covers for the things you keep inside your home, such as: 

  • furniture and appliances
  • clothing and linen
  • carpets and rugs.

You can also add optional cover for portable and valuable items. 

Combined Buildings and Contents Insurance 
Get the best of both worlds with a combined policy. This provides cover for both the structures on your property and your belongings. 

Landlord Insurance 
This policy covers things that regular home insurance does, with a few extras specific to properties with tenants. 

You can choose from three options: 

  1. contents cover
  2. buildings cover
  3. combined building and contents cover. 

Renters Insurance 
If you’re renting, this policy provides cover for your contents and belongings, kept in your home. You can also customise your policy, and choose optional extras to suit your needs.

For full details of what is and isn’t covered, see the Product Disclosure Statement.

If you rent out your home or property on a short-term basis via sites like Airbnb or Stayz, there are limits to what we cover. 

You won't be covered for specific risks related to having a paying guest in your home, such as:

  • theft or attempted theft
  • malicious or accidental damage
  • liability. 

Contact Airbnb, Stayz or your short-term rental platform about cover for events related to paying guests. 

You also need to let us know:

  • how often you rent out your property
  • whether your property is also your residential address.

This helps us make sure you have the correct policy for your situation.

Fusion is the burning out of an electric motor or its wiring caused by the electric current. 

You can add fusion cover as an optional extra under your Home and Contents Insurance.  

With Building Insurance, you'll be covered for costs for the service call, parts and labour. 

With Contents Insurance you'll be covered for: 

  • costs for the service and parts and labour
  • up to $500 to replace any spoiled food or prescription medication as a result of the fusion in a refrigerator or freezer.

You’ll need to pay an extra premium for this option. Keep in mind that you won’t be able to claim depreciation. 

We don't cover:

  • damage caused to an electric motor that is covered by a warranty 
  • electric motors used for a business, trade or profession 
  • electric motors not kept at your home
  • costs to remove or re-install submerged or underground motors 
  • motors more than 15 years old.

To update your policy call us on 13 72 28.

For full details of what is and isn’t covered, see the Product Disclosure Statement.

You can find your Product Disclosure statement in our policy document library. 

You'll also find guides to premium, excess and discounts, target market determination and other key documents.

Looking for something else? 

Still need help? 

Get in touch

Can’t find the answer you’re looking for? You can email us for support.

Email us

Go online

Log in or create an account to update your details, manage your products, make a payment and more.

Go to your account

Interpreter and TTY services

Speak to us in your language, or use teletypewriter (TTY) services if you are deaf, hard of hearing or have a speech disorder.

Access a service

+ Unless we have offered you the option to remove cover for Flood, Rainwater run-off or Storm surge, and you have chosen to do so.

# RACV Years of Membership: at 5 years Bronze cardholders receive a 5% discount, at 10 years Silver cardholders receive a 10% discount, at 25 years Gold cardholders receive a 15% discount and at 51 years Gold 50 cardholders receive a 20% discount.

* The Multi-Policy Discount and Years of Membership Benefits exclude Travel, Business and Farm Insurance products. To qualify for the Multi-Policy Discount, you must hold two eligible RACV Insurance policies. For further details, see the Premium, Excess and Discounts guide at racv.com.au. Discounts will only be applied until any applicable minimum premium is reached. On renewal, any increases or decreases in your premium may be limited by factors such as your previous year’s premium. You may not save more with more eligible policies and by staying with RACV Insurance longer if a minimum premium is reached, or limits have been applied to increases or decreases in your premium.

§ Four times the weekly rental amount will be deducted from your claim, in addition to any excess that applies. A valid rental agreement is required. This cover is not available if a previous claim for rent default, theft or damage by tenant has been paid under the same tenancy or if the tenant is behind in rent payments before your policy begins.

‡ This cover is not available if a previous claim for rent default, theft or damage by the tenant has been paid under the same tenancy.

The information provided is general advice only. Before making any decisions please consider your own circumstances and the Product Disclosure Statement and Target Market Determinations. For copies, visit racv.com.au. As distributor, RACV Insurance Services Pty Ltd AFS Licence No. 230039 receives commission for each policy sold or renewed. Product(s) issued by Insurance Manufacturers of Australia Pty Ltd ABN 93 004 208 084 AFS Licence No. 227678.