What happens when you make a home insurance claim?

What should you do immediately after home damage or loss?

In the immediate aftermath of an insured event (such as fire, burglary or storm) the first thing to do is to ensure your safety and that of everyone in your household. Contact emergency services by calling 000 if necessary.

Can I access temporary accommodation after major home damage?

If a listed event causes loss or damage to your home and you are unable to live in your home and you need to move out so it can be repaired or rebuilt, RACV Buildings Insurance may cover:

• costs for temporary accommodation that RACV Home Insurance agrees are reasonable and appropriate for you, your family and your pets that you normally keep at your site for up to 12 months
• any additional living expenses that RACV Home Insurance agrees are appropriate
• costs to remove and store your contents and then return them to your home.
  

*Where you lived in your home permanently before the listed event took place.

What to do before making a home insurance claim

You may be required to provide documentation to support your claim. This may include receipts, photographs, and reports from emergency services.

You can check the Product Disclosure Statement (PDS) for any exclusions that may apply to your claim.

How to lodge a home insurance claim

Contacting your insurer is the first step in lodging a home insurance claim.

Can you make a home insurance claim online?

Yes, RACV Insurance allows you to make home insurance claims online as well as by using the RACV App. You can also lodge claims over the phone by calling 13 19 03.

Information that can help with a home insurance claim

Here is some information your insurer may ask for when you make a claim:

• your personal details
• policy number
• coverage details
• proof of ownership for contents
• supporting details of the incident (such as photos, reports or witness accounts).

RACV Insurance also provides interpreter and hearing impairment support services for members who need them.

What happens after you submit a home insurance claim?

Once your insurer has received your claim it will be assessed. RACV Home Insurance allows members to receive updates of their claims via email, text message or both.

If you've made a building insurance claim, your insurer might need to organise an inspection of your property to assess the damage in person. If you’re making a contents insurance claim, your insurer may review photographs of damage or proof of ownership.

How home insurance claims are settled

If your claim is accepted the next step is settlement.

Repair, rebuild or cash settlement options

Settlement for building insurance claims can involve a repair, rebuild or cash settlement. Your insurer will work with the homeowners regarding the extent and nature of repairs needed.

Can you choose your own repairer?

Your insurer may have a preferred network of repairers, or you may be able to choose your own.

Any repairs authorised by RACV Home Insurance come with a lifetime guarantee on the workmanship of the repairs.

How are contents insurance claims settled?

If RACV Home Insurance agrees to cover your claim under Contents Insurance, then it can choose to pay your claim through any of these ways:

• repair an item, or
• replace an item with the same or similar type and quality, or
• pay you the reasonable costs of what it would cost us to repair or replace the items provided the cost is available to or actionable by you, or
• provide you with store credits to replace an item from one of our nominated suppliers, or
• pay you the sum insured or provide you with store credits from one of our nominated suppliers to the value of the sum insured that applies to General Contents, Valuable Items Cover or Portable Items Cover.

Tips for making a home insurance claim easier and faster

• Familiarise yourself with your home insurance policy, including policy exclusions and your excess amount.
• Keep a home inventory. Revisit this inventory each time you renew your home insurance policy, update it with any new possessions and check that your sum insured is sufficient to repair or replace these items.
• Keep your receipts or take photos of them as this can provide proof of ownership for contents claims.
• Examine the amount you are insured for each time you renew your policy. Consider if you’ve made any changes to your home or contents (such as renovations or new purchases) that could affect whether you are adequately insured.

Frequently asked questions about RACV Home Insurance

^{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.}

^{Read the Product Disclosure Statement for a full list and description of items covered in building, contents and combined policies. The Premium, Excess and Discounts guide (PED) provides further details on how we calculate your premium, excess levels and discounts.}