When extreme weather hits, your family’s safety comes first. Follow key guidance from authorities and call 000 in an emergency. Only make a claim when it is safe to do so.
Extreme weather claims
The information you need to claim after an extreme weather event
How to make a claim
If you have sustained damage to property or motor vehicles as a result of an extreme weather event, you can lodge a claim when it’s safe and practical to do so.
Online
To minimise delays, lodge your claim online. After that, a claims team member will contact you as soon as possible.
Over the phone
If you’ve lost your insurance documents, or can’t claim online, don’t worry. You can call our claims centre and we can help you with your policy details over the phone.
Please note, we may not provide cover for any loss of or damage to your property caused by cyclone, flood, flood combined with run-off and/or rainwater, grassfires and bushfires during the first 72 hours after you first purchase a policy or increase your cover under an existing policy. For full details of conditions and exclusions please refer to the relevant PDS.
Gather and share information to support your claim
To help with your claim, send through as much information as possible, including photos of any damage. Once you’ve taken photos, you can start to clean up to prevent any further damage and remove any damaged items and place them on the curb.
What happens next?
Understanding the claims process
If you’ve lodged a claim online, we’ll contact you by the preferred method you requested — phone or email.
If you have a property claim, and depending on its nature, our claims specialists may connect you with a Loss Adjustor.
A loss adjustor is someone who will attend the location of the loss to understand the cause and extent of the loss. They will then provide this feedback to Allianz to determine the outcome of your claim. The loss adjustor will contact you by the preferred method you requested — phone or email.
They will speak to you to understand the circumstances and extent of the loss.
You can track your claim by calling us on 13 10 13.
In the instance that you need to cover your property or motor vehicle from further immediate damage or harm, Allianz will pay reasonable costs.
Where possible, contact us to discuss before engaging in repairs. We encourage all customers to make a claim as soon as it is practical and safe to do so.
Extreme weather events may impact the time in which a claim is processed.
However, our claims team will be there to guide you through each stage of the claims process to ensure you receive assistance and support.
Assessors, repairers, and other providers we’ve arranged will identify who they are and confirm we’ve appointed them. They’ll call to make an appointment and will confirm this before visiting you.
If you're unsure about the provider, contact us. Just have your claim reference number or details ready so we can find your claim. We may ask you some questions to check it’s you.
Claims management agencies
A claims management agency handles claims for people, separate from insurance companies. They often charge a fee, either a percentage of your settlement or a flat rate. If you use them, you might need to take a cash settlement from your insurer to pay their fee. This would be instead of having your insurer manage repairs.
At Allianz, our dedicated team is here to support you through the claims process. We work with trusted repairers who can take on large volumes of work, which minimises delays. Our team works with you, coordinating repairs and helping you with the claims process.
If a claims management agency approaches you, make sure you fully understand what they’re asking you to sign or commit to. Be aware that they may charge a fee, and it might not be clear how much. Also, ask them for their Australian Financial Services License (AFSL) number to make sure they’re properly licensed.
If you have any questions, call us on 13 10 13. We're here to help.
Look after your mental health
The mental health impacts of extreme weather events can be significant. To help our affected customers and their families during these difficult times we’re offering three free, confidential counselling sessions to help you get back on your feet.
Bookings can be made 24/7 on 1800 955 599. The counselling sessions can be over the phone or face-to-face at over 400 locations across Australia. Simply confirm you are an Allianz customer, distribution partner or family member to book a session.
We're here to help
Explore our Help page for questions about your policy, claims, payments, and more. If you need to reach us, we're ready to connect.
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Allianz acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past and present.
Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, limits, and exclusions apply. Before making a decision about this insurance, consider the relevant Product Disclosure Statement (PDS)/Policy Wording and Supplementary PDS (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and Target Market Determination (TMD) for this insurance are available on this website. We do not provide any form of advice if you call us to enquire about or purchase a product.
Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 is the insurer of any general insurance products offered, and Allianz Australia Life Insurance Limited ABN 27 076 033 782 AFS Licence No. 296559 is the insurer of any life insurance products offered. Each entity is responsible for any statements and representations made about its products, on this website.