Home Insurance claims

• Tell us as soon as reasonably possible. You can submit a claim online. Or call us on 13 10 13 and one of our friendly consultants will guide you through the claims process
• Try to get names and addresses of witnesses, if any
• Don’t admit you’re responsible or try to settle any claim made against you
   

First, lodge your claim online or over the phone. We’ll let you know what cover you have for your phone on your policy. If you’re unsure about what your policy covers, see your policy details document or PDS or call us on  13 10 13.

Where we accept your claim, we may ask you for a repair report from your repairer. This is so we can reimburse you for the repair cost. If your mobile device has been lost or stolen, we may need to see proof of ownership. This can be any of the following:

• A receipt
• Confirmation from your phone provider
• Other evidence agreed with us, as well as a police report number

We’ll either pay you the cost to repair your mobile device, or where needed, replace it through one of our supply partners. If you want to upgrade your mobile device, we can discuss this with you during your claim.

We offer optional cover for Motor Burnout . If you selected optional Motor Burnout cover when you bought or updated your Home, Renter, or Landlord Insurance policy, you may be covered. To check if your policy includes this optional cover, see your policy details document or PDS or call us on 13 10 13.

If you need to make a claim, in most cases we’ll need a report from a qualified electrician or repairer confirming:

• The cause of damage to the motor
• The age of the motor
• An itemised quote for the repair or replacement of the motor

To find out what is or isn’t covered, see the relevant PDS.

If your policy covers the damage, we’ll review the loss up to your legal share of the damage. Under relevant dividing fence laws in your state or territory, you could be responsible for 50% of the total repair cost. Your neighbour could be responsible for the other 50%. This applies even for vacant blocks. There may be exceptions if the property borders council land. For example, if your property is next to a public park or a road.

Any settlement we make will consider the age and condition of the fence at the time of the loss or damage.

Strata claims can be complex. Laws vary from state to state as to the responsibility of the Strata and your responsibility as a unit owner.

For fixed item claims, like flooring, air conditioning, room, wall, or ceiling damage, we’ll need written confirmation from your Strata’s insurer. This should confirm whether they’ll cover the damage and, if not, explain why they won’t. Your Strata Manager or Strata Corporation can help you contact the relevant Strata insurance company. Then we can discuss how we can help you.
 

To be covered for rent default, you’ll need to have taken out the optional Rent Default by tenant cover. Are you making a rent default or departure without notice claim? If so, you must have issued the relevant notices required under your lease agreement or state or territory tenancies act.

We’ll also need to see copies of the lease agreement and rental ledgers showing the rental payment history. Depending on the options you’ve selected and your Product Disclosure Statement (PDS), coverage can be different on each policy. To discuss your cover, give us a call on 13 10 13.
 

Do what you reasonably can to prevent further loss, damage or liability. To report any theft, or intentional damage caused by riots or vehicles, call the police as soon as reasonably possible.

Then call us on 13 10 13 and tell the claims consultant what’s happened. They’ll guide you through the Landlord Insurance claims process and help you with your claim. New policyholders who purchased a Landlord Insurance policy on or after 20 July, 2025 can make a claim online in My Allianz.

If you’re making a Landlord Building and/or Contents claim, we’ll let you know if you need to get replacement quotes or not, as this depends on the type of claim you make. If you’re required to do so, our claims team will help with the process.

Before you pay for expenses or bear costs you wish to claim, contact us for approval to make sure you’re covered under this policy. Otherwise, we’ll only cover expenses up to the amount that we would’ve initially authorised if no contact had been made.

Retain receipts, instruction booklets or any other documents that can help provide evidence of your ownership in the event of a claim. Retain a copy of your written rental agreement and details of the bond held and any notices provided to tenants.

Claims staff may require this for loss of rent claims. Retain copies of any property inspection reports. Your claims consultant will advise you of what’s required to help us process your claim quickly.