Home Insurance claims

When you make a claim under your policy, you’ll usually pay an excess. This applies unless your PDS says otherwise. It’s your contribution towards the cost of your claim.

Charging an excess helps keep the cost of insurance premiums down by reducing the number of small claims.

Your policy details document or PDS will show the amount and type of excess you need to pay. For more details, check your policy details document, relevant PDS, or supplementary PDS. These documents explain the standard terms, conditions, and exclusions.

As your home buildings and contents age, wear and tear happens naturally. Managing wear and tear is a normal part of looking after your property. Your home insurance policy covers damage from unexpected insured events, like a storm or fire.¹ A leaky roof caused by poor maintenance may not be covered by home insurance.

For more information about Allianz Home Insurance, see the PDS.

If you selected the optional Motor Burnout cover with your Allianz Home, or Renter Insurance policy, you may be covered. To check if your policy includes this cover, see your policy details or PDS or give us a call.

To make a claim, we’ll usually need a report from a qualified electrician or repairer. This report should explain what caused the damage, the motor’s age, and include an itemised quote for repair or replacement.

If your policy covers the damage, we’ll review the loss up to your legal share. The costs will depend on the dividing fence laws that apply in your state or territory.

You may be responsible for half of the repair cost, with your neighbour covering the other half, even if it’s a vacant block. Where we settle your claim, we’ll consider the fence’s age and condition when it was damaged.

Lodge your claim online and we’ll aim to let you know the next steps within two business days. During extreme weather or other significant events, this may take a little longer. To check what’s covered, see your policy details or PDS or give us a call.

If we accept your claim, we may ask you for a repair report from your repairer so we can reimburse you. For lost or stolen devices, we may need the following:

• Proof of ownership, such as a receipt
• A police report number
• Any other agreed evidence

We’ll either cover the repair cost or replace your device through one of our partners. If you’re thinking about an upgrade, we can discuss this with you during your claim.

If you live in a Strata unit, be aware that Strata property laws can vary for each state or territory. If you’re claiming for fixed items, like floors or air conditioning, we’ll need written confirmation from the Strata insurer. They’ll need to confirm whether they’ll cover the damage or provide reasons why they won’t provide cover.

Your Strata Manager or Strata Corporation can help you with this. Once you have confirmation, give us a call and we’ll discuss how we can help.

If someone makes a claim against you, let us know right away.

• You can submit a claim online or call us on 13 10 13 and one of our friendly claims consultants will help you.
• Try to get the names and addresses of any witnesses.
• Don’t admit fault or try to settle the claim yourself.

During your claim, we may need an External Expert’s opinion on the likely cause of the loss or damage. They’ll prepare a report in line with the Industry Best Practice Standard.

To find out more about the Best Practice Standard, visit the Insurance Council of Australia’s (ICA) website. For more details about Expert Reports and the Best Practice Standard, see the ICA’s Expert Report Fact sheet (PDF, 598 KB).

The more information we have, the more likely we are to be able to process your claim successfully. Here are some examples.

Landlord contents claims: if your claim is for contents items that belong to you, you’ll need:

• Receipts, appliance manuals or any other proof of ownership documents.
• We may ask you for bank or credit card statements, phone records, rental agreements, and inspection reports.
• We may also need entry and exit reports and photos of the property throughout the tenancy.

Loss of rent claims: have your rental ledger ready and copies of your lease agreement. We’ll let you know if you need to provide anything else.

If your policy starts with AALHH, you can add or update these documents online in My Allianz. Log in to My Allianz.

Once you’ve submitted your claim online or by calling us on 13 10 13, your claims consultant will guide you through the process.

We’ll tell you if you need to get any replacement quotes. Before paying any expenses that you wish to claim, contact us for approval to make sure your policy covers them. Otherwise, we’ll only cover expenses up to the amount we would’ve authorised if you’d asked us first.

Check that you have 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 need to see copies of your lease agreement and rental ledger. Coverage can vary, depending on your policy, so give us a call on 13 10 13 and we’ll be happy to help.

If you need a third party, such as your property manager, to help manage any claims, let us know. We’ll need your authority to speak to them and their full name, telephone number, email address, and their relationship to you.