Our Customer Service teams are currently experiencing longer than normal wait times due to the impact of COVID-19 on our business. We apologise for any inconvenience this may cause and ask you to please be kind to our frontline team members who are doing their best to help. If you need to make a claim, we encourage you to do so online.

Claims as easy as 1, 2, 3If you need to make a claim on your home insurance, you can choose between completing an online home insurance claims form or calling 13 10 13 to speak to one of our friendly consultants.

How to make a claim

  • Have as much detail as possible, including the date, where the damage occurred, and the people and property involved
  • Fill out our online home claim form or call 13 10 13
  • Quick processing of claims will get you back on track

Glass claim?

No forms to complete, just have your policy number ready and you can call O'Brien Glass on 1800 557 055.

Book a glass repair in one phone call to O'Brien Glass.

Claims submitted in less than 10 minutes

Online, any time

The fastest, easiest way is via our online claim form. You can submit your home insurance claim notification 24 hours a day, 7 days a week, whenever it suits you. Once we receive it, one of our friendly claims consultants will contact you as soon as possible.

  • Secure form
  • No phone queues
  • Immediate confirmation number for your reference

The details we need

You'll find that completing your online claim form is quicker if you have these details at hand before you start:

  • Your policy information
  • Information about the incident, such as the date, where the damage occurred, etc.
  • Details about the loss or damage you are claiming for
  • Information about any other people, vehicles or property involved

Disaster support

If you're an Allianz customer and you've been affected by a disaster we’re available to help you, 24 hours a day.

We have a 24-hour hotline available on 13 10 13 should you wish to lodge a claim. Overnight, you can only commence lodgement of a claim or request a call back from one of our consultants

Every claim is important to us, and so is your time, so if your claim is for less severe damage, use our online claim form to submit your motor claim or property claim.

You’ll still receive Allianz's great customer service, but you'll avoid phone queues, and you'll be allowing those who've been hardest hit to receive urgent assistance.

So call 13 10 13 or use our online motor claims form or property claims form, anytime, day or night.

Dispute resolution process

Allianz strives to resolve disputes as amicably and as quickly as possible.

Find out more about our internal complaints procedure and the external disputes resolution scheme we subscribe to.

Frequently Asked Questions

Currently landlords are requested to provide the following information to demonstrate loss of rental income, such as:

  • Lease/Rental Agreement
  • Rent roll
  • Evidence of notices issued and/or determinations made by authorities (as applicable or available)
  • Invoices for any allowable reletting expenses
  • Details of bond monies held

Due to the COVID-19 situation, we understand that landlords may not be able to supply evidence of notices or determinations as set out above. Other examples of acceptable evidence of the loss can include:

  1. Evidence that the tenant has provided to prove they are unable to pay rent – e.g. redundancy/termination notice, proof of JobSeeker/JobKeeper benefits etc.
  2. What other or Government assistance you, as a landlord, have applied for and what financial benefits are you receiving
  3. Evidence of any revised/renegotiated Lease rental amount
  4. If you are receiving savings from reduced real estate agent fees
  5. What actions you have taken to mitigate your losses
  6. Whether you have agreed to offer any rental deferment periods to the tenant
  • Do what you reasonably can to prevent further loss, damage or liability. Contact the police as soon as reasonably possible to report any theft or attempted theft, or damage caused by intentional acts, riots or vehicle impact.
  • Notify us of your claim online, or call our claims department on 13 10 13 and one of our friendly consultants will take you through the home insurance claims process.
If you are making a home 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 are required to do so, our claims team will assist with the process.
You need to provide us with reasonable proof of the loss. Documents such as purchase receipts, credit card statements and owner’s handbooks will help. When you speak to a claims consultant, they’ll let you know what you need to provide to help us process your home insurance claim.
Acting reasonably, we’ll choose to either replace or reinstate your contents or pay you a cash settlement.
  • Notify us of your claim online as soon as reasonably possible, or call our claims department on 13 10 13 and one of our friendly consultants will take you through the claims process
  • Try to get names and addresses of witnesses, if there are any
  • Don’t make any admissions of liability and don’t attempt to settle any claim made against you

When you lodge a claim, we will let you know what cover you have for your phone on your policy. If you are unsure what your policy covers, please refer to your Policy Schedule and PDS or call us on 13 10 13 to discuss.

Where we accept the claim for your mobile device, we may require you to provide a repair report from a mobile phone repairer so we can reimburse this cost.

If your mobile device has been lost or stolen, we may require you to show us evidence of ownership in the form of either:

  • a receipt
  • confirmation from your phone provider
  • other evidence agreed with us, as well as a police report number

We will then either pay you the cost to repair your mobile device, or where required, arrange replacement through one of our supply partners. If you plan to take this opportunity to upgrade your mobile device, we can discuss this with you during your claim.

Allianz Home insurance policies offer an optional cover that can be included for Motor Burnout or Fusion. If you are unsure if your policy includes this optional cover, please refer to your Policy Schedule and PDS or call us on 13 10 13 to discuss.

If you need to make a claim, in most cases we will 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

Please refer to your relevant PDS for more information on what's covered and what's not covered.

When it comes to shared fences such as the fence separating your property from your neighbour’s property, under relevant dividing fence laws in your state/territory, you could be responsible for 50% of the total cost of the repair, with your neighbour responsible for the other 50%. This applies even for vacant blocks. Exceptions may exist for things like property adjoining council land, i.e. if your property is next to a public park or a road.

This means that when we settle your claim, it will be based on 50% of the total accepted repair costs, with the remainder to be covered by the adjoining neighbour.

Strata and Community title properties can be very complex situations, and laws vary from state to state in regards to what is the responsibility of the Strata and what is your responsibility as a unit owner.

In most cases, if you are claiming for a fixed item in your strata unit, such as flooring, kitchens, air conditioning, wall or ceiling damage, bathrooms etc. we would require you to provide written confirmation from your Strata Corporation confirming whether they cover this damage, and if not, explaining why. We will then be able to discuss how we can best assist you in your situation.

For any claim for rent default or departure without notice, we will need you to have issued all the relevant notices required under your lease agreement, or through your state/territory tenancies act.

We will also need to see copies of the lease agreement you have with the tenant, along with rental ledgers to show the rental payment history. As coverage can be different on each policy depending on the options selected, we are happy to discuss the cover available to you on 13 10 13.