Choosing the best home insurance for you

A buyer’s guide to choosing home insurance

Getting the best home insurance for your needs is simple when you know what to look for. We’ve put together a comprehensive home insurance guide, so that it’s easy for you to compare your options and buy home insurance that is right for you.  

What is home insurance and how does it work?

Home insurance (sometimes called house insurance or household insurance) is a product that involves a contract between you and your insurer where you pay your insurer to cover some of the financial losses incurred when an insured event (such as a fire, flood, storm, theft or vandalism) happens to your home. There are three main types of home insurance:

• Home insurance (building insurance only)
• Home and contents insurance
• Contents insurance

How home insurance works

Purchasing home insurance is simple:

1. You compare home insurance policies to find cover that is right for you
   
   To compare home insurance policies in detail, read the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination attached to a policy you’re considering. These documents, along with RACQ's Additional Information Guide will tell you what is and isn’t covered, any exclusions or limits that may apply and who a policy is designed for.
   
   
2. You pay your insurance premium
   
   The cost of an insurance policy is called the ‘premium’. Some insurers let you choose between monthly or annual premium payment, but there may be a price difference between the two options. You’ll be given a renewal notice before your insured period ends telling you when your next home insurance premium is due.
   
   
3. You receive your insurance documents 
   
   A few documents that show you how your cover works will be mailed or emailed to you. These documents will include your Certificate of Insurance, which confirms the details of your policy. Your Certificate of Insurance outlines your:
   • Selected cover
   • Sum insured
   • Optional benefits
   • Excess
   
   Your insurance documents will also tell you what you’re entitled to claim.
   
   
4. You can claim while you’re insured
   
   If an insured event affects your home and/or contents during your insured period, get in touch with your insurer. They will help you work out what you’re covered for and will process any claim you have.

What do I need to read when researching home insurance?

Before you buy home and/or contents insurance, it’s important to read the following policy documents:

A Product Disclosure Statement (PDS) explains the terms and conditions of the policy, including what’s covered, what’s not, and how claims work.

A Supplementary Product Disclosure Statement (SPDS) informs you about any changes to the terms and conditions of the PDS. If applicable, always read this with your PDS.

An Additional Information Guide (AIG) explains premium calculations, pricing factors, discounts, excesses, and other relevant information. 

A Target Market Determination (TMD) helps you decide if the insurance is right for you. It outlines who the insurance may be suitable for and aspects that may make it unsuitable for some.

A Key Facts Sheet is a summary of a Household Insurance policy. It contains key information that is consistent across insurers, making it easier for you to compare policies.

What are the different types of home insurance?

There are three main types of home insurance:

• Home insurance (sometimes called house insurance, household insurance or building insurance)
• Contents insurance
• Home and contents insurance

Some insurers also offer other specialised home and/or contents insurance such as:

• Body corporate insurance
• Renters insurance (sometimes called renters contents insurance)
• Landlord insurance

What is contents insurance?

Contents insurance covers your personal possessions in your home for insured events, which may include theft, fire or leaks.

While contents insurance covers many household items, it’s important to know many insurers require you to individually list very valuable items (such as jewellery or expensive artwork) on your policy. Check with your insurer if specified items will increase your premium. 

Contents insurance policies can also provide a level of cover for:

• Clean-up costs
• Contents in storage/transit
• Counselling services
• Credit card misuse
• Demolition and removal of debris
• Document replacement
• Extra living expenses
• Food spoilage
• Funeral costs
• Locks
• Security firm response
• Storage costs after an event
• Temporary removal of contents
• Visitor’s belongings

When you take out contents insurance, you can often buy optional extra benefits, which provide cover for things like:

• Accidental damage
• Motor burnout
• Mobile phones
• Pets
• Small business contents
• Specified items
• Items away from home

The inclusions listed above are examples only. Before you buy contents insurance, find out exactly what is covered and excluded by reading the  Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

Visit RACQ Contents Insurance to explore more details on our policies, including the extra benefits you can enjoy when you become an RACQ member.

What is home and contents insurance?

Home and contents insurance covers both your personal possessions and your building against damage caused by an insured event. Of the three types of household insurance, home and contents insurance can offer more protection than a standalone home or contents policy.

You can choose to buy home insurance and contents insurance from two different providers or you can bundle your home and contents insurance policies together.

RACQ home and contents insurance combined policy covers Queenslanders for their home and belongings if they are damaged from storm, flood, hail, fire and theft.

Before you buy home and contents insurance, check out the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination. These documents will help you compare home and contents insurance policies in detail, providing you with information on policy inclusions and exclusions, any limits that apply and who the policy is designed for.

What is landlord insurance?

If you’re a landlord, you may want to consider home insurance designed with investors’ needs in mind. Landlord insurance can offer extra protection for:

• Loss of rent after an insured event
• Accidental damage, malicious damage or theft by a tenant
• Rent default

It’s a good idea to do your research before you buy landlord insurance, as factors like building type and whether your rental property is furnished can affect the type of cover you need.

What is renters insurance?

Renters insurance (sometimes called renters contents insurance or tenants insurance) is contents insurance for people who are renting their home.

As with other contents insurance policies, renters insurance covers damage to renters’ possessions caused by an insured event such as theft, fire or water damage.

Renters insurance can also cover the rental property’s fixture and fittings that the tenant is responsible for under the rental agreement (renters should check their specific rental agreement for these details).

This type of insurance is bought by the tenants, not the landlord.

Reading the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination is the best way to find out whether a policy is suitable for you. 

What is the difference between contents insurance and home and contents insurance?

Before you compare house and contents insurance policies, it pays to know what type of insurance you’re after.

Generally, contents insurance covers your belongings that are kept inside your house (although it can include items away from home if you have this inclusion listed in your PDS). It doesn’t cover the house itself.

Home and contents insurance (as the name suggests) covers both your home and its contents.

What does home insurance cover?

Home insurance (sometimes called house insurance or building insurance) covers damage or loss an insured event causes to your home.

Home insurance doesn’t cover your possessions.

To get an idea of what parts of your property a home insurance policy might cover or exclude, see the tables below.

Home insurance can cover	Example
Your home building	The building you live in
Other buildings used for domestic purposes	Carports, pergolas
Fixed outdoor items	Built-in pools, spas, fences, shade sails
Fixed indoor items	Ovens, dishwashers, ceilings fans, wallpaper

 

Home insurance can exclude	Example
Commercial buildings	Hotels, motels, boarding houses, barracks
Certain outdoor structures	Retaining walls, unfixed swimming pools, glasshouses
Vehicles	Camper vans, buses, trailers, boats

The table above is a guide only. Different insurers offer home insurance policies that have different inclusions, exclusions, limits and definitions of what’s covered.

Before you buy home insurance, it’s a good idea to:

• Estimate how much it would cost to rebuild your home after an insured event so you know how much cover you need
• Compare home insurance policies by reading the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

What is an insured event?

An insured event is an incident you’re covered for according to your policy documents. Insured events that are listed in your policy documents could include:

• Animal damage
• Earthquake
• Explosion
• Fire
• Flood
• Impact
• Leaks
• Lightning
• Riots
• Storm and storm surge
• Theft
• Tsunami
• Vandalism

You’ll find a definition of each insured event included in your cover in the policy’s Product Disclosure Statement (PDS). When you compare house and contents insurance, make sure that you read this document, as well as any Supplementary PDS, the Key Facts Sheet and Target Market Determination. 

Does home insurance cover termite damage?

Most home insurance policies will not cover termite damage.

If you want to know whether a specific home insurance policy covers termite damage, look at the policy’s Product Disclosure Statement (PDS) and any Supplementary PDS. You will usually find an exclusion for loss or damage caused by pests or parasites, which includes termite damage.

It’s also worth checking whether termite damage is mentioned as an exclusion in the definition of ‘good condition’ in the PDS or SPDS. Many insurers require your home to be in good condition to be insured. So, you could find that not only is the termite damage itself excluded from your cover, but any existing termite damage could void your cover for other things.

Does home insurance cover solar panels?

Insurers can recognise fixed solar panels as part of your building and include them in your home insurance cover. If you want to know whether a specific home insurance policy covers solar panels, read the policy’s Product Disclosure Statement (PDS) and any Supplementary PDS.

Because solar panels significantly increase the value of your building, you should make sure your sum insured amount covers their replacement.

It’s also important to know that if your policy does cover solar panels, your insurer may only cover damage or loss caused by an insured event. Problems with the performance or functioning of your solar panels or solar batteries may fall under the manufacturer or installer’s warranty.

Does home insurance cover accidental damage?

Accidental damage can be a standard inclusion in your home or contents policy or it can be an optional benefit you pay extra for – it depends on the insurer and policy you choose.

Accidental damage generally covers loss or damage to your building or possessions that’s caused by a sudden, unintended or unexpected event and isn’t the result of a deliberate act.

Every insurer will have different definitions, inclusions, exclusions and limitations that apply to the accidental damage cover they offer. To find out the specifics of a policy and whether it is designed for you, read the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

Does home insurance cover pet damage?

Damage caused by your pets or other animals that you, a person that permanently lives at your home or a tenant keeps at your home can be an exclusion listed in your home and/or contents policy.

However, some insurers may include pet damage in their accidental damage cover.

To get detailed information on what a policy covers and excludes, any limits that apply, and who the policy is designed for, read the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

Does home insurance cover natural disasters?

Both home insurance and contents insurance policies can offer cover for a range of natural disasters including:

• Earthquake
• Fire
• Flood
• Storm
• Storm surge
• Tsunami

Natural disasters listed in your policy are known as ‘insured events'.

When looking for natural disaster insurance, check the policy you’re considering doesn’t exclude or too narrowly define events you want to be insured for. For example, while a policy may include flood insurance, it may not cover damage caused by a landslide or erosion – both of which can happen during flooding.

It is also important to make sure that you get the right level of cover for your needs, as policies will have limits on how much you can claim in certain insured events. A good way to estimate how much cover you’ll need is to use a rebuild cost calculator and a contents value calculator.

You can find a policy’s definitions of insured events, inclusion and exclusions, applicable limits and information on who the policy is designed for in the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

Are renters covered by home insurance?

For renters, home insurance can be a confusing system to navigate. Renters’ belongings are not typically covered by their landlord’s home and/or contents insurance. Renters can, however, cover their possessions for damage caused by insured events with a renters contents insurance policy. Commonly insured events may include:

• Animal damage
• Earthquake
• Explosion
• Fire
• Flood
• Impact
• Leaks
• Lightning
• Riots
• Storm and storm surge
• Theft
• Tsunami
• Vandalism

To find out what a renters contents insurance policy includes and excludes, limits that may apply and who the policy is designed for, check out the policy’s Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

Are landlords covered by home insurance?

If your investment property is a unit or townhouse, some of its structure – such as shared walls and the foundations – may be covered by body corporate insurance, which is mandatory for body corporates to take out in Queensland. This type of insurance does not usually cover all parts of your property or its contents, as it is taken out by the body corporate not the landlord. For cover that can include other parts of the building, its contents and a certain amount of rent, you may wish to purchase a landlord's insurance policy. Check what your body corporate insurance covers and if there are any gaps that you could get coverage for.

You can buy landlord building insurance, landlord contents insurance or bundle both in one policy.

The type of policy you need will depend on your unique circumstances. For example, a landlord who rents out a furnished Queenslander may need different cover than a landlord who rents out an unfurnished high-rise apartment.

To find out what an insurance policy covers, what’s excluded, limits that may apply and who it is designed for, read the policy’s Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

What does contents insurance cover?

Contents insurance covers your household items and belongings from damage or loss caused by an insured event.

Contents insurance doesn’t cover your building.

To get an idea of what a contents insurance policy might cover or exclude, see the examples below.

Contents insurance can cover	Examples
Electrical appliances	White goods, home entertainment systems, computers, mobile phones, cameras
CDs and DVDs	CDs, DVDs, Blu-ray discs, records
Clothing	Clothing, handbags, shoes, wallets
Furniture and furnishings	Beds, lounges, blinds, carpets, light fittings, quilts
Jewellery	Wedding rings, watches, gold and silver artefacts
Recreational and sporting equipment	Remote controlled models, surfboards, bicycles, kayaks
Tools and garden equipment	Household tools, unregistered lawn and garden appliances

 

Contents insurance can exclude	Examples
Building, structures and gardens	Structural improvements to the home, lawns, plants, appliances/equipment that are permanently fixed to gas, plumbing or electrical systems
Items of monetary value	Gold bullion, credit cards, tickets, coupons, stocks
Vehicles	Cars, motorbikes, camper vans, buses, trailers, boats

Before you buy contents insurance, it’s a good idea to calculate the replacement value of your contents, so you get the right amount of cover for your needs. And, if you have any particularly valuable items such as jewellery or artwork, consider listing them as a specified item on your policy. Doing this will allow you to nominate an amount to insure them for. Insurers may ask you to provide proof of ownership at claim time, so be sure to keep receipts and invoices, photographs or valuations for these items.

Inclusions, exclusions, limits and definitions of what’s covered vary from insurer to insurer. For specific policy information including who a policy is designed for, read the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

Does contents insurance cover bikes?

Contents insurance can cover sporting and recreational items such as bicycles, either as part of a policy’s standard inclusions or as an optional extra.

If bike insurance is included in your contents insurance, your bike may only be covered while it’s inside your house, not when you’re out and about. If you’d like your bike covered outside of your home, check if you can buy an optional benefit that allows you to cover specified items away from home. Listing your bicycle as a specified item on your policy is also a way to insure a particularly valuable bike for a nominated value.

For more information on what a contents insurance policy does or doesn’t cover, any limits that apply and who it may be suitable for, check out the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

Does contents insurance cover flooring?

When it comes to flooring, insurance can get a little tricky. Contents insurance doesn’t typically cover fixed items, such as floorboards, tiles or cork – you’ll need home insurance or landlord insurance to protect these types of flooring.

Contents insurance can, however, include cover for carpet or rug damage caused by an insured event. Exclusions for things like cigarette burns often apply to flooring. Insurance policy inclusions and exclusions differ depending on the insurer you choose.

To see what a policy includes and excludes, limits that may apply and who the policy may be suitable for, read the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

What is not covered by home insurance?

When you’re buying home and/or contents insurance, knowing what a policy doesn’t cover is just as important as knowing what it does cover. The things a policy doesn’t cover are called exclusions.

Common home insurance and contents insurance exclusions may include:

• Actions of the sea
• Breaking the law
• Business
• Confiscation
• Computers and data
• Defective or faulty workmanship
• Deliberate acts
• Disease
• Erosion and landslide
• Fraud
• Further loss or damage
• Indirect loss
• Loss not linked to event
• Uninsured period
• Pests and parasites
• Radioactivity
• Roots and trees
• Rust and mould
• Seepage and pollution
• Terrorism or war
• Watercraft
• Wear and tear

What is ‘excess’ in insurance?

Excess is the amount you pay towards the cost of your home insurance claim. Your Certificate of Insurance shows the type and amount of excess that applies to your policy. More than one excess may apply.

If you make a claim, your insurer will let you know:

• Which excess/es apply and how much they are
• When and how to pay any excess/es
• Who to pay any excess/es to – your insurer may ask you to pay an excess to them or a third party on their behalf (e.g. a retailer or supplier)

In some cases, your insurer may deduct any excess from the amount they pay you.

To learn what other home insurance terms mean, see our home insurance glossary. Definitions may differ depending on the insurance provider.

What home insurance do I need?

When asking, ‘What home insurance do I need?’ you should consider:

Type of policy: Talking to an insurance specialist can also help you find out if you need cover for your building, your contents or both.

Cost of home insurance: When you compare home insurance quotes online, it can be tempting to choose the cheapest home insurance available. Just make sure the policy you’re considering doesn't skimp on cover or come with huge excesses that can leave you out of pocket at claim time.

The sum insured: It’s important to be covered for the actual cost to rebuild your home in the current market and/or the total replacement cost of your contents before you sign on the dotted line.

Policy inclusions: Your policy should cover events you want to be protected from. For example, if your suburb experiences hail, you might want to make sure you’ve got hail and storm cover.

Policy exclusions: All home and/or contents insurance policies have things that aren’t covered. For example, if you are often away from your home for long periods, you may want to check if a policy has any vacancy exclusions.

To find out more information on a home or contents insurance policy, read the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

The best home insurance for homeowners

Home insurance (also known as building insurance or house insurance) can be considered a must-have for owners who wish to protect their investment. In fact, lenders often require you to buy home insurance as part of the home buying process.

Homeowners can also bundle their building insurance with contents insurance – this is called home and contents insurance.

Tips for finding the best insurance for homeowners include:

• Make sure your sum insured is for your home’s replacement value, not just its market value. 
• Don’t compare home insurance quotes on price alone – make sure you take inclusions, exclusions, limits and excesses into account.
• Get your online home insurance quotes from the insurer’s website so you don’t pay a comparison website markup (which is usually the case).
• Read the Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination for any policy you’re considering

The best insurance for landlords

When it comes to finding the best insurance for landlords, it pays to make sure you’re comparing policies specifically designed for property investors.

Unlike a regular home insurance policy, landlord insurance offers additional protections for investors.

In addition to reading the tips for buying home insurance, when you compare landlord insurance quotes you should also consider:

• How much an insurer will pay for accidental damage, malicious damage or theft by a tenant
• How much lost rent an insurer will cover, and for how long
• If optional benefits such as fixtures and fittings cover are available
• If any exclusions will affect your cover

Before you purchase any insurance, make sure you read the Product Disclosure Statement (PDS), any supplementary PDS and the Target Market Determination to see if it’s a good fit for you.

The best insurance for renters

One of the great things about being a renter is not having to worry about buying home insurance for the building you live in. What many renters don’t know, however, is that they can get the same contents cover homeowners enjoy.

In addition to reading the regular tips for buying contents insurance, when you’re looking for renters insurance, it pays to consider whether:

• Your contents are insured for their replacement value
• You can insure your contents away from home
• You can buy optional benefits such as pet or accidental damage cover

How much home insurance do I need?

Generally, you might want to insure your building for how much it will cost to rebuild in the current market and your contents for their new for old replacement value.

Before you get a home insurance quote, it’s a good idea to find out how much insurance you need:

• Calculate the replacement value of your belongings
• Calculate your home’s rebuild cost

Once you know the value of your home and contents, choose a policy that insures you for at least this amount.

How much should I insure my house for?

Sum insured is the most your insurer will pay in an insured event. When it comes to how much to insure your house for, the Insurance Council of Australia (ICA) says your property is underinsured if your insured amount covers less than 90% of the cost to rebuild. For example, if you have your home insured for $200,000 but it will cost $300,000 to rebuild it, you may not receive enough money from your insurance company to rebuild. It’s also important to know that when you insure your home, you are insuring your building, not the land. Review your home insurance to make sure that you can rebuild your home in today’s market.

If you want to know how much to insure contents for, a good rule of thumb is to make sure your contents are insured for the new for old replacement value, that any particularly valuable items are insured for a nominated value and that you haven’t doubled up and are paying extra for specified items already covered under general contents.

How much does home insurance cost?

Because the cost of home insurance is calculated using many factors that are specific to you and your home, the average cost of home insurance isn’t a very useful figure.

Fortunately, it’s easy to get an online home insurance quote and compare home insurance costs before you buy.

Don’t forget to get your quote from the insurer’s website, because home insurance comparison websites can show quotes that are higher than quotes directly from the insurer.

How is home insurance calculated?

To calculate the cost of home insurance, your insurer will assess the likelihood of you making a claim according to various items of information about your policy, which are called ‘premium rating factors’.

Important premium rating factors for home and/or contents insurance policies may include:

• Your claims history
• Your home’s address and location
• The sum insured
• Physical characteristics of your home
• Whether your dwelling is owner-occupied or being rented out
• Your excess amount
• Any optional benefits you select
• Your premium payment frequency

Other factors that may affect the cost of your premium include applicable government statutory charges, levies, duties, GST and other taxes.

Please read the Product Disclosure Statement (PDS), and any Supplementary PDS and the Additional Information Guide for information on a specific policy's premium rating factors.

Compare home insurance

What to look for when comparing home insurance policies

Comparing home insurance policies is a lot easier when you know what to look for. Before you sign up for a policy, be sure to research:

Cover: Choose the type of cover you want (home, contents or home and contents), then see which policy has the right inclusions and exclusions for your needs.

Cost: Make sure you compare the cost of premiums and any excesses that apply to the policy and don’t forget to get your quote from the insurer’s website to avoid any comparison site markup.

Reputation: Researching industry awards and online customer reviews can help you get an idea of an insurer’s reputation.  

Flexibility: If you prefer to pay your home insurance premiums by the month, check to see if you can get this option.

How do I switch home insurance providers?

Follow these simple steps to switch home insurance providers.

1. Check your policy documents (Certificate of Insurance, Product Disclosure Statement (PDS) and any Supplementary PDS) to see when your current policy expires and if any premium refunds or exit fees apply if you cancel before your renewal date.
2. Compare home insurance quotes and policies and sign up for your new policy. Ensure your new policy will start on or before the day that your old policy stops so that you’re not left uninsured during the switch.
3. Cancel your policy online (where available) or call your current insurer to cancel. Tell them the date you’d like your home insurance to stop and ask if they’d like you to put this in writing.
4. If you’ve got a mortgage, check with your lender to see if they need a copy of your new Certificate of Insurance.

Can I upgrade my home insurance policy?

Yes. There are a few ways to upgrade your home and/or contents insurance policy so that you’ve got the cover you need:

• Increase your sum insured
• Purchase optional extra benefits
• Bundle your standalone home or contents insurance into a home and contents policy
• Switch to an insurer that offers cover better suited to your needs

When to upgrade your home insurance policy

There are some changes in life that might trigger changes to the way your home and contents are insured. It may be a good time to review your home and insurance if you’re:

• Moving house
• Doing home renovations or improvements
• Changing your home’s purpose (e.g. going from owner-occupied to rental)
• Buying or selling expensive items

It’s also a good idea to review your sum insured for both your home and contents insurance when it’s time to renew your current policy so that it’s up to date.

What do I need to tell my insurer after I’ve bought home and/or contents insurance?

It’s a good idea to let your insurer know when:

• You put your contents into storage
• You’ve changed address
• Your home becomes unoccupied
• You’re renovating or modifying your home
• You’ve bought or sold valuable items

These changes in circumstances can affect your cover.

Can I cancel my insurance?  

Yes. You can cancel home insurance policies at any time during the insured period.

If you cancel your home insurance during the cooling off period and you haven’t made any claims, you’ll be entitled to a premium refund.

If you cancel your home insurance after the cooling off period:

• You may have to pay an exit fee
• You may be entitled to a partial premium refund
• You may not be refunded any applicable government charges

For more information, read your policy’s Product Disclosure Statement (PDS), any Supplementary PDS, the Key Facts Sheet and the Target Market Determination.

How to make an insurance claim

Starting the claims process can be daunting if you don’t know how to make an insurance claim. However, you can get your claim underway by following a few simple steps.

1. Check your insurance policy
   
   Read through your Product Disclosure Statement (PDS), any Supplementary PDS and your Certificate of Insurance to see what you can claim and if any time limits or excesses apply.
   
   
2. Gather your documents
   
   Your insurer will need certain information to move forward with your claim. Relevant documents can include:
   • Your policy number
   • Details of the incident (day, time, type of damage and photographs where possible)
   • Any relevant police report number
   • Details of any damaged, lost or stolen items 
   • Proof of ownership of any damaged or stolen property (e.g. receipts, invoices or photographs) 
   • Any damage report or quote for repairs already received
   • Contact details for any witnesses
   • Any invoices you've already paid
3. Contact your insurer to lodge your claim
   
   When you’re ready to claim, you’ll need to fill out a claims form. Depending on your insurer and your policy, you can do this online or over the phone.
   
   
4. Wait for your insurer to process your claim
   
   Under the General Insurance Code of Practice, your insurer has ten business days to decide whether they accept or reject your claim, or to ask you for further information. They’ll provide you with the next steps once your claim has been processed.

Home insurance glossary

Definitions may differ depending on the insurance provider.

Accidental damage: Damage caused by an accident.

Contents: Household goods and personal items located at your home address.

Claim: A formal notification to your insurer that you have suffered a loss or damage that you think is covered by your policy and that you’d like them to assess the incident and compensate you for the loss or damage if it is covered.

Excess: The amount you pay towards the cost of your claim. Your Certificate of Insurance shows the type and amount of excess that applies to your policy. More than one excess may apply.

Exclusion: An item or event that is not covered by your insurance.

Premium: A premium is the amount you pay for the cover your insurer provides you with under your policy. It includes any government statutory charges, levies, duties, GST and other taxes that may apply.

Specified item: Items that you ask your insurer to cover inside your home for more than the general limits they pay for them. You select the sum insured for the item and you pay a premium to cover it for that amount. Your specified items are shown on your Certificate of Insurance.