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Home & Contents Insurance

Find out more about how to make a claim, understand an investigation or what options you have when a home and/or contents claim is refused.
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Aaron’s Story: Storm Insurance

Aaron is in his 70s, lives alone and is in poor health. He was recently advised he had a terminal condition. Aaron’s home was damaged in a storm and his insurer had declined the claim due to a structural defect. The insurer only offered him $12,000 to cover a small pump and some temporary accommodation.

Financial Rights made a complaint to AFCA on Aaron’s behalf and the determination was in his favour. The insurer accepted damage to his residence, fences and bridge. He would also receive $10,000 on an ex-gratia basis. We assisted Aaron to negotiate the scope of repair or associated settlement amount. The insurer then made the decision to cash settle the sum insured for contents, building and additional benefits of over $500,000.

insurance claim

When to get help

If you recognise any of these common problems with your home insurance below, read through the fact sheets and use the sample letters selected. Give us a call if you don’t know where to start or can’t find a solution for your problem. Making an insurance claim can be stressful, but insurance companies must treat you fairly. Our Extreme Weather Insurance Checklist might also help. Common insurance problems include:

  • You have not heard from the insurer for several weeks and you want to know how your claim is progressing.
  • Your insurer rejected your claim and says your home was not well maintained, or the damage was from wear and tear.
  • You can’t afford your excess and your insurer isn’t letting you pay it off in instalments.
  • You don’t think it’s fair that the insurer wants a detailed list of all your belongings. Everything was destroyed in a flood and you can’t remember everything.
  • You have been offered a cash settlement but you are worried it will not be enough to pay for the repairs.

Fact Sheets

These fact sheets will give you more detailed legal information about your home and or contents problem.

Sample Letters

You can use these sample letters to help you contact your insurer when you have concerns.

Contact Us

If you have an insurance question or legal problem call the Insurance Law Service on 1300 663 464

  • Monday to Friday 10am – 1pm (Sydney time)

If you need to speak to a financial counsellor because you are in financial hardship you can call the National Debt Helpline on 1800 007 007

  • Monday to Friday 9.30am – 4.30pm (Sydney time)
  • Please note, the National Debt Helpline is answered by both Financial Rights (our service) and Uniting (NSW.ACT) which is based in Dubbo and provides telephone financial counselling, but does not have solicitors available. Our services are run separately, neither service has access to any information or advice given to or by the other service.

If your home was damaged in an extreme weather event you should also visit our Extreme Weather webpage.

If you are struggling to make a claim because of family violence or abuse issues please also visit our Financial Abuse webpage.

External Resources

Australian Financial Complaints Authority (AFCA)

  • Ph: 1800 931 678
  • Email: info@afca.org.au
  • Web: www.afca.org.au
  • Address: GPO Box 3, Melbourne VIC 3001

Australian Securities and Investments Commission is the regulator for financial services providers.

Insurance Council of Australia owns the General Insurance Code of Practice.

Community Legal Centres Australia is the peak body for community legal centres.

 

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Claudia was comprehensive in her investigation of my pds and clearly communicated what my rights are and potential next steps. I have clear next steps to respond to the insurer in this case. Claudia helped to remove the emotional charge for me from this ongoing insurance issue and given me clear steps to resolution. Thank you so much.