The Insurance Claim Advisory Consumer Guide
Navigating an insurance claim after water, fire or storm damage can be overwhelming. This guide walks you through the claims process, how to document damage, your rights and obligations, and how to work effectively with your insurer and a restoration provider.
Step-by-Step Claims Process
1. Notify your insurer promptly
Delays can reduce or invalidate cover. Lodge the claim as soon as it is safe to do so.
2. Mitigate further loss
Take reasonable steps to prevent additional damage (tarping, shutting off water) — but keep evidence.
3. Document thoroughly
Photographs, video, receipts, and a written inventory of affected items.
4. Engage a certified restorer
An IICRC-certified provider supplies professional reports and scope that support your claim.
5. Review the settlement
Check the scope against your policy and request a review if anything is under-allowed.
Documentation Checklist
| Item | Why It Matters |
|---|---|
| Photos & video of damage | Primary evidence of extent and cause |
| Origin of damage (e.g. burst pipe) | Establishes the insured event |
| Itemised inventory | Supports contents claim value |
| Receipts & proof of ownership | Substantiates replacement value |
| Restorer’s report & moisture logs | Professional proof of scope |
| Temporary repair receipts | Mitigation costs are often claimable |
Your Rights & Obligations
You can choose your restorer
Most policies do not require you to use the insurer’s preferred supplier — confirm in your Product Disclosure Statement.
You must act reasonably
Cooperate with assessments and provide requested information promptly.
You can dispute decisions
Use the insurer’s internal dispute resolution, then AFCA if unresolved.
Keep a claim file
Record every contact, date, name and reference number.
Common Pitfalls to Avoid
Do not throw out damaged items before the insurer authorises disposal, do not accept the first offer without checking the scope, do not start permanent repairs before assessment, and do not underestimate contents — use a professional restorer’s salvageability report to evidence your claim.