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How do I make a home insurance claim?

Making a claim on your Qantas Home Insurance policy is easy.

What happens in an emergency?

If there is an emergency in your home that requires urgent attention, a 'make safe ' can be completed. This is to make sure that any risk to occupants or further damage to the property is removed and the site is secure. In most cases, a ‘make safe’ is a temporary measure and not a final repair.

Am I covered for emergency repairs?

If an 'event' is threatening the safety of your household members or is continuing to cause damage, we ask (where it is safe to do so) that you take reasonable action to prevent further damage and secure your home where possible.

What should I do with my flood-affected contents and carpet?

1. Document the damage, 2. Remove water and Mud-damaged contents, 3. Keep a record of items, 4. Purchase new items, 5. Replacement of non-essential items.

Will COVID-19 impact my claim?

COVID-19 restrictions can impact material availability, trade capacity, and repair timeframes. It can also limit access for non-emergency repairs depending on the government and state-based advice regarding attendances and requirements in your area.

A water pipe in my home has burst – what do I do?

Turn the water off at the mains and/or contact an emergency plumber to stop the leak. Then call us on 13 49 60 and we’ll arrange for the water and any damaged flooring to be removed and send an asses…

My home has been burgled – what do I do?

Report the incident to the police before lodging a claim. The police will give you a reference number, which you’ll need to pass on to us.

A tree has fallen on my house – what do I do?

If anyone in your house has been seriously injured, dial 000. If the fallen tree threatens your family’s health and safety, contact your state emergency service on 132 500. If it’s not an emergency,…

Is water damage covered?

Your home is covered for damage caused by a storm or from escaping liquid. We also offer optional Flood Cover, which can be purchased when you buy the policy or at any time afterwards by calling us on 13 49 60.

Am I covered for flood?

You’ll only be covered if you have added the optional Flood Cover to your home insurance policy. If you have our Flood Cover, upon acceptance of any flood claim we’ll pay to repair or replace damage to your flooded home and/or contents, up to your sum insured.

Am I covered for trees falling?

You are covered for the cost of removing any part of a tree that has or is causing damage to your home. However, the cost of removing or disposing of tree stumps, 'at risk' trees, or branches of trees that have not damaged your home will not be covered.

What is not covered by my home insurance policy?

Your insurance policy does not cover you for every event or situation.There are specific exclusions that apply to different Insured Events and Optional Covers which are listed under each Insured Event and Optional Cover in the PDS.

How do I know if it’s worth making a claim?

The decision to lodge a claim is completely up to you. If you are unsure, you can always lodge a claim for us to assess and determine any costs involved. We will notify you if the costs associated with the claim fall below your excess and will arrange a refund of your excess where applicable or you can withdraw your claim if you prefer.

If I make a claim will my premium increase?

We consider a range of factors (including if you make a claim) before determining your annual insurance premium.

Is there a time limit for making a home insurance claim?

There’s no time limit for making a claim on your Qantas Home Insurance, however we recommend you lodge your claim as soon as possible.

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