Australia has been battered by intense and costly storms in recent years. In early 2025 alone, more than 125,000 storm-related insurance claims were filed, with over $4.5 billion in losses reported, according to the Insurance Council of Australia. As wild weather becomes more frequent and severe, homeowners, landlords, and strata managers need to understand how to navigate building insurance claims effectively.
Filing a claim during a time of stress can feel overwhelming, but with the right steps, you can protect your property, finances, and legal standing. This guide from Owner Inspections, trusted building inspection professionals serving Australians, outlines exactly what to do.
Step 1: Stay Safe First – Prioritise Safety Over Salvage
Immediately after a storm, your first priority is personal safety, not salvaging possessions. Electrical systems may be live, ceilings could collapse, and structural elements might be unstable. Before entering the property:
- Visually inspect for fallen power lines, collapsed walls, and exposed electrical wires.
- If there’s any doubt, call the SES or emergency services and wait for clearance.
- Avoid using electrical appliances or stepping into water-damaged areas without professional confirmation that it’s safe.
- Take precautionary measures such as shutting off gas and electricity if accessible.
Note: Some insurance policies may become void if unauthorised entry results in further damage. Never take that risk.
Step 2: Document the Damage – Before You Clean
Once it’s safe to enter, document everything before moving or cleaning anything. Accurate documentation is your strongest defence in securing a full claim payout.
- Use your phone or camera to capture high-resolution photos and videos from multiple angles.
- Photograph each room and exterior section, especially damaged structural elements like roofing, windows, fencing, and floors.
- Include close-ups of cracks, water damage, or anything that reflects impact.
- List damaged contents along with their estimated value or replacement cost. Try to provide receipts or proof of purchase when available.
- Keep samples of damaged materials (e.g. carpets, tiles) that may support your claim.
- Back up all files digitally and store copies in multiple places, such as cloud storage or external drives.
According to Mills Oakley, over 50% of denied claims in Australia involve inadequate documentation or allegations of insufficient property maintenance. Don’t let poor records cost you.
Step 3: Temporary Repairs – Secure But Don’t Rebuild Yet
Preventing further damage is essential—but rebuilding too early could hurt your case. Insurers generally cover emergency temporary repairs, not full-scale fixes, unless approved in writing.
- Board up shattered windows and secure leaking roofs with tarps.
- Remove hazardous debris from walkways but avoid structural alterations.
- Don’t replace or permanently fix walls, roofing, or built-ins until the assessor visits.
- Keep a detailed log of all temporary works, including receipts, photos, and dates.
- Use only licensed tradespeople for safety-related tasks to ensure eligibility for reimbursement.
Failing to follow this step can lead to disputes about the extent of damage and repair costs, which could reduce your final settlement.
Step 4: Review Your Insurance Policy
Understanding your policy is vital before you make a claim. Storm damage is typically included, but coverage specifics can vary widely:
- Building Insurance usually covers structural damage caused by wind, rain, and hail.
- Contents Insurance applies to belongings inside the home.
- Temporary Accommodation Cover (sometimes called Additional Living Expenses) may be available if the home is uninhabitable.
Watch out for exclusions:
- Flooding is often excluded or may require an added premium.
- Wear-and-tear or pre-existing damage may disqualify claims.
- Regions like QLD and Northern Rivers often come with higher premiums or stricter coverage due to known flood risk zones.
Cross-check every clause related to natural disasters, and contact your insurer if you’re unsure. Ask for the Product Disclosure Statement (PDS) for clarity.
Step 5: File the Claim Quickly
Timing is everything. Insurers often require claims within 48–72 hours of the storm event. Delays can weaken your case, especially in large-scale disasters where insurers manage high volumes of claims.
- Lodge your claim via your insurer’s website, mobile app, or call centre.
- Submit all relevant documentation: photos, item lists, temporary repair receipts, and any written assessments you’ve obtained.
- Keep a claims diary to track all interactions. Log names, dates, times, and discussion outcomes from every call or email.
- Request confirmation of your claim reference number.
The earlier your claim is lodged, the sooner your case is prioritised in the insurer’s pipeline.
Step 6: Meet the Insurance Assessor or Adjuster
Within days or weeks, your insurer will assign an assessor to inspect your property. This visit plays a pivotal role in the final claim amount.
- Ensure the property is accessible and safe for the assessor.
- Be present during the visit to walk them through all documented damages.
- Provide your photo evidence, inventory lists, and any receipts.
- Present quotes from licensed tradespeople as independent valuation comparisons.
- Take notes during the meeting, and request a written summary if not offered.
ABC News reported that more than 6,000 flood claims remained unresolved for months in 2022—often due to delays or gaps in assessor reports. Your preparedness can speed this up.
Step 7: Review, Negotiate, and Settle the Claim
Once the assessor completes their report, the insurer will issue a settlement proposal. This could come in two forms:
- Cash Settlement: A lump sum offered to you to arrange your own repairs.
- Repairs by Insurer’s Builder: Managed and executed through insurer-approved trades.
Review the offer carefully. If you believe it doesn’t reflect the actual cost of damage or replacement:
- Request a breakdown of how the settlement amount was calculated.
- Submit additional quotes or independent assessments for review.
- Engage an independent inspector (like Owner Inspections) to produce a comprehensive, unbiased condition report.
Under AFCA guidelines, you have the right to dispute low offers, request a review, and seek a fair and reasonable resolution.
Step 8: What to Do If Your Claim Is Denied or Reduced
A denied or reduced claim isn’t the end of the road. Common rejection reasons include:
- Late lodgement
- Pre-existing or unmaintained property defects
- Insufficient supporting evidence
Steps to take:
- Ask your insurer for a written explanation.
- Lodge a complaint through their Internal Dispute Resolution (IDR) process.
- If unsatisfied, escalate to the Australian Financial Complaints Authority (AFCA)—it’s free, and decisions are legally binding.
- Consider engaging a public adjuster to independently advocate on your behalf.
- Request an expert report from Owner Inspections to back up your case.
Disputes are time-sensitive, so act fast and document everything.
Step 9: Temporary Accommodation & Additional Support
If your home is declared unsafe or uninhabitable:
- Check if your policy includes Additional Living Expenses (ALE) or Temporary Accommodation.
- These may cover hotel stays, rental property costs, and essentials like meals or transport.
- Benefits typically last 30–90 days, depending on your coverage.
- Ask your insurer about weekly limits and allowable expenses.
- Also look into government relief payments through Services Australia or your local council’s disaster support scheme.
Always get written approval before incurring costs you plan to claim.
Step 10: Future-Proofing – Prepare for Next Time
Storms are a fact of life in many parts of Australia but preparation can reduce future risks and losses:
- Keep a digital home inventory: Photos, receipts, warranty info, and valuations.
- Schedule routine inspections of your roof, gutters, windows, and external drainage.
- Invest in upgrades like:
- Storm shutters or impact-resistant glass
- Roof tie-downs
- Flood barriers or sandbag kits
- Regularly review and adjust your insurance policy to reflect rising rebuild costs or new property features.
A proactive approach today saves stress, costs, and heartache tomorrow.
Getting the Most Value from Your Home and Building Investment
Storms don’t wait—and neither should your claim. Acting quickly, keeping clear records, and knowing your rights can make the difference between a smooth payout and a stressful dispute. Owner Inspections is here to help Australians get the expert, unbiased building assessments they need to support claims, avoid delays, and move forward confidently.
Need an expert eye on your storm-damaged property? Owner Inspections offers impartial, detailed assessments to support your insurance claim—book today.
