Before returning home it is vital that you check it is safe to do so and follow the advice of the emergency services.

If your home or belongings have been damaged during a disaster you should contact your insurance broker or company to assess your claim as soon as you can.

It is recommended that you:

  • take reasonable steps to prevent any further losses and minimise further damage
  • contact your insurer before authorising major repairs
  • take photographs, videos and an inventory of damaged goods including listing the products brand, particularly those that you need to dispose of for health reasons
  • store damaged or destroyed items somewhere safe.

If you have questions about your insurance policy or claim, speak to your insurer first.

Visit the Insurance Council of Australia website or refer to the help in disasters page for further information. Visit the Understand Insurance website for tips and hints about recovering from a disaster.

Make a complaint

If you’re unhappy with the processing or outcome of your insurance claim you should make a formal complaint to your insurer.

If you’re unhappy with the outcome of your complaint you can lodge a dispute with the Australian Financial Complaints Authority (AFCA). The AFCA will offer free dispute resolution services. If both parties can’t come to an agreement through this process they may then investigate the complaint and make a decision.

Financial help

If you are not insured, underinsured, or have no specific insurance coverage for this type of event, you may be eligible for a grant to help you repair damage caused by the disaster: