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Home insurance claims

Find out how to prepare, lodge and manage your home insurance claim.

Here’s what to do before you start your claim

Report any emergencies

In an emergency, call 000 if you are unsafe. For urgent assistance during a flood, storm or tsunami, call the national State Emergency Service (SES) on 132 500.

Beware of hazards

Don’t do anything that puts anyone at risk. Only shut off water, power or gas if it’s safe to do so, and take extra caution with entering your property if you suspect there are any hazards.

Call us for help

Call 131 123 and we can help you to:
 

  • Make a claim
  • Arrange emergency accommodation
  • Secure your property.

Can’t stay in your home?

We can arrange temporary accommodation. Call 131 123 at any time if you need to relocate.

FAQs

Have a question? We can help

What if I can't stay in my home?

If you have Home Insurance and your home is unliveable as a result of an incident we cover, we’ll arrange temporary accommodation close to your home.

Call us 24/7 on 131 123 if you think you need to relocate.

I need emergency repairs to my home, what should I do?

If you need emergency repairs as a result of an incident we cover, call us 24/7 on 131 123. We can organise an urgent repair through our Partner Repairer network, or we can authorise you to arrange repairs yourself.

To get your claim going, we'll need some information

Tell us what happened

To your house, your belongings or both.

List out your items

If you forget something that’s been lost or damaged, you can always add it later.

Gather evidence

Photos of the damage and receipts for your belongings.

Don’t have all the details?

Don’t worry – start your claim and you can add them later.

FAQs

Have a question? We can help

What do I need to start a claim online?

You’ll need the details of what happened and when, along with a list of what's been damaged or lost.

If you're not the policy holder you can still start the claim by calling us. We’ll just need authorisation from the policy holder later by phone or email to allow the claim to proceed.

Do I need a police report?

If you’re claiming because of malicious damage, vandalism, theft, loss or fire you’ll need to report the incident to the police and get an incident number. If you haven’t got one yet, you can start your claim without it and add it in later.

How do I show the damage or document the loss?

You can upload supporting photos, receipts and documents online at any time in your account, once you've submitted your claim.

If you've lost or had items stolen, it helps to provide proof of ownership, such as copies of receipts or statements showing when you purchased the item, photos of your item or packaging.

If you are unable to provide proof of ownership, for example because the documents were damaged in a fire or flood you are claiming for, please contact us to discuss.

Claim online in just a few steps

  1. Log into your online account.
  2. Select Make a claim.
  3. Enter your details and tell us about what happened.
  4. Upload any photos and supporting documents.
Claim online now

Need help? Call us for support

If you have any questions, we’re here to help. Call us on 131 123 and we can help you claim online or over the phone.

Call 131 123
FAQs

Have a question? We can help

How do you assess damage to my property?

We'll arrange a convenient time with you to inspect the damages you’re claiming for.

We’ll let you know what needs to be repaired. If there’s anything that won’t or can’t be repaired, we’ll explain why.

Our choice regarding repairs will have regard to the circumstances of your claim and consider any preference you may have.

For most claims, we can organise one of our accredited Partners to do the work and we'll provide a lifetime guarantee for the work done.

If you have a builder or tradesperson you would prefer to use, simply let us know.

How do I get my possessions repaired or replaced?

We can organise for most items to be repaired or replaced through our suppliers.

We’ll arrange for items to be replaced and have them delivered to your home.

We can also provide you with a store credit card for one of our suppliers, or send the funds to you.

How do I prove that I owned things that have been lost, stolen or damaged?

Before we process your contents claim, we may ask you to provide proof of ownership, such as:

  • Purchase receipts
  • Photos of the damage
  • Credit cards or bank statements.

You can upload any documents or information online in your account.

What happens after you've lodged your claim

  • We’ll review your claim, and contact you if we need more information. We’ll also contact you with any updates
  • You can easily add more information to your claim, uploading photos, repair quotes, invoices and more.

Track and manage your claim

Log into your online account to:

  • Track the status of your claim
  • Add items or supporting photos and documents to your claim
  • Arrange your settlement
  • Update your contact details.

You can also get updates via email and SMS.

Track your claim

Pay your excess

We’ll let you know whether you need to:

Have your excess deducted from the amount we pay for your claim.

Pay your excess

Get a lifetime guarantee on authorised repairs

We guarantee the workmanship of any repairs to your home that we authorise, for as long as you own the property (excluding gradual deterioration and normal wear and tear).

FAQs

Have a question? We can help

How can I check what my policy covers?

You can find out what is and isn’t covered by your policy in the Product Disclosure Statement (PDS).

Log in to your account to download your PDS and see your current level of cover.

Not sure if you have a valid claim?

Sometimes damage ends up costing less than paying the excess. The best way to have your claim assessed is by starting your claim online, calling us on 131 123 anytime, 24/7. We can then assess the damage and your claim. If you don’t want to continue, you can always cancel the claim without having to pay anything.

If you'd like to discuss your options, you can contact us on web chat, or you can call us on 131 123.

Do I need to pay an excess?

If an excess applies, we’ll tell you when you make your claim. In most cases you’ll be asked to pay the excess to the repairer or supplier. We can also deduct it from any payment we make to you.

If you have a combined Home Buildings and Contents policy, you'll only have to pay one excess (whichever is higher).

For certain claims, you don’t have to pay an excess. See your applicable Premium, Excess and Discounts Guide for details.

NRMA Insurance app

Check your cover anytime, anywhere

Stay in control of your insurance with the NRMA Insurance app. Use the app to get a quote, check your policies, and make a payment or claim. 

We're here to help

Claim online 24/7

Log into your online account to make a claim, track and manage an existing claim, update your details, check your policies and much more.

Log in

Chat to us

Send us a message online with web chat (Mon–Fri and Sat). Check our web chat hours to see when we’re available.

Call us

If you have an urgent enquiry or need help making a claim, call us.

Make a new claim

Call 131 123 (available 24/7)

Check an existing claim

Call 1300 317 530 (8:30am–5pm, Mon–Fri)

Outside Australia?

For claims in NSW, ACT, QLD, TAS: +61 2 8661 7150

For claims in SA, WA and NT: +61 8 6298 5837