Home Insurance renewals & payments

Determining the correct sum insured is critical to ensure you're covered in the event of a claim. If your sum insured is too low, you might not be able to rebuild your home or replace its contents. We may even ask you to use one of our calculators to ensure your sum insured is right for you.

If you're unsure or want to check your sum insured, please use one of our calculators.

You're able to change your sum insured any time during the term of your policy. Log into your Self Service Centre account and select the policy you want to change, adjust the value and follow the prompts.

To change your details including your address, email address or contact numbers, you can do this online by:

1. Logging into your Self Service Centre account
2. Select 'Contact details'
3. Select 'Edit' in the area you wish to update
4. Follow the prompts

If you change your address, then you need to tell us.

If you want to update the address of your contents or your mailing address, you can do this by:

• Logging into your Self Service Centre account
• Calling us on 132 132
• Visiting your local branch

If you need to change the address of your building that's insured, please contact us on 132 132

General contents are items you keep in and around your home that aren't permanently attached or fixed to the home's structure, for example furniture.

Valuable contents are covered as part of your general contents, however the cover is limited to $2,500 for each category below.

• Works of art
• Music, games and movies
• Collections
• Jewellery and watches

Under valuable contents, you can choose to insure these items inside your home for more than what would normally be paid out.

Portable contents are items that you or your family own that you can take outside of your home.

General contents are items you keep in and around your home that aren't permanently attached or fixed to the home's structure, for example furniture.

Valuable contents are covered as part of your general contents, however the cover is limited to $2,500 for each category below.

• Works of art
• Music, games and movies
• Collections
• Jewellery and watches

Under valuable contents, you can choose to insure these items inside your home for more than what would normally be paid out.

Portable contents are items that you or your family own that you can take outside of your home.

We have calculation tools that can help you decide the right amount of cover for your home and contents.

Determining the correct sum insured is critical to ensure you're covered in the event of a claim. If your sum insured is too low, you might not be able to rebuild your home or replace its contents.

If you’ve missed a monthly payment for your Home Insurance, you can make this online.

1. Log into your Self Service Centre account
2. Select 'Pay now' on the relevant policy

If an ongoing monthly instalment is unpaid for:

• 14 days or more after its due date - we may refuse a claim for incidents that take place at that time
• 30 days after its due date - we’ll automatically cancel your policy without giving you notice, on the 31st day

You can check the status of your payment in your Self Service Centre account

Payment processing means that your payment is awaiting confirmation from your bank. When your payment is confirmed and complete, the next instalment due date will appear in green.

The price of your insurance is based on how likely you are to make a claim and by considering a specific set of influences, including:

• Pricing factors
• No Claim Bonus
• Policy options
• Loyalty Discounts, and
• Government charges

To find out more about how we calculate your premium, read our Premium, Excess and Discounts guide

An excess is an amount you may need to pay towards a claim. There are three different types of excess that may apply:

• Basic - your chosen excess
• Earthquake
• Special, for example storm, fire or theft

To find out which excess type applies to you, please refer to your policy document or view your policy in your Self Service Centre account

Unless you've chosen to have a $0 excess on your policy, it's likely that you'll need to pay an excess for your claim. You don't have to pay an excess if you make a claim for:

• Liability
• Food spoilage
• An incident we agree someone else is responsible for. You'll need to provide their name and address, and the claim amount needs to be more than the excess

For general information about excess, please read our Premium, Excess and Discounts guide

A No Claim Bonus (NCB) is a discount that's applied to your premium to reward you for having a good claims history. The longer you remain claim free, the higher your NCB level becomes, plus you'll receive more privileges. Our NCB ranges from 0% to a maximum 25%. We base your NCB on the:

• Claims history of any listed owners
• Number of years any listed owners have held home insurance for

To find out more about NCB please read our Premium, Excess and Discounts guide

To see what your policy covers you for, please refer to your policy document or view your policy online in your Self Service Centre account by:

1. Logging in to your Self Service Centre account
2. Click 'View policy'

A home is considered as any enclosed building at your premises used for domestic purposes that has walls, a roof and can be locked up.

Your home also includes home improvements such as garages, carports, in ground pools, or fixtures that are permanently attached to your home. For example, aerials.

If your home is a flat or unit and you have Contents Insurance, it also includes lockable storage that’s reserved for you inside the complex.

Accidental Damage covers unintentional mishaps around your home. For example, if you're in the roof space and accidentally put your foot through the ceiling.

Accidental Damage cover is automatically included with Home Plus Insurance, and is an option that you can add to standard Home Insurance.

Fusion is the burning out of an electric motor or its wiring caused by the electric current in it. You can choose to cover your electric motors for fusion for up to 15 years as part of your home insurance.

Fusion cover is automatically included with Home Plus Insurance, and is an option that you can add to standard Home Insurance.

Some examples of items that have an electric motor are ducted air conditioners, pool pumps and refrigerators.

We cover damage caused by water leaking or escaping from:

• House gutters
• Drain pipes
• Pipes
• Baths and toilets
• Washing machines
• Dishwashers
• Aquariums
• Water tanks
• Water beds
• Swimming pools

You can find full details in the Product Disclosure Statement (PDS) Product Disclosure Statement (PDS)