How to make a home insurance claim

Check your policy documents to see details of your sum insured, excesses and listed items.

The Home Insurance Product Disclosure Statement (PDS) can explain more about insured events and limits.

These documents would have been sent to you at purchase or renewal.

Alternatively, log on to NetBank to view your policy cover details.

2. Prepare your claim

Have your policy and personal details ready, along with details of the loss or damage.

These details can help speed up your claim:

• Policy number
• Valuation certificates or receipts
• Details on make and model
• Purchase price and
  replacement costs
• Photos showing damage
• A police report, in the case
  of theft or vandalism

3. Submit your claim

You can lodge your claim online 24/7 in the My Claims Portal (accessible through NetBank or the CommBank app).

The Claims team will contact you to advise the next steps for your claim.

Alternatively, you can make a claim by calling 13 1361.

Already a customer banking online with us?

Save time by using your NetBank details.

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The claims process

Once you lodge your claim, you will be updated on its progress and/or to confirm any details.

The claims process differs based on the type of claim and the event that has occurred.

Overall, the process may include:

• Emergency help to secure the property, prevent further damage or provide temporary accommodation
• Home claim assessment to determine the cause and the extent of the damage. This can take place virtually or in person at the property
• Claim decision reviewing the assessment against your cover details. If required, a detailed scope of works may be prepared
• Cash settlement or repairs are approved. This is when you will need to pay your excess
• Resolution of the claim occurs once cash settlement or repairs are completed

Home insurance guides and tips

What home insurance doesn’t cover

While home insurance provides broad coverage, there are limits to the benefits available under your policy.

Check the PDS to get familiar with your home insurance policy and ensure the cover suits your needs.

Affected by a natural disaster or weather event?

You may be eligible for our Emergency Assistance Package.

Are you experiencing financial difficulty?

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