Protecting yourself

Lodging a claim

View your PDS and Certificate of Insurance in our Document Hub to find out what is and isn’t covered under your policy.

You can lodge a claim without paying your excess. Our claims team will discuss payment options with you.

Yes. You can pay your excess in your account by selecting the relevant claim. This will take you to ‘My Claim Manager’ where you can pay your excess.

If you’re having trouble paying for your excess,  our claims team can work with you to find a suitable alternative. 

Our claims team will identify next steps. This may include booking an assessment, repairs, replacements, and/or arranging payments.

This may take longer than usual if there’s been a severe weather event, but we’ll be in touch as soon as possible. In the meantime, remember to take photos or videos of the damage and if possible, a sample of each type of carpet. You can also remove wet carpet and damaged contents before an assessor visits your home.

Log into your Apia account to see claims updates, message your claims manager, live chat with our online claims specialists, and upload documents and photos . If you don’t have an account yet, registering only takes a moment.

A home claim assessment determines the outcome of your claim after loss or damage to your home and/or contents.

Once you’ve lodged your claim, we’ll organise for an assessor to contact you to arrange a time to attend your property and inspect the damage or loss.

We’ll let you know the outcome of your claim as soon as we can. If we require additional information, we’ll let you know. If your claim is covered, we can then discuss repairs or settlement depending on the circumstances of your claim.

You can track your claim online to see an estimated time of completion, though this depends on the nature of the repairs or replacements.

Our claims managers will evaluate the damage at lodgement to determine next steps.

Based on your circumstances, we may direct you to one of our trusted repairers or an alternate location to further assess your vehicle.



Resilient Homes Fund (QLD)