Protecting yourself
Is the motor claim excess payment SMS message I received a scam?
In some circumstances Apia may send you an SMS requesting an excess payment.
Is the home claim excess payment SMS message I received a scam?
Apia will never send an SMS message requesting an excess payment to progress your home claim. If you receive such a message, please delete it immediately.
Have you been approached by a third party to help you with your Home claim?
During major events, third parties may door knock or letter drop offering to manage your insurance claim. Please be aware that:
- these services are not provided by us
- we’ll never send an assessor or builder to your home without first notifying you, and
- we won’t demand payment on top of your excess for the work being undertaken.
If you’re approached by a third party, you may be asked to pay for these services using a percentage of your insurance settlement. You should always carefully consider the use of these services as your insurance policy doesn’t cover this cost.
If you decide to engage a third party, you should always ask for their:
- Australian Financial Services Licence (AFSL) number to check it against ASIC’s database
- Financial Services Guide
- fee for assisting in the lodgement of your claim, and
- Australian Financial Complaints Authority (AFCA) credentials.
Remember: Never sign a contract/authorisation to act on your behalf (physically or electronically) until you’ve received the information you’ve requested.
Have you been approached by a third party to help you with your motor claim?
Reports about misleading or deceptive car insurance schemes are becoming more common in Australia.
If you decide to engage a third party, you should always ask for their:
- Australian Financial Services Licence (AFSL) number to check it against ASIC’s database
- Financial Services Guide
- Fee for assisting in the lodgement of your claim, and
- Australian Financial Complaints Authority (AFCA) credentials.
If you suspect you’ve responded to a fraudulent email or been a victim of fraud, contact us immediately.
Lodging a claim
Am I covered?
View your PDS and Certificate of Insurance in our Document Hub to find out what is and isn’t covered under your policy.
Do I need to pay my excess when I lodge my claim?
You can lodge a claim without paying your excess. Our claims team will discuss payment options with you.
Can I pay my excess online?
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.
What if I can’t afford my excess?
If you’re having trouble paying for your excess, our claims team can work with you to find a suitable alternative.
What happens after I’ve lodged my home claim?
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.
How can I follow up or track my claim?
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.
What is a home claim assessment?
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.
What happens after I’ve lodged my motor claim?
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.
Home
What should I do if my carpet, furniture and/or contents are wet or damaged?
If your home has completely or partially flooded, or your carpet, furniture, or contents were damaged by rain, remember to:
- compile a detailed list of items (including the make and model or a description)
- take photos of the damaged items, and if possible a sample of each type of carpet and
- remove the damaged items from inside the home and place outside for disposal.
Let us know about the damaged items next time we’re in touch. There is no need to immediately reach out and you do not need to wait for an assessor. Rest assured, we’ll work with you to include all details in your claim.
For my contents, am I required to provide proof of loss or damage?
Validating loss or damage to contents helps us take the necessary steps to repair or replace covered items.
Proof of loss or damage can be given by providing:
- photos of damage
- details of a police report (for theft), or
- proof of ownership documents (receipts, manuals etc).
For more valuable items we’ll ask for more evidence to substantiate your claim than we would for less expensive items.
These documents can quickly and easily be added to your claim online.
What should I do if there is water leaking into my home following a severe weather event?
Please contact our dedicated Claims Team via Live chat Monday to Friday 8am to 9pm and weekends 9am to 5pm AEST.
What should I do if my food spoils following a blackout?
When lodging a claim, just provide us with an estimated cost of how much food spoiled. Claims that only involve food spoilage are excess free. You can find out your policy limit for a food spoilage claim in your PDS.
What should I do if I’ve noticed mould in my home?
Please contact our dedicated Claims Team via Live chat on this page, Monday to Friday 8am to 9pm and weekends 9am to 5pm AEST.
Should I lodge a claim if I suspect my roof is damaged?
Yes, please lodge a claim as soon as possible.
Are damages to my solar panels covered?
It depends on your policy. Please check your PDS or speak to your claims manager.
What should I do if I find new damage since lodging my claim?
There’s no need to immediately reach out if you find anything new. Just make a note of the problem and take photos. The next time we’re in touch, let us know about it and we’ll include all the details in your claim.
If a different part of your home is damaged by another event, please lodge a new claim online.
Do I need to complete any maintenance before my repairs commence?
Your claims manager will let you know if you need to complete any maintenance before repairs can start. This is because maintaining your property is your responsibility, as outlined in your policy documents.
Is removal of debris covered?
If we accept your claim, we’ll cover the reasonable and necessary costs of demolishing and removing damaged parts of your home. This includes fallen trees if they’ve damaged your home.
You can find your policy limits for removal of debris in the PDS or talk to our dedicated claims team is you have questions.
If my home is damaged, can I use my own home repairer?
You can use a builder from our supplier network or select your own builder to repair or rebuild your home.
If you choose to use your own builder, we’lll cash settle your claim. The amount we pay may be less than what it could cost you to arrange the repairs or rebuild with your own builder. This is because we can secure discounts within our builder supplier network.
To learn more, refer to the PDS.
Is temporary accommodation covered?
It depends. Your temporary accommodation benefit covers reasonable and necessary costs if your home is unsafe and can’t be lived in.
It’s important to check your policy documents to understand your temporary accommodation benefit.
These documents, along with your Certificate of Insurance, explain your benefit limit and if any exclusions apply.
What is a cash settlement?
A cash settlement is the money we may offer to settle your claim. This amount could cover some or all of your claim.
If you accept a cash settlement, we’ll pay you the amount it would cost us to repair the damage or replace any items, or the amount of a quote assessed and approved by us. You’ll be paid by cheque or direct deposit into your bank account, or if available, you can choose to be paid with a voucher, store credit or store value card.
Please keep in mind that:
- the quoted amount may be less than what it costs you to fix or replace the item. This is because we’re able to secure discounts from our supplier network.
- our lifetime warranty on the workmanship will not apply to repairs organised by you.
For more information, please speak with your claims manager.
How is a cash settlement amount calculated?
Your cash settlement is based on relevant repair, replacement, or rebuilding costs. Please see your PDS for more details. If this cost is greater than the sum insured on your Certificate of Insurance, the cash settlement will be your sum insured amount minus any required taxes or charges.
What happens if I realise later that the cash settlement amount isn’t enough?
If you’ve settled your repairs with cash, it’s possible further damage not included in your settlement of your claim is found. If this occurs, please cease any repair work and contact us immediately. We’ll then assess the additional damage. If we determine it was caused by the insured event and covered under your policy, we’ll make an additional payment to complete your repairs.
What should I consider if I wish to accept a cash settlement?
If you have a mortgage, please contact your lender before accepting a cash settlement to discuss the payment. For more information, please refer to the ABA fact sheet [65.4 KB].
It may also be helpful to keep in mind that when an item is repaired by Apia, the repair work is guaranteed by us. If you choose to repair or replace the item yourself, we can’t guarantee this work.
You should consider obtaining legal or financial advice prior to accepting a cash settlement.
Am I entitled to a cash settlement?
Yes. You can choose a cash settlement for your claim subject to the terms of your policy and policy limits. If this applies to you, the cash settlement amount will be based on the assessed quote less any applicable deductions.
How will you repair my home insurance claim?
Our network of repairers and suppliers will restore your home to the condition it was in prior to the loss or damage for which you’re claiming. After assessing your home, we will create a scope of work.
A Scope of Work is a detailed summary of the work that will be undertaken to repair or rebuild your home.
After you’ve signed your Scope of Work, our builder will confirm the start and estimated completion dates. Your Claims Manager will also keep you up-to-date on the progress.
Why do I need flood cover when I'm not in a flood zone?
After frequent unpredictable flooding in recent years, it’s important that we provide you with flood cover even if it seems unlikely a flood will occur at your address.
Is the cost of a generator covered?
To help keep you in your home, we can cover the cost of a generator if this means you don’t need temporary accommodation.
Your claims manager can share more details, such as limits.
If my home is inaccessible or unsafe to live in, what should I do?
First, make sure everyone is safe and out of danger. Then make a claim and let us know if and if you require emergency assistance.
If you have a Apia Home Insurance policy and can’t live in your home after an insured event, you may be entitled to cover for reasonable and necessary temporary accommodation costs for the time it takes to repair or rebuild your home so it can be lived in again.
What is a scope of work?
A scope of work is a detailed summary of the work that will be undertaken to repair or rebuild your home. This includes the repairs that will be made in each room and the materials used. The scope of work will be updated as needed.
Your assessor, builder or claims manager will explain your scope of work and provide you with a copy for your consideration. Remember, your repairs or rebuild cannot commence until you have signed your scope of work.
What is a Confirmation of Transaction?
A Confirmation of Transaction is a summary of the activities that relate to your claim, such as a cash settlement, repair or replacement. If you’d like a copy, please contact your claims manager and they’ll give you a copy when your claim is finalised.
Our network of repairers and suppliers will restore your home to the condition it was in prior to the loss or damage for which you’re claiming. After assessing your home, we will create a scope of work.
A Scope of Work is a detailed summary of the work that will be undertaken to repair or rebuild your home.
After you’ve signed your Scope of Work, our builder will confirm the start and estimated completion dates. Your Claims Manager will also keep you up-to-date on the progress.
Motor
What photos are needed to help progress my motor claim?
To help us progress your motor claim, try to send us images of:
a three-quarter front view of your vehicle
a three-quarter rear view of your vehicle (taken from opposite side of your front image)
a rear view clearly showing your number plate
any identifying car model badges (GLi, TDi, etc)
VIN number
your car’s interior from a few different angles
your odometer
the compliance plate (the build date of your car), and
a wide shot of damaged area.
What should I do if my windscreen or windows were cracked or smashed?
It’s against the law to drive a car with a major windscreen crack, so our motor claims specialists will organise towing. In the meantime, try to cover your windows or windscreen.
What should I do before I take my car into be assessed?
Please remove all personal items from your car before attending your appointment and bring your registration papers with you.
We’ll help you make travel arrangements should you need to leave your car.
How long will it take to assess my car?
The appointment should take approximately 15 minutes. We’ll confirm next steps with you after the assessment.
What happens if my car isn’t repairable?
Laws vary across Australia regarding when a vehicle needs to be written off, so we’ll let you know if your car is repairable and talk you through your options after it’s assessed.
Will I get a hire car while my car is being repaired?
It depends on your policy. Please check your policy documents or speak to your claims manager.
How do you repair my car?
Depending on the damage, we’ll either use conventional or paintless dent repair (more on this in the FAQ below). We will confirm this with you after your car assessment is complete.
What is paintless dent removal?
Paintless dent removal (PDR) is a less intrusive way of repairing vehicle damage. It involves pushing dents out of damaged panels to restore them to their original condition.
With PDR, most vehicle components don’t need dismantling and little to no repainting is required. This means, on average, PDR repairs have around a 50% shorter turn-around when compared to conventional methods.
Resilient Homes Fund (QLD)
I’m a Queensland flood affected resident. Is there government support available for me?
The $741m Resilient Home Fund program is jointly funded by the Queensland and Australian Governments and supports resilience measures in Queensland.
The following events, as prescribed by the government, are covered by the program:
- 10 November to 3 December 2021 | Central, southern and western rainfall and flooding
- 29 December 2021 to 10 January 2022 | Ex-tropical cyclone Seth
- 22 February to 7 March 2022 | South-east Queensland rainfall and flooding.
If you’re unsure of your eligibility, please contact the Resilient Home Fund for more information.
How do I know if I am eligible?
The government defines eligibility criteria for the Resilient Home Fund as follows:
- Your home is within one of the local government areas activated for Disaster Recovery Funding Arrangements.
- You are the owner-occupier or landlord of the home for which you are applying for funding.
- The home is a residence (house/unit/duplex), not used primarily for business purposes.
- The home was inundated by water in liveable rooms or areas during the 2021–22 rainfall and flooding events listed below:
- central, southern, and western Queensland rainfall and flooding – 10 November to 3 December 2021
- ex-tropical cyclone Seth – 29 December 2021 to 10 January 2022
- south-east Queensland rainfall and flooding – 22 February to 5 April 2022.
Please contact the Resilient Home Fund for more information about eligibility criteria.
How does the program work?
Funding will be used to repair, retrofit, raise, or buy back homes within local government areas impacted by the events covered by the Resilient Home Fund. Visit the Resilient Home Fund to learn more about the categories covered by the fund.
Do you apply for grants on my behalf?
No. Apia can’t apply for a grant on your behalf and has no influence over who is eligible for a government grant. Deciding whether to apply is up to you.
What if my claim is already finalised and I think I might be eligible?
You may wish to register your interest even if your claim has been finalised. This is because you’ll deal with the government directly on all aspects of the program.
Where can I find more information about the Resilient Home Fund grant?
For more information on grants, visit the Queensland Government’s Resilient Home Fund Program website.