If you can't live in your home after an incident covered by your policy, you may be entitled to reasonable temporary accommodation costs until your home is rebuilt or repaired for up to 10% of the home sum insured. If you’re not sure whether this applies to you, check your policy documents or get in touch with us to discuss your options.
Bushfire support
Find out how to get support after a bushfire
How to contact Apia after a bushfire
We're ready to help and are working as fast as we can to provide the support you need.
Our Claims Team will be in touch with you soon after your claim is lodged.
In the meantime, you can view your claim and communicate with your claim manager in your Apia My Account.
For all other enquiries visit our Contact page.
Ways we can help
How you can learn more
Our Customer Brochures include information about our claims process and other valuable topics, as well as frequently asked questions. Click below to learn more.
FAQs
If we accept your claim, we'll cover the reasonable and necessary costs to demolish, remove and dispose of any damaged parts of your home.
We may also cover removal and disposal of the debris which caused damage to your home, based on your policy benefits and related limits. This may include removing trees or parts of trees where they’ve caused insured damage to your home.
You can find more information, including the applicable limits in the Product Disclosure Statement (PDS) or speak with our claims team.
We can cover the cost of a generator if we’ve approved your temporary accommodation arrangement. Your claims manager can share more details, such as limits.
It depends. If your home isn’t safe to stay in, your temporary accommodation benefit may cover reasonable and necessary costs while it 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.
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 let you know what the next steps are for your claim. In some instances, we’ll organise for an assessor or builder 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
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.
Third party claims representatives (also called claimant intermediaries) often visit communities after weather events, such as hailstorms, cyclones, and floods.
To learn more, visit:
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.
Available support
Emergency response services
For more up-to-date information in your area, consider checking your local emergency service’s Twitter or Facebook account.
