Flood & Storm support

If your home has flooded fully or partially, or rain has damaged your carpet, furniture or contents, you don't need to contact us right away or wait for an assessor to take the next steps. If it's safe to do so, please:

• Create a detailed list of damaged items, including either the make and model (if known) or a brief description of each item
• Take photos of damaged items

If you need to remove damaged items from the home, ensure you only do so where safe. If carpets are removed, where safe, keep a small sample

Please tell us about any damaged items the next time we speak. We'll work with you to make sure everything is included in your claim.

Please tell us about any new damage the next time we speak. You don’t need to contact us straight away.

Just make a note of the problem and take photos.

If a different part of your home is damaged by another event, please lodge a new claim online.

Our claims team will confirm the next steps for your claim. This may include us booking an assessment, arranging for repairs or replacements from a restorer, and/or discussing payment options.

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. 

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.

Yes. 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’ll cash settle your claim.

Please keep in mind:

• the quoted amount can be lower than the cost to repair or replace the item, as we’re able to secure discounted rates through our supplier network.
• our guarantee on the workmanship will not apply to repairs organised by you.

To learn more, refer to the PDS.

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.

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 - www.apia.com.au/thirdpartyclaimsreps

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.