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Storm damage insurance claim · Australia

Storm damage insurance claim — your loss by item and the dates your insurer must keep

Short answer. The storm date, the day you lodged the claim and what was damaged: you get the amount to claim after your excess and the dates from the General Insurance Code of Practice — progress updates at least every 20 business days and a decision within 4 months. Progress updates: at least every 20 Business Days (General Insurance Code of Practice, para 70).

 

  • First progress update due (at least every 20 business days)type the date
  • Decision due (4 months after the insurer received your claim)type the date
  • Longest time, only in the cases the Code lists (12 months)type the date

Remind me 3 days before

Working days: Monday to Friday; public holidays are not deducted. Check your own case.

General Insurance Code of Practice, paras 70, 77–78. Business days are Monday to Friday; public holidays are not taken out.

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Storm damage insurance claim

Your loss by item — and the dates your insurer must keep

The storm date, the day you lodged the claim and what was damaged. You get the amount to claim after your excess and the dates from the General Insurance Code of Practice: progress updates and the decision.

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  1. Today: photos and video of every damaged room and item before cleaning up; keep receipts for tarps and make-safe work.
  2. Lodge the claim and write down the claim number; send the letter below with your loss schedule.
  3. No update in 20 business days, or no decision in 4 months: complain to the insurer in writing — it must decide within 30 calendar days; then AFCA.

General Insurance Code of Practice (Insurance Council of Australia, insurancecouncil.com.au/cop): the insurer tells you about the progress of your claim at least every 20 Business Days (para 70); the decision is made within 4 months of receiving your claim (para 77) — within 12 months only in the listed cases, such as an Extraordinary Catastrophe (para 78); a complaint is decided within 30 Calendar Days (para 147); after a catastrophe you have 12 months from finalisation to ask for a review (para 90). Business days here are Monday to Friday, public holidays not taken out. Your policy decides what is covered.

Lida, Layers template assistant

Lida, Layers template assistant

Give me the storm date and your list, and I will put the insurer's due dates in your calendar.

Photos first, cleaning second.

Deadlines

The rules, with the source

WhatDeadlineSource
Progress updatesAt least every 20 Business DaysGeneral Insurance Code of Practice, para 70
Decision on your claimWithin 4 months of receiving your claimCode of Practice, para 77
Longer decisionWithin 12 months only in the listed cases, such as an Extraordinary Catastrophe; you are told in writingCode of Practice, para 78
Your complaintDecided within 30 Calendar DaysCode of Practice, para 147
After a catastrophe12 months from finalisation to ask for a review of your property claimCode of Practice, para 90

The Code binds the insurers that subscribe to it; your policy decides what is covered and your excess. After the insurer's complaint decision, or if it does not decide in time, you can go to AFCA.

Step by step

What to do, in order

  1. 1

    Make safe and record

    Photos and video of every damaged room and item, before cleaning up; keep receipts for tarps and make-safe work.

  2. 2

    Lodge the claim

    Call or lodge online; write down the claim number and the date.

  3. 3

    Send the loss schedule

    The letter below with your list by item — building, contents, accommodation, emergency repairs.

  4. 4

    Watch the dates

    An update at least every 20 business days; a decision within 4 months.

  5. 5

    Complain in writing

    No update or decision in time, or you disagree: the insurer decides your complaint within 30 calendar days.

  6. 6

    Then AFCA

    If you are still unhappy, the Australian Financial Complaints Authority.

Questions

How long does an insurer have to decide a storm claim?

Under the General Insurance Code of Practice, within 4 months of receiving your claim; within 12 months only in the cases the Code lists, such as an Extraordinary Catastrophe.

How often must they update me?

At least every 20 business days (para 70).

What if I disagree with the decision?

Complain to the insurer in writing — it decides within 30 calendar days (para 147). Then you can go to AFCA.

Official sources

Other documents

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This is a loss schedule and a letter, not legal advice. Your policy decides what is covered; the Code applies to insurers that subscribe to it.