All Categories ​>​ ​Home Insurance ​ > ​ ​Making a claim ​ > ​ ​Claims assessment, settlement, repairs etc.

What happens in an assessment?

During an assessment, we look over your property or items to determine what the damage was caused by and how much damage there is.

How long does a home claim assessment take?

If one of our assessors comes to your home, it’ll take them roughly 30 to 60 minutes to complete their assessment of the loss or damage to your home and/or contents.

What if I can’t stay at home?

If your home is unliveable due to an insured event, don’t worry. We can arrange temporary accommodation for your family and pets while your home is being repaired - up to 10% of your sum insured, for…

What are exploratory costs?

Exploratory work is required to expose concealed leaks that are often found underneath walls or in floors. If a claim is accepted, we will pay the reasonable cost of exploring to find the source of the leak.

What is a leak detection test?

If we are unsure where a leak is coming from, we can arrange a Leak Detection Test. This is a non-invasive series of tests that are used to determine where a leak is coming from. If we arrange this for you, we will cover the cost of the completed test.

What happens after the assessment?

Once our assessing team has inspected your home, we will review their report, including photos and the overall Scope of Works.

Can I throw out damaged items?

Disposal of any damaged items is covered as part of your insurance policy, so we can take care of that for you. While we ask that you do not throw anything out, it’s always best to speak with our claims consultants first.

How long do home insurance repairs take?

It depends on the extent of your home’s damage, the availability of materials, and our builder’s workload. The builder will be able to give you an estimated timeframe and, once the repairs get underw…

Will my storage costs be covered while my home is being repaired?

Yes. We’ll pay the costs of reasonable and appropriate storage of your contents in a commercial storage facility if they cannot reasonably be stored at your temporary accommodation or remain in the home.

How do you decide whether to repair or replace damaged contents?

If a damaged item can be repaired quickly, easily and economically (e.g., a television), we’ll repair it. If it’s uneconomic to repair or damaged beyond repair, we’ll replace it with a new one.

Can I get a home insurance cash payout instead of repair or replacement?

Following discussion with you, we will repair or replace the damaged property or pay you the reasonable amount it would cost to repair or replace the property.

Who will be my main point of contact during the repairs to my home?

The building contractor, who will answer any questions you have about the repairs and keep you updated on progress.

Does Qantas Home Insurance guarantee the repairs?

Yes – we guarantee the quality of authorised repairs, including the workmanship and materials.

Who will repair my home?

Qantas Home Insurance has a panel of qualified and licenced builders across the country. Our panel of builders and suppliers undergo strict selection criteria and ongoing performance reviews to ensure they align with our expectations and values. This means that when we send someone to your property, they will maintain professional conduct and endeavour to treat your home as if it was their own.

Can I use my own repairer?

As a Qantas Home Insurance customer, you’ll be pleased to know that you have access to our repairer network, which offers a lifetime guarantee on the workmanship provided in repairing your home.

Can I choose who replaces my damaged contents?

Our panel of suppliers can arrange replacement items for you, or you can receive store credits to pick out your replacement items.

If only part of a room is damaged, can you ensure that the replacement materials will match the undamaged part?

We will only pay to repair or rebuild the parts of your home or contents that are damaged or destroyed. We cannot replace undamaged parts of your home or contents unless it’s specified in your policy documents.

What is the Scope of Works?

The Scope of Works is a detailed list of the repairs needed to restore your home. It identifies the types of material, dimensions, and areas of your home to be repaired.

Why am I getting a contract that I need to sign?

The contract gives the tradespeople permission to carry out the work outlined in the Scope of Works at your property.

How will my home insurance claim be settled?

Upon acceptance of your home insurance claim, we’ll appoint a Qantas Home Insurance team member to take care of the repairs to your home.

Are home insurance claim payouts taxable?

According to the Australian Taxation Office (ATO), home insurance claim payouts are not considered income and so do not need to be declared in your tax return.

How do I complain about the decision to deny my home insurance claim?

If you’re unhappy with any decisions or actions — including a denied claim — you may make a complaint.

Why is home maintenance not covered?

Home insurance is designed to cover the costs of unexpected damage. Gradual damage to your property due to lack of maintenance usually isn't covered because it could have been avoided with regular maintenance.

Powered by HelpDocs (opens in a new tab)