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Can I pay my excess later?

We’ll ask you to pay the excess before we repair and/or replace your home and/or contents. Paying the excess upfront allows us to get started on your claim straight away. And if you are unable to pay upfront, please let us know so we can work with you to provide support.

What if I can’t afford to pay the excess?

We are committed to supporting customers in financial hardship and our team will work with you to provide the support that is aligned to your specific circumstances. We have a range of options available to support you which may include temporarily postponing a payment, collecting payment in instalments, or arranging direct payment of a claim expense.

Do I have to pay an excess when I was not at fault?

Yes, you do have to pay the policy excess even if you are not at fault. In some instances, we may be able to hold another party liable for the claim and attempt to recover the funds associated with the claim. In the instances where we are successful, we will arrange to refund your excess.

What is my excess for a claim if I have Landlord Options covers?

If your policy includes optional Landlord Cover, then an additional excess on top of the basic excess will apply. The additional excess is equivalent to 4 weeks’ rent. All excesses that may apply are stated on your Insurance Certificate.

Can I change my home insurance excess?

Yes – Qantas Home Insurance policyholders can change their Basic Excess at any time; it can be any amount from $100 to $5,000. If you increase your excess, it can lower your premium (and vice-versa). To change your excess, contact us or log into your online account and edit your policy.

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