Home & contents claims

Storm or flood damage to your home: what to do and what to gather

Photograph the damage, stop it getting worse, and keep what's damaged.

For life-threatening emergencies call 000. For storm and flood help call the SES on 132 500.

Do this first

1. Stay safe, and keep away from floodwater, fallen powerlines and damaged structures Have an electrician check anything wet before you switch the power back on.
2. Photograph and film the damage before cleaning up Every affected room, the roof or outside if it's safe, and any water lines.
3. Take reasonable steps to stop further damage, and keep receipts A tarp over the roof, moving belongings upstairs. Insurers expect you to limit the loss.
4. Keep damaged items until your insurer has seen them or says otherwise
5. Contact your insurer to start the claim Big weather events mean long queues, so do it early.

Who to tell

• Your insurer: Start your claim promptly after the event.
• The SES on 132 500: Storm and flood help, including temporary repairs. Not for life-threatening emergencies.
• Your council or strata manager: If the damage affects shared areas, trees or drains.

What to gather

• Photos and video of all the damage. Shows what was damaged and how badly.
• The date of the event and what happened. Ties the damage to a specific storm or flood.
• Receipts for emergency repairs and protection. Reasonable emergency costs are usually covered.
• A list of damaged belongings with values. For contents claims.
• A weather warning or news report for the day. Supports that the event occurred.
• Photos of the home before the event. Shows its condition, such as a sound roof.
• Maintenance records for the roof, gutters and drains. Insurers can ask whether the damage came from wear and tear.
• Repair quotes. Helps assess the cost.
• Accommodation receipts, if you can't live there. If your policy covers alternative accommodation.

Things that catch people out

• Whether damage counts as 'storm' or 'flood' can change what's covered, so use your policy's exact definitions.
• Wear and tear and poor maintenance are common exclusions. Say honestly what condition things were in.
• Don't start permanent repairs before your insurer agrees, other than essential emergency work.

General guidance only. It isn't your insurer's requirements or financial advice. Always check your policy documents and your insurer's instructions.