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Insurance / Home insurance / How to make a home insurance claim

Urgent support

If your home is at risk of further damage or you’re unable to live in it, call the Emergency Claims Assistance line anytime on 13 1361. 

The most important thing is everyone’s safety

  • Do:

    • Call 000 in an emergency. If your home was broken into or vandalised, and there is no immediate risk, contact your local police station
    • If safe to do so, secure your building and contents. Do what you can to prevent further loss or damage
    • Take details at the scene of anyone else involved, or witnesses, as well as photos of the property damage

  • Do not:

    • Approve any repairs, except essential repairs needed to minimise or prevent further loss or damage
    • Dispose of any damaged property
    • Offer compensation or agree to pay damages to other parties

How to claim

1. Review your policy

Check your policy documents to see details of your sum insured, excesses and listed items.

The Home Insurance Product Disclosure Statement (PDS) can explain more about insured events and limits.

These documents would have been sent to you at purchase or renewal.

Alternatively, log on to NetBank to view your policy cover details.

Log on to NetBank

2. Prepare your claim

Have your policy and personal details ready, along with details of the loss or damage.

These details can help speed up your claim:

  • Policy number
  • Valuation certificates or receipts
  • Details on make and model
  • Purchase price and
    replacement costs
  • Photos showing damage
  • A police report, in the case
    of theft or vandalism

3. Submit your claim

You can lodge your claim online 24/7 in the My Claims Portal (accessible through NetBank or the CommBank app).

The Claims team will contact you to advise the next steps for your claim.

Alternatively, you can make a claim by calling 13 1361.

Claim online

The claims process

Once you lodge your claim, you will be updated on its progress and/or to confirm any details.

The claims process differs based on the type of claim and the event that has occurred.

Overall, the process may include:

  • Emergency help to secure the property, prevent further damage or provide temporary accommodation
  • Home claim assessment to determine the cause and the extent of the damage. This can take place virtually or in person at the property
  • Claim decision reviewing the assessment against your cover details. If required, a detailed scope of works may be prepared
  • Cash settlement or repairs are approved. This is when you will need to pay your excess
  • Resolution of the claim occurs once cash settlement or repairs are completed

Home insurance guides and tips

What home insurance doesn’t cover

While home insurance provides broad coverage, there are limits to the benefits available under your policy. 

Read nine common policy exclusions

Review your policy

Check the PDS to get familiar with your home insurance policy and ensure the cover suits your needs.

Read the Product Disclosure Statement
What is an insured event?
What is an excess?
How can I maintain my home?

Affected by a natural disaster or weather event?

You may be eligible for our Emergency Assistance Package.

Emergency Assistance

Are you experiencing financial difficulty?

Get help

We can help

Things you should know

  • Home Insurance is provided and issued by Hollard Insurance Partners Limited ABN 96 067 524 216, AFSL 235030 (Hollard) and distributed by the Commonwealth Bank of Australia ABN 48 123 123 124, AFSL 234945 (CBA). Hollard is not part of the CBA Group. CBA and its related entities do not sell, issue or guarantee the obligations or performance of Hollard or the products Hollard offers and this insurance product does not represent a deposit with or liability of either CBA or any of its related bodies corporate. If you purchase a Home Insurance policy, CBA is paid a commission which is a percentage of your premium.

    For products issued by Hollard, information about the target market can be found within the product’s Target Market Determination available here.

    This information has been prepared without considering your objectives, financial situation or needs.  You should, before acting on this, consider the appropriateness of the product to your circumstances. A Product Disclosure Statement (PDS) is available at all Commonwealth Bank branches, by downloading them from commbank.com.au or by calling 13 2423 and should be considered before making any decisions about this product. You should also read the Premium, Excess and Discount Guide (PEDG), Key Facts Sheets (KFS), and Financial Services Guide (FSG) by clicking on the links, or by calling 13 2423 for a paper copy.

    Hollard is a signatory to the General Insurance Code of Practice, for more information on the code visit www.codeofpractice.com.au.