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Tips on dealing with insurance after a disaster

  • When it is safe to return to your property, you should make your own initial assessment of damage to your property. If damage has been suffered you should make contact with your insurer or insurance broker as soon as possible, so that the claims process can commence as quickly as possible.
  • Don’t be concerned if your insurance documents have been lost or damaged. Insurance companies keep records electronically and only require the policyholder’s name and address in order to locate a policy.
  • The Insurance Council has advised that anyone who may be having difficulty finding their insurance documents, or who have queries about who their insurer may be, can contact the Insurance Council on 1300 728 228 for assistance.
  • The Investment and Financial Services Association (IFSA) has advised that affected individuals, or relatives and friends of people affected by natural disaster, who are unable to determine who their life insurer is can contact IFSA on (02) 9299 3022.
  • If you are having difficulty with your insurer regarding your claim, you can contact the Financial Ombudsman Service on 1300 78 08 08. The Financial Ombudsman Service is an independent dispute resolution service approved by ASIC and provided free to consumers.

Additional resources:

  • See the Law Handbook: Natural Disasters and Insurance
  • See our factsheet on Floods and Insurance
  • You can contact the Insurance Council's Catastrophe Claims Unit hotline on 1800 734 621 or online to discuss your claim.
  • If you are having problems with your insurer, please seek legal advice. In particular, if you have advised your insurer of a claim and have not been given a claim number or been told that you do not have a claim, you need advice urgently.

  • Please call the Legal Helpline on 1300 366 424 for free legal help.