Insurance Flood insurance claim information

Home and Contents Insurance information for customers affected by flooding

We’re committed to getting your home back to normal as quickly as possible.

Westpac Home and Contents Insurance policies cover flood across all levels of cover and we want you to know that assistance is just one phone call away.

To claim on your policy, simply call us on 1300 369 989 – this is the fastest way to claim

At a time like this, we’ll do everything we can to help get your home back to normal, so... 

• We’ll arrange various experts to help in the claim process
• When we’re assessing and finalising your claim, we’ll use practical common sense
• If you can’t show evidence of your losses, we’ll work with you to help itemise things
• We’ll start on temporary repairs to make homes safe to live in as the highest priority this includes repairing any damaged windows and/or glass doors.

3 steps that may apply in getting your property back to normal

1. Assessment 

• An assessor will contact you to visit, inspect and report on any damage to your property which will also include working with you to help itemise any lost or damaged possessions
• In finalising accepted claims for your contents, we’ll replace items or pay cash into your account or pay you by cheque
• In finalising accepted claims for your home itself, the following process will begin or we’ll pay cash into your account and/or mortgage.

2. Scope of works

• Once we can access your home, our assessor or a building consultant will prepare a scope of work document for repairers to follow, detailing all the work needed to restore your home.

3. Repairs and rebuilding

• An approved and fully licensed builder will begin repairing/rebuilding, overseen by our assessor. We fully guarantee these repairs/rebuilding works
• Alternatively, you can propose your own builder – but they must meet the required standards (registered & licensed building practitioner) and we recommend you confirm their building guarantee and availability in case of future problems as we’re unable to guarantee work from your own builder.

Claim help
If you have any questions or concerns at any time after making your claim, please call your case manager on 1300 369 989, with your case number handy.

Frequently asked questions

1. How long will it take for my claim to be settled and for repairs to be complete?
There’s no definitive answer. As soon as we can, we’ll commence temporary repairs. Complete repairs can then start, however there may be some delays to allow for drying time, adhering to building regulations and the high demand for builders and materials.

2. Can I move back in while repairs are underway?
This depends on the extent and nature of damage and your assessor will discuss this with you.

3. What if I have noticed additional damage?
Please notify the consultant so that they can assess the damage and include it in the Scope of Works if necessary.

4. What if I have recently renovated my place and have the plans/measurements?
Please provide these to the consultant as it can assist in preparing the Scope of Works. Alternatively please provide the consultant with the builder’s/architect’s contact details.

5. How will I know everything is covered in the Scope of Works?
Once the Scope of Works is complete, your assessor will give you a copy and the opportunity to discuss the details. This is an important stage as the Scope of Work will form the basis of the reconstruction contract you’ll sign with the builder.

6. What if I have my own builder that I would like to use?
We use a number of approved builders who comply with State regulations and we’ll fully guarantee their repairs. However, please discuss with your assessor if you wish to use a specific builder, bearing in mind the need for that builder to meet the required standards. We also recommend you confirm their building guarantee and availability in case of any problems in the future, as we can’t guarantee their repairs.