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Customer claim stories

Helping hands in tough times

Westpac Home and Contents Insurance helps thousands of Australians each year recover from emergencies – big and small.

Through our local branches, disaster recovery teams, claims consultants, damage assessors, building contractors and case managers, we do whatever we can to help customers in their hour of need, and support them every step of the way as they rebuild and recover.


“Westpac was nothing but wonderful. We had a foot and a half of water all the way through our home. It was stressful for our family and our international student but I called Westpac straight away and knew everything would be OK.

Within 7 weeks they’d paid our claim so we could order new furniture and start rebuilding.

We moved back home 5 weeks later and things are better than ever. You can’t go through life and wonder whether you’re covered or not, it’s absolutely not worth it.”


Tracey, Jamboree Heights, Queensland


“We did not for one minute think our house would go under, so when it did, it was a shock to the system. As all our files were under water, we were not sure we would be covered. Westpac was very understanding and couldn’t do enough to reassure us that all would be okay. We can’t speak highly enough about our treatment with Westpac.”


Ian & Margaret, Rochester, Victoria


Brett got more than a manicured lawn from his Sunday gardening chores when his whipper snipper flicked up a loose rock and smashed it through the glass lounge room door.

Their Quality Care policy covered accidental glass breakage so Susan phoned to make a claim the next morning. A glass contractor was at the house the same day replacing the door and clearing away all the broken glass. In fact, the claim was completed within 24 hours.*


Brett & Susan in Cleveland, Queensland – accidental glass breakage


For Sandeep and his wife, it was just meant to be a quick dinner out before heading off on holidays in a few days. But when they returned home, they found their front door smashed in and their things scattered all through the house. Burglars had ransacked their home and stolen valuable personal items including jewellery, a mobile phone, and even their packed suitcase.

Fortunately, having Westpac Home and Contents Insurance meant they could get the front door repaired the next day, and they received some replacement items and money to buy the others in time for their holiday. Sandeep even sent in a holiday snap with his replaced camera.*


Sandeep in Surry Hills, New South Wales - burglary


Jing and Simon were among the hundreds stranded after severe storms and flash flooding.

When they were able to return home, they found all their treasured possessions destroyed – their antiques, their art collection, the kids’ favourite things and more.

Westpac Home and Contents Insurance immediately arranged accommodation in a self-contained apartment close to home for Jing, Simon and their three children. Within days, assessors visited and estimated the cost to repair damage to the house at $100,000. Within two weeks, we paid Jing and Simon the $86,000 their contents were insured for so they could start ordering new things to furnish their home.

Once their home had dried out, repairs got underway to get the family back in and get things back to normal as soon as possible.*


Jing & Simon and Rochester, Victoria – storm and flood damage


Nearly 70 homes were destroyed when a grass fire, ignited by a spark from an angle grinder and fanned by 70 kilometre-per-hour winds, spread through neighbouring properties.

Devastatingly, John’s home was completely burnt to the ground and he lost everything. Fortunately his Westpac Home and Contents Insurance supported him quickly with temporary accommodation, paid in advance for 12 months. It also paid to remove the debris left after the blaze, as well as fees to architects and engineers to help in redesigning his new home.

These additional benefits totalled $67,000 on top of the amount he had insured his home and contents for – a much appreciated bonus. John’s claim progressed quickly and smoothly and his total policy payout of $431,000 was made within 6 weeks.*


John in Roleystone, Western Australia – bushfire damage


Noel was 83 years old and had lived in Rocklea all his life. Hundreds of homes and businesses in his suburb were inundated with water in the flood.

Noel’s house was flooded with a metre of toxic, muddy water contaminated with chemicals and sewage, so even after the flood water receded it wasn’t safe for him to live in. But Noel was still in shock and reluctant to have his home and life invaded by builders and painters.

Our assessor saw Noel’s anguish – being frail and partially invalid, his life had just been turned upside down.

After talking his concerns through with the assessor, Noel agreed that it was best for him to move out and stay with his family for a month while the reconstruction work was completed. He was grateful for the compassion and empathy he received at this traumatic time.

Noel’s home partially stripped to allow it to dry. Industrial strength fans helped to speed up the process before building work totalling approximately $50,000 begun.*


Noel in Brisbane, Queensland – flood damage


Read more

How much home insurance cover do I need?

When it comes to insurance, many of us undervalue our home and all the things we've collected over the years, so it pays to invest a little time in working out their value accurately and keeping it up to date. Knowing what to include in valuing your home and contents can help you determine the right amount of cover.


What is covered by my home insurance policy?

Insurance is really about confidence. You want to be sure you can get things back to normal, if the unexpected happens. Find out how you can learn more about your policy. 


Things you should know

* Names and details have been changed to protect customers’ privacy.

Home and Contents Insurance Product Disclosure Statement (applicable to policies issued on or after the 20 August 2021 or renewed on or after the 5 October 2021) (PDF 609KB)

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