Repairing your home

What happens after you lodge your claim?

After you lodge a claim one of our team will be in touch with you within 48 hours to discuss your claim and advise you of next steps. This may involve the appointment of a loss adjuster or an IAG approved contractor to assist you with your claim. They may need to schedule a site inspection to view the damage, in which case they will arrange a time convenient to you. Should you prefer to use your own contractor, we may ask you to obtain a quote or a damage report from your contractor, to assist us with your claim.


How are site inspections booked?

If a site inspection is required, a member of our team will contact you to schedule a time convenient to you.


Haven’t heard from anyone to book a site inspection yet?

If we have been unable to get hold of you, or you have not been contacted to schedule a site inspection, please contact our claims team on 0800 HAILST. The time it takes to complete the site inspection will depend on the severity of the damage and access to it. In some cases, we may need to appoint specialists i.e. a roofer, scaffolding or asbestos experts, which may require a further visit. Once all the necessary information is to hand, we will be in touch to outline the scope of work and to discuss settlement options.


How are repairs booked?

The repairer will be in touch with you directly to discuss the start date. They will schedule a time that is convenient for you that also takes in account other bookings and availability of any materials required for your repair. The contractor will request that the policy excess is paid to them before repairs commence. The balance of the repair cost will be invoiced to us at the conclusion of the work.


Want to use your own repairer?

Once our team validates your repairer’s quote, we will contact you to discuss the option of cash settling your claim, per the terms of your policy.


How long will repairs take?

Due to the size of the hail event, we do have higher than normal claim volumes. As such, repair timeframes will likely be longer than normal. The expected timeframe will be discussed with you by the contractor when they contact you to book a date to start the repair work.


Payment of excess

You do not need to pay anything up front. Any excess will be either paid at the time of repair to the repairer prior to the commencement of the repair work, or in the case of a cash settlement, the excess will be deducted off your settlement. To find out more about your excess please check your policy schedule and wording.


What happens after repair

After you have paid your excess to the contractor and the repair has been completed, we will contact you to ensure you are happy with the repairs and workmanship. We will settle the remainder of the costs with the repairer and the claim will be closed.


Other FAQs

What is the process for my pleasure craft claim?

Once you’ve lodged your claim we will be in touch to arrange and complete assessment of the damage to your pleasure craft. Once the assessment has been completed we will discuss the timeframe, the scope of the required repairs, settlement options and next steps with you. If your pleasure craft is being repaired, please contact the repairer with any questions related to the progress of your repairs

What is the process for my business assets claim?

Once you’ve lodged your claim we will be in touch to arrange and complete assessment of the damage to your business assets. Once the assessment has been completed we will discuss the timeframe, the scope of the required repairs, settlement options and next steps with you. If your business assets are being repaired, please contact the repairer with any questions related to the progress of your repairs.

What is the process for my contents claim?

Once you’ve lodged your contents claim we will require an itemised list of the damaged contents along with proof of damage and ownership and replacement or repair costs. Once we have this we will arrange for replacement or cash settlement depending on the nature of the contents, and your policy wording. If you have any questions about your claim or how it is progressing please give our claims team a call on 0800 100 200.