What to do next
If your home or car has been affected by flooding, remembering the below steps may help you stay safe and minimise damage.
Already lodged a home insurance claim? Find out what happens next.
If your home has been affected by flooding
Step 1
Make sure you and your loved ones are safe.
It may seem obvious, but the obvious things can get missed at stressful times. Make sure you’re getting any support you need, practically, medically and emotionally.
Step 2
Don’t go inside until the water has subsided.
The water should be below the floor level of your property, so you can check for any damage – and uninvited guests, like snakes. Always heed the advice of emergency services, and if you’ve evacuated, don’t return home until the authorities let you know it’s safe to do so.
Step 3
When it’s safe and if possible to do so, take photos and/or videos of your home and the things inside.
These can help you establish the type and extent of damage when lodging your claim.
Step 4
If possible, keep samples of materials and fabrics.
Show these to your assessor as part of your claim — for carpet, around a square metre should be fine - unless of course it poses a risk to do so.
Step 5
Make a list of damaged items.
If possible, include a detailed description, with information such as brand, model and serial number.
If you need to purchase new items immediately – like a fridge or washing machine – you’re able to do so. If you have contents insurance and your policy provides cover for these items we’ll obtain like-for-like quotes based off your original model, and if your claim is accepted we can provide you with a cash settlement in lieu of a replacement item.
Step 6
Store damaged or destroyed items somewhere safe.
If possible and safe to do so. Try not to throw away things that could be salvaged or repaired.
Step 7
Chat to us before authorising any building work.
If you’re not sure what would be considered "building work", feel free to contact us – our claims consultants are available via online chat.
If emergency work is required to make your home safe, you’re able to do so, just be sure to take photos and/or videos and provide invoices or a clear report of what’s been done.
Limits and exclusions apply. No storm or flood cover for Home Insurance policies in the first 72 hours of your policy. Very limited exceptions apply. Actions or movements of the sea and storm surge are not covered (unless the storm surge damage occurs at the same time as damage caused by storm). Other exclusions apply. Read the PDS for more detail.
If your car has been affected by flooding
Step 1
Don’t attempt to retrieve your car until the water has subsided.
Once the water level has dropped, you can check for damage. Always follow any advice from emergency services and the police.
Step 2
Don’t drive your car if flood water has risen above the lower level of the doors.
You don’t want to end up stuck! Your car will need to be towed away and assessed.
Step 3
Clean and dry your car as well as you can.
Doing so will reduce the risk of mould damage.
Step 4
Make a list and take photos of any damaged personal property in the car.
This can include things like phones, clothing and more. If possible, include a detailed description such as value, brand, or make.
Step 5
Lodge an insurance claim.
Photos and supporting documents like receipts can help, but you can start the process without them if they’re inaccessible or water damaged.
