It's likely, insurers review how a policy has performed at renewal by looking at its loss ratio; the amount paid in claims compared to the amount collected in premiums. The higher the loss ratio (claims values), the more likely you are to see an increase in your insurance premium.

Yes, most claims require you to pay the relevant excess prior to the the claim being processed and repairs going ahead. Sometimes a refund can be given in cases where the cost of the repairs are paid by you upfront, minus the applicable excess. The applicable excess scan be found on your insurance schedule.

Provided we have all of the necessary information upfront, simple claims can be finalised in a few business days. More complex claims can take weeks (substantial repairs involving multiple trades), the most complex claims can take months to resolve (fires). Working with a specialist broker that knows the insurance products will make the process smoother.

Get in touch with your broker or intermediary, tell them the circumstances and they will be able to advise you, based on the specific policy wording. If there is potential to make a claim, they will advise you on the best approach and on what information is required to proceed.

You can appeal the decision if it is reasonable to do so. your broker will advocate on your behalf and go through the appeal process with you, which typically includes:

- Going back to the claims handler and presenting the case to appeal with any new or additional information as relevant.

- If the denial stands with that claims handler, the appeal must be escalated to the insurer claims manager

- If the denial still stands, the appeal can be progressed through the insurers Internal Dispute resolution Team.

- If the denial still stands, the appeal can be progressed to AFCA - however it can take several months before it is even reviewed by them.

Yes, in most cases - but we recommend using an insurer approved service provider as they will guarantee any work carried out i.e. if the work is faulty, incomplete or not completed to a required/professional standard.

Events such as Accidental Damage to the building from Impact or Fire for example, or burst pipes causing water damage are generally insured under an insurance policy. Loss of Rent or Temporary Accommodation (strata policies) resulting from such damage and rendering it uninhabitable is generally also covered under the policy.

Loss or damage caused by age, wear and tear or a lack of maintenance are not covered under an insurance policy. Damage caused to a property relating to known building defects, existing damage or movement of earth are typically excluded from a policy also. If there is resultant damage caused by an unknown defect, this maybe covered and needs to be dealt with on a case by case basis.