Make a claim

Lodge and manage a claim 24/7, 365 days a year through the Insurance Service Centre.

For your Home & Landlord claims, we've got you covered

I need to make a claim. How do I get started?

The most important thing is to make sure you are safe. If you need emergency help or if anyone is injured, call 000 immediately. During a flood or storm, call the State Emergency Service (SES) on 132 500.

Next make sure you have the following:

  1. Your policy number (if you have it available)
  2. Details about the incident or associated damage
  3. Any photos of the damage, invoices and relevant documents (you can upload these later if you don't have them right now).

When you're ready, hit 'GET STARTED' below. You'll need to login to the Insurance Service Centre to lodge your claim. If it's your first time, you'll need to register before logging in.

For more claims information, check out the Frequently Asked Questions.

Home FAQs

If anyone is seriously injured, you should call 000 immediately. If you need emergency help as a result of a flood, a fallen tree or powerline, you should call the SES on 132 500. If you need urgent repairs, call us on 1300 265 374, we can organise one of our partner repairers to make your home safe again.

If you’re claiming because of malicious damage, vandalism, theft, loss or fire you’ll need to report the incident to the police and get an incident number. If you haven’t got one yet, you can start a claim without it and add it in later.

If you’ve lost or had items stolen, you will need to provide proof of ownership, such as:

  • Copies of receipts
  • Bank statements showing when you purchased the item
  • Valuation
  • Packaging
  • Photos of the item
  • Photos of you with the item

You can upload supporting photos, receipts and documents here, once you've submitted your claim.

Once you have lodged your claim, we’ll arrange for an assessor to inspect the damage at a time that is convenient to you. After that:

  • We’ll let you know what repairs will be covered and if there’s anything that won’t or can’t be repaired, we’ll let you know why
  • For most claims we can organise one of our Partner Repairers to do the work and we’ll provide a lifetime guarantee for the work done

Once your claim is accepted, we may organise to either pay the cost to repair or replace your contents. Alternatively, we may provide you a store credit (digital or traditional) from a number of leading retailers. If above solutions are not practical or if you have already replaced the goods we can provide a cash settlement.

If you’ve lost or had items stolen, you will need to provide proof of ownership, such as:

  • Copies of receipts
  • Statements showing when you purchased the item
  • Valuation
  • Packaging
  • Photos of the item
  • Photos of you with the item

You can upload supporting photos, receipts and documents here, once you've submitted your claim.

Sometimes damage ends up costing less to repair or replace than your excess. The best way to find out the cost of repairs is to start your claim. We can then assess the damage and advise you of the costs. In any case, you can always cancel the claim.

  • If an excess applies, we’ll tell you when you lodge your claim. In most cases you’ll be asked to pay the excess to the repairer or supplier. We can also deduct it from any payment we make to you.
  • If you have a combined Home Buildings and Contents policy you'll only have to pay one excess (whichever is higher)

Landlord FAQs

If anyone is seriously injured, you should call 000 immediately. If you need emergency help as a result of a flood, a fallen tree or powerline, you should call the SES on 132 500. If you need urgent repairs, call us on 1300 265 374, we can organise one of our partner repairers to make your home safe again.

If you’re claiming because of malicious damage, vandalism, theft, loss or fire you’ll need to report the incident to the police and get an incident number. If you haven’t got one yet, you can start a claim without it and add it in later.

If you’ve lost or had items stolen, you will need to provide proof of ownership, such as:

  • Copies of receipts
  • Bank statements showing when you purchased the item
  • Valuation
  • Packaging
  • Photos of the item
  • Photos of you with the item

You can upload supporting photos, receipts and documents here, once you've submitted your claim.

Once you have lodged your claim, we’ll arrange for an assessor to inspect the damage at a time that is convenient to you. After that:

  • We’ll let you know what repairs will be covered and if there’s anything that won’t or can’t be repaired, we’ll let you know why
  • For most claims we can organise one of our Partner Repairers to do the work and we’ll provide a lifetime guarantee for the work done

Once your claim is accepted, we may organise to either pay the cost to repair or replace your contents. Alternatively, we may provide you a store credit (digital or traditional) from a number of leading retailers. If above solutions are not practical or if you have already replaced the goods we can provide a cash settlement.

If you’ve lost or had items stolen, you will need to provide proof of ownership, such as:

  • Copies of receipts
  • Statements showing when you purchased the item
  • Valuation
  • Packaging
  • Photos of the item
  • Photos of you with the item

You can upload supporting photos, receipts and documents here, once you've submitted your claim.

Sometimes damage ends up costing less to repair or replace than your excess. The best way to find out the cost of repairs is to start your claim. We can then assess the damage and advise you of the costs. In any case, you can always cancel the claim.

If an excess applies, we’ll tell you when you lodge your claim. In most cases you’ll be asked to pay the excess to the repairer or supplier. We can also deduct it from any payment we make to you.

Product related

Standard underwriting criteria apply. Coles Supermarkets Australia Pty Ltd (Coles) is an authorised representative of the issuer, Insurance Australia Limited (ABN 11 000 016 722 AFSL 227681) and Guild Insurance Limited (ABN 55 004 538 863, AFSL 233791) and receives a commission for each policy sold and renewed. Any advice provided is of a general nature only and does not take into consideration your objectives, financial situation or needs. Before acting on any advice you should consider its appropriateness. You should read the Product Disclosure Statement before deciding whether to acquire an insurance policy.

+Policy limitations, exclusions and conditions apply. For full terms and conditions, see the Product Disclosure Statement.