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Home Contents Insurance Nrma

Home Insurance claims

Online claiming was super easy

NRMA Insurance customer

Making a claim is easy

Select from the following options.

Get urgent assistance

Identify the hazard, make sure everyone’s safe and ring 000 in case of an emergency. During a flood or storm, call the NSW State Emergency Services (SES) on 132 500

If it’s safe to do so, shut off affected utilities such as water, power and gas and secure the area

For a quick and easy guide about what to do in the first minutes after an emergency event, download our MakeSafe Help Guide for your home buildings or contents

What should I do to protect my home from storm damage?

For information about what to do before, during and after a cyclone, storm, flood or bushfire to protect your home and belongings visit our severe weather page

Is my house covered for storm damage?

Yes, we cover damage caused by storms and weather, for example:

  • Flood
  • Cyclone or tornado
  • Rain
  • Thunderstorm
  • Hail or snow
  • Severe winds

Your house needs to be structurally sound, water tight and well maintained before an event, to be covered.

What if I can’t stay in my home?

If your home is unliveable we’ll arrange temporary accommodation close to your home.

We’re here to help 24/7 on 1300 549 193 so contact us as soon as possible if you think you’ll need to relocate.

I need an emergency tradesman do I call you or them?

If you call us we can either organise an urgent MakeSafe repair through our Repairer network or we can authorise urgent repairs for you to arrange yourself. We’re here to take your call 24/7.

For a quick and easy guide about what to do in the first minutes after an emergency event, download our MakeSafe Help Guide for your home buildings or contents

We’re here to help

Call us for help

1300 549 193

After severe weather it may
take longer to answer your call

Not in Australia?

+61 2 8661 7150

New lodgement 24/7
Existing claims enquiries, 8:30am-5pm Mon-Fri

Start a claim

Start your claim online now and you’ll be able to:

  • Tell us how the damage or loss happened
  • List what’s been damaged or lost
  • Upload your photos, invoices and documents

Once your claim is lodged we’ll update you on how it’s progressing and if we need to confirm anything, we’ll call you.

You can also sign up for updates by email or SMS, to track your claim progress including updates from repairers or suppliers. Our web chat team can help you with any questions you have.

What do I need to start a claim online?

You’ll need the details of what happened and when, along with a list of what’s been damaged or lost.

If you’re not the policy holder you can still start the claim by calling us. We’ll just need authorisation from the policy holder later by phone or email to allow the claim to proceed.

Do I need a police report?

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 your claim without it and add it in later.

How do I show the damage or document the loss?

You can upload supporting photos, receipts and documents online at any time in Self Service Centre, once you’ve submitted your claim.

If you’ve lost or had items stolen, it helps to provide proof of ownership, such as copies of receipts or statements showing when you purchased the item, photos of your item or packaging.

We’re here to help

Call us for help

1300 549 193

After severe weather it may
take longer to answer your call

Not in Australia?

+61 2 8661 7150

New lodgement 24/7
Existing claims enquiries, 8:30am-5pm Mon-Fri

Follow up an existing claim

You can track your entire claim online, including:

  • Alerts about who your repairer is and when they’ll be in touch
  • Inspection times
  • When your damage report is being assessed
  • When your claim has been approved
  • Following the order and delivery of your replacement items including supplier details

You can also sign up for updates by email or SMS, to track your claim progress including updates from repairers or suppliers. Our web chat team can help you with any questions you have.

How do you assess damage to my property?

  • We’ll arrange a convenient time with you to inspect the damages you’re claiming for
  • We’ll let you know what needs to be repaired. If there’s anything that won’t or can’t be repaired, we’ll explain why
  • For most claims we can organise one of our accredited Partners to do the work and we’ll provide a lifetime guarantee for the work done
  • If you have a builder or tradesperson you would prefer to use, simply let us know

How do I get my possessions replaced or repaired?

  • We can organise for most items to be repaired or replaced through our suppliers
  • We’ll arrange for items to be replaced and have them delivered to your home
  • We can also provide you with a store credit card for one of our suppliers, or send the funds to you

How do I prove that I owned things that have been lost, stolen or damaged?

We may ask you to provide information to help us process your claim, such as:

  • Purchase receipts
  • Photos of the damage
  • Credit cards or bank statements

You can upload any documents or information online in Self Service Centre

We’re here to help

Call us for help

1300 549 193

After severe weather it may
take longer to answer your call

Not in Australia?

+61 2 8661 7150

New lodgement 24/7
Existing claims enquiries, 8:30am-5pm Mon-Fri

Your coverage and excess

The easiest way to confirm your coverage and excess is to start a claim online.

Once you’ve lodged your claim, our claims team will review it and contact you if we need to confirm anything.

If you aren’t covered or choose not to proceed with the claim it won’t affect your No Claim Bonus.

Am I covered?

The easiest way to confirm your coverage is to simply start a claim.

Frequently asked coverage information on:

  • Leaks
    • We cover damage caused by leaks but not the item that caused the damage, for example a burst pipe. You may not be covered for damage from lack of maintenance to your home such as blocked gutters or a broken roof
  • Accidental damage
    • If you’ve chosen Accidental Damage cover on your policy you’ll be covered for accidents in your home, such as water being knocked onto a laptop, or dropping your phone
  • Items outside of your home
    • If you’ve added Portable Contents cover to your policy you’ll be covered for listed items in and outside your home anywhere in Australian and New Zealand

Still not sure? Log into Self Service Centre to see a summary of what you’re covered for, or read more about Home Insurance cover. You can also find full details on policy coverage in the Product Disclosure Statement (PDS)

Still not sure? Log into Self Service Centre to see a summary of what you’re covered for, or read more about Home Insurance cover. You can also find full details on policy coverage in the Product Disclosure Statement (PDS)

How will a claim affect my No Claim Bonus?

Whether a claim will affect your No Claim Bonus (NCB) will depend on your current NCB level. Your NCB won’t be affected if:

  • You’ve added NCB protection to your policy or have achieved Claim Free Privilege Plus status, and it’s your first claim for the policy year
  • You’ve achieved Claim Free Privilege Life status
  • If you start a claim and you aren’t covered or choose not to proceed

Log into Self Service Centre to see your current NCB level, or find out more about how it works in our Premium, Excess and Discounts Guide

When you submit your claim we’ll also advise if there’s been any change to your NCB and can help you understand if it could affect your renewal premium.

Should I make a claim or not?

Sometimes damage ends up costing less to repair or replace than paying the 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 that case, you can always cancel the claim without impacting your No Claim Bonus.

If you’d like to discuss your options you can contact us on web chat first.

Do I need to pay an excess?

Unless you’ve chosen to have a $0 excess on your policy, it’s likely that you’ll need to pay an excess for your claim. You don’t have to pay an excess if you make a claim for:

  • Liability
  • Food spoilage
  • An incident we agree someone else is responsible for. You’ll need to provide their name and address, and the claim amount needs to be more than the excess

Your excess amount is outlined in your policy details online.

If you have a combined Home Buildings and Contents policy you’ll only have to pay one excess (whichever is higher). Log into Self Service Centre to view your excess amount.

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.

We’re here to help

Call us for help

1300 549 193

After severe weather it may
take longer to answer your call

Not in Australia?

+61 2 8661 7150

New lodgement 24/7
Existing claims enquiries, 8:30am-5pm Mon-Fri

Download on the App Store

Download on Google Play

Download our free NRMA app

NRMA Insurance is a provider of car insurance, motorcycle insurance, home insurance, business insurance, travel insurance, boat insurance, caravan insurance, life insurance, income protection and security in NSW, QLD, ACT & TAS. Get your insurance quotes today. For insurance in other states and territories visit SGIO in WA or SGIC in SA. NRMA Insurance is part of the Insurance Australia Group. Business address Tower Two Darling Park, 201 Sussex St Sydney, NSW (This address is unable to assist with enquiries) for any question or queries please contact us.

*National Roads and Motorists’ Association Limited ABN 77 000 010 506 trading as NRMA Motoring & Services is a separate and independent company from Insurance Australia Limited ABN 11 000 016 722 trading as NRMA Insurance.

For more information about our products visit our sitemap. Insurance (except Travel insurance and Income Protection) issued by Insurance Australia Limited ABN 11 000 016 722 trading as NRMA Insurance. When making decisions about our insurance policies you should consider the applicable Product Disclosure Statement.

The Loyalty Discount replaces our previous discount structure, and applies to new eligible policies which commence on or after 16 March 2014, and renewing eligible policies which commence on or after 28 April 2014. For more details, please refer to the Premium, Excess & Discounts Guide.

Visit our online terms and privacy & security statement | Visit Money Smart for financial guidance from ASIC to help you make informed choices.

Renter’s Contents Insurance

Renting? Consider our Home Contents Insurance

Have you considered how much it would cost to replace all the contents in your home if they were destroyed by fire? TV, fridge, washing machine, computer, clothing, whitegoods, furniture. purchases can quickly add up to a significant amount of money.

NRMA Insurance offers renters new for old replacement on insured contents, potentially saving you thousands of dollars when disaster strikes * .

Calculate the current value of your contents

Optional cover

You can add options to your policy to increase your Home Contents Insurance cover.

  • Portable Contents cover for items you take when you leave your home, e.g. jewellery, a laptop or luggage
  • Fusion – burn out of electric motors that are part of your General Contents, e.g. the motor in your fridge – includes service call, parts and labour costs
  • Accidental Damage to your contents
  • Pet lover’s pack covers up to $2,000 for vet costs if your cat or dog gets hurt in an accident

Home Plus, our highest level of cover

NRMA Home Plus Insurance provides all the features and benefits of our Home Contents Insurance, with additional cover to give you peace of mind.

Home Plus offers the following cover:

  • Up to 25% safety net on top of the general contents sum insured for extra costs to replace your contents if you need it
  • Automatic cover for accidental damage and burn out of electric motors (fusion)
  • Identity theft up to $5,000
  • Credit card theft up to $5,000
  • Temporary accommodation for up to 2 years

To choose Home Plus simply complete a standard Home Insurance quote and then select the ‘Upgrade to Plus cover’ option.

Important documents

Please read our Product Disclosure Statement (PDS) for detailed coverage information about your insurance policy. The Premium, Excess and Discounts Guide (PED) provides further details on how we calculate your premium, excess levels and discounts. The Key Fact Sheets (KFS) provide a summary of coverage and should be read together with the PDS for a full understanding of policy coverage and limits. To learn more about these documents and when they apply, please see our policy booklets page

* Safety net applies to the extra costs to replace your general contents above the sum insured, if required.

Why choose NRMA Insurance?

  • New for old replacement on contents insured
  • Flexible excess levels to help reduce your premium
  • Fast, paperless claims and 24/7 Helpline
  • Experience – we’ve been insuring Australians for over 90 years
  • With the Loyalty Discount, the more eligible policies you have and the longer you stay with us, the more you can save
  • No Claim Bonus – receive up to 25% No Claim Bonus if you have a good claims history

Find out about flood cover

Flooding can cause major damage to your contents, see more about our cover

Frequently Asked Questions

NSW Emergency Services Levy (ESL)

The NSW Government announced it’s delaying changes to the ESL. With changes now on hold, we’ve reintroduced ESL on insurance policies.

How to keep your house ‘fire safe’ during winter

Download our free NRMA app

NRMA Insurance is a provider of car insurance, motorcycle insurance, home insurance, business insurance, travel insurance, boat insurance, caravan insurance, life insurance, income protection and security in NSW, QLD, ACT & TAS. Get your insurance quotes today. For insurance in other states and territories visit SGIO in WA or SGIC in SA. NRMA Insurance is part of the Insurance Australia Group. Business address Tower Two Darling Park, 201 Sussex St Sydney, NSW (This address is unable to assist with enquiries) for any question or queries please contact us.

*National Roads and Motorists’ Association Limited ABN 77 000 010 506 trading as NRMA Motoring & Services is a separate and independent company from Insurance Australia Limited ABN 11 000 016 722 trading as NRMA Insurance.

For more information about our products visit our sitemap. Insurance (except Travel insurance and Income Protection) issued by Insurance Australia Limited ABN 11 000 016 722 trading as NRMA Insurance. When making decisions about our insurance policies you should consider the applicable Product Disclosure Statement.

The Loyalty Discount replaces our previous discount structure, and applies to new eligible policies which commence on or after 16 March 2014, and renewing eligible policies which commence on or after 28 April 2014. For more details, please refer to the Premium, Excess & Discounts Guide.

Visit our online terms and privacy & security statement | Visit Money Smart for financial guidance from ASIC to help you make informed choices.

Home Buildings Insurance

Cover for your buildings

Home Buildings Insurance covers your home as well as other structures on your property such as garages, sheds, fences and in-ground pools. For example, if your home was damaged by fire or storm, your building policy would cover the cost to rebuild or repair. Then once the repairs are done, we provide a lifetime guarantee on the workmanship for any authorised repairs to your home.

What’s covered?

  • Storm
  • Flood, rainwater run-off and storm surge *
  • Water and oil leaks
  • Earthquake
  • Lightning
  • Fire
  • Theft or attempted theft
  • Vandalism or a malicious act

Cover for your buildings

Home Buildings Insurance covers your home as well as other structures on your property such as garages, sheds, fences and in-ground pools. For example, if your home was damaged by fire or storm, your building policy would cover the cost to rebuild or repair. Then once the repairs are done, we also have a lifetime guarantee for any authorised repair work on your home.

What’s covered?

  • Storm
  • Flood *
  • Water and oil leaks
  • Earthquake
  • Lightning
  • Fire
  • Theft or attempted theft
  • Vandalism or a malicious act

* We may offer you the option to remove cover for loss or damage caused by flood, rainwater run-off and storm surge. This applies to policies purchased on or after 15 April 2018, and for policies with a renewal date on or after 28 May 2018.

Calculate the current cost to rebuild your home

Optional cover

You can add options to your policy to increase your Home Buildings Insurance cover.

  • Fusion – burn out of electric motors that are part of your home, e.g. ducted air conditioning – includes service call, parts and labour costs
  • Accidental Damage to your home
  • Pet lover’s pack covers up to $2,000 for vet costs if your cat or dog gets hurt in an accident

Home Plus, our highest level of cover

NRMA Home Plus Insurance provides all the features and benefits of our standard Home Buildings Insurance, with additional cover to give you peace of mind.

Home Plus offers the following cover:

  • Up to 25% safety net on top of the buildings sum insured for extra costs to rebuild your home if you need it
  • Automatic cover for accidental damage and burn out of electric motors (fusion)
  • Plants, trees and shrubs up to $2,000
  • Temporary accommodation for up to 2 years

To choose Home Plus simply complete a standard Home Insurance quote and then select the ‘Upgrade to Plus cover’ option.

Important documents

Please read our Product Disclosure Statement (PDS) for detailed coverage information about your insurance policy. The Premium, Excess and Discounts Guide (PED) provides further details on how we calculate your premium, excess levels and discounts. The Key Fact Sheets (KFS) provide a summary of coverage and should be read together with the PDS for a full understanding of policy coverage and limits. To learn more about these documents and when they apply, please see our policy booklets page

Why Choose NRMA Insurance?

  • With the Loyalty Discount, the more eligible policies you have and the longer you stay with us, the more you can save
  • Lifetime guarantee for authorised repairs
  • Flexible excess levels to help reduce your premium
  • Fast, paperless claims and 24/7 Helpline
  • Experience – we’ve been insuring Australians for over 90 years
  • No Claim Bonus – receive up to 25% No Claim Bonus if you have a good claims history

Find out about flood cover

Flooding can cause major damage to your home, see more about how we cover your home

Frequently Asked Questions

NSW Emergency Services Levy (ESL)

The NSW Government announced it’s delaying changes to the ESL. With changes now on hold, we’ve reintroduced ESL on insurance policies.

Download our free NRMA app

NRMA Insurance is a provider of car insurance, motorcycle insurance, home insurance, business insurance, travel insurance, boat insurance, caravan insurance, life insurance, income protection and security in NSW, QLD, ACT & TAS. Get your insurance quotes today. For insurance in other states and territories visit SGIO in WA or SGIC in SA. NRMA Insurance is part of the Insurance Australia Group. Business address Tower Two Darling Park, 201 Sussex St Sydney, NSW (This address is unable to assist with enquiries) for any question or queries please contact us.

*National Roads and Motorists’ Association Limited ABN 77 000 010 506 trading as NRMA Motoring & Services is a separate and independent company from Insurance Australia Limited ABN 11 000 016 722 trading as NRMA Insurance.

For more information about our products visit our sitemap. Insurance (except Travel insurance and Income Protection) issued by Insurance Australia Limited ABN 11 000 016 722 trading as NRMA Insurance. When making decisions about our insurance policies you should consider the applicable Product Disclosure Statement.

The Loyalty Discount replaces our previous discount structure, and applies to new eligible policies which commence on or after 16 March 2014, and renewing eligible policies which commence on or after 28 April 2014. For more details, please refer to the Premium, Excess & Discounts Guide.

Visit our online terms and privacy & security statement | Visit Money Smart for financial guidance from ASIC to help you make informed choices.

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