For most Australians, an insurance claim is an unfamiliar process. You pay your premiums year after year, and when you finally need to make a claim, the process can feel opaque and slow. Understanding each stage — and your rights at every step — puts you in control and helps ensure a fair outcome.
Stage 1: Lodging Your Claim
The claims process begins when you notify your insurer of the loss or damage. Most insurers offer multiple lodgement channels — phone, online portal, or mobile app. Whichever method you use, you will need:
- •Your policy number (found on your certificate of insurance or renewal notice).
- •A description of what happened — be factual and specific about the cause and extent of damage.
- •The date and approximate time the damage occurred.
- •Photos or videos of the damage (the more comprehensive, the better).
- •Details of any temporary repairs you have undertaken to prevent further damage.
Under the ICA General Insurance Code of Practice, your insurer must acknowledge your claim within one business day and provide you with a claim number. They must also tell you what information they need from you and what the next steps will be.
Stage 2: Assessment and Scope of Works
After lodgement, your insurer will arrange for the damage to be assessed. This may involve a desktop assessment based on your photos, an in-person inspection by a loss assessor, or direct engagement with an insurance repair specialist. The goal is to establish the full scope of damage and the works required to restore your property to its pre-loss condition.
Important: The scope of works is the single most critical document in your claim. It defines what will be repaired, how it will be repaired, and what materials will be used. An incomplete or inaccurate scope leads to disputes, delays, and ultimately a result that falls short of what you are entitled to.
A thorough assessment — conducted by experienced professionals who understand both construction and the insurance process — captures damage that less experienced inspectors might miss. At Oxide Construct, our assessors are trained to identify primary damage, secondary damage paths, and consequential damage that may not be immediately visible.
Stage 3: Builder Appointment and Scheduling
Once the scope is approved, a builder is appointed to carry out the repairs. In many cases, the insurer will nominate a preferred builder from their panel. You also have the right to use your own builder, although the insurer will typically require quotes and may cap the amount they will pay.
Panel builders who specialise in insurance work — like Oxide Construct — offer a significant advantage: we understand the insurer's processes, documentation requirements, and quality expectations. This reduces back-and-forth, speeds up approvals, and means fewer surprises during the repair.
Stage 4: Repairs
The repair phase should be the most straightforward part of the process, provided the scope of works is comprehensive and accurate. Quality insurance repair work follows the scope precisely, uses like-for-like materials (or agreed alternatives), and meets all relevant Australian Standards and National Construction Code requirements.
- •Make-safe works are prioritised — temporary measures to prevent further damage while full repairs are planned.
- •Demolition and strip-out of damaged materials comes next, followed by structural repairs if required.
- •Rebuilding, replastering, retiling, and finishing work restores the property to pre-loss condition.
- •Final fit-out — painting, carpet, fixtures — returns the property to a liveable state.
Stage 5: Sign-Off and Completion
When repairs are complete, a final inspection confirms everything has been done in accordance with the approved scope. Both you and the insurer (or their representative) should be satisfied that the work meets the required standard before the claim is closed.
Your Rights as a Policyholder
Australian insurance regulation provides significant protections for policyholders. Understanding these rights ensures you are treated fairly throughout the process:
- •You have the right to be kept informed about the progress of your claim at every stage.
- •If your claim is denied or only partially approved, the insurer must explain why in writing, citing the specific policy terms.
- •You can request an internal review of any claim decision you disagree with.
- •If the internal review does not resolve the issue, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA) at no cost.
- •Insurers must comply with the timeframes set out in the ICA General Insurance Code of Practice for claim decisions and responses.
- •You are entitled to receive a copy of any reports (assessor reports, engineering reports) that were used to make a decision about your claim.
Common Pitfalls to Avoid
- •Do not delay lodging your claim — time works against you, especially if further damage occurs.
- •Do not throw away damaged items before the assessor has inspected them (or without photographing them first).
- •Do not authorise repairs beyond temporary make-safe works without insurer approval — you may not be reimbursed.
- •Do not accept a cash settlement without fully understanding what the repair will actually cost.
- •Keep copies of all correspondence with your insurer — emails, letters, and notes from phone conversations.
An insurance claim does not have to be adversarial. With the right preparation, documentation, and professional support, the process can move efficiently from lodgement to completion. If you are unsure at any stage, do not hesitate to ask questions — it is your property and your entitlement.
