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In the immediate aftermath of a natural disaster, put your safety first. When it is safe, follow these steps to get help, protect your property and start your insurance claim.
Find emergency and crisis support
Each state and territory has emergency and crisis information and support services available. You can find links to the emergency information services on the National Emergency Management Agency website. And use the list below to find general information and recovery services in your state.
Australian Capital Territory
New South Wales
Northern Territory
Queensland
South Australia
Tasmania
Victoria
Western Australia
Check your property only when it's safe
Follow emergency-service advice about returning to your home or entering affected areas. Don’t enter if there may be structural damage, asbestos, unsafe electrical wiring or other hazards. Avoid floodwater.
When it’s safe:
- make sure people and pets are safe
- take photos or videos of damage to your home, car and belongings
- prepare a list of damaged or lost items
- take reasonable steps to prevent further damage
- keep receipts for essential items you need to replace quickly
Contact your insurer
Contact your insurer or the broker who arranged your insurance as soon as you can. They can explain what your insurance policy covers, help you start a claim, and tell you what to do next.
Ask your insurer:
- whether emergency accommodation or financial support is available
- what evidence they need for your claim
- whether you can remove damaged items
- whether repairs or clean-up need approval
- whether car hire or other emergency benefits are covered.
If possible, ask for the advice in writing and keep a record of your conversations.
Talk to your insurer before you spend money on temporary repairs after an incident - many insurers have preferred repairers and suppliers and can arrange emergency repairs for you. This can include things like removing loose debris or installing a roof tarp.
See How to make a home insurance claim or Claiming on your car insurance for tips on lodging a claim with your insurer. Try to lodge your claim as soon as possible, particularly if the natural disaster has been widespread.
If you can’t remember who your insurer is, check your bank statements for insurance premium payments or contact the Insurance Council of Australia.
Once you've started your insurance claim, see Recovering from a natural disaster for more information about cash settlements, insurance disputes, financial recovery planning and getting help if there is a problem with your claim.
Deal directly with your insurer!
Be careful of anyone who door knocks, calls/texts you out of the blue, leaves leaflets in your letterbox, or targets you online. Watch out for anyone who :
- offers a 'today-only' deal
- says they can get repairs done quicker or much cheaper than legitimate companies
- asks you for a cash payment up front or to sign a contract immediately
- asks you to sign anything that prevents you from dealing directly with your insurer
Take the time you need to make good decisions you won't regret. If you encounter a scammer, fake tradesperson or repairer, report it to Scamwatch.
Record damage before cleaning up
Take photos or videos of damage before removing or repairing anything. Make a list of damaged or lost items and include as much detail as you can.
Prioritise removing water-damaged or mud-damaged items that could pose a health risk, but check with your insurer before:
- throwing damaged items away
- arranging non-urgent repairs
- agreeing to major clean-up work
- hiring tradespeople.
Keep receipts for emergency repairs, accommodation and essential replacement items.
Find out what services you can get for free before paying for the clean-up yourself. The cost of cleaning up may be covered by your state or territory government.
Use the National Emergency Management Agency support and resources hub to find current information for your location.
Get urgent financial and other support
Let your lender know you have been impacted by a natural disaster. Their financial hardship teams will have a range of ways they can help you. If you're finding it hard to make loan or credit card repayments, ask your bank or lender for a hardship variation.
You may be eligible for Government payments if you've been affected by a natural disaster.
There are also other services to help you with food, housing and bills, and emotional support.
Once your immediate needs are under control, see Recovering from a natural disaster for help with insurance settlements, bills, debts and longer-term financial decisions.
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