Contents Insurance FAQ

Before you start, make sure you have:

1. Your policy number
2. The details of what has been lost, damaged or destroyed

If you’ve lodged your claim online or via email, we’ll review the information you’ve provided. If anything essential is missing, we’ll contact with you within two business days to progress your claim.

If you’re claiming over the phone, we can talk you through what you need to do.

We may require you to provide proof of purchase for the items you are claiming for, such as:

• receipts
• bank or credit card statements to show purchase made
• TradeMe or online transactions
• photos

We may also require proof of ownership such as:

• valuations
• packaging or manuals

This additional information allows us to provide you with a fair and reasonable settlement for the items you are claiming for.

Your consultant will advise you which type of evidence you will need to provide.

If you haven’t already given us details of all the items related to your claim, please complete this Loss Schedule form. 

Other documentation includes: bank/credit card statements, valuations, contracts of sale or photographs showing the actual items.

Completing the Loss Schedule form will help you document the items you have lost, particularly when there are many of them.

It's a good idea to list all the items you have claimed for so you can check you've included everything; you can add items later but it helps to provide as much detail as possible as early as possible in your claim.

You'll find simple instructions on the form, however if you have any problems or questions let us know.

We may request a damage report to confirm if a damaged item can be repaired.

If a repair is needed we'll recommend where you can get the item repaired.

If the item cannot be repaired we may arrange a cash payment, or vouchers with our approved suppliers including Noel Leeming, JB Hi-Fi or Harvey Norman.

Most contents policies have limits on how much you can claim for certain items, such as jewellery, bikes and camera equipment. If you wish to insure any item for more than its policy limit, you can often choose to pay an extra premium and specify the item on your policy. This item then becomes a “specified item” with its own policy limit.

For example, your contents policy may pay up to $3,000 for bikes, but you might own a bike which would cost $5,000 to replace. You may therefore choose to make this a specified item, with an increased limit of $5,000.

Check your policy wording together with your policy schedule or contact us to see what limits apply.

If you think you need to specify further items or change the limits on specific items on your policy, please contact our Customer Service team.

‘Liability’ is when someone is held legally responsible for causing injury, loss or damage. The ‘legal liability’ part of your contents insurance may cover your legal liability to pay damages or reparation for accidental bodily injury or damage to someone else’s property. See your policy wording for more details or contact our Claims team to find out what you’re covered for.