House Insurance FAQ
Make your property secure
Contact us as soon as you can
Do what you can to minimise any damage
Before admitting liability
What information will I need when I make a claim?
Before you start, make sure you have:
- Your policy number
- The details of what has been lost, damaged or destroyed
What will happen if I don’t have all the information?
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.
Should I dispose of the damaged property?
No, it’s important to keep damaged property so we can inspect it.
If you need to dispose of items urgently for health and safety reasons, take plenty of photos and/or get an inspection report from an independent, qualified professional like a plumber or builder.
What should I do if I think someone else may be responsible for this loss or damage?
When you claim, we’ll ask you questions about what or who caused the loss. You’ll also have the opportunity to provide us with any extra information that you think will help.
Damage assessment and repairs
What's a loss adjuster and why would I need one for my claim?
Sometimes we may need a loss adjuster to come and look at the damage, so we can get a better understanding of your claim and how to best resolve it.
A Loss Adjuster is someone who has experience in building and construction and will be able to assess the property damage. They will provide a report which identifies what needs fixing and can arrange for quotes to be completed by an appropriate ‘tradie’.
We will determine if a Loss Adjuster is required and arrange for one to contact you.
Can I use my own builder or other tradies?
Yes, you can, and if they are one of our Vero-approved suppliers we provide a guarantee of the workmanship.
If your builder is not a Vero-approved builder, we will pay you the assessed cost of repairs, allowing you to arrange repairs directly with the builder of your choice.
I have had a burst pipe. Will you pay for the damage as well as the repairs to fix the pipe?
Generally, the water damage caused by a burst pipe would be covered by your policy.
It would depend on what caused the pipe to fail, as to whether the burst pipe is also covered.
Please contact our claims team who will help determine what is covered.
What is ‘gradual damage’ and am I covered for it?
Gradual damage is damage that has been occurring over a period of time, commonly caused by water.
As such, many insurance policies exclude cover for gradual damage.
Some Vero policies provide limited cover for this type of damage, which is outlined in your policy wording. Please refer to your policy for more details.
Other common questions
My house is so badly damaged that I can't live in it. What do I do?
If your home is determined to be unsafe to live in due to damage covered by your policy, there may be a temporary accommodation benefit, which will contribute to the cost of accommodation for you to live elsewhere while your repairs are being completed.
Talk to our team who will be able to advise you on what to do next.