It's the little things we do that help get your home (and your life) back, fast.
At GIO, we understand that our customers appreciate having helpful information about how to make a claim.
Our 'Claims Made Easy' site includes the following information for Home and Contents Insurance claims:
- How to make a claim
- Peace of mind for claims
- How claims work
- How claims are paid
- Excesses
- Quality of repairs... Guaranteed
- Prepare for the unexpected
- Report insurance fraud
How to make a claim
You can lodge a claim for Home and Contents Insurance online or by calling us on 13 14 46.
In the case of an emergency:
- First, ensure all family and/or friends are safe and out of harms way;
- Call us on 13 14 46;
- We will lodge the claim;
- If required, we will authorise emergency repairs.
If you have a legal liability claim, call 13 14 46 and follow the prompts through Commercial Insurance to Personal Injury.
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| Telephone 13 14 46 | Available 24 hours a day, every day to:
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Peace of mind for claims
- We will provide new for old replacement, for any of your home or contents damaged beyond repair or stolen, regardless of their age. Limits apply on certain items.
- For the lifetime of your home, we guarantee the quality of materials and workmanship on home repairs that we authorise and arrange.
- If your home is damaged by an insured incident and the repair or replacement cost exceeds the sum insured, we will pay up to an extra 25%# of your home sum insured to repair damage, replace your home or pay you what it would cost us to repair or replace your home.
- We will pay up to 12 months temporary accommodation costs of a similar standard during repairs, in something similar, if your home is damaged by an insured incident and unliveable†.
- If you have to rebuild all or part of your home due to damage caused by an insured incident, we will pay up to 15% of the home sum insured and 10% of your contents sum insured for the reasonable and necessary costs to cover removal of debris and architect and surveyor fees.
- If we need to visit your home, we will appoint a skilled Home Assessor to assess your loss or damage.
- Any appointment made to visit your home will be at a time convenient to you.
Please refer to your Product Disclosure Statement for further information. # Up to 30% for GIO Platinum Home and Contents Insurance. † Not available with GIO Investor Home and Contents Insurance.
How claims work
Every home insurance claim is unique and the process varies, however below is a typical claim example.
- Call us on 13 14 46 or lodge your claim online. If lodged online, one of our Insurance Consultants will call you within 24 hours.
Our friendly Insurance Consultants will:
- Record the details of the incident, including:
- Your name, address and contact phone numbers.
- A description of the incident (e.g. fire, theft, burglary, storm).
- What has been affected by the incident e.g. broken window, roof damaged by fallen tree, stolen TV. To help speed up your claim, for electrical items please have details about the make and model handy.
- If required, ask you to provide further documentation i.e. proof of ownership, receipts etc.
- Provide you with details of one of our carefully selected recommended repairers or replacement providers (if one is available in your area), so you don't need to run around getting quotes.
- Provide you with details about any excess you may have to pay.
- Let you know if an assessor needs to visit your property and when the assessor will be in contact with you.
- Once the claim has been approved and finalised, payment is made to the repairers and suppliers.
Note: Should your claim, or part of it, not be covered, an Insurance Consultant will tell you why.
How claims are paid
When settling claims, we provide new for old replacement regardless of age, by:
- Replacing or repairing damaged items with new items or new materials that are available at the time of replacement or repair from Australian suppliers, or
- Paying you what it would cost us to repair or replace your Home and/or Contents new for old.
However we will not:
- Fix a fault that existed before the loss or damage occurred.
- Pay extra to repair or replace an item to a better standard, specification or quality than it was before the loss or damage.
- Undertake maintenance or fix wear and tear.
Excesses
If you make a claim, the excess is the amount you have to pay for each incident. The amount and type of excesses that apply to your policy are shown on your Certificate of Insurance. We will deduct the excess from the amount of cover on your policy and then pay you, or we will ask you to pay the excess to a supplier, repairer or us.
Depending on the circumstances of your claim, you may be required to pay more than one excess. Did you know that we provide a range of excess options, so the more you increase your excess, the lower your premium may be?
Quality of repairs... Guaranteed
For your peace of mind we offer a lifetime guarantee for the quality of materials and workmanship in home repairs that we authorise and arrange. We guarantee the materials used and standard of workmanship to be free of defects for the lifetime of your home.
If a defect arises as a result of poor quality workmanship or use of incorrect materials, then we will rectify the problem.
Prepare for the unexpected
At GIO, we are in the business of helping our customers get back where they belong when the unexpected happens. Planning for an emergency can help you prepare for life's setbacks and to help restore your world to order when the unexpected happens.
Please visit our Home Safety Tips site for tips on:
- Home security
- Fire safety
- Bushfire safety
- Natural disaster information.
Report insurance fraud
Insurance fraud is not a victimless crime. It imposes additional costs on honest policy holders and wastes the valuable resources of our community. This means it affects everyone.
GIO actively pursues fraudulent and inflated claims in order to keep your premiums as low as possible. Fraudulent claims will be investigated and may be reported to the police.
Help us fight insurance fraud by reporting:
- Inflated vehicle or home repair bills
- Staged vehicle or home incidents
- False or inflated home or vehicle claims
- Home and vehicle fires which may be intentionally started - including by someone known to you.
To report suspected insurance fraud, call 1300 881 725. Let's work together to reduce the impact of insurance fraud on the community.
Important Information
Home & Contents Insurance is issued by GIO General Limited ABN 22 002 861 583. Please read the relevant Product Disclosure Statement and any Supplementary Product Disclosure Statement before making any decision regarding these products. Contact us for a copy.