Emergency Response

If you've been impacted by severe weather, you should make a claim as soon as you can. While such weather events can cause delays in our contact centre, we aim to process claims as quickly as possible.

Has your home or business been affected?


GIO Recovery Support

To support our customers in their time of need, our Customer Support Teams are on the ground in heavily impacted locations and are ready to help you face-to-face.


We’re ready to help you

Our contact centre are fully resourced and we’re ready to help, or alternatively you can use our online services 24/7.

Bushfires and storms can have devastating effects, and ensuring that you’re adequately prepared – and that you know what to do after the event has passed – should be a priority for every homeowner.

Below are a few things to keep in mind that can hopefully make the recovery process a little smoother.

Of course, you should make sure that you have adequate home and contents insurance. Check the PDS for your policy so that you’re familiar with any conditions or exclusions.

What to do if you’ve been affected

The first step – and the most important – is to ensure that you and your loved ones are safe, and receiving any necessary practical, medical and emotional support.  Then, there are a few other steps to consider.

Customers in need of extra help and support

We understand that sometimes our customers need extra care and support at different points in their lives.

We also know that everyone’s situation and needs will be different. We are committed to looking after your needs with sensitivity, dignity, respect and compassion.

Find out more

Financial Difficulty

Lodge an insurance claim

You’ll want to contact your insurance provider and get the claims process started as quickly as possible. You can lodge a claim with GIO Insurance via our claims page, or you can contact us to discuss your situation.

Temporary accommodation cover

We can assist with arranging temporary accommodation for affected home insurance customers.

If you can't live in your home after an incident covered by your policy, you may be entitled to reasonable temporary accommodation costs until your home is rebuilt or repaired for up to 10% of the home sum insured (15% with Platinum cover). If you’re not sure whether this applies to you, check your policy documents or get in touch with us to discuss your options.

Make sure your property is safe

Wait for your local fire authority to confirm it’s safe before you return home.

Contact your mortgage provider

Depending on the lender, they may have programs in place for those affected by bushfire, including suspension of required payments.

Switch your gas and water off at the mains

This is both a safety measure and a way to ensure that you’re paying minimal bills for a house you’re not living in.

Contact your utility providers

They’ll need to know about your situation, especially if you’re not going to be living in the affected house for a while. 

Redirect your mail

If you’re going to be living at a different address, you should also redirect your mail via Australia Post.

Preparing to claim

If your home is damaged by fire or storms (including cyclones), you’ll need to lodge an insurance claim. The more info about your home and contents that you have available, the easier this process will be.

Taking photos of damaged areas can help the claim process. If you can’t get photos, don’t stress – you can still lodge a claim.

Likewise, supporting documents such as receipts and valuation reports can help commence the claims process, but aren’t required. It can be better to get the ball rolling ASAP and we’ll let you know if any other info is required.

Ensure that your policy reflects the value of your house as accurately as possible. This is especially worth reviewing if you’ve completed any renovations, or other value-adding work, since you established your policy.

You should also have a thorough inventory of your contents, with as much supporting information – like receipts and photos – as possible.

Has your home or business been affected?



Bushfire preparation tips

If you live in an area that’s prone to bushfire, there are several steps you can take to reduce the risk of major damage to your home, or serious injury to yourself or your family.

Prepare an emergency kit, including a torch, spare batteries, a pre-charged portable charge for your phone, essential medication, and important documents.

Clear the area around your house of branches, firewood, etc.

Keep your gutters clean.

Remove flammable items like doormats. 

Make a bushfire plan. Everyone who lives in the home should know what they’re doing in the event of a fire. 

Stay informed. Listen to the local news services and be aware of the current fire danger rating.

Drink plenty of water, to avoid dehydration.


Storm preparation tips

If your home is under threat by a severe storm, there are a few things you can do to minimise the potential damage.

Prepare an emergency kit, including a torch, spare batteries, a pre-charged portable charge for your phone, essential medication, and important documents.

Regularly check and maintain the condition of your roof, gutters, etc, keeping them clear to prevent build-up of rainwater.

Trim the branches of trees around your house. 

Clear the area around your house, ensuring that there are no loose objects (outdoor furniture, toys, tools, etc) that could blow around in the wind. 

Charge your phone and fill your car with petrol. 

There are also a few things you should do during a severe storm.

Stay indoors, clear of windows, doors and skylights. 

If you’re outdoors and can’t get to a safe building, avoid high ground and try to find shelter away from tall trees, rivers or creeks, power lines and metal constructions like fences. 

If you’re driving, switch on your hazard lights and pull over where safe. Never drive through floodwater. 

Do not have a bath or a shower, or use plumbing. 


Contact us

Call 13 14 46


Or complete an online form on our claims page