Question 1

What can I provide as proof of ownership and when is it needed?

Accepted Answer

Proof of ownership is usually needed if your contents are lost, stolen, burned or damaged beyond recognition. You can provide:copies of receiptscredit card or bank statements showing when you purchased the itemitem packagingphotos of the itema valuation certificate.

Question 2

What’s an excess?

Accepted Answer

An excess is the amount you contribute toward the cost of a claim.

Your basic excess may be: $100, $200, $300, $500, $750, $1,000, $2,000, $3,000, $4,000, $5,000.

You would have chosen this when you purchased your policy.

If you added Accidental Damage cover and make a claim, you'll pay a $300 excess instead of your basic excess. If a special excess applies to your policy, you'll need to pay this as well as your basic excess.

You can read more about the different types of excesses in the Premium, Excess, Discounts and Benefits Guide.

Question 3

Could my claim be denied?

Accepted Answer

Sometimes claims are denied. Every situation is different, but it’s usually because:

the damage isn’t caused by an event listed on your policy
the damage isn’t included in your type of cover - for example, claiming for contents damage when you have building cover only
information is missing from the documents you provided, such as photos of damage or proof of ownership
there was no valid policy in place at the time of the claim.

Question 4

How can I pay my excess?

Accepted Answer

You can easily pay your excess online or by calling RACV Insurance on 13 19 03.

Question 5

Who will repair damage to my home?

Accepted Answer

You can choose to use preferred repairers, suppliers or builders from the RACV network to help you save time researching and comparing quotes, then overseeing the work. Plus, any repairs organised by RACV Insurance will have a lifetime guarantee.

Otherwise, you have the option to choose your own repairer. In this case, you'll be paid the fair and reasonable amount that the repairs should cost, but you'll need to manage and arrange the repairs yourself.

Question 6

What if I’m not happy with the repairs?

Accepted Answer

The first step is to speak directly to the repairer about your concerns. If you’re still unhappy, please call RACV Insurance on 13 19 03 to discuss next steps

Keep in mind that repairs and rebuilds that have been authorised by RACV Insurance come with a lifetime guarantee. This means that any defects caused by poor workmanship will be repaired by an RACV Insurance partner repairer. This guarantee doesn’t apply if you authorised the repairs yourself, and doesn’t cover general wear and tear.

Question 7

What if I can’t live in my house after an insured event?

Accepted Answer

If your home has been assessed and you can’t live there after an insured event, RACV Insurance will work out how long it should take to repair or rebuild the damage.

During this time, your RACV Buildings Insurance may cover:

temporary accommodation for you, others in your household and your pets for up to 12 months
the removal and storage of your items for up to 12 months
reasonable and appropriate living expenses.

Keep in mind that this cover will only apply if you lived in your home permanently prior to the insured event. See the Product Disclosure Statement for a full list of conditions, limits and exclusions.

Question 8

Will I get a new for old replacement for my contents?

Accepted Answer

Yes, if your items are stolen or damaged beyond repair after an insured event, you’ll get a new equivalent item, regardless of the age of the original item, as standard

Home insurance claims

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What to do right after an incident

Who to call for help

How to make a home insurance claim

Preparing your claim

Making your claim

After you’ve submitted your claim

Preparing your claim

Gather details of the incident

Check your cover

Making a claim

Online

Over the phone

After you’ve submitted your claim

Did you know?

Ways your claim could be settled

For buildings claims

For content claims

Self-settling your claims

Check your insurance details anywhere, anytime

Repairs and replacement