Claims process

What happens after you submit your claim?

Stage 1 – Claim assessment

We’ll review your claim and, if accepted, assign a building consultant to inspect the property. You’ll be contacted to arrange a time.

You should:

• Be present during the inspection
• Make sure the property is accessible
• Add any new defects via your claims portal at least 2 business days before the inspection

The consultant will inspect the listed defects and provide a report to us.

Important: Don’t make further payments to your builder until your claim is assessed. Seek legal advice if needed.

Stage 2 – Decision and Schedule of Works

Once we receive the building consultant’s report:

• We’ll assess whether the claimed defects are covered under your policy
• We’ll compare the defects to the work listed in your building contract and any approved variations
• Covered items will be listed in a Schedule of Works, which you’ll receive with our decision letter
• Items not covered will also be listed. You can request a review via VCAT within 28 days

Stage 3 – Getting quotes and repairs

You’ll be asked to get at least one quote from a builder of your choice. We’ll also arrange a quote.

Once quotes are reviewed, we’ll decide on a reasonable amount to complete or fix the works.

We may:

• Pay you to complete or fix the work, or
• Appoint a builder and pay them directly

We’ll let you know which option applies to your situation.

DBI claim excess amounts

Note: Non-structural defect claims must be made within 2 years of completion.

You must secure the site and check whether the contract works insurance is still valid, which covers building works in progress, should loss or damage occur during construction. If it isn’t, consider taking out cover yourself.

For more information, visit the National Insurance Brokers Association (NIBA) or call (02) 9964 9400. You may also wish to seek independent legal advice.