Portal login support

Trouble logging in? Try these steps

1. Check your email address

Make sure you're using the correct email:

• Claimants: Use the email you used to register your claim.
• Builders: Use the email you used to apply for DBI eligibility or when you nominated your distributor. If you're unsure, contact your DBI Distributor.

2. Try resetting your password

On the login page, click ‘Forgot your password?’

Enter your registered email address and follow the prompts. You'll be sent an email with a reset link.

If you don’t receive the email:

• Check your junk or spam folder
• Make sure you entered the correct email
• Still not working? Contact us.

Builders: If the reset process loops or doesn’t work, speak with your DBI Distributor or contact us.

3. Is your account active?

• Claimants: Your account is active after you submit your first claim. You only need to activate it once, even if you submit multiple claims.
• Builders: Your account becomes active after your DBI eligibility is approved. Contact your DBI Distributor to check the status.

4. Try logging in using incognito mode

Open a private browser window:

• Windows: Press Ctrl + Shift + N
• Mac: Press Command + Shift + N

Then go to:

• Claimant login
• Builder login

5. Clear your browser cache and cookies

We recommend using the latest update of Google Chrome for the best experience. Sometimes it needs a refresh. Follow Google's instructions to clear your cache and cookies, then try logging in again using the links above.

6. I’ve tried everything and still can’t log in

If your account has been locked from too many attempts:. Enter the URL and try logging in again.

• Claimants: Call us on 1300 067 088.
• Builders: Contact your DBI Distributor. If you don’t know who that is, call us on 1300 067 088.

7. Why has my access to the claimant portal been deactivated?

We periodically review claimant portal access to ensure system resources and licenses are used efficiently. If your claim has been fully resolved and no further action is required, your access may have been deactivated as part of this process.

This change does not affect your claim or its outcome. If you still require access to view documents or correspondence, please phone us on 1300 067 088, and we can arrange the reinstatement of your access. You will not lose access to any of your claim history, as long as you still have access to the email address you used to make your claim.