Your Policy
What am I covered for?
Your policy document lists the terms and conditions of the legal contract between you and us. It explains what is and isn’t covered.
I can’t find my policy document. What can I do?
Many of our policies are online and can be downloaded. Otherwise contact us or your agent for a replacement copy.
How do I change my policy?
If you need to make a change to your policy, simply contact us or your agent anytime. Some changes will require an additional premium to be paid and may need you to come and see us or your agent.
What is a Deductible or Excess?
A deductible and an excess are the same thing. It is sharing in the risk of the thing that is insured, and is only payable when you make a claim.
It is the first amount of the cost of a claim that you pay and will be listed on your policy schedule.
What are the types of deductibles or excesses I might pay if I lodge a claim?
Deductibles for home and property claims are listed against a specific peril. For example, if the claim is due to a hurricane or other catastrophe, you will have to pay the deductible or excess applicable to Peril 3 in your policy wording.
For motor claims, you might have a standard excess, or depending on what and who is being insured, it could be an imposed excess.
These will all be listed on your policy schedule.
Must I tell you if I have changed address?
Yes, please, but all you have to do is simply phone either us or your agent.
HomeCover
Who is covered by my contents cover?
The contents of you and family living with you at your address are covered. This includes your spouse, children, parents, grandparents, siblings, grandchildren, in laws, and even your domestic helper.
How do I know if I have enough insurance?
This is really important. For contents, use our Contents Calculator to help estimate the value. Your house must be insured for the cost of rebuilding it, plus an allowance for removal of debris after a loss, and architects and surveyors fees.
What happens if my sum insured is too low?
If your sum insured is too low, you will be penalised when you have a claim. The amount you have claimed for will be reduced in proportion to the degree of under-insurance.
- For example: Rebuilding cost of the home $250,000
- Policy Sum Insured $150,000 60% of the value of the home
- Amount claimed $50,000
- Amount paid $30,000 60% of the amount claimed
What about special and valuable items of contents?
It is really important that you tell us about valuables such as jewellery, cameras, and computers and laptops. For specified items that require listing, check our List of Specified Items.
Quotes
How do I get a quote?
Please contact one of agents who will be happy to help you.
Claims
How do I make a claim?
Making a claim is very simple. You can download and print a claim form online.
Once you have done this, please contact your agent and they will advise you of the next steps to take.
What should I do if I have damage to my home and contents?
- Phone your agent immediately.
- Safeguard yourself and property as much as possible.
- Do not throw anything out.
- Document all damage, taking photographs whenever possible.
- Remove all undamaged items away from the peril.
What happens if I forget to tell you something, or provide wrong information?
If you give us all the information when you lodge the claim, we can process it without delay. If you leave something out or get it wrong, your claim may be delayed or in some cases, declined.
Tell us immediately when your information changes so we can keep your insurance up to date.