In March 2025, a powerful weather event left parts of southeast Queensland and northern New South Wales facing a massive clean-up. Strong winds, heavy rain, and flooding caused widespread damage to homes and businesses, leaving many Australians dealing with the aftermath. If your property has been affected by extreme weather damage, it’s important to follow the right steps when making an insurance claim to ensure you get the support and compensation you need.

A step-by-step-guide to insurance claims

Dealing with the aftermath of an extreme weather event can feel overwhelming. Knowing what to do next can make a big difference. By following the right steps, you help ensure your claim is processed smoothly, so you can start to repair and rebuild as soon as possible.

Ensure safety first

• Safety is your number one priority! Don’t do anything that puts anyone at risk.
• Be mindful of electrical hazards and fallen powerlines in your area. Never approach or attempt to move fallen wires, even if they appear inactive.
• If water has entered your property, don’t turn on the electricity until it’s been inspected by an electrician.
• Don’t drive your vehicle if it’s suffered water damage.
• Report any hazards and dangers to emergency services. For non-life threatening flood and storm emergency assistance during severe weather events call 132500, visit 132500.qld.gov.au or use the SES Assistance QLD App.
• Contact your insurance provider as soon as possible to start a claim and get guidance on the claims process.

Document the damage

• Once it’s safe to do so, thoroughly inspect your property, always being mindful of you and your family’s safety.
• Before you start the clean-up, document the damage with photos and videos to support your insurance claim.
• Take photos before removing any water damaged items that may pose a health risk.
• Make a list of damaged items, including the brand, model and serial number if possible.
• Don’t throw away anything that could be repaired unless it poses a health risk.
• Speak to your insurer before you authorise any building work, including emergency repairs, and ask for the insurer’s permission in writing, as unauthorised work may not be covered by your policy.

Contact your insurance provider or broker 

• Most standard home and contents policies in Australia cover damage caused by cyclones. Contact your insurer to be clear on what you’re covered for.
• Many insurers offer online or phone claim lodgement options. Be prepared for potential delays due to high claim volumes or accessibility issues in affected areas.
• To lodge a claim, you’ll need:
  • The date when the incident occurred and an approximate time.
  • A brief description of what happened and what has been damaged.
  • If the property requires a “makesafe” (temporary repairs to prevent further damage/ensure the property is safe & secure), the Insurer will require a contact name and number of the policy holder. The insurer will triage these requests and arrange emergency repairs once it is safe to do so.
• Contact Astute Insurance on 07 3368 2106 to get help managing your claim.
• You can also contact your insurer directly by phone or email:
  • CGU – 13 24 80 (24/7) or claims@cgu.com.au
  • Blue Zebra – 1300 171 535
  • Hollard - Emergency claims line: 02 9253 6600 or their general claims 1300020287  (9-5pm M-F Syd time) or email brokerclaims@hollard.com.au, 1300 020 287 (9am-5pm M-F Syd time
  • QBE – 133 723 or email giclaims@qbe.com
  • SGUA - 1300 697 482 – insurance@sgua.com.au
• If you can’t remember who you’re insured with, check your bank statements (including online or via an app) for your premium payments, or call the Insurance Council of Australia’s disaster insurance hotline on 1800 734 621. 

Get support and stay informed

• Keep in touch with your insurer or insurance broker throughout the claims process.
• Don’t hesitate to ask for clarification if you’re not sure about something.
• If you’re concerned about meeting any loan repayments, contact your lender as soon as possible to discuss assistance that might be available to you.
• If you need support with debts, contact the National Debt Helpline on 1800 007 007.
• Lastly, be wary of anyone who asks for payment up-front. Scammers often target people who have been affected by natural disasters, claiming to help identify damage to your property with a free inspection.

If you have any questions about insurance or you need help navigating your insurance claim, reach out to the team at Astute Insurance – call 07 3368 2106 to speak to an Astute Insurance broker.

While all care has been taken in the preparation of this publication, no warranty is given as to the accuracy of the information and no responsibility is taken by Finservice Pty Ltd (Mortgage Express) for any errors or omissions. This publication does not constitute personalised financial advice. It may not be relevant to individual circumstances. Nothing in this publication is, or should be taken as, an offer, invitation, or recommendation to buy, sell, or retain any investment in or make any deposit with any person. You should seek professional advice before taking any action in relation to the matters dealt within this publication. A Disclosure Statement is available on request and free of charge.

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