When an unforeseen event such as accidental damage, fire damage, or theft affects your rental property, knowing what comes next can help you feel more in control during a stressful time. As an investment property owner, understanding the claims process can make a significant difference in navigating the path to recovery.

At SGUA, we’re committed to supporting clients through every step of the journey, while being transparent that each claim can vary significantly. Every situation is unique, and while we aim to handle claims efficiently, outcomes often depend on multiple factors such as the type of property damage, the availability of information, or delays in providing evidence.

Here is a general overview of what to expect after lodging a claim and how you can best prepare. 

Step 1: Immediate Action and Safety

The first priority after any insured event, whether it's water damage, broken windows, or a power surge, is ensuring everyone’s safety. If needed, emergency services should be contacted immediately. Once safe, it’s important to take reasonable steps to prevent further damage.

For example, in the case of storm damage or a burst pipe, you may need to arrange emergency repairs to ensure the property is safe. Keeping receipts and documenting this work will be helpful for your insurance provider when reviewing your claim.

Step 2: Notify SGUA of the Incident

The next step is to contact SGUA as soon as possible. Policyholders can initiate the claims process through our online system or by contacting our support team directly. The earlier a claim is lodged, the sooner we can begin the assessment process.

You’ll need to submit basic details, including:

• Date and location of the incident.
• Description of what occurred.
• A list of damaged items or personal belongings.
• Supporting documents or images.

Step 3: Lodging the Claim

Once initial contact is made, you’ll be guided through the steps to submit your formal claim. This includes completing a claims form and attaching relevant documents. Depending on the situation, we may ask for additional documentation, such as:

• Photos of the damage
• Police reports (if applicable)
• Repair or replacement quotes
• Proof of ownership or purchase for home contents

Being thorough at this stage can help avoid delays. Double-check that all required information has been provided before submitting your application.

Step 4: Claim Review and Assessment

Once we receive your claim and all necessary documents, SGUA will assign an insurance professional to review and assess it. This part of the process varies depending on the circumstances and complexity of the case.

In some instances, particularly for more extensive property damage claims, we may need to arrange for an on-site inspection. The purpose of this inspection is to better understand the cause, scope, and value of the damage. For example, fire damage or damage from natural disasters often requires a detailed assessment before settlement can proceed.

Step 5: Communication and Clarification

SGUA values open and ongoing communication. Throughout the assessment, we’ll do our best to remain in contact with the policyholder to provide updates, request clarification, or discuss cover limits under the insurance policy.

Sometimes claims can be delayed if:

• Documents are missing.
• Information is inconsistent or unclear.
• The property owner is unavailable for follow-up.

To avoid this, we encourage clients to stay responsive and provide clear, timely responses.

Step 6: Outcome and Settlement

Once the claim is assessed and approved, SGUA will proceed with settlement. This may involve:

• Reimbursing for repairs already completed.
• Arranging approved contractors to carry out the work.
• Providing funds for damaged items that are covered under the policy.

Note that the method of settlement depends on the nature of the claim, the agreed coverage, and the specific needs of the client.

Step 7: Repairs and Rebuilding

If repairs are needed, we can work with authorised repairers to ensure work is done to standard. In the case of major building insurance claims, like those involving structural damage, our support continues through the completion of works. We aim to ensure that properties are restored and protected for future tenancies.

Where applicable, our policies may also provide cover for loss of income while the property is uninhabitable. 

How You Can Help Us (h2)

Being proactive and communicative during the claims process can make a major difference in the timeline. Helping clients gather documents, understand their insurance coverage, and stay informed will ease stress and build trust.

Investment property owners should:

• Understand that a policy can feel wordy, but a PDS is a great first port of call in ensuring you know what you're covered for. Our helpful team is always happy to help if you need any clarity! 
• Describe the incident as best as you can when asked about it. Taking pictures also helps. 
• Be aware of any exclusions or coverage limits.
• Maintain good records of all communication and costs.

Get the Right Cover

Whether you're a landlord or property investor, understanding the SGUA claims process helps you prepare for the unexpected. A clear plan of action, prompt communication, and accurate documentation are the keys to navigating property insurance claims successfully.

Have questions about your insurance policy or want to learn more about our cover options? Visit our website to find a solution tailored to your needs.

Disclaimers: “General advice provided on this website does not take into account your objectives, financial situation, or needs. Please read the relevant Product Disclosure Statement, Financial Services Guide and Target Market Determination available from us to consider whether our product is right for you. Benefits are subject to terms and conditions, including excesses, limits, and exclusions of your policy."