How to Claim Roof Damage on Insurance
A plain-English walkthrough of the roof insurance claim process in Australia, from the moment you notice damage through to getting the repair done. General guidance only: your own policy and insurer are the final word on your specific claim.
This guide explains the typical steps homeowners take when claiming roof damage on home insurance in Australia. It is general information, not personal advice, and it does not replace reading your own Product Disclosure Statement (PDS) or speaking with your insurer. Every policy has its own terms, exclusions and process.
Step 1: Make sure everyone is safe, then document the damage
Before anything else, stay off a damaged roof and keep clear of any obviously unsafe areas. Once it is safe to do so, photograph the damage from the ground and from inside (ceiling stains, for example) with a phone or camera. Note the date, the weather event that likely caused it (a specific storm, hailstorm, or fallen tree), and any other relevant details while they are fresh.
Step 2: Prevent further damage where you safely can
Most home insurance policies expect policyholders to take reasonable steps to prevent damage from getting worse, such as covering an exposed section of roof or moving belongings away from a leak. This does not mean carrying out repairs yourself; it usually means arranging temporary make-safe work such as tarping, and keeping receipts and photos of anything done. If the situation is dangerous, prioritise safety over any of this.
Step 3: Contact your insurer to lodge the claim
Call your insurer or lodge online, as your policy directs. Have your policy number, the date and cause of the damage, and your photos ready. Ask directly: what does my policy cover here, is there an excess, do I need one quote or more, and can I choose my own contractor? Write down who you spoke to and when.
Step 4: Get the damage assessed and quoted
Your insurer may send their own assessor, ask you to arrange an inspection, or both. This is a good point to get a local roofer experienced in insurance claims to inspect the roof, photograph the damage thoroughly, and provide a written, itemised quote. Having your own independent assessment alongside anything the insurer arranges gives you a clearer picture and a second opinion if needed.
Step 5: Review the outcome
Your insurer will advise whether the claim is approved, what is covered, and any excess or conditions that apply. Read this carefully and ask questions about anything unclear, especially around like-for-like replacement versus upgrades, and what portion (if any) you are expected to pay.
Step 6: Get the repair or replacement done
Once approved, arrange the repair with a licensed roofer, whether that is the contractor you already had quote the job or one from the insurer's own network, depending on what your policy allows. Keep all paperwork, before and after photos, and invoices in case anything needs to be revisited later.
If you disagree with a decision
You can ask your insurer to explain their reasoning, request a review through their internal dispute resolution process, and if you remain unsatisfied, escalate to the Australian Financial Complaints Authority (AFCA), which handles disputes between consumers and insurers independently and free of charge.