Home insurance claims: Who repairs my home?

Claims Managers

Our Claims Managers will keep you informed with updates on your claim, including repairs and timelines, guide you through the next steps, and make sure you are satisfied with the repairs when they are complete.

You can contact them by phone, email or via My Claim Manager.

Assessor

Depending on the type and level of damage to your home, you may be assigned an Assessor.

Their job may include:

• Looking at the damage to your home either in-person or virtually. This is called an assessment.
• Reviewing a repair estimate, sometimes called a ‘repair quote’, written by the Builder.
• Approving repairs that are covered as part of your insurance policy.

When needed, your Assessor may visit your home to offer guidance and support. They may bring a builder with them to help answer any questions you have and ensure your concerns are addressed quickly.

Builder and their team

The Builder and their team manage the repairs to your home. Their jobs include:

• Organising the Builder’s Estimator/Supervisor to write a report identifying what caused the damage. Sometimes a separate specialist is required to do this, for example an engineer.
• Completing repairs that are covered as part of your insurance policy.
• Arranging any additional tradespeople to complete their part of the repairs. For example, a plumber.
• Keeping your repairs on track. For example, making sure tradespeople have contacted you to book time to complete repairs, and ensuring materials are ordered so your repairs can progress.

As part of your repairs, you may need to select certain items and materials for your home. For example, fixtures like lights and sinks, fittings like carpets, and paint or tile colours. Your Builder will help you with this.

Builder’s Estimator/Supervisor

Depending on the repairs needed to your home, the Builder may involve a Builder’s Estimator/Supervisor. They will visit your home while the repairs are taking place. It is their job to:

• Check the damage to your home and write a detailed report about the cause. This is known as a damage report.
• Prepare a detailed summary of the work needed to repair your home. This is known as a Scope of Work. We will start your repairs after you have signed your Scope of Work.
• Carry out quality inspections to make sure the repairs are completed correctly and to a high standard.

When we are repairing your home, one or more tradespeople will generally be needed to complete the work.

Your Builder will let you know who will be needed. Depending on your circumstances either the Builder or tradesperson will contact you directly to book a time to come.

The tradespeople will be authorised to complete repairs that are covered as part of your insurance policy. Sometimes our Assessors and Builders may identify maintenance issues or damages that are not covered as part of your claim that you will need to fix. Depending on what is needed, you may need to complete these repairs before our builders can start work on the repairs covered by your insurance policy.

We have listed some of the more common trades you might see. Depending on the type and level of damage to your home, there may be additional specialists or trades that need to attend – for example an engineer, a glazier, a hydrologist. If you have any questions about additional specialists or trades, please speak to our Claims Managers. They will be happy to help.

Tradespeople to make it safe

If needed, we will organise a builder from our supplier network to complete emergency repairs to help prevent more damage. For example, a glazier to board up a window, or a roofer to install a tarp. The tradespeople who complete emergency repairs may not be the same tradespeople who complete further repairs.

Demolition

If needed, the Builder arranges for tradespeople to remove any damaged items and to make a home ready for repairs to start. This can include removal of walls, flooring, and cabinetry, and so on.

Restorer

A restorer also works to make a home ready for repairs. They set up drying or dehumidifying equipment to improve airflow and reduce drying times, for example for carpet. They can also undertake mould containment or removal, removing contaminants, and so on.

Carpenter

A carpenter strips out damaged areas of a home. Later in the repair process, they return to do any building repairs such as wall framing, fixing walls, doors, windows, and cabinetry.

Roofer

A roofer identifies damage caused by wind, hail, or impact or to locate points where rainwater has entered a home. They repair roofs and gutters.

Electrician

An electrician tests electrical wiring and removes and replaces power points, switches or light fittings where needed, to allow repairs to take place or to detect electrical faults. They may return after any painting is complete to refit any electrical fixtures that were removed.

Plumber

A plumber identifies the source of any water leaks and carries out plumbing repairs. They can remove plumbing fixtures such as taps, toilets, and hot water systems to allow other repairs to take place. For example, removing taps before tiling. They will be back after painting is complete to refit any plumbing fixtures that were removed.

Plasterer

A plasterer repairs and replaces damaged plaster. They also seal joins in walls and ceilings and attach cornices if required. They return to sand walls and ceilings, ready for a painter or any waterproofing.

Tiler

A tiler completes floor, wall, kitchen, or bathroom tiling work. This can include removing original damaged tiling and then returning to lay new tiling. When needed, they also complete waterproofing to any wet areas, like bathrooms.

Painter

A painter inspects the surfaces to be painted, completes minor preparation work and applies the selected painting materials.

Removalist

A removalist removes and then brings back any furniture and belongings that need to be stored as part of a claim.