Insurance claims

A. Ex-gratia support payments for losses up to $500,000 will be provided for ANZ and OnePath home and landlord insurance customers impacted by the recent floods. Payments will be determined in accordance with policy cover limits for buildings and contents. In addition, a $2,500 excess per policy will be applied. Customers with ANZ home or landlord insurance can call the Claims Team on 13 16 14 for further information or view the media release (PDF 28kB).

A. Once customers have lodged a claim, the general turn around time for an assessor to make contact with the customer is 24-48 hours. Once an Assessor or Claims Specialists makes contact with the customer, the customer will be advised of further information including what they can expect during the claims process.

A. Customers experiencing delays with our call centre can lodge an online claim form with their name, policy number and claim number. This will be reviewed and all attempts to respond to the customer request will be made within 24 business hours.

A. Customers should first and foremost ensure their own health and safety. Customers who have lodged a claim will be given advice on what action they can take to begin cleaning up any damage to their property.

All customers who have damage to their property should ensure that they take photos of the damage to home and contents, and make an inventory of damaged items, including a description of the damage.

The Claims Team can give further advice on whether any action can be taken by customers while waiting for an assessor to attend.

A. Storm surge (this means an increase in the water level caused by storm and tide) except where it happens at the same time as flood.

If in doubt please call or lodge your details and we will assess each claim on its individual merits.

A. Based on recommendations from the Insurance Council of Australia and our underwriters, as a precaution an embargo has been placed on underwriting Home, Landlord and Motor vehicle insurance policies in a number of postcodes. This means no new Home, Landlords or Car insurance applications will be accepted in these postcodes until further notice.

The underwriting restrictions now in place are: 

• No writing of new business 
• No increase to sum insured (limits) 
• No adding of locations to existing policies

Customers wishing to take out insurance are encouraged to call ANZ Insurance on 13 16 14 (Option 2 for Home, Landlords and Motor; then Option 2 for sales). Our ANZ Insurance Sales team will be able to advise as to whether the postcode has been placed under embargo and if cover can be taken or existing cover endorsed or amended.

A. Customers with existing ANZ Home, Landlord or Car Insurance policies can add flood cover to their existing policy. Customers should call ANZ Insurance on 13 16 14 (Option 2 for Home, Landlords and Motor; then Option 3 for sales) to apply for this cover.

Please note that a 48 hour exclusion only applies to floods for new business, it doesn't apply to endorsements.

A. If you are an existing ANZ Home or Landlord insurance customer and your policy has renewed or have purchased after the 8th May 2010, you will automatically have had flood cover added to your policy. Alternatively, please call 13 16 14 (Option 2) to check your policy limits and definitions.

A. Some customers may be eligible to receive emergency payments to assist them with alternative accommodation and buying essential items to get them through the immediate future.

All affected customers who currently hold ANZ Home and Landlord insurance policies are encouraged to make contact and lodge claims as soon as possible by calling ANZ insurance claims on 13 16 14 (Option 2). Customers will be advised by a Claims Specialist about their policy limits and if they are eligible to claim for such benefits.

For further information customers can call ANZ insurance on 13 16 14.

The Insurance Council of Australia is frequently publishing tips for consumers to assist them during these events.