Insurance FAQs

Honey is smarter home insurance helping you prevent avoidable accidents. Rather than waiting for things to go wrong, we actively try and protect your home, with smart home sensors, from many of the common mishaps that lead to claims, like fire, theft and water damage. It’s an entirely new – and we like to think smarter – way of keeping your home and contents safer. We also use our smarts to take the guesstimating out of choosing your coverage – and to insure you in three minutes flat.

Honey is Australia’s smart home insurance for the modern-day homeowner, renter or landlord, on a mission to eliminate the majority of avoidable accidents that happen in the home. We do this through a re-imagined approach to home insurance that lets customers easily sign-up with the right level of cover by using satellite and third party data, and then provide customers with smart home technology to help protect their homes.

We protect you financially if something happens to your home or precious things. We offer three types of products with policy options to suit your needs:

Homeowners Insurance

For your primary residence - the place you live in and call home - we provide:

• Home cover - the building itself, as well as attached fixtures and fittings.
• Contents cover – your furniture, electrical appliances and personal belongings in the home, and as well as optionally some items you take outside your home.
• Combined Home and Contents cover – both of the above combined in one policy.

Renters Insurance

Where you are living in a home that you rent from someone else we provide:

• Contents cover – your furniture, electrical appliances and personal belongings in the home, as well as optionally some items you take outside your home.

Landlord Insurance 

For an investment property you are renting out and not living in we provide:

• Building cover – the building itself, as well as attached fixtures and fittings.
• Contents cover – items owned by you left at the property for the tenants use such as furniture, blinds, curtains and carpets. 
• Combined Building and Contents cover – both of the above combined in one policy.

We’re backed and underwritten by RACQ Insurance – one of Australia’s most trusted brands, and  supported by industry leaders such as AGL, Metricon, Mirvac and PEXA who invested in Honey.

This is maintained by our underwriter, RACQ Insurance, and is available on their website here.

Honey is available across major cities and most regional areas of Australia. If you discover your address is unable to be covered by Honey, check back regularly as we’re always updating our service.

You can chat with our team by calling 137 137 between 8 am and 7 pm, Monday to Friday (Sydney time). Or, if you prefer, you can also email us at contact@honeyinsurance.com. If your enquiry is urgent, it’s better to call. Email responses can take up to one business day.

You can sign up for your quote, in 3 minutes right here.

When you get a quote, you have the option to send yourself a copy by email or SMS. And if you’ve provided us with your email address, we’ll automatically send through a copy as well. Use the links in either of these to retrieve your quote.

Sometimes we’ll need to chat with you before providing a quote or coverage. Leave it to us to get in touch in these cases, and we’ll simply ask a few more questions about you and your insurance needs. In the unlikely situation that we are not able to offer you any coverage at all, our team will be happy to discuss the details of the situation.

Within an hour of signing up, you’ll receive four important documents to your email:

1. Your Certificate of Insurance
2. Product Disclosure Statement (PDS)
3. Any applicable Supplementary PDS
4. Key Facts Sheet (KFS)

These documents tell you what you are and are not covered for, your excesses, limits and more. If there’s anything in your documents that you don’t understand or seems a bit off, call us on 137 137. Once you’re good, pop your documents somewhere safe in case you need to refer back to them or make a claim.

You have a 21-day cooling-off period starting from the date and time we issue your policy or midnight on your renewal date. As long as you haven’t made a claim, you can cancel your policy within this time, and we’ll refund your premium in full.

Your documents are always available online. You can get hold of them by logging into your account. You can also call us on 137 137, and our team can email or post new copies to you. For the Product Disclosure Statement and other general documentation, you’re able to download them directly from our site.

When you take out a policy we send you your Certificate of Insurance. However sometimes your bank or another institution will require a Certificate of Currency. Certificates of Currency are available online. You can access yours by logging into your account. You can also call us on 137 137, and our team can email or post a copy to you. We can also send a Certificate of Currency directly to your financier. Have their details ready when you chat with us.

A cover note is a temporary document issued by an insurance company that provides proof of insurance coverage until a final insurance policy can be issued. A cover note is different from a certificate of insurance or an insurance policy document.

We don’t offer cover notes for Home, Contents or Landlord Insurance.

You can choose to pay annually or by the month, whatever suits you, at no extra charge.

We debit your annual or monthly premium from a credit card or bank account. 

For annual payments, you can select the date of your first payment, as long as it’s up to 30 days after your policy activation date. 

For monthly payments, you choose the day of the month for the first and subsequent payments to be made.

If your nominated date falls on a non-business day, your payment will be taken out on the next business day.

We know life can be unpredictable, so we give you the flexibility to make changes to your cover during the policy period. If you want to request a change, call us as soon as you can on 137 137. Changes are only effective from the time you notify us.

Give us a call on 137 137, and our team will sort it out for you.

Moving can be a real headache, so we’ve made updating your insurance to a new home as simple and smart as possible. Before you move, give us a call on 137 137 to chat through all the details. We’ll need to know things like:

• The date you are moving
• Where you are moving to
• Details of your new home

Premiums are calculated based on where you live, so your new home might have a different premium than your old place.

Yes. You can log in to your account and update some details about your policy at honeyinsurance.com/my-account/

Our claims team is here for you, all day, every day. If you need to make a claim, you can lodge it online or speak with our team on 137 138. We’re available 24/7/365. If you’re in an emergency and your home is damaged or under threat of damage, call the SES on 132 500.

For more details, check out our Claims page.

To help us process your claim as quickly as possible, please have the following info handy when lodging your claim online or on the phone:

• Your policy number (it’s the number in your online reference or policy documents)
• The date and details of the incident
• A Police Report number for lost or stolen items
• Details of any damaged property or items that have been lost or stolen
• Proof of ownership of any damaged or stolen property (e.g. receipts, invoices or photographs)
• A damage report and quote for repairs of the damage
• Samples of damaged items such as carpet, blinds or rugs (only if it’s safe to get them)
• Contact details of any witnesses or other people involved
• Your paid invoices
• Photos of any damaged contents that are creating a health hazard

Your Certificate of Insurance has all the details of what you’re entitled to claim.

Our team gets in touch every 20 business days – at a minimum – to update you on the progress of your claim. If you need to chat about anything in the meantime, we’re here for you. Just give us a call on 137 138.

These documents help us validate your claim and make sure we have all the info needed to process things quickly. If you can’t find your documents for some reason, we’ll work with you to find a way to keep your claim progressing and get everything finalised.

Claims handling and settling services are provided by RACQ Insurance. To view the RACQ Insurance Claims Philosophy please click here.

For more information about the claims process please visit the RACQ Insurance Claims Website.

The Cyclone Reinsurance Pool, developed by the Australian Reinsurance Pool Corporation (ARPC) allows Honey to help lower the cost of premiums for customers who live in areas where cyclones are common, such as North Queensland. The pool aims to make the cost of insurance more affordable for homes that have a high or medium risk of being affected by cyclones and cyclone-related flooding, and have relevant cyclone protection measures in place.

Yes, Honey covers loss or damage to your home or contents caused by a storm, including cyclone. However, if you live in a cyclone-prone area, then you could be eligible for a lower premium under the Cyclone Reinsurance Pool.

You could receive a reduction on your insurance premium if your home has had cyclone-grade resilience improvements or renovations made to it.

There won’t be any changes to what your policy covers.

There will be no change to how Honey customers will make a claim. The Honey claims team is here to support you through the same process as always.

New and renewing policies starting from 28 November 2023 in cyclone-impacted areas of Australia could be eligible for a lower premium if those customers:

• Hold a Honey Home Insurance policy
• Are located in an eligible postcode, such as coastal areas north of the Tropic of Capricorn
• Have eligible cyclone-grade protection measures

If you have an existing and eligible Honey policy and your policy started or renewed from 28 November 2023, we can review your premium if eligible cyclone-grade protection measures are installed. Simply call our friendly team on 137 137.

We comply with our obligations under Australian Privacy Law. Our Privacy Statement explains how we treat your personal information. This info is also detailed in our Product Disclosure Statement.

We take the collection and privacy of your details very seriously. All your financial details remain encrypted and secure once entered into our system. Our Privacy Statement explains how we treat your personal information.

We understand that sometimes we may not always meet your expectations and you may have a complaint. If this happens, we treat this seriously and have a process to deal with your complaint.

Making a complaint is a 3-step process

• Step 1: Talk to us by either calling on 137 137 or sending an email to feedback@honeyinsurance.com. We aim to acknowledge all complaints within 24 hours.
• Step 2: If you’re not happy with our response to your complaint, you can refer your complaint to our Internal Dispute Resolution Committee. 
• Step 3: If you’re not happy with how our Internal Dispute Resolution Committee decides to resolve your complaint, you can refer it to the Australian Financial Complaints Authority [AFCA]. 

This is just a summary. The full details of our complaints and feedback process can be found here.

A premium is the amount you pay to get insurance cover. It is the cost of your insurance policy.

Your premium is based on a number of things, including:

• What you choose to insure and how much you choose to insure it for
• Where your home is and risk information specific to your location (e.g., the likelihood of a flood, cyclone or bushfire, or crime rates in your suburb)
• Features specific to your home (e.g., building materials, the age of the building, and security features)
• The excess amount you have chosen
• Your claims history
• Your age

In most cases, the higher the risk of loss or damage, the higher the insurance premium. The chance of loss or damage is different for everyone, so we calculate your premium based on your individual circumstances.

You can reduce your premium by choosing a higher excess. Remember, though, that while your premium will be cheaper, you will have to pay a higher excess if you need to make a claim.

The Insurance Council of Australia has developed the Understanding Insurance website.  It is designed to educate you about how insurance works.

The Emergency Services Levy (ESL) is an emergency services insurance contribution scheme that funds the fire and rescue emergency services in New South Wales (NSW). Insurance companies are required to contribute to the budget for these services in NSW each financial year. Insurers may reclaim this amount from their policyholders by charging an ESL in their insurance policy premium.

The Emergency Services Levy Insurance Monitor (ESL Monitor) published an Order requiring insurance companies, and those acting on their behalf, to provide a breakdown of the ESL component of the premium, as well as year on year premium comparisons. These disclosure requirements are being enforced by the ESL Insurance Monitor.

There is no direct charge to policy premiums because of the Emergency Services Levy (ESL). But you may see an impact in the ESL contribution compared to last year. Want to know more? Check out the Revenue NSW website for information.

An insurance company can offer you a range of policies. You can use this information to purchase a policy from that insurance company. Brokers are professional advisors who have access to insurance policies from a range of insurance companies. They can provide you with advice on which policy is best suited to you, and they will purchase this policy from the insurance company on your behalf.

When we talk about risk, we are talking about the chances of an incident occurring that will cause damage or loss. All insurance companies calculate risk to determine a customer’s premium. It’s putting a financial value on the risk. When we assess and price risk, we are working out how much it would cost to replace and/or rebuild the insured item and the likelihood that this will occur in a period of insurance (i.e. one year).

For example, if you have a low-lying, single-story house on a waterway, your property could be considered a high flood risk. 

We know it’s not that black and white. However, while we consider many other factors, both of these scenarios could result in a higher premium or additional excess.

This is when the amount you are insured for on your Certificate of Insurance is below what it would cost to replace or rebuild. According to the Insurance Council of Australia, your property is considered to be underinsured if your insured amount covers less than 90% of the cost to rebuild.

For example, if your home is insured for $200,000, but it will cost $300,000 to rebuild it, you may not receive enough money from your insurance company to rebuild. Our smart calculators provide you options to help you work out how much you could insure your property for.

Over-insurance is when you insure your property for more than it is worth. This does not mean you will get the inflated value if you make a claim. In the event of a successful claim, you can be paid the replacement value of the property lost or damaged.

For example, if your home is insured for $300,000 when it only costs $200,000 to rebuild, you may only receive $200,000 from your insurance company. Our smart calculators provide you options to help you work out how much you could insure your property for.

Insurance companies need insurance as well. It’s call reinsurance. In the event of a major catastrophe, sometimes the amount of money we pay to help customers recover from loss or damage takes a large portion out of our reserves. By insuring a percentage of those reserves, we make sure that we can recover some of the money we pay out to customers. That way, we can continue to offer you a competitive premium.

Homeowners Insurance can cover you for both your home’s building and contents in the case that they need repair, rebuilding or replacement after an insured event (a fancy way of saying something happened and then you need to make a claim). This includes protection from unpredictable weather and the impacts of cyclones, floods, storms and bushfires. Homeowners Insurance also protects you against things like theft, damage and legal liability.

Honey Homeowners Insurance covers your home and/or contents against loss or damage as a result of an insured event. For a full list of the insured events we cover, please refer to our Product Disclosure Statement.

We do. Our Product Disclosure Statement defines a flood as: The covering of normally dry land by water that has escaped or been released from the normal confines of any of the following:

• a lake, river, creek or other natural watercourse (whether or not it has been altered or modified)
• a reservoir, canal or dam

For a full list of exclusions under your policy, please refer to the Product Disclosure Statement.

You’re covered from the date you requested your cover to start. However, if you don’t have existing insurance, we can’t cover you for fire or flood damage for 72 hours.

We insure a new-for-old replacement on your belongings. This means that your covered possessions will be replaced with brand new items should something happen to them.

While we aren’t able to provide you with advice on the replacement costs of your home or how much to insure it for, we use the information you give us and data sourced from third parties to recommend an amount of cover you could have. You could use this recommendation as a guide.

When considering how much you should insure your home for – often referred to as the sum insured – you should include: the full cost to rebuild your home, including the cost of structural improvements on the property. However, don’t include land value. Our policies include an allowance for demolition and site clearance, as well as professional fees. You should also consider increased building costs to meet any relevant local council building requirements. If you are unsure of the replacement cost, a builder or architect may be able to assist you.

We recommend that you use a home building calculator to determine independently an appropriate sum insured for your needs, which you can then compare to the guide provided by us during your quote.

We aren’t able to provide you with advice on the replacement costs of your contents or how much to insure it for. Instead, we use the information you give us and data sourced from third parties to recommend an amount of cover you could have. You could use this recommendation as a guide.

Your contents sum insured should include items such as fixtures and fittings (e.g. carpet, blinds, curtains), furniture, electrical goods, and all personal items. Items of value that you want to list on your Certificate of Insurance – such as jewellery, media or artworks – should also be included in the overall sum insured.

We recommend that you use a contents calculator to determine independently an appropriate sum insured for your needs, which you can then compare to the guide provided by us during your quote.

Think about the items you wouldn’t be able to resume a regular day without, if these items had been stolen or damaged. What’s a home office without your laptop, your living room without your TV, or your shower without running water?

Another way of thinking about this is to consider the cost of replacing all of your items, rather than just their current value. In the event of needing to make a claim, and if you need to replace all your items, you may not have the money available to do so. This is why it’s recommended to have contents insurance.

Certain individual items such as valuables, collectibles and media have limits on how much they can be covered for. Details of this can be found in our Product Disclosure Statement. If you would like to be covered for the full replacement value of an item, let us know, and we’ll list it on your policy. You may need to provide proof of each item’s value at the time of a claim, so we recommend keeping receipts, valuations or proof of purchase.

There are limits to how much some types of items can be covered for. If they’re not listed on your policy for the full value, they may be subject to the limits stated in our Product Disclosure Statement (PDS). Please check out the PDS for items that need to be listed, as well as the standard limits that apply.

If you need to make changes or list additional items under your policy, call us on 137 137. Our team will sort it out quick smart.

Each year when your policy renews, we automatically increase the amount you are insured for by the uplift rate. The uplift rate is a percentage increase aimed at helping account for increasing costs. You do not have to accept this increase. In addition to this adjustment, you may also want to consider the value of any new contents or improvements to your home. If you need to make changes or list additional items, call us on 137 137. Our team is on hand to help you out.

Normally, we can’t insure homes under strata title. They’re insured under a body corporate. There are a few instances where we can offer building insurance for strata title properties. We may also be able to offer contents insurance to cover any fittings and fixtures that aren’t covered as part of the strata insurance. If you are unsure, give us a buzz on 137 137. Our team will be happy to chat things through with you.

Strata title is a title based on dividing the site into lots with separate titles. The most common application of strata title is for units, but it is also used for complexes with a number of duplexes and villas.

Advanced Cover is available on home and contents insurance policies. It provides cover for both Accidental Damage and Motor Burnout.

Though we do our best to protect you from accidents, we know they’re still going to happen. Accidental Damage cover protects you in the event that you accidentally damage your home or contents.

For example, if you are moving furniture around the house and damage your wall, or if you spill a drink that damages your carpet, you could be protected under the Accidental Damage option. For full details of conditions and exclusions, check out our Product Disclosure Statement.

Motor Burnout covers you for damage caused by an electrical current that results in the burnout of a household electrical motor. Examples of items that have electric motors are ducted air conditioning, pool pumps and refrigerators. For full details of conditions and exclusions, check out our Product Disclosure Statement.

An excess is the amount you are required to pay towards a claim on your policy. When you take out a policy, we apply a standard excess. On most of our policies, you can select your excess from a range of options to increase or decrease your premium. A higher excess reduces your premium and costs you more at claim time. A lower excess increases your premium but lowers your costs at claim time. The choice is entirely yours based on what’s appropriate for you.

An excess is payable for all claims made against your policy – unless we state otherwise in the Product Disclosure Statement (PDS). Excesses on insurance policies help keep premiums down by reducing the number of small claims made. The amount and type of excess you have to pay will be shown on your policy schedule. For full conditions and exclusions relevant to your policy, check out your policy schedule or PDS.

You can find your nominated excess on your home and/or contents Certificate of Insurance. That document is sent to you by email when you first take out your policy or when your policy is renewed. If you can’t find your Certificate of Insurance, please call us on 137 137. Our team is here to help.

You can increase your excess at any time during the policy period. You can only decrease your excess when renewing your policy or within the 21-day cooling-off period – provided you have not made a claim.

An excess is the amount you contribute towards claims. This means if you’re willing to contribute more at the time of a claim – paying a higher excess – you will generally have a lower premium during the policy period.

If your claim is a result of the same insured event and the damage sustained is due to the same insured event – e.g. damage to both your home and contents as a result of the same storm – then you will only need to pay one excess, whichever is the higher of the two.

Landlord Insurance can cover both the building and the contents of your investment property in the case that they need repair, rebuilding, or replacement after an insured event (a fancy way of saying something happened and then you need to make a claim). This includes protection from unpredictable weather and the impacts of cyclones, floods, storms, and bushfires. Landlord Insurance can also protect you against things like theft or damage by a tenant, lost rent, and legal liability.

There are several differences between Landlord and Homeowners Insurance, the main difference being that Landlord Insurance provides protection for an investment property you are renting out and not living in, whilst Homeowners Insurance is for your primary residence – the place you live in and call home.

Homeowners Insurance covers the home and/or contents of the house you permanently live in (commonly called a “dwelling”), the things (contents) in your house, and your liability related to the property. It does not cover the risks that come with having a tenant living at your property, such as tenant damage and rent default, making insurance for landlords relevant to cover any property that you permanently rent out.

Firstly, it’s great that you have chosen Honey Insurance to cover your primary residence – the place you live in and call home. Landlord Insurance should not be used to cover your primary residence, however if you have an investment property Honey Landlord Insurance could be for you. Landlord Insurance can protect your investment property from the risks that come with having a tenant living at your property. Additionally, if you’ve borrowed money to buy your investment property, your financial institution may require you to take out insurance on the property.

There are a few situations where you may want to consider contents insurance as a landlord to make sure you have appropriate cover. 

For example, if your property is an apartment, townhouse or unit and is covered by insurance under a strata title that policy may not cover everything that you would like covered. For example, fixtures and fittings such as the kitchen cupboards and appliances, as well as carpets, curtains and blinds may not be covered within your strata insurance policy. A strata policy is also unlikely to provide cover for the risks associated with a tenant living in your property such as loss of rent and tenant damage. You should check this and consider a landlord content policy. 

Where your investment property is a free-standing house, look beyond the building. Whether the property is fully furnished, has a couple of big-ticket items (a refrigerator, a washing machine etc), or nothing at all but the carpet and curtains – contents insurance may be suitable for you as a landlord.

Landlord Insurance can cover your investment property building and/or contents against loss or damage as a result of insured events such as theft or vandalism, floods, fires and storms to mention a few. Landlord Insurance can include building, contents or combined building and contents cover.

Building cover provides cover for the building and structures not under strata title, outdoor items such as fixed water tanks, barbecues and solar panels, and indoor items like walls, ceilings and floors. It can also provide cover for fixtures and fittings such as carpets, curtains and blinds. Contents cover for landlords can cover things like electrical appliances, your furniture and furnishings within the property, lawn and garden equipment and unfixed swimming pools.

Landlord Insurance also provides cover for many of the specific risks that come with renting out your property to a tenant. This includes cover for accidental or malicious damage caused by the tenant, rent default and loss of rent due to the property being impacted by an insured event.

For a full list of the insured events and coverages, as well as terms, conditions and any applicable limits please refer to our Product Disclosure Statement.

We do. Our Product Disclosure Statement defines a flood as: The covering of normally dry land by water that has escaped or been released from the normal confines of any of the following: a lake, river, creek or other natural watercourse (whether or not it has been altered or modified) a reservoir, canal or dam. Please refer to the PDS as certain conditions and exclusions apply.

​​For a full list of exclusions under your policy, please refer to the Product Disclosure Statement.

You’re covered from the date you requested your cover to start. However, if you don’t have existing insurance, we can’t cover you for flood, water runoff, bushfire, storm surge or storm damage for 72 hours.

Honey Landlord Insurance provides new-for-old replacement on your belongings. This means that your possessions will be replaced with brand new items should something happen to them. Because they wear and tear, unfortunately, carpets over 10 years old are not covered with new for old.

We aren’t able to provide you with advice on the replacement costs of your investment property or how much to insure it for. Instead, we use the information you give us and data sourced from third parties to suggest an amount of cover you could have. You could use this suggestion as a guide.

When considering how much you should insure your investment property for – often referred to as the sum insured – you should include the full cost to rebuild your investment property, including the cost of structural improvements on the property. But don’t include land value. Our policies include an allowance for demolition and site clearance, as well as professional fees for the design of your replacement home. You should also consider increased building costs to meet any relevant local council building requirements. If you are unsure of the replacement cost, a builder or architect may be able to assist you.

We recommend that you use a property building calculator to determine independently an appropriate sum insured for your needs, which you can then compare to the guide provided by us during your quote. Keep in mind that policies receive 5% of the building sum insured for fixtures and fittings, except strata title.

Normally, we can’t insure the building of an investment property under strata title. They’re insured under a body corporate. We do offer contents insurance to cover any fittings and fixtures that aren’t covered as part of the strata insurance. If you are unsure, give us a call on  137 137. Our team will be happy to chat things through with you.

If you take out a Landlord insurance policy with Honey, when your tenant is in default, we may pay the net rental income up to $5K minus bond entitlement. If your building is damaged to an extent that the tenant can’t live in it, or access to use your building is not possible due to damage to the property or strata title development, we may pay for loss of rent on the insured property for the time it is unoccupied. This benefit is automatically included in your policy and subject to terms and conditions in the Product Disclosure Statement.

Your property can continue to be covered under a Honey Landlord policy against insured events even if it becomes unoccupied. You may be required to pay an additional excess if something happens, but you can rest easy knowing the property is covered.

We consider your rental property unoccupied if no one has been living in it for more than 60 consecutive days or if someone stays there on average for less than one night a week during the 60 day period.

Until the roof, floor and external walls are in place, we don’t cover loss or damage to your rental property (and building materials) or your contents caused by events detailed in the Product Disclosure Statement.

In some cases, yes. Be sure to check with your tax adviser to find out whether you can claim a tax deduction for your Landlord Insurance costs.

If your investment property is leased as a rental property, you may be able to claim Landlord Insurance costs for your rental property for the period it was tenanted or available for rent.

Yes. When your property is being repaired after an insured event such as flood, fire, or storm damage, and your tenant can’t live at the property our Landlord insurance policy will pay the net rental income up to 10% of your sum insured, up to 12 months from the insured event.

We cannot cover you without a lease agreement. You must have a rental agreement between you and the tenant, and we require that you have it managed by a licensed property manager.

Right now, we are unable to cover homes rented for short-term holiday purposes (less than 3 months) with our Landlord insurance. However, you may be able to find a suitable home or contents policy for your holiday rental on the Insurance Council of Australia website, Find an Insurer.

A long-term rental is a formal lease where the entire property is rented out as a residence for a minimum period of 3 months. A short-term rental (if you allow guests to accommodate your property registered with a provider like Airbnb) is where you rent the entire property to paying guests for short-term holiday purposes. This rental period under a casual let must be less than 3 months.

We have a specialist panel of repairers who help our customers nationally and are able to safely assess, repair or rebuild your home. As part of this process, we’ll share all information openly with you and, where you’d like to discuss an alternative action such as choosing a different repairer or being paid a fair and reasonable amount for the repairs, our Claims team will gladly support that.

At this time, we do not offer smart home sensors with our Landlord Insurance policy. However, we’ll be sure to update all policyholders if this changes.

Motor Burnout is available as an optional benefit on building and contents insurance policies. By adding Motor Burnout cover you can be covered for loss or damage to the electric motors in your eligible electric appliances if they burn-out and stop working - provided they are less than 10 years old.

An excess is the amount you are required to pay towards a claim on your policy. When you take out a policy, we apply a standard excess. On most of our policies, you can select your excess from a range of options to increase or decrease your premium. A higher excess reduces your premium and costs you more at claim time. A lower excess increases your premium but lowers your costs at claim time. The choice is entirely yours based on what’s appropriate for you.

An excess is payable for all claims made against your policy – unless we state otherwise in the Product Disclosure Statement (PDS). Excesses on insurance policies help keep premiums down by reducing the number of small claims made. The amount and type of excess you have to pay will be shown on your policy schedule. For full conditions and exclusions relevant to your policy, check out your policy schedule or PDS.

You can find your nominated excess on your building and/or contents Certificate of Insurance. That document is sent to you by email when you first take out your policy or when your policy is renewed. If you can’t find your Certificate of Insurance, please call us on 137 137. Our team is here to help.

You can increase your excess at any time during the policy period. You can only decrease your excess when renewing your policy or within the 21-day cooling-off period – provided you have not made a claim.

An excess is the amount you contribute towards claims. This means if you’re willing to contribute more at the time of a claim – paying a higher excess – you will generally have a lower premium during the policy period.

If your claim is a result of the same insured event and the damage sustained is due to the same insured event – e.g. damage to both the building and your contents as a result of the same storm – then you will only need to pay one excess, whichever is the higher of the two.

Renters Insurance can cover the contents within a home, including all of your valuable belongings following an insured event. This includes protection of your contents from unpredictable weather and the impacts of cyclones, floods, storms and bushfires. Renters Insurance also protects you against things like theft, damage and legal liability.

Renters Insurance covers your contents against loss or damage as a result of an insured event. For a full list of the insured events we cover, please refer to our Product Disclosure Statement.

We do. Our Product Disclosure Statement defines a flood as: The covering of normally dry land by water that has escaped or been released from the normal confines of any of the following:

• a lake, river, creek or other natural watercourse (whether or not it has been altered or modified)
• a reservoir, canal or dam.

For a full list of exclusions under your policy, please refer to the Product Disclosure Statement.

You’re covered from the date you requested your cover to start. But if you don’t have existing insurance, we can’t cover you for fire or flood damage for 72 hours.

We insure new-for-old replacement on your belongings. This means that your possessions will be replaced with brand new items should something happen to them.

We aren’t able to provide you with advice on the replacement costs of your contents or how much to insure it for. Instead, we use the information you give us and data sourced from third parties to recommend an amount of cover you could have. You could use this recommendation as a guide.

Your contents sum insured should include items such as fixtures and fittings (e.g. carpet, blinds, curtains), furniture, electrical goods, and all personal items. Items of value that you want to list on your Certificate of Insurance – such as jewellery, media or artworks – should also be included in the overall sum insured.

We recommend that you use a contents calculator to determine independently an appropriate sum insured for your needs, which you can then compare to the guide provided by us during your quote.

Another way of thinking about this is to consider the cost of replacing all of your items, rather than just their current value. In the event of needing to make a claim, and if you need to replace all your items, you may not have the money available to do so. This is why it’s recommended to have contents insurance.

Certain individual items such as valuables, collectibles and media have limits on how much they can be covered for. Details of this can be found in our Product Disclosure Statement. If you would like to be covered for the full replacement value of an item, let us know, and we’ll list it on your policy. You may need to provide proof of each item’s value at the time of a claim, so we recommend keeping receipts, valuations or proof of purchase.

There are limits to how much some types of items can be covered for. If they’re not listed on your policy for the full value, they may be subject to the limits stated in our Product Disclosure Statement (PDS). Please check out the PDS for items that need to be listed, as well as the standard limits that apply.

If you need to make changes or list additional items under your policy, call us on 137 137. Our team will sort it out quick smart.

Each year when your policy renews, we automatically increase the amount you are insured for by the uplift rate. The uplift rate is a percentage increase aimed at helping account for increasing costs. You do not have to accept this increase. In addition to this adjustment, you may also want to consider the value of any new contents or improvements to your home. If you need to make changes or list additional items, call us on 137 137. Our team is on hand to help you out.

We offer smart insurance for renters that’s as flexible as your living situation. Wherever you keep your stuff, we have you covered. Working from home, living with a flatmate, moving house, it’s all good. With our standard cover and extras, we can protect your precious things from things like storms, theft, and accidents – even when you take them out on the town.

Advanced Cover is available on contents insurance policies. It provides cover for both Accidental Damage and Motor Burnout.

Though we do our best to protect you from accidents, we know they’re still going to happen. Accidental Damage cover protects you in the event that you accidentally damage your contents.

For example, if you are moving furniture around the house and damage your wall, or if you spill a drink that damages your carpet, you could be protected under the Accidental Damage option. For full details of conditions and exclusions, check out our Product Disclosure Statement.

Motor Burnout covers you for damage caused by an electrical current that results in the burnout of a household electrical motor. Examples of items that have electric motors are ducted air conditioning, pool pumps and refrigerators. For full details of conditions and exclusions, check out the Product Disclosure Statement.

An excess is the amount you are required to pay towards a claim on your policy. When you take out a policy, we apply a standard excess. On most of our policies, you can select your excess from a range of options to increase or decrease your premium. A higher excess reduces your premium and costs you more at claim time. A lower excess increases your premium but lowers your costs at claim time. The choice is entirely yours based on what’s appropriate for you.

An excess is payable for all claims made against your policy – unless we state otherwise in the Product Disclosure Statement (PDS). Excesses on insurance policies help keep premiums down by reducing the number of small claims made. The amount and type of excess you have to pay will be shown on your policy schedule. For full conditions and exclusions relevant to your policy, check out your policy schedule or PDS.

You can find your nominated excess on your contents Certificate of Insurance. That document is sent to you when you take out your policy or when your policy is renewed. If you can’t find your Certificate of Insurance, please call us on 137 137. Our team is here to help.

You can increase your excess at any time during the policy period. You can only decrease your excess when renewing your policy or within the 21-day cooling-off period – provided you have not made a claim.

An excess is the amount you contribute towards claims. This means if you’re willing to contribute more at the time of a claim – paying a higher excess – you will generally have a lower premium during the policy period.

For Smart Home Program information, and sensor installation and troubleshooting help, visit our Smarter home FAQs.