Home Insurance Claims & Excess Q&A
The following questions are to be used as a reference guide only and do not substitute or replace your insurance contract, the PDS or Certificate of Insurance.
Do I have to fill out forms to make a claim?
You can lodge a claim online through our Claims Centre.
Alternatively, you can call our claims team on 13 19 48, 24 hours a day, seven days a week.
What is an excess?
An excess is the amount(s) of money you pay or must contribute towards the cost of any claim. All excess amounts relevant to your cover will be shown on your Certificate of Insurance. When you take out home insurance with Real Insurance, you can nominate the level of excess you want.
Additional or fixed excesses may apply in certain situations, and these are detailed in the Product Disclosure Statement.
Can I change my home and/or contents insurance excess?
You can increase your level of excess at any time during your home and/or contents insurance policy period. However, you can only decrease your excess when renewing your policy or during the 14 day cooling off period if you have not made a claim.
How do I find out how much my home insurance excess is?
You can find your nominated level of excess on your home and/or contents Certificate of Insurance, sent to you when you took out your policy with Real Insurance, or when your policy renewed. If you can’t find these documents, please call us on 13 19 48 to find out your excess amount/s.
How does the excess amount affect the premium I pay?
The excess is the amount you contribute towards a claim, therefore, if you are willing to contribute more at the time of a claim (higher excess) you will generally have a lower premium during the policy period.
If there is damage to both my home and contents do I need to pay two excesses if I lodge a claim?
In the event that the claim relates to the same insured event and the damage sustained is due to the same insured event (i.e. storm damage to your home and contents), then you would only need to pay whichever excess is the higher of your home or contents excess.