Special notification

Urgent announcement to all Real customers affected by the NSW bushfires

At Real Insurance we have been through many serious weather emergencies with our clients and our thoughts are with everybody in NSW caught up in the recent bushfire situation. We are there to help our clients affected by the fires, who have home, motor as well as landlord insurance policies with Real Insurance.

  • Call us on 13 19 48
    Our call centre hours are 8am to 7pm and will answer calls promptly and efficiently. Outside these hours, our emergency service is there to assist you.
  • You can also lodge a claim online, or for a car claim use our Real Claims app.
  • NSW Bushfires: Stay up to date with recent events and weather information at the NSW Rural Fire Service website.

How much time do I have to claim?

  • Please don’t worry if you can’t get hold of us immediately. You have time to lodge a claim but don’t wait too long as we may need to assess your damage.
  • To make the claiming process easier for you and avoid any delays if your claim is not that urgent, it may be worth your while waiting a few days until we have dealt with the more serious claims.
  • To help claims being processed smoothly, we advise our clients to collect any relevant information that will help the claiming process.
    • For Home – have a description handy of the damage that was caused and if you have taken any photographs.
    • For Contents – please compile a list of all content items that have been damaged or lost along with estimated values.

When is the best time to call 13 19 48?

  • Our call centre hours are from 8am to 7pm. Outside these hours, our emergency service will assist you.
  • Our call centre operators are answering calls promptly and are not experiencing long waiting times at this stage. Due to recent emergency weather events however, our call centre may start experiencing longer waiting times due to higher call volumes.
  • Clients with serious levels of damage or needing immediate care will receive priority, so if you do experience longer waiting times, you can either lodge your claim online or in case of a minor event or if a claim is not urgent, we advise our clients to call back in a couple of days.

How do I claim on my Real policy?

To lodge a claim:

  • call 13 19 48 during our call centre hours from 8am to 7pm
  • lodge a claim online.

What should I do if my house is seriously damaged?

  • Our first priority is your family’s safety and security, so if your house is badly damaged or cannot be made liveable and safe, please immediately notify services such as the SES (phone 13 25 00), who are there to provide assistance in emergencies.
  • Once your immediate needs have been met, contact Real Insurance to lodge your claim.
Share this article