In an Emergency

If your home is at risk of further damage or you are unable to live in it, call our Emergency Claims Assistance line anytime on 13 2423.

How to make a claim

  • 1. Prepare your claim

    Check your Certificate of Insurance to see what and how much you're covered for. The Home Insurance Product Disclosure Statement (PDS) can explain more about Insured Events and how the excess is applied.

    Have your policy and personal details ready, along with details of the loss or damage, descriptions, receipts and photos of contents lost or building damages.

    Alternatively, log on to NetBank to view your policy coverage.

    NetBank log on

  • 2. Submit your claim 

    Lodge your claim online and get instant confirmation. Our claims specialist will contact you via email by the next business day to advise next steps and if any further information is required to assess your claim.

    Alternatively call us on 13 2423.

    Claim online

  • 3. We’ll assess your claim

    For building claims, we may arrange for an inspection to assess the damage. The builder will provide a recommendation for the rebuild, replacement or repair needed to fix the damage.

    For contents claims, we’ll assess the information along with the supporting documents you provide to us.

    Enquire about a claim

  • 4. Settling your claim

    If we’ve agreed to pay your claim, we’ll contact you to let you know how we’re going to settle.

What you need to provide

  • When making a claim having these details handy means we can quickly assess your claim:

    • Your phone number
    • Your policy number
    • Details of contents lost or damaged including:
      • Receipts
      • Valuations certificates
      • The make and model
      • Purchase price and date as well as replacement cost
    • Photos showing damage to your building and/or contents
    • A police report number if you have had a theft or vandalism

    Our claims specialist will let you know if they need more information to assess your claim.

Settling your claim

  • If we’ve agreed to pay your claim

    We'll contact you to discuss how your claim should be settled. Settlement options are:

    • Repairing or rebuilding the lost or damaged part of your building
    • Replacing or repairing your contents
    • Giving you store credit or a voucher
    • Paying you for the cost of your claim, up to the sum insured on your Certificate of Insurance
  • Repairing your building

    If we settle your claim by repairing the damage to your building, one of our preferred builders will:

    • Draw up a scope of work for you to review and approve
    • Agree a time with you to start work on repairs
    • Give you an estimate of when work will be complete

    You will also need to pay your policy excess to our preferred builder.

Emergency Assistance Package

If a natural disaster strikes, we activate an Emergency Assistance Package for CommBank and CommInsure customers.

Find out more


  • Documents & forms

    Find a list of important documents and forms for your home insurance policy.

    Documents and forms

  • Compliments & complaints 

    We put our customers at the centre of everything we do, so letting us know when we surprise and delight you goes a long way.

    We also want to know when we've let you down so we can put things right.

    Take me there

Things you should know

  • Home Insurance is provided by CommInsure, a registered business name of Commonwealth Insurance Limited ABN 96 067 524 216 AFSL 235030 (CIL). CIL is a wholly owned non-guaranteed subsidiary of Commonwealth Bank of Australia ABN 48 123 123 124 (The Bank). The Bank does not guarantee the obligations or performance of CIL or the products it offers. Where we refer to 'we', 'us' and 'our', we mean CIL. This information has been prepared without considering your objectives, financial situation or needs, you should, before acting on this, consider the appropriateness to your circumstances. A Product Disclosure Statement is available at all Commonwealth Bank branches, by downloading them from or by calling 13 2423 and should be considered before making any decisions about this product. You should also read the Home Insurance Key Fact SheetsFinancial Services Guide and Privacy Policy which are also available by calling 13 2423.

    CommInsure is proud to be a signatory to the General Insurance Code of Practice, for more information on the code visit