Claims Hero 2026 Home Insurance Claim Awards
What does good home insurance claims handling actually look like when a customer needs their insurer most? For the 2026 Claims Hero Home Insurance Claim Awards, the Claims Hero team voted on the insurers that, in our collective experience, have stood out for the right reasons, as well as those where we believe there is […]
Submission on the Redrafted General Insurance Code of Practice
Claims Hero has lodged its submission on the redrafted General Insurance Code of Practice. The Code plays a critical role in setting the minimum standards consumers should expect from insurers. Claims Hero is deeply disappointed with the current draft. Our submission contains šÆš± š½šæš¶š»š°š¶š½š¹š²-šÆš®šš²š± šæš²š°š¼šŗšŗš²š»š±š®šš¶š¼š»š focused on: – Replacing subjective wording with clear, objective and […]
LessonsĀ LearntĀ Since Starting Claims HeroĀ
When I launched Claims Hero, I thought I had a pretty good understanding of how insurance worked. Iād spent years in the industry. I knew the legislation, the policies, the General Insurance Code of Practice. I assumed that if you pointed to a clause, the insurer would apply it. That if the Code said something should happen, it would. […]
What Is a Claims Advocate? How Insurance Claim Help Can Level the Playing FieldĀ
What Is a Claims Advocate? How Insurance Claim Help Can Level the Playing Field When you lodge a home insurance claim, you expect your insurer to guide you through the process, assess the damage fairly, and pay what you are entitled to under your policy. For many Australians, that is not what happens. Instead, the […]
Insurance Claim Assessments and Expert Reports
A practical guide for homeowners navigating inspections, reports, and claim decisions.Ā If you have made a home insurance claim, one of the most important stages is the assessment process. This is where insurers send builders, engineers, or other specialists to inspect your property and produce expert reports. These reports often determine whether your claim is […]
Managing Home Insurance Complaints: How to get traction with your insurer and, if needed, AFCA
A complaint is not ābeing difficultā. In plain terms, it is any expression of dissatisfaction where you reasonably expect a response or action. Insurers are expected to identify complaints even if you do not use the word ācomplaintā. It could be that you express to your insurer that you are āunhappyā, āunsatisfiedā, āangryā, āfrustratedā or […]
Declined or Withdrawn Home Insurance Claim? How to Respond, Protect Your Rights, and Get the ClaimĀ AcceptedĀ
If your home insurer declines your claim, youĀ are not required toĀ accept the decision at face value.Ā Many claim decisions are based on a report, an assumption, or a narrow reading of the policy. If you ask forĀ the evidenceĀ and challenge the reasoning properly, some decisions change.Ā Ā In our review of recent industry data (as discussed in our […]
Claims Hero’s submission to the CGC Monitoring Priorities 2026-2027
To view our full Submission to CGC 2026-2027 Monitoring Priorities ConsultationĀ in PDF format, please click here, alternatively view below: Ā Code Governance CommitteeĀ info@codecompliance.org.au Submission to CGC 2026 -2027 Monitoring Priorities Consultation Dear Code Governance Committee, Thank you for the opportunity to provide feedback on the Code Governance Committeeās (CGC) Monitoring Priorities for 2026-2027. Hero Group […]
Understanding Home Insurance Policy Benefits ā Your Guide to Claiming WhatĀ YouāreĀ Entitled ToĀ
If your home is damaged by a storm, fire, flood or other insured event, your insurance policy should cover the cost to put things right. But what exactly does that include? Most people assume itās just repairs or a payout for what was lost. In reality, home insurance policies often include a wide range of […]
Insurer-Managed Repairs vs Cash Settlements: What Homeowners Need to Know
Ā When your home is damaged and you make an insurance claim, one of the biggest decisions is how the insurer will make good on the loss. Will they send out their builders to fix your property (insurer-managed repairs), or will they offer you a cash payout to handle it yourself (cash settlement)? This choice […]