Insurance Claim Assessments and Expert Reports
A practical guide for homeowners navigating inspections, reports, and claim decisions. 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 “being difficult”. 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 “complaint”. It could be that you express to your insurer that you are “unhappy”, “unsatisfied”, “angry”, “frustrated” or […]
Declined or Withdrawn Home Insurance Claim? How to Respond, Protect Your Rights, and Get the Claim Accepted
If your home insurer declines your claim, you are not required to accept the decision at face value. Many claim decisions are based on a report, an assumption, or a narrow reading of the policy. If you ask for the evidence and challenge the reasoning properly, some decisions change. 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 Consultation in PDF format, please click here, alternatively view below: Code Governance Committee 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 Committee’s (CGC) Monitoring Priorities for 2026-2027. Hero Group […]
Understanding Home Insurance Policy Benefits – Your Guide to Claiming What You’re Entitled To
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 it’s 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
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 […]
Managing Claims that Involve Mould: Our Complete Guide
Managing Claims that Involve Mould – Our Complete Guide There is no such thing as a mould claim. Most home insurance policies do not cover mould on its own. It only becomes part of a claim when it develops because of an insured event like a storm, flood or burst pipe. The problem is that many mould cases […]
Understanding Sum Insured Limits for Your Home
When you buy home insurance in Australia, you need to choose a sum insured for your building and your contents. This is the maximum amount your insurer will pay if your home or belongings are damaged or destroyed. What many people don’t realise is that in Australia, it’s the homeowner’s responsibility to get this number […]
Claims Hero’s submission to AFCA’s Approach to Claims Handling
We welcome AFCA’s Draft Approach to Insurance Claims Handling as a positive step toward clearer, fairer, and more consistent outcomes for consumers. At Claims Hero, we see every day how complex insurer processes, disputed reports, and opaque settlement practices affect families across Australia. AFCA’s draft sets an important foundation, and our suggestions are intended to […]
The Importance of Make Safes Following an Event
When disaster strikes—whether it’s a storm, fire, flood, or impact damage—the immediate priority is ensuring safety and preventing further damage. This is where a make safe comes in. However, when make safes are inadequate, they can lead to further property damage, financial loss, and disputes with insurers. Understanding their importance and knowing your rights can […]