Storm insurance repairs: your insurer's builder or your own?

After storm damage, call your insurer before you start or approve any repairs, even emergency ones, and get their OK in writing. Work done without the insurer’s permission may not be covered. Then the insurer will either send its own builder, let you pick a licensed builder, or pay you cash to arrange the repairs.

What should I do before any repairs start?

1. Make the house safe and tell your insurer about any safety risk when you first call.
2. Ask the insurer what to do next. Each insurer handles this differently.
3. Get permission in writing before any work, including emergency repairs such as a tarp on the roof.
4. Take photos of all the damage.

Should I use the insurer’s builder or my own?

Insurers usually offer one of three options.

The insurer’s builder. Most insurers have a panel of licensed tradies. If the insurer arranges the builder and the repairs turn out faulty, the insurer is normally responsible for fixing them.

Your own licensed builder. The insurer may let you hire a licensed tradie yourself. If you do, and the repairs are faulty, you have to chase that tradie to fix them, not the insurer.

A cash settlement. The insurer pays you and you arrange the repairs yourself. AFCA points out what you take on: the risk of extra damage found once work starts, rising prices, and possibly a lifetime guarantee on repairs that your policy would otherwise give you. Before you accept, check that a licensed builder will do the whole job for the amount offered.

Whichever option you choose, the person doing the work must hold the right QBCC licence. That includes a builder the insurer recommends. Search them on this site and confirm on QBCC’s licence search.

What if I hire someone who isn’t licensed?

QBCC warns that if you arrange repairs with an unlicensed person, your insurer will typically not cover that work. Later damage linked to those repairs may not be covered either.

Be careful with volunteers too. A volunteer doing licensed building work without a licence is doing unlicensed work, which can put your insurance at risk. See Unlicensed builder or tradie.

What if a licensed tradie damages my house while doing repairs?

As a general rule, if a licensed tradie damages the property they are working on, it is theirs to fix, not your insurer’s.

Do I need a contract if my insurer is paying?

If you are hiring the builder yourself, yes. A written contract is required for any job worth more than $3,300. QBCC has a free natural disaster repairs contract.

What can I do if I’m unhappy with my insurer?

1. Ask the insurer to review its decision. Every insurer must have its own complaints process.
2. Go to AFCA. If you are still unhappy, the Australian Financial Complaints Authority handles complaints about insurers for free. Call 1800 931 678, or its disaster hotline on 1800 337 444. AFCA first sends the complaint back to the insurer, which generally has up to 30 days to respond.
3. Ask for general help. The Insurance Council of Australia is on 1300 728 228.

Can I reopen a claim I’ve already settled?

Sometimes. If your insurer follows the General Insurance Code of Practice and finalised your claim within one month of a disaster, you have 12 months to ask it to review the claim. This applies even if you signed a release. Ask your insurer whether it follows the Code.

If your house isn’t insured, the Queensland Government may be able to help. Call the Community Recovery Hotline on 1800 173 349.