How to Claim Roof Damage on Insurance
A clear, practical walkthrough of the insurance claim process for roof damage in Australia. General information only: always check your own Product Disclosure Statement (PDS) or speak with your insurer about your specific policy and claim.
Step 1: Make the property safe
Your safety comes first. If there is an active leak, exposed roofing, or debris that could fall, and it is safe to do so, take basic steps to prevent further damage, such as placing buckets to catch water or moving valuables out of harm's way. Do not get on the roof yourself, especially after a storm, when surfaces are wet and structural damage may not be obvious.
Most insurers expect reasonable steps to prevent further damage (sometimes called mitigation), but this does not mean carrying out repairs yourself. A temporary make-safe tarp from a professional roofer is usually the appropriate step, and keep any receipts for emergency work.
Step 2: Document the damage thoroughly
Before anything is repaired, photograph and, where possible, video the damage from multiple angles: the roof itself if you can see it safely from the ground or a window, any ceiling stains or leaks inside, and surrounding damage such as broken gutters, dented downpipes or fallen tree branches. Note the date and, if known, the specific weather event that caused it.
- Wide shots showing the general area of damage
- Close-up shots of individual cracked tiles, dents or torn flashing
- Photos of any water damage inside the home
- A note of the date and weather event, if known
Step 3: Contact your insurer promptly
Most policies expect you to notify your insurer within a reasonable timeframe. Have your policy number ready, along with your photos and a simple description of what happened and when. Ask directly whether the damage appears to be covered under your policy, what your excess is, and what happens next in their process.
This is also the point to ask your insurer whether they will send their own assessor, or whether you can arrange your own quote from a roofer first. Processes differ between insurers, so this question matters.
Step 4: Get a professional inspection and itemised quote
Whether your insurer sends an assessor or asks you to obtain your own quote, a proper roof inspection should result in an itemised report: what is damaged, what caused it, and the cost to repair each item. Itemised quotes are easier for insurers to assess quickly and harder to dispute than a single lump-sum figure.
A roofer experienced with insurance-related repairs understands what this documentation needs to include and can usually turn an inspection into a clear photo report the same day.
Step 5: Understand your excess and any exclusions
Your excess is the amount you pay toward the claim before your insurer covers the rest, and it is set out in your PDS. Some policies also carry specific exclusions (for example, gradual damage, pre-existing wear, or maintenance issues are commonly excluded from storm and hail cover). Ask your insurer to confirm both figures for your specific claim before agreeing to any repair work.
Step 6: Compare the settlement or approval against your quote
Once your insurer responds, whether with an approval, a settlement offer or a query, compare it against your itemised quote. If something does not add up, or repair work has been left out that you believe should be covered, you can ask your insurer to explain the difference, or request a review. This guide is general information: for anything specific to your claim outcome, your insurer or a financial counsellor is the right point of contact, not a roofer.