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Home and Contents Insurance

  1. Home
  2. Home and Contents Insurance
  3. Before you make a claim

Before you make a claim

What to do if you need to make a claim

ING have partnered with Auto & General to bring you Home and Contents Insurance. Their claims specialists will work with you through your situation and insurance claim to try and get things back to normal as quickly as possible.

See below for some information on what to do straight away and a quick overview of what is and isn't covered for ING Home and Contents Insurance.

Your action plan

Your action plan

Emergency or not, this is what you should do straight away.

Prioritise your safety

Start by identifying the hazard and making sure everyone is safe. If it's an emergency call triple zero on 000.

If the hazard is ongoing contact the SES on 132 500.

Secure the area

If safe to do so turn off all affected utilities like power, water or gas and secure the area to prevent further access, damage, and loss.

In case of theft or malicious damage, report it to the police.

24/7 claims support

If you need prompt assistance securing your property before you can lodge your claim please let us know.

Please call 1800 619 495

Emergency assistance

What emergency assistance options may be available to you?

If you experience a major emergency like a storm, flood or fire and your home needs urgent attention a Make Safe can be organised. The purpose of a Make Safe is to reduce the amount of risk to those inside the home and prevent further damage to the home itself.

If an insured event causes damage to your home that makes it unliveable, temporary accommodation may be arranged for your family and household pets while your home is being repaired. For more information on how this works visit the FAQ page.

For Insurance Customers: If you need urgent financial assistance in relation to your claim or insurance payments, please call 1800 619 495. Your claim may be fast tracked or an advance payment may be made. Any advance payment may be deducted from the total value of your claim.

For ING Banking Customers: If you also bank with us, have a home or personal loan or credit card, we can offer a variety of financial support measures. To speak with the financial support team please contact 1300 349 166, Monday to Friday 8.45am to 5pm (EST).

Dealing with loss and damage to your home and all that surrounds it can be incredibly hard. Recovery can take time and there are free, independent, and professional organisations (many available 24/7) that can offer support. View a list of resources.

Our insurance partner Auto & General (learn more about Auto & General) is committed to taking extra care with customers experiencing vulnerability due to age, disability, mental health conditions, language or literacy barriers, remote locations and Aboriginal or Torres Strait Islander status. If you're experiencing vulnerability we encourage you to tell Auto & General when they assist with your claim so they can work with you to arrange the support you might need.

Understanding your cover

Understanding your cover

When you buy your home and contents product you'll be issued with a PDS which is a document that includes all the details about your cover and how to claim. Here is a quick overview:

What's covered

ING Home and Contents Insurance covers loss or damage to your home, contents or both as a result of the following insured events.

These event include:

Storm and rainwater

Fire

Theft or attempted theft

Escape of liquid (e.g. burst pipe)

Impact at home (e.g. fallen tree, or a car driven into a fence)

Breakage of glass, ceramic and sanitary fixtures

Malicious damage, vandalism, or riot

Explosion

Earthquake and tsunami

Lightning

As well as these optional covers, if purchased:

Flood cover (available subject to underwriting criteria)

Motor burnout

Accidental damage cover

Personal effects cover

Commercial storage

Sum insured safeguard

For landlords - tenant default or theft and malicious damage.

For more details see the product disclosure statement.

If you cannot remember if your policy includes any of the above, check your insurance certificate that was sent to you at your last renewal or when you purchased your cover, whichever happened last. If you are an ING bank customer, you can find this information in your insurance Online Policy Manager by logging into online banking from your browser.

Inclusions and additional benefits

In addition to covering the loss or damage of your home, contents or both due to an insured event, ING Home and Contents Insurance provides the following inclusions and benefits.

Guaranteed repairs. Guaranteed quality on authorised repairs, including workmanship and materials.

Repairs: If your property is damaged, it will be repaired to the same standard, specification or quality. For full details see the product disclosure statement.

New-for-old-replacements. If your belongings are stolen or damaged beyond repair, they will be replaced with the closest equivalent where available.

Temporary accommodation. If your house is unliveable due to an insured event, you and your pets will be provided temporary accommodation for up to 10% of your sum insured for up to 1 year.

Food spoilage. If you're only claiming for food spoilage, you'll be covered for up to $500 once your claim is accepted with no excess required.

Removal of debris. Cost for the removal of debris is covered for up to 10% of the sum insured.

For more details see the product disclosure statement.

What's not covered

By not maintaining your home, existing damage can worsen over time and contribute to larger losses during an insured event. If your home is not in good condition, it may affect your cover.

This could include:

Pre-existing damage

Leaking showers

Lack of maintenance

Vermin and insect damage

Faulty workmanship

Chemical damage

Loss or damage caused by tenants (unless you have optional covers)

For more details and a full list of exclusions see the product disclosure statement.

Next step: Ready to make your claim? See what you need to prepare and how the excess works.
Making a claim
FAQs

FAQs

Here are some of the more common questions we get asked.

General

Forms

Calculators

General

How do I make a home insurance claim?

Can I view and manage my Home and Contents Insurance policies online?

If I am a landlord, what am I covered for under my Home and Contents Insurance?

Cover

What does Home Insurance cover?

A water pipe in my home has burst - what do I do?

A tree has fallen on my house - what do I do?

My home has been burgled - what do I do?

Natural disasters

I have been affected by a natural disaster, how will you help me?

Do Home and Contents Insurance policies offer flood protection?

Does home insurance cover bushfires?

You can start your claim now or call with any questions 24/7 on 1800 619 495.

Start my claim