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How to make a claim

Lodge a claim with Allianz using the online claim form or call 1300 020 266 (24 hours a day, 7 days a week to commence the claims process). You will receive a confirmation number for your reference once it is submitted.

Once it is lodged, a friendly claims consultant will contact you as soon as possible.

Please ensure you reference your current Bank of Melbourne Insurance policy number starting with a W so we can identify you.

Before you submit a claim

  • Make sure you and your property are safe. Do everything you can to prevent further loss or damage to your property.
  • Contact the police on  000 if the damage is malicious, property has been stolen or your home was illegally entered.
  • Contact State Emergency Services (SES) on  132 500 for fire, flood and storm emergencies.

Contact us for emergency assistance

Contact us if you have damage caused by water, or require emergency repairs or urgent assistance because: 

  • There is no power or running water to the property.
  • Local authorities will not allow you to access or live in your home.
  • You're unable to close or lock all windows and doors.
  • There is water damage to your home or contents.
  • There is an opening in the building which allows the elements in (e.g. a hole in the roof)

Call for emergency assistance, 24 hours a day, 7 days a week



Start your claim

Step 1. Preparing to submit your claim

What you're covered for

Please refer to your Policy Schedule to obtain your sum insured and to check your nominated excess. You can also access a summary of cover and benefits by visiting Home and Contents Insurance and Landlord Insurance.

Note: Your policy covers unforeseen events however, it may not cover general wear and tear.

For full terms and conditions, limits and exclusions, read the Home and Contents Insurance Product Disclosure Statement  (PDF 630KB) or Landlord Insurance Product Disclosure Statement (PDF 559KB).

Step 2. Making a claim

What information do I need to submit my claim?

  • Your personal details and policy number
  • Details of the event including the date the incident occurred, what happened, and details of property or contents affected
  • Photos or documents for upload (optional)


Submit your claim online at any time, 24/7

  • Allow up to 15 minutes to complete your lodgement
  • Fill in as much information as you can on the form
  • You can upload documents or take photos on your mobile phone and attach them to your online claim
  • Once your claim has been submitted, one of our consultants will contact you within 3 business days



Step 3. After your claim is submitted

What happens next?

We’ll contact you within 3 business days to confirm your claim number, and whether a Claims Assessor will be making an inspection of the loss or damage. We may also request further information or documents.

If a Claims Assessor is required, the Claims Assessor will contact you and arrange to visit you at a convenient time. If a Claims Assessor is not required we will contact you to progress your claim. If you have any questions about completing this form or about your claim, please contact us on 1300 020 266 during business hours.


Frequently asked questions

For urgent assistance, call us 24 hours a day, 7 days a week on 1300 020 266.



The Detail

Cover is subject to your application for insurance being accepted.

Product Disclosure Statements (PDS)

Home and Contents Insurance Product Disclosure Statement (PDF 630KB) (applicable to policies issued on or after the 20 August 2021 or renewed on or after the 5 October 2021)

Landlord Product Disclosure Statement (PDF 559KB) (applicable to policies issued on or after the 20 August 2021 or renewed on or after the 5 October 2021)

For the standard terms, conditions and exclusions about our Home & Landlord Insurance, please refer to the relevant Product Disclosure Statement (PDS) and any supplementary PDS (if applicable). To see some of the events covered and not covered, please refer to our Key Fact Sheets (KFS).

Home and Contents Insurance and Landlord Insurance are issued by Allianz Australia General Insurance Limited ABN 99 003 719 319, which is a corporate authorised representative of Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 (Allianz Insurance). Bank of Melbourne – a Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 arranges the insurance under a distribution arrangement with Allianz Insurance, but does not guarantee the insurance. This information does not take into account your personal circumstances. Read the Product Disclosure Statement to see if this insurance is right for you.

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