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Insurance claims

Information for customers affected by the natural disasters in QLD/NSW

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The natural disasters are affecting many ANZ insurance customers, with many still unable to access their homes, cars and other property.

We are experiencing a significant increase in call volumes, therefore we encourage customers impacted to lodge an online claim form.

Lodging a claim

ANZ Home, Landlord and Motor Insurance customers

ANZ Mortgage Protection, Loan Protection, Commercial and Farm Insurance customers

  • Call 1300 552 253

ANZ Credit Card Insurance customers

  • Call 1800 354 970

Hours of operation for Claims Team (ADST)

Monday to Friday
8am until 8pm

FAQs for Home, Landlord and Car Insurance customers

Q. What is the usual claims process?

A. The first step is to contact us by phone or alternatively go to our website to lodge a claim. Once a claim has been lodged we will then contact you within 24 to 48 hours to advise you of next steps. Our Assessor or Claims Specialists will assist you with any questions you may have regarding your claim.

Q. What can I do if I can’t get through on the 13 16 14 number?

A. Customers experiencing delays with our call centre can lodge an online claim form using your name, address and or policy number as a reference. This will then be reviewed by our claims specialists who will attempt to respond to your request within 24-48 business hours.

Q. Can I begin the clean up process myself?

A. You should first and foremost ensure your own health and safety when returning to your property. Remember, there could be unseen dangerous objects hidden beneath water or structural weaknesses to your home. Once you have lodged a claim, we will help determine what action you can take to begin cleaning up any damage to your property.

If you have damage to your property it would if could take photos of any damage to your home and contents, and make an inventory of damaged items, including a description of the damaged / lost items.

The Claims Team can give further advice on whether any action can be taken by you while waiting for an assessor to attend.

Q. Can I take out insurance if my home is affected by a natural disaster?

A. In the event that a natural disaster is impacting your area, embargos preventing new policies being taken out by customers maybe issued by ANZ. This means no new Home, Landlords or Car insurance applications will be accepted in these areas until further notice.

Customers wishing to take out insurance are encouraged to call ANZ Insurance on 13 16 14 where a member of our Sales team will be able to advise as to whether a particular area has been placed under an embargo and if cover can be taken or amendments to existing cover permitted.

Q. How will I know what is happening to my claim?

A. ANZ will endeavour to keep you informed as to the progress of your claim by way of telephone, correspondence or in person. Alternatively you can call or email ANZ in which one of our claims specialists will get back to you within 48 hours to give you an update on what’s happening with your claim. Please be patient with us if you are finding it difficult to contact us by phone, We will endeavour to answer all of your enquiries as soon as possible.

Q. Can I get emergency assistance under my insurance policy?

A. You may be eligible to receive emergency payments to assist with you with alternative accommodation and buying essential items to get you through the immediate future.

All affected customers who currently hold ANZ Home and Landlord insurance policies are encouraged to make contact and lodge claims as soon as possible by calling ANZ insurance claims on 13 16 14. Customers will be advised by a Claims Specialist about their policy limits and if they are eligible to claim for such benefits.

Q. Where can I get further information?

A. For further information customers can call ANZ insurance on 13 16 14 alternatively the Insurance Council of Australia is frequently publishing tips for consumers to assist them during these events.


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