How insurers commonly look at a roof leak
| Points towards storm damage | Points towards wear or upkeep | |
|---|---|---|
| What caused it | A storm, hail or strong wind broke or shifted something | No particular event; the roof slowly gave way |
| When it started | During or straight after a storm | A stain that's been growing for months |
| What a roofer finds | Freshly broken tiles, lifted sheets, storm debris | Rusted valleys, old cracked mortar, perished screws |
| Reporting | Reported to the insurer soon after the event | Older damage that was never reported |
That's a general picture, not a rule. Every policy is worded differently, and only your insurer can tell you whether your leak is covered.
Flood is its own category. Moneysmart says flood has a separate standard definition and may be excluded from a policy, so check how yours treats rising water as well as storm and rain.
What to check in your policy
Your product disclosure statement (PDS) is the policy's fine print. Look at how it defines storm and flood, what it says about wear and tear, maintenance and damage that happens gradually, and what your excess is.
Look for anything on asbestos, too. ASSEA, the national asbestos agency, says policies may exclude asbestos, or the cover may not stretch far enough if asbestos materials are damaged, for example in a storm. That matters on a house built before 1990.
If something isn't clear, ask the insurer directly and ask for the answer in writing.
If water is coming in right now
Deal with safety before paperwork. Switch off at the switchboard if water is near lights or power points, keep out of rooms with a sagging ceiling, and stay off the roof. For urgent storm damage, call the SES on 132 500. Our guide to the first hour of a leak covers the rest.
What to do before you claim
Contact your insurer early
Moneysmart says to get in touch as soon as practical after damage happens, even if you don't yet know how bad it is.
Ask before spending on repairs
Moneysmart also says to talk to your insurer before paying for temporary repairs. Many insurers can arrange emergency work such as a roof tarp themselves.
Photograph and film before moving anything
Record the damage inside and out, from the ground, before anything is cleaned up or thrown away.
Get the cause in writing
Ask a licensed roofer to write down what let the water in, with photos from the roof, and whether it looks like storm damage or older wear. Our page on roof reports explains what goes in one.
Keep every receipt
Buckets, tarps, emergency call-outs, drying equipment: anything you pay for to protect the house.
What to photograph and record
- The ceiling stain, the water and any damaged belongings, with the date and time
- The outside of the house from the ground: roof, gutters, fallen tiles, branches
- Broken tiles or debris you find in the yard (keep them)
- What the weather did: the storm warning, when the wind or hail hit
- Every call with the insurer: the date, who you spoke to, what they said
- Receipts for emergency repairs and anything bought to protect the house
- Past roof upkeep: gutter cleans, inspections, earlier repairs
Why upkeep records matter
Moneysmart says a claim may be hard to get approved if you haven't looked after what you insured, including fixing leaks and other damage, or if older damage was never reported. Gutter clean receipts, an inspection report or photos from a past repair show the roof was cared for.
If a small leak turns up between storms, getting it fixed promptly helps your position on the next claim as well as saving the ceiling.
If the answer is no
Moneysmart says if a claim is denied, the insurer must tell you in writing which part wasn't accepted, the reasons, your right to ask for copies of the reports they relied on, and how to complain. If you ask for those reports, they must be sent within 10 business days.
Compare their reasons with your roofer's written opinion. If you still disagree, make a formal written complaint to the insurer. If that doesn't resolve it, you can go to the Australian Financial Complaints Authority (AFCA), an independent scheme that considers insurance complaints free of charge. Our guide to storm damage claims sets out those steps in order.
One more thing. The Insurance Council of Australia, an industry body, says insurers won't send a tradesperson to your home without telling you first. Anyone who knocks claiming to be from your insurer should be checked with the insurer before you sign anything.
Your side of the claim, and the roofer's
You can
- Reading your PDS and asking the insurer questions
- Photographing damage and keeping receipts
- Lodging the claim and keeping a log of every call
- Complaining in writing if you disagree with the decision
Leave to a roofer
- Making the roof safe, if your insurer agrees
- Writing up the cause, with photos from the roof
- Quoting the repair in enough detail for the insurer
- Separating storm damage from older wear in their report
Our view on leaks and insurance
If a leak shows up after a storm, we'd call the insurer that day, before paying anyone, and ask exactly what they need. We'd also get a roofer to write down what caused it, in plain words with photos. If it turns out to be wear and tear, we'd still fix it quickly, because a well-kept roof puts you on firmer ground for the next storm.
Want a roofer to take a look?
Tell us the job and your postcode. We match it with a Find My Roofer certified roofer who specialises in that kind of work, and they call you to quote. Your number goes to them alone.