Reztor assesses, restores and documents. Your insurer decides coverage under the policy. A restoration recommendation, quote or attendance booking is not confirmation that your insurer will pay.
What should I ask my insurer?
- Is the reported event covered, and what information do you still need to assess it?
- What excess, limits, exclusions or conditions may apply to this claim?
- What emergency work can be authorised now, and how should approval be recorded?
- Do you need to inspect or review evidence before materials are removed or disposed of?
- Are there requirements for the contractor, scope, quote or invoices?
- Who is arranging repairs, and what happens if additional damage is found?
What should I ask before approving restoration?
- Which assessment, extraction, cleaning and drying activities are included in the proposed scope?
- How are equipment hire, monitoring visits, removal or disposal treated? What is excluded?
- What findings could require the scope or price to change, and how will further approval be obtained?
- Which plumbing, electrical or building repairs require separate trades?
- Who is entering the restoration agreement, and what payment arrangements apply if insurer approval is pending or the claim is declined?
Can I start work before the claim is decided?
Address immediate danger through the appropriate emergency service or licensed trade. Contact your insurer promptly for instructions about emergency work and approvals. If you engage restoration work while a claim is being assessed, clarify the scope, authorisation and payment terms first; reimbursement is not automatic.
For the first calls to make while damage is active, read Reztor or your insurer first?.
Can I choose a restoration company?
Ask your insurer about contractor requirements and the effect of arranging your own provider under your policy. Do not assume that choosing or paying a contractor confirms that the cost will be covered.
What if the insurer’s scope is different?
Ask for a written explanation of the difference, including the affected materials, the findings relied on and any work that has not been approved. Reztor can explain its restoration findings. Your insurer can explain its claim decision and review or complaint process.
What documents should I keep?
Keep the policy and claim reference, the agreed restoration scope, written approvals, invoices and receipts. For a fuller checklist and the restoration records Reztor provides, read Working with your insurer.
Further information
ASIC Moneysmart: making a home insurance claim includes guidance on discussing temporary repairs and reviewing the insurer’s scope. These questions help prepare a conversation; your policy and written agreements determine the arrangements for your situation.
Discuss the restoration scope
Need restoration help? Call 1800 739 867 or Send details & photos.