If damage is happening now, start with Reztor or your insurer first? for the immediate call sequence. For questions about costs and authorisation, use our Insurance costs and approval questions guide.
Start one incident record
- Write down the property address, the date and time you noticed the damage, and the rooms or materials affected. Describe what you observed; label anything uncertain.
- Keep safe photographs of the damage and any visible source. Do not enter a hazardous area to obtain evidence.
- Save the insurer’s claim number, the name of the person managing the claim, and the owner, agent or building manager’s contact details.
- Keep copies of quotes, agreed scopes, emails, invoices and receipts together.
What Reztor records
The restoration scope and site conditions determine which records are relevant. Reztor can provide assessment findings, photographs, moisture readings, the proposed scope, and progress or completion notes for the work carried out.
These records describe the restoration work. They support discussions with the owner, property manager and insurer; they do not establish policy coverage or guarantee a claim outcome.
Keep the scope and updates clear
- Share the claim reference and the correct contact for restoration documents. Confirm who can authorise site access and the proposed work.
- Ask for the restoration scope to distinguish assessment, extraction, drying, cleaning, material removal and any separate trade work.
- Record changes to the scope, the reason for them, and who needs to approve the next step. Keep written confirmations.
- At completion, retain the available restoration records and identify any remaining plumbing, electrical or building repairs.
Communicating with your insurer
Your insurer assesses the claim under your policy. Ask what evidence is needed and how it should be supplied. Reztor can discuss restoration findings with the claims team or assessor when authorised to do so.
If the proposed work and the insurer’s instructions differ, ask both parties to clarify the difference in writing before further work is agreed. See Insurance costs and approval questions for the questions to raise.
Apartments, strata and managed properties
Identify the affected lot, level and any common areas. Include the building manager, owner or agent, access arrangements and any neighbouring areas that may be affected. Ask the relevant parties which claim or approval applies to each part of the property.
Useful claim guidance
ASIC Moneysmart: making a home insurance claim explains the home-insurance claim process and reviewing a scope of works. For your own claim, ask your insurer about the policy requirements and the information still needed.
Related guides
- Reztor or your insurer first?
- Insurance costs and approval questions
- What happens on the first restoration visit
- Insurance and restoration support
Arrange the next step
Need restoration help? Call 1800 739 867 or Send details & photos.