Home Insurance Claims

Home Insurance Claims

What should I do if I need to make a home or landlords insurance claim?

  • Take precautions to prevent further loss, damage or liability.
  • Notify the police if necessary.
  • Make sure you have your policy number and details of what has happened.
  • Call one of our friendly consultants on 131 846 who will assist you with the claims process.
  • If we believe that it is necessary for your claim to be assessed by a Loss ‎Adjuster we will appoint one of our preferred Loss Adjusters, who will be in ‎contact promptly to arrange a convenient time to visit you.
  • If damage has to be removed prior to the claim being assessed by a Loss Adjuster, please ensure you take photographs documenting the damage and/or the source of the damage to support your claim application.

Notifying TIO of a Claim

Call 131 846 and one of our friendly consultants will assist you with the claims process
Online Lodgement Service
We offer a 24/7 online claim lodgement service. Once you have lodged your claim, one of our friendly consultants will contact you within 1 business day.

Policy Documents and Key Fact Sheets

We do not provide advice based on any consideration of your objectives, financial situation or needs. Terms, conditions, limits and exclusions apply. Before making a decision please refer to the Product Disclosure Statement (PDS), any applicable supplementary PDS and Home Buildings or Home Contents Key Fact Sheet is also available for reference.

Dispute resolution process

TIO strives to resolve disputes as amicably and as quickly as possible.

TIO has adopted the General Insurance Code of Practice which was developed by the Insurance Council of Australia to raise standards of practice and service across the general insurance industry.

If you are dissatisfied with our service in any way, please contact us on 131 846 or use our online feedback form. We will attempt to resolve the matter in accordance with our Internal Dispute Resolution procedures that complies with the Code.

If you are not satisfied with our decision or a decision is not reached within 45 days, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA), which is an independent external dispute resolution scheme and free to you (subject to its relevant terms and rules).

Find out more about our complaints process

Frequently Asked Questions

One of our consultants will discuss this with you when they receive your claim or when you call to make your claim.
Documents such as purchase receipts, credit card statements and owner's handbooks will help.
When you speak to a consultant, they'll let you know what you need to provide to help us process your claim.
Where possible, we will do our best to repair or replace your items through our network of loss adjustors, building repair specialists and contents replacement partners.
Talk to a local
Our contact centre and claims teams live and work in the Territory, so we know Territory conditions.
Trusted since 1979
TIO was established in 1979 to offer Territorians a range of insurance options to choose from. We are as committed and passionate about the Northern Territory as you are.