Information on Making a Claim

Show proof of the cause of the leak and if it has been rectified.

Advise composition and condition of pipes and cause of burst.

Provide evidence of a police report and/or police report number.

Provide third party/vehicle details.

Specify whether the fence is dividing two respective properties.

Advise dimensions of glass.

• If you are encountering an emergency, please call 000. 
• If you have a policy through Strata Community Insurance call 1300 SCINSURE (1300 724 678) and our team will assist with completing emergency repairs to prevent further damage and make safe. 

Refer any demands for compensation direct to Strata Community Insurance on 1300 SCINSURE (1300 724 678). 

• Strata plan number and policy number
• Property address of the strata building 

• Date of loss or when damage was first discovered
• Location where damage occurred
• Brief description of what was damaged and where the damage is located 
• Contact details for people involved with the claim 

• Photos of the cause of damage and resultant damage
• Quotations, invoices, reports from attending contractors
• Confirmation from contractors on the most likely cause of damage 

Three categories of burst pipe coverage: 

Burst Pipe – Non-Pressurised Pipes 

• Damage to wastewater pipes including sinks, toilets, showers, baths
• Includes sewer and storm water lines underground or within walls/slabs

Burst Pipe – Outside Wall 

• Bursting of pipes under mains pressure that are accessible without breaking through fixed surfaces
• Examples: flexi hoses or copper pipes behind cabinet doors 

Burst Pipe – Within Wall

• Bursting of pipes under mains pressure behind fixed surfaces requiring breaking through to access
• Examples: pipes behind walls, within ceilings, underground, or within slabs 

What We Cover: 

• Reasonable costs of locating the cause of loss or damage
• Up to $1,000 for repair or replacement of defective parts
• Up to $1,000 to rectify contamination damage or pollution at your property 

Storm Definition: Violent wind sometimes combined with thunder, heavy falls of rain, hail or snow. 

Common Examples: 

• Storm damage to ceilings from overflowing gutters
• Damage to ceilings from leaking roofs or windows
• Water entry from roof, gutter overflow, window or balcony during storms 

Required Information: 

• Policy number and strata plan number
• Incident address and date of loss
• Brief description of damage and location
• Photos of damage
• Copies of reports, quotations and invoices
• Leave invoices and quotations to be itemised for any maintenance works 

Required Information: 

• Photos of damage
• Policy number and strata plan number
• Incident address
• Date of loss or when damage was first noticed
• Brief description of incident including what was damaged and where
• Copies of reports, quotations and/or invoices
• Breakdown of any invoice/quotation between maintenance and resultant damage

Required Documentation: 

• Policy number and strata plan number
• Incident address
• Date of loss or when damage was first noticed
• Brief description of damage – what was damaged and where
• Confirmation from attending contractor on most likely cause of glass damage
• If damage is to commercial glass, confirm if unit affected is owner occupied, or tenant occupied (provide copy of tenancy agreement if tenant occupied)
• Copies of reports, quotations and/or invoices
• Photos of damage to glass and dimensions of glass 

Inform the police as soon as reasonably possible following the event. 

Includes: 

• Break and enter incidents
• Graffiti damage
• Tenant damage with malicious intent
• Theft from common areas
• Glass damage caused with malicious intent 

If you are encountering an emergency, please call 000. 

• Always call through to 1300 SCINSURE (1300 724 678)
• Immediate reporting required 

Required Information: 

• Policy number and strata plan number
• Incident address
• Date of loss or when damage was first noticed
• Brief description of incident including what has been damaged and where it has been damaged
• Driver’s licence or registration details for responsible parties
• Photos of damage 

Building Coverage Includes: 

• Building or buildings as defined by relevant laws
• Outbuildings, fixtures, and structural improvements
• Fencing, gates, paths, roadways, retaining walls
• Tennis courts, in-ground swimming pools and spas
• Fixed plant, equipment and appliances
• Floor coverings (excluding carpets and floating floors)
• Underground and overhead services

Common Area Contents Coverage: 

• Furniture, furnishings, household goods, light fittings
• Freestanding appliances like refrigerators, washing machines
• Carpets (fixed or unfixed), floor rugs, floating floors
• Computers, electronic equipment, office equipment
• Swimming pools or spas that are not in-ground 

What’s NOT Covered: 

• Aircraft, caravans, trailers, vehicles (except garden appliances not requiring registration)
• Livestock, fish, birds, or other animals
• Lot owners’ personal contents and property
• Money (except as specifically covered)
• Plants, hedges, trees, shrubs in certain circumstances 

Floating floors are engineered, laminated, veneered or similar prefinished flooring not fixed to the subfloor but held in position by their own weight and/or skirting boards at perimeter walls. 

Your claim will normally require at least one quote and may require us to obtain a scope of work if the repair/reinstatement is detailed. We will keep you informed throughout the process. 

A scope is a technical document that can include: 

• Repair procedures and product specifications
• Dimensions and measurements
• Access requirements
• Detailed drawings outlining what’s required to successfully repair, rebuild, or replace damaged property 

• Simple claims: Once all information is received, we will review your claim and confirm next steps
• Complex claims: We use our extensive experience and network to make determinations and coordinate with trades and service providers 

• Do I have to get repair quotations before I contact SCI to lodge my online claim? 
  No, you do not have to obtain your own quotations as Strata Community Insurance has its own panel of builders to assist. 

• Do you have a dispute resolution process? 
  Yes, we have an Internal Dispute Resolution Team that you can contact here. 

• Will I have to pay an excess? Why do I need to pay an excess? 
  Yes, every policy has an applicable excess depending on what type of claim it is. 

• What should I do if I discover damage or there has been an incident? 
  The first thing you should do is minimise the damage, take photographs of the damage, and contact Strata Community Insurance to lodge a claim or obtain advice. 

• Why should I use Strata Community Insurance’s panel repairers?  
  Using Strata Community Insurance panel repairers will save time and hassle as we manage the negotiations and payments. The process is generally faster with high quality repairs.