How to Speed Up Property Insurance Claims in Australia

A burst pipe at 2 am. A storm-damaged roof. Water coming through the ceiling. A fallen tree across the driveway. A rental property that suddenly becomes uninhabitable.

The physical damage is stressful enough.

Then comes the second problem: the insurance claim.

You lodge the claim expecting the process to move quickly, only to discover that an assessor needs to inspect the property, a builder needs to prepare a scope of works, an expert report is pending, documents are missing, the insurer wants clarification, the contractor is unavailable, or someone is waiting for someone else to respond. For a property owner, a few days' delay can be inconvenient. A delay of several weeks can become expensive. For a landlord, the consequences can be even greater: repairs may be outstanding while the property is vacant, tenants may need alternative accommodation, rental income may be interrupted, and the owner may still have mortgage, rates, strata or other holding costs. That is why speeding up an insurance claim isn't simply about calling the insurer repeatedly. The real objective is to make the claim complete, well-documented, easy to assess and difficult to stall. And in 2026, that matters more than ever.

The Australian Financial Complaints Authority (AFCA) says claim delays remain a major pressure point.

In 2025 to 2026, general insurance generated 36,022 complaints, while delays in claim handling remained one of the major complaint issues across the financial system.

AFCA also reported in 2026 that complaints raising claim delays had increased by 28 per cent. At the same time, Australia's insurance system is dealing with large volumes of weather-related losses.

The Insurance Council of Australia reported that extreme weather generated approximately $4.8 billion in insured losses during 2025, with the final figure substantially higher than the initial estimate of $3.5 billion.

REIWA's latest September 2026 data puts Perth's median house price at approximately $955,125, with a median unit price of $690,000.

Perth's rental vacancy rate was just 1.9 per cent in August 2026, below the 2.5 to 3.5 per cent range REIWA describes as a balanced rental market.

For Perth property owners, another important consideration is that the property market has changed. That combination makes an insurance delay more than an administrative headache. It can directly affect the property's financial performance. For Perth homeowners, landlords and investors working with a real estate professional such as Bargoti Real Estate, understanding how the claims process works can therefore make a significant difference.

This blog explains where insurance claims slow down, what property owners can do before and immediately after making a claim, how to deal with assessors and contractors, what the Australian insurance framework says about timeframes, when a delay may become unreasonable, and how Perth's 2026 property market changes the financial consequences of waiting.

The Insurance Claim Clock: Where Does Your Claim Actually Lose Time?

A useful way to understand insurance delays is to stop thinking about the claim as one process. It is actually a chain: Damage, Notification, Evidence, Assessment, Investigation, Coverage decision, Scope of works, Repair, Settlement. Every handover creates an opportunity for delay. Consider a simple example. A Perth rental property suffers roof and ceiling damage after a severe storm. The owner lodges a claim. But then:

• photographs are incomplete;
• the source of the water ingress is unclear;
• the insurer appoints an assessor;
• the assessor requests a roofing report;
• the roofer is unavailable;
• the report is submitted;
• the insurer requests clarification;
• the builder prepares a scope of works;
• the scope is disputed;
• the tenant cannot remain in the property;
• alternative accommodation becomes necessary;
• repairs cannot begin until the insurer approves the scope.

The homeowner may feel that the insurer is "taking months". But the actual delay may be distributed across six different stages.

The fastest claim is rarely the one with the most phone calls. It is usually the claim with the fewest unresolved questions. That is the central idea behind speeding up an insurance claim. Don't view insurance claims separately from the property market. In Perth, delayed repairs can have significant financial consequences. REIWA's September 2026 figures show:

The rental figure is particularly important. At a median rent of $750 per week, a landlord experiencing a completely vacant property for:

• 2 weeks loses approximately $1,500 in gross rent;
• 4 weeks loses approximately $3,000;
• 8 weeks loses approximately $6,000.

That is before considering other potential costs. For a particular property, the actual financial impact depends on its rent, insurance policy, temporary accommodation arrangements, vacancy circumstances, and whether rent loss is covered. A property insurance claim is not only a repair problem. For an investment property, it can become a cash-flow problem. This is particularly relevant in a tight rental market. REIWA recorded Perth's rental vacancy rate at 1.9 per cent in August 2026, below its benchmark range for a balanced market. So if a property is removed from the rental pool because of significant damage, the owner may lose income while the market continues to have relatively limited rental supply.

What Is Actually Causing Insurance Claim Delays in Australia?

There is no single reason. The most common delays tend to fall into a handful of categories.

1. Incomplete information

The insurer cannot assess what it does not know. Typical missing information includes:

• date and time of the incident;
• photographs;
• videos;
• invoices;
• repair history;
• proof of ownership;
• maintenance records;
• building information;
• tenancy information;
• previous repair documentation;
• quotations;
• emergency repair invoices;
• evidence showing the condition of the property before the incident.

A claim can therefore become a stop-start process.

The insurer asks for one document. The owner sends it.

The insurer discovers another question. Another document is requested.

The owner sends that. The process continues.

Prepare a single evidence pack wherever possible. Do not send random documents across multiple emails. Create one organised claim folder. For example:

• Incident: Incident date, Incident description and Emergency service report.
• Photos: External damage, Internal damage, Affected rooms, Source of damage and Surrounding area.
• Property records: Previous invoices, Maintenance records and Tenancy records.
• Financial: Repair quotations, Emergency invoices and Receipts.
• Insurance: Policy, Claim number and Insurer correspondence.

This makes the file easier for everyone to understand.

2. Poor Documentation of the Damage

One of the most serious mistakes property owners make is documenting the damage after cleaning up. That can remove evidence.

If a pipe bursts and the homeowner immediately cleans the entire area before photographing it, important information may be lost.

If a storm damages a roof, the owner should document the visible condition before permanent repairs wherever it is safe to do so.

That does not mean leaving dangerous damage untouched. Emergency mitigation is often necessary. Prevent further damage, but preserve evidence of the original damage wherever reasonably possible. Photograph:

• the whole room;
• the affected section;
• close-ups;
• ceiling damage;
• walls;
• flooring;
• skirting boards;
• windows;
• doors;
• roof areas where safe;
• external damage;
• water staining;
• damaged fixtures;
• damaged contents;
• the apparent source of the problem.

Take both photographs and video. And keep the original files.

3. Confusing "Emergency Repairs" With "Full Repairs"

This is a major issue. Suppose a storm has damaged a roof. An emergency roofer may need to:

• make the property weather-tight;
• place temporary covering;
• remove an immediate hazard;
• stop further water entry.

That does not necessarily mean the entire roof should be replaced immediately without the insurer's assessment. A better approach is:

• Step 1: Make the property safe.
• Step 2: Prevent further damage.
• Step 3: Photograph and document the condition.
• Step 4: Keep invoices and receipts.
• Step 5: Notify the insurer.
• Step 6: Allow the insurer's assessment process to determine the permanent repair pathway.

Always check your policy and follow the insurer's instructions because the scope of emergency work and approval requirements can vary.

4. Waiting for a Contractor Without Knowing Who Is Responsible

This is one of the most frustrating situations for homeowners.

The owner thinks: "The insurer is organising the repair."

The insurer thinks: "The contractor is organising the next inspection."

The contractor thinks: "We are waiting for approval."

Three parties are involved. Nobody is technically doing nothing. But the claim is not moving. This is why every property insurance claim should have a simple responsibility map.

If a task is marked "pending", ask: Who currently owns this task? That one question can uncover days of unnecessary waiting.

5. Weather Events Create System-Wide Delays

This is a different type of delay. Sometimes your individual claim is not the problem. The entire claims ecosystem is under pressure. Australia experienced substantial insured weather losses in 2025. According to the Insurance Council of Australia, extreme weather events generated around $4.8 billion in insured losses and more than 264,000 claims during the year. When thousands of properties are damaged simultaneously, demand rises for:

• assessors;
• builders;
• roofers;
• electricians;
• plumbers;
• engineers;
• loss adjusters;
• restoration companies;
• temporary accommodation;
• building materials.

That creates a bottleneck. And Perth property owners should understand the difference between:

• An individual delay: Your claim is waiting because something specific to your file has not been supplied or completed.
• A catastrophe-related delay: A widespread event has created exceptional demand across the insurance and construction system.

The response should be different. In an individual delay, you can often fix the missing step. In a catastrophe situation, the objective becomes maintaining visibility and documenting urgency, rather than expecting every stage to operate at ordinary speed.

The Australian Insurance Code: What Timeframes Matter?

This is one of the most important sections for any homeowner. The General Insurance Code of Practice sets standards for participating insurers, including how they handle claims and communicate with customers. The Insurance Council of Australia says the Code sets standards and timeframes for insurers when handling claims, complaints, and requests for information. The current Code provides several important claims-related timeframes. Key claims timeframes:

The Code also includes exceptions, including extraordinary catastrophes, suspected fraud, the claimant's failure to respond to reasonable requests, communication difficulties outside the insurer's control, or when the claimant requests a delay. That last point is important.

No universal rule requires insurers to pay every property insurance claim within 10 business days.

The 10-business-day periods apply to specific stages of the process.

If an insurer needs additional information, the relevant obligation is different from the timeframe that applies once the insurer has all relevant information and has completed its enquiries.

The Four Numbers Every Property Owner Should Know

If you remember nothing else from this article, remember: 5, 10, 20, 4.

• 5 business days: If a loss assessor or loss adjuster is appointed, the Code provides for notification within five business days.
• 10 business days: Several important claim-related obligations use a 10-business-day timeframe, including communication about required information and decisions once relevant information and enquiries are complete.
• 20 business days: Claimants should generally receive progress updates at least every 20 business days while the claim is progressing.
• 4 months: The Code says a decision should generally be made within four months of receiving the claim, subject to specified circumstances and exceptions.

These are not magic deadlines that mean every claim will be resolved by the same date.

• Complexity matters.
• Catastrophes matter.
• Investigations matter.
• Missing information matters.

But knowing the framework gives property owners something extremely valuable.

This sentence is too vague. What is the current outstanding action required to progress my claim, who is responsible for it, and when is it expected to be completed? That question changes the conversation. Compare:

Weak follow-up: "Hi, just checking on my claim."

Strong follow-up: "Could you please confirm the current status of claim number XXXX, the outstanding action preventing the claim from progressing, the party responsible for that action, and the expected date for completion?"

The second version creates an audit trail. It also encourages the insurer or service provider to identify the actual bottleneck.

A Better Way to Manage Your Claim: The 72-Hour Property Insurance Protocol

For homeowners and landlords, the first three days can determine how organised the claim becomes. Here is a practical framework.

A. First 24 hours: Stabilise

Your priority is safety.

• Turn off water, gas or electricity if required and safe.
• Contact emergency services where appropriate.
• Prevent further damage.
• Arrange urgent temporary protection.
• Photograph the damage.
• Record the date and time.
• Notify the insurer as soon as reasonably possible.

Do not wait until you have perfect documentation before notifying the insurer. You can continue gathering information after the initial notification.

B. 24 to 48 hours: Build the evidence file

Collect:

• photographs;
• videos;
• invoices;
• receipts;
• contractor details;
• property information;
• previous repair documents;
• tenancy information where relevant;
• relevant policy documents.

For a rental property, also maintain:

• tenant communication;
• property manager records;
• rent information;
• evidence of whether the property is habitable;
• alternative accommodation arrangements if applicable.

C. 48 to 72 hours: Create the claim timeline

Write down: Date, Event, Person, Action, Next step. Example:

This is dramatically more useful than relying on memory.

Build a "Claim Pack" Before You Need It

Smart property owners do not start documenting their property only after something goes wrong. A pre-claim property file can save significant time. For a Perth investment property, consider maintaining:

• Property profile: Property address; property type; year built; approximate floor area; roof type; major renovations and major fixtures.
• Financial documents: Purchase records; renovation invoices; appliance invoices and major improvement invoices.
• Maintenance records: Roof inspections; plumbing work; electrical work; pest inspections and air-conditioning servicing.
• Visual record: Roof; gutters; external walls; bathrooms; kitchen; floors; ceilings; major appliances; fencing; retaining walls and outdoor structures.

Insurance claims often hinge on one critical question: Did the insured event cause this damage, or was it pre-existing deterioration? A dated "before" photograph can be enormously useful.

The Pre-Loss Photo Strategy

This is particularly useful for Perth landlords. Imagine a tenant reports water staining on a ceiling. The insurer needs to determine whether:

• a recent storm caused roof damage;
• a plumbing failure caused the damage;
• a long-standing leak existed;
• maintenance had been neglected;
• the damage resulted from a combination of causes.

If you have photographs from six months earlier showing a clean ceiling, that does not automatically establish coverage. But it provides useful evidence about the property's previous condition. That is why annual property photography should be treated as risk documentation, not simply marketing material.

Insurance generally does not substitute for property maintenance. A property owner may have insurance but still face disputes if damage relates to:

• deterioration;
• wear and tear;
• gradual damage;
• lack of maintenance;
• pre-existing defects;
• excluded causes.

The exact outcome depends on the policy. This is why maintaining gutters, roof, plumbing, drainage, electrical systems, waterproofing and external structures is not merely about keeping the property attractive. It can also help establish the property's condition and maintenance history.

Perth Suburbs: Why the Property Context Matters

A useful insurance strategy must recognise that Perth is not one uniform property market. Value, rental income, and property characteristics can differ substantially between suburbs. REIWA's September 2026 data illustrates this clearly.

• Dianella: REIWA reports a median house price of approximately $1.222 million, annual sales price growth of 24.1 per cent, a median house rent of around $850 per week, and a median time on market of approximately 15 days.
• Scarborough: REIWA reports a median house price of about $1.545 million, a median house rent of about $890 per week, and a median time on market of about 27 days.
• Baldivis: REIWA reports a median house price of around $843,500 and a median house rent of around $680 per week.
• Rockingham: REIWA reports a median house price of around $860,000, a median house rent of around $650 per week, and a time on market of about 18 days.

These figures are not insurance premiums or claims estimates. The financial consequences of a claim delay vary by property.

Consider a hypothetical investment property in Dianella. Suppose:

• market rent = $850/week;
• property becomes uninhabitable;
• repair process takes 6 weeks;
• assume, purely for illustration, that rent is not received during the period.

Potential gross rental income interrupted: $850 x 6 = $5,100.

Now consider a Scarborough property at $890/week: $890 x 6 = $5,340.

And a Baldivis property at $680/week: $680 x 6 = $4,080.

These are illustrative calculations, not predictions of actual insurance losses. Whether rent is recoverable depends on the policy, the circumstances and the applicable conditions. But they demonstrate why a six-week delay is not merely an administrative inconvenience.

A claim dashboard should therefore track:

• Repair cost
• Lost rental income
• Temporary accommodation
• Emergency repairs
• Additional property management costs
• Potential financing/holding costs

This creates a much more realistic picture of the financial impact.

Insurance discussions often focus on: How much will the repair cost?

Property investors should also ask: How much is the delay costing me?

A Simple Insurance Delay Cost Calculator

Use: Weekly rent x weeks unavailable = potential gross rental interruption. For example:

Again, this is not a calculation of the amount an insurer will pay. It simply shows why restoration speed can matter to a property investor.

What a Property Manager Can Do to Reduce Claim Delays

For investment properties, the property manager can become the coordination point between owner, tenant, insurer, broker, assessor, tradesperson and builder. That makes communication extremely important. A strong property management process should establish:

• One claim reference: Everyone uses the same claim number.
• One central timeline: All parties can see what has happened.
• One evidence folder: Documents are not scattered across emails.
• One communication trail: Important decisions are documented.
• One responsibility matrix: Everyone knows what they are waiting for.

This is an area where an experienced Perth real estate agency such as Bargoti Real Estate can add practical value through property management coordination and communication. At the same time, the insurer remains responsible for its insurance assessment and claims decisions.

A common cause of delay is fragmented communication. Imagine receiving five emails:

• "Can you send photos?"
• "Can you send the invoice?"
• "Can you confirm the date?"
• "Can you send the tenant details?"
• "Can you provide the repair quotation?"

This creates five separate communication loops. A better process is to ask the insurer or assessor: Please confirm all outstanding information currently required from me to assess the claim, so I can provide the available documents together. The Code itself encourages efficient information gathering, and the claims framework includes requirements around information requests. The objective is not to challenge the insurer. It is to eliminate repeated information requests.

What If the Insurer Keeps Asking for More Information?

Sometimes this is legitimate. A complicated claim may genuinely require additional evidence. The question is: Are the requests connected to a clear assessment issue? Ask:

• What question is this information intended to answer?
• Is this information required under the policy or for assessment?
• Is there anything else currently outstanding?
• Once this is supplied, what is the next step?
• Who is responsible for that next step?

This keeps the conversation constructive.

Not every claim is treated as a straightforward repair. The insurer may investigate when there are questions about:

• cause of loss;
• policy coverage;
• ownership;
• timing;
• previous damage;
• maintenance;
• circumstances surrounding the incident;
• possible inconsistencies;
• suspected fraud.

An investigation does not automatically mean the insurer has decided the claim is invalid. It means the insurer is conducting an additional assessment. Under the Code, insurers have specific obligations to communicate the investigation process and keep customers informed. The best response from the property owner is: Don't become defensive just because the word "investigation" appears. Instead: Co-operate, document, and ask for the next milestone.

Keep an "Evidence of Communication" File

This is one of the most valuable habits a property owner can adopt. For every communication, record: Date | Person | Method | What was requested | What was supplied | Next step. Example:

This becomes invaluable if the claim later turns into a complaint.

What If the Assessor Is the Bottleneck?

This happens. The insurer may have appointed the assessor, but the assessor may be waiting for:

• access;
• photographs;
• contractor reports;
• engineering information;
• specialist inspection;
• weather information;
• additional evidence.

Do not simply ask: "Where is my claim?" Ask: "Has the assessor completed the required inspection/report, and if not, what specifically remains outstanding?" If the assessor says the report has been submitted:

"On what date was it submitted to the insurer?"

Then ask the insurer:

"Can you confirm the report has been received and advise the next claim milestone?"

You are effectively following the handoff.

Think about the claim as a relay race:

• Runner 1 (Property owner) hands the baton to
• Runner 2 (Insurer), who hands it to
• Runner 3 (Assessor), who hands it to
• Runner 4 (Engineer), who hands it to
• Runner 5 (Insurer), who hands it to
• Runner 6 (Builder).

The problem is not always that one runner is slow. Sometimes the baton is sitting on the ground. Every time a document or task is completed, establish:

• Who received it?
• When did they receive it?
• What happens next?

Don't Confuse Claim Approval With Repair Completion

This distinction is critical. An insurer can approve a claim while the property remains unrepaired. There may still be:

• scope negotiations;
• builder allocation;
• material availability;
• scheduling;
• tenant access;
• council requirements;
• specialist trades;
• weather conditions.

Therefore, your claim tracker should have two separate stages:

• Insurance: Is the claim accepted?
• Restoration: Is the property repaired?

A claim can be financially approved but operationally unresolved.

Insurance claims depend on the broader construction ecosystem. If many properties need:

• roof repairs;
• plastering;
• painting;
• flooring;
• electrical work;
• plumbing;
• cabinetry;

at the same time, contractors can become overloaded.

AFCA has specifically identified supply-chain and service-provider pressures as contributors to claims delays. In 2026, AFCA noted claim delays had increased and referred to real-world pressures including shortages affecting repair and replacement supply chains. That means some delays cannot be solved simply by "processing the claim faster". The insurer may need a contractor who is not available.

How to Deal With a Claim That Has Gone Quiet

Imagine you have heard nothing for three weeks. Do not send: "Urgent!!! Please update." Instead, create a concise status request. Include:

• claim number;
• property address;
• incident date;
• date of last communication;
• current known status;
• outstanding issue;
• requested next action.

Example: Subject: Claim [Number] - Request for Current Status and Next Action

Please confirm the claim's current status, whether any information remains outstanding from us, the current stage of assessment, and the next action required to progress the claim. If an assessor, expert or contractor is currently involved, please also confirm whether their report or scope has been received and whether any further information is required. Please confirm the expected next milestone. This is professional, factual and easy to action.

A complaint should not necessarily be the first step. First:

• identify the delay;
• ask what is outstanding;
• provide missing information;
• request a timeframe;
• document the response.

If the problem remains unresolved, use the insurer's internal dispute resolution process. ASIC's RG 271 sets enforceable standards for internal dispute resolution systems for relevant financial firms. The general IDR timeframe for many complaints is 30 calendar days, subject to the applicable exceptions and requirements.

AFCA: The External Escalation Path

If you have gone through the insurer's internal dispute process and remain dissatisfied, AFCA may provide an external dispute resolution pathway, provided the matter falls within its jurisdiction. This is particularly relevant because claim delay has become a significant issue. AFCA reported:

• 119,949 total complaints in 2025 to 2026;
• 36,022 general insurance complaints;
• claim handling delay among the major complaint issues.

AFCA also said in February 2026 that it updated its guidance for claim-delay complaints in response to rising complaint numbers and described many delay complaints as avoidable. Use escalation as a structured dispute-resolution mechanism, not simply as a threat.

This is another important distinction. A claim taking several weeks does not automatically mean the insurer has done something wrong. Consider two claims:

• Claim A: A straightforward storm-damaged roof, all information supplied, assessment completed, no coverage dispute, no catastrophe and no missing documents.
• Claim B (a complex water-damage claim): Involves multiple possible causes, previous repairs, building defects, engineering assessment, multiple contractors and coverage questions.

The second claim may legitimately require more time. The better question is not: "Has it been X days?" It is: "Is the claim progressing appropriately given its complexity, and am I being kept informed?"

The Four Questions to Ask When Your Claim Is Delayed

Use these four questions:

1. What exactly is outstanding? Not "What is happening?" Ask for the specific outstanding item.
2. Who is responsible? Insurer, Assessor, Engineer, Builder, Owner or Tenant?
3. When is it expected? Get a date or timeframe.
4. What happens after that? This is the most important question because the answer creates your next milestone.

For landlords with multiple properties, a simple dashboard can dramatically improve oversight.

Add: Incident date, claim number, insurer, excess, estimated repair cost, weekly rent, property occupancy, next action and next review date. This converts an emotional problem into a management process. Track: Claim age = Today's date minus claim lodgement date, but do not use it alone. Also track:

• Days since last insurer action.
• Days since the last owner's action.
• Days since assessor inspection.
• Days since report submission.
• Days since scope approval.
• Days since repair booking.

These measurements identify exactly where time is being lost.

Rental properties have another layer. The insurer, assessor and contractor may need access. If tenant communication is poor, an inspection can be delayed by days. Property managers should therefore coordinate:

• access notices;
• preferred inspection windows;
• emergency access;
• tenant communication;
• temporary accommodation;
• repair schedules.

The faster everyone knows when access is available, the fewer scheduling loops are created.

Keep the Tenant Informed, But Don't Make Them Manage the Claim

A tenant should not have to become the insurance coordinator. For example, if a tenant reports, "Water is coming through the ceiling," the property manager should coordinate the appropriate response. The tenant's role should generally be:

• report damage;
• provide access;
• follow safety instructions;
• document relevant changes;
• communicate urgent developments.

The claim should remain professionally managed.

Property Investors Need to Understand Loss of Rent Cover

If you own a Perth investment property, review whether your policy includes loss of rent / rental income cover. The precise cover, limits, waiting periods, exclusions and calculation method vary by policy. Do not assume that because your property is insured, your rent is automatically protected. Check:

• maximum benefit period;
• maximum dollar limit;
• waiting period;
• definition of an insured event;
• conditions for the property becoming uninhabitable;
• documentation requirements;
• tenant-related requirements.

This is one of the most valuable policy checks an investor can make before a claim occurs.

Temporary Accommodation Is Another Important Policy Issue

For an owner-occupied home, a major claim may create a different financial pressure: Where do you live while the property is being repaired? Depending on the policy, temporary accommodation may be available after an insured event makes the home uninhabitable. But conditions and limits vary. Do not assume: "My insurer will pay whatever accommodation I choose." Instead, check:

• eligibility;
• limits;
• approval requirements;
• duration;
• reasonable accommodation standards;
• whether meals or other costs are included.

If temporary accommodation is necessary, ask the insurer to confirm before incurring high costs, where practical.

The Difference Between "Damage" and "Cause"

This is one of the most important concepts in property insurance. Suppose a ceiling is damaged. The claim question is not simply: "Is the ceiling damaged?" The insurer may need to establish: "What caused the ceiling damage?" Possible causes could include:

• sudden storm damage;
• burst pipe;
• leaking roof;
• failed plumbing;
• gradual water ingress;
• maintenance issue;
• structural defect.

The cause determines how the policy responds. Therefore, document not only what is damaged, but also what happened immediately before the damage appeared.

Build a Cause-of-Loss Timeline

For example:

• 6:00 pm: Severe storm begins.
• 7:15 pm: Tenant reports water entering bedroom.
• 7:25 pm: Owner photographs ceiling.
• 7:40 pm: Water supply checked.
• 8:00 pm: Emergency roofer attends.
• 8:30 pm: Temporary roof protection installed.
• 9:00 pm: Claim lodged.

This is much stronger than: "The roof leaked during the storm." The timeline provides context.

Weather Evidence Can Matter

For storm-related claims, the insurer may consider information about weather conditions, timing, location, severity, damage patterns, photographs and contractor findings. A clear incident timeline therefore helps connect the reported damage with the event. It does not guarantee coverage. But it reduces ambiguity.

Perth's 2026 Market Is Also Changing the Cost of Delay

REIWA reported that Perth active listings exceeded 7,000 in 2026, with 7,335 properties advertised for sale at the end of August, up 7.8 per cent from July and 146.1 per cent from August 2025. REIWA said active listings had more than doubled since March. By late September, REIWA's live market data showed the median Perth house price at $955,125. This suggests the Perth market is moving from the exceptionally tight conditions seen previously towards a more balanced environment. Why does that matter for insurance? Because a property owner's objective is not simply to repair a building. It is to restore the property to its usable, rentable or saleable condition. For investors, that means managing the insurance claim alongside the property's broader financial strategy.

1. Example: Insurance Claim During a Property Sale

Imagine a Perth homeowner has listed a property for sale. A storm damages the roof. The property is now:

• under contract;
• awaiting settlement;
• subject to repair;
• potentially subject to buyer concerns.

A delayed insurance process can create additional uncertainty. The right response depends on the sale contract, insurance policy, and legal circumstances. Tell your property and legal professionals early. Do not assume the insurance claim exists in isolation from the property transaction.

2. Example: Insurance Claim During a Rental Lease

Now consider a rental property. A tenant's lease is approaching renewal. A major water-damage claim makes the property temporarily uninhabitable. The insurance process needs to run alongside:

• tenant communication;
• repair scheduling;
• rent treatment;
• potential alternative accommodation;
• lease decisions.

This is why professional property management can be particularly important during a complex claim.

The Most Common Mistakes That Slow Claims Down

Let's make this simple.

• Mistake 1: Waiting too long to notify. Fix: Notify the insurer promptly and gather supporting evidence in parallel.
• Mistake 2: Sending poor photographs. Fix: Take wide, medium and close-up images.
• Mistake 3: Cleaning everything before documenting. Fix: Photograph first where safe and practical.
• Mistake 4: Throwing away damaged items. Fix: Preserve damaged property as evidence where reasonably possible, unless disposal is necessary for safety or sanitation.
• Mistake 5: Hiring a contractor for permanent repairs before understanding the insurer's process. Fix: Check policy requirements and insurer instructions first, while taking necessary emergency steps to prevent further damage.
• Mistake 6: Not asking what is outstanding. Fix: Request a complete list.
• Mistake 7: Not recording communication. Fix: Keep a claim diary.
• Mistake 8: Assuming silence means progress. Fix: Request a defined next milestone.
• Mistake 9: Ignoring the financial impact of delay. Fix: Track rent interruption, accommodation and other relevant costs.
• Mistake 10: Escalating emotionally. Fix: Escalate factually.

What NOT to Say to an Insurer

Avoid statements such as: "I don't know what happened," if you can establish a timeline.

Avoid: "The whole roof needs replacing," unless an appropriate professional assessment supports that.

Avoid: "The storm has obviously caused this," suppose the cause has not been established.

Instead use factual language: "At approximately 7:15 pm, water was first observed entering the bedroom following the storm. Photographs were taken immediately. An emergency roofer attended at 8:00 pm and installed temporary protection." Facts are stronger than assumptions.

A Property Insurance Claim Checklist

A. Before lodging

• Check the policy.
• Confirm the claim contact process.
• Record date and time of incident.
• Photograph damage.
• Record video.
• Prevent further damage.
• Keep emergency invoices.
• Preserve damaged items where practical.
• Notify the insurer promptly.

B. After lodging

• Record claim number.
• Record date lodged.
• Record insurer contact.
• Ask whether further information is required.
• Ask whether an assessor has been appointed.
• Record assessor details.
• Record inspection date.
• Track reports.
• Track scope of works.
• Track repair approval.

C. During the claim

• Keep every email.
• Record phone conversations.
• Follow up outstanding actions.
• Ask for expected dates.
• Keep receipts.
• Track rental interruption.
• Keep tenants informed.
• Monitor repair progress.

D. If delayed

• Identify the exact bottleneck.
• Ask who owns the next action.
• Ask for a timeframe.
• Request written confirmation.
• Use internal dispute resolution if necessary.
• Consider AFCA if the dispute remains unresolved and is within jurisdiction.

The 10 Documents That Can Save Time

For many residential property claims, a useful evidence pack may include:

1. Insurance policy/PDS.
2. Claim number.
3. Incident photographs.
4. Incident video.
5. Repair quotations.
6. Emergency repair invoices.
7. Previous maintenance records.
8. Relevant property reports.
9. Tenancy/property management records.
10. A clear incident timeline.

Not every claim requires all ten. Give the insurer enough information to answer the questions it actually needs to answer.

For investors, create one digital folder for every property. Suggested structure: Property Address

• Insurance
• Claims
• Maintenance
• Renovations
• Tenancy
• Photos
• Invoices
• Compliance

Then create: 2026 Insurance Claim, Storm Damage. Inside: Claim, Photos, Assessor, Reports, Quotes, Repairs, Rent, Correspondence and Settlement. This sounds simple. But during a stressful event, it can save hours.

A New Way to Think About Insurance Claims: The "Claim Friction Score"

Consider five sources of friction:

• F1: Information: Is information missing?
• F2: Assessment: Is the cause or extent of damage unclear?
• F3: Responsibility: Is someone waiting for another party?
• F4: Capacity: Are contractors, assessors or experts overloaded?
• F5: Coverage: Is there a genuine dispute about whether the policy responds?

You can then ask: Which F is causing the delay? This is much more useful than simply counting days.

Imagine a storm claim has been open for 28 days. The owner assumes: "Insurer delay." But the actual picture is:

The problem is not claim approval. It is contractor capacity.

Another Example: Water Damage. Claim open for 35 days.

The logical action is to follow up on the assessment stage.

• Not the builder.
• Not the rental payment.
• Not the settlement team.

The assessor's report is the bottleneck.

How Technology Can Improve Claim Speed

The insurance industry is increasingly digital. For property owners, the opportunity is simple: Create better digital evidence. Useful tools include:

• cloud storage;
• timestamped photographs;
• property inspection platforms;
• digital maintenance records;
• email folders;
• claim spreadsheets;
• calendar reminders;
• shared document folders.

A modern property owner should be able to answer: "What happened, when, what was submitted, who has it, and what happens next?" in less than five minutes.

A useful long-term idea for landlords is a digital property passport. For every property, maintain:

• Identity: Address, property type and year built.
• Condition: Roof, plumbing, electrical, flooring, kitchen and bathrooms.
• Financial: Insurance, rent and major improvements.
• Evidence: Annual photos, inspection reports and invoices.
• Emergency: Insurer, broker, property manager and trades.

When a claim occurs, the information is already available.

Why Annual Property Inspections Matter

For rental properties, routine inspections can create useful evidence about property conditions. If an inspection report from six months before an incident states: "Ceilings appear in good condition with no visible water staining," and a storm occurs afterwards, the report may provide useful context. Again, it does not automatically establish insurance coverage. But it can help distinguish: Before the event from After the event.

1. Don't Over-Repair Before Assessment

This is an area where homeowners can unintentionally complicate claims. Suppose water has damaged a wall. The owner immediately:

• removes plaster;
• replaces flooring;
• repaints;
• replaces cabinets.

Then the assessor arrives. Much of the original evidence is gone. Emergency mitigation may be necessary, but permanent repairs should generally be coordinated with the insurer where practical. Always follow the policy and insurer instructions.

2. The Difference Between "Fast" and "Rushed"

Speed is valuable. But rushing can create another problem. A rushed claim may produce:

• incomplete evidence;
• inaccurate repair scopes;
• unnecessary disputes;
• repeated inspections;
• underestimated costs;
• missed damage.

The objective is not: "Finish as quickly as possible." It is: "Move every legitimate stage forward without creating rework." That is the difference between speed and efficiency.

3. The Rework Problem

Consider this: A builder prepares a scope of works. The insurer finds that the scope does not adequately identify the source of damage.

• An engineer is engaged.
• The engineer identifies additional work.
• The scope is revised.
• The insurer reviews it again.
• The builder re-quotes.
• Two weeks disappear.

The original delay was not necessarily because someone refused to act. The delay came from rework. Therefore: Good documentation at the beginning can be faster than fast action followed by corrections.

Try to make each stage complete enough that the next person can act without returning to you.

Good claim submission: Clear incident date, clear cause description, strong photographs, emergency actions, invoices, relevant reports, contact details and property access information.

Weak claim submission: "Roof damaged. Please help."

The difference is obvious.

What the AFCA Data Tells Property Owners

AFCA's 2024 to 2025 data recorded 8,172 complaints involving delays in claim handling, compared with 10,156 in 2023 to 2024 and 10,996 in 2022 to 2023. At first glance, the decline may sound positive. But the broader 2026 data shows claim delays remain a major concern. AFCA reported a 28 per cent increase in complaints raising delay as an issue in 2026. The problem has not disappeared. For consumers, the practical lesson is not to assume that a delayed claim is unusual or that nothing can be done. Know the process. Document the process. Follow the process. Escalate the process when appropriate.

The "One-Page Claim Summary"

For complicated claims, create a one-page summary:

• Property: Address
• Incident: Date and time
• Cause: Known/unknown
• Damage: Brief description
• Emergency action: What was done
• Claim: Number and date lodged
• Assessment: Completed/pending
• Reports: Received/pending
• Coverage: Accepted/pending/disputed
• Repair: Scope approved/not approved
• Current blocker: One sentence
• Next action: One sentence
• Responsible party: One name/team
• Expected date: One date

This document can become the "front page" of the claim.

A Sample Claim Timeline

• Day 0: Incident occurs.
• Day 0 to 1: Emergency mitigation and evidence.
• Day 1: Claim lodged.
• Within the early claim stage: Insurer identifies required information or assessment pathway.
• Day 5: Where a loss assessor/loss adjuster is appointed, relevant notification should occur within the applicable Code timeframe.
• Day 10: Important information and decision-related communication milestones may apply depending on the stage of the claim.
• Day 20: Progress updates become particularly important.
• Month +1: Complex assessment, reports and repairs may continue.
• Month 4: The Code generally expects a claim decision within four months, subject to specified exceptions.

This should not be interpreted as saying every claim will be repaired in four months. A decision and a completed repair are different things.

The Claim Decision vs. Settlement

Another distinction: a claim acceptance does not necessarily mean money is paid immediately. Settlement may involve:

• cash payment;
• repair;
• replacement;
• builder appointment;
• agreed scope;
• excess;
• depreciation or other policy calculations;
• policy limits.

Read the settlement terms carefully. If you do not understand the calculation, ask for a breakdown.

A. What If You Disagree With the Repair Scope?

Do not simply say: "That is not enough." Instead, identify the difference. For example:

"The scope includes replacement of the ceiling lining but does not appear to include the damaged insulation above it. Could you please confirm whether the insulation was assessed and, if not, explain how that item should be addressed?"

Specific questions are more effective than broad disagreement.

B. What If You Disagree With the Claim Amount?

Ask for:

• the basis of the calculation;
• scope of works;
• quantities;
• unit rates where relevant;
• reports relied upon;
• policy provisions relied upon;
• exclusions or limits applied.

The objective is to understand the calculation before disputing it.

C. Never Ignore the Excess

Your policy excess affects the economics of a claim. Suppose:

• Repair cost = $2,500
• Excess = $1,000

The insurance benefit may be relatively limited depending on policy terms. This doesn't mean you shouldn't lodge a claim. But understanding the excess is part of making an informed decision. For significant losses, the calculation becomes more material. For a property investor, insurance should sit alongside:

• preventive maintenance;
• emergency planning;
• appropriate cover;
• cash reserves;
• property management;
• documentation;
• tenant communication.

The strongest insurance strategy begins before the claim.

The Perth Property Insurance Playbook

For Perth homeowners and investors, the strategy can be reduced to eight steps:

1. Prepare before damage happens: Maintain records.
2. Document immediately: Photographs and timeline.
3. Prevent further damage: Act safely and reasonably.
4. Lodge promptly: Don't unnecessarily delay notification.
5. Submit complete evidence: Reduce back-and-forth.
6. Track the claim: Never rely solely on memory.
7. Identify the bottleneck: Find the actual blocker.
8. Escalate professionally: Use internal dispute resolution and, where appropriate, AFCA.

The Perth market has moved substantially through 2026. REIWA reported that active listings had risen sharply, with 7,335 properties for sale at the end of August 2026, while the median house price remained high at around $955,125 based on transactions through August. At the same time, rental availability remained tight, with a 1.9 per cent vacancy rate in August. This creates a particularly important environment for landlords. A property that cannot be occupied is not merely a damaged asset. It is a temporarily inactive income-producing asset. That is why claim management deserves the same attention as: Tenant management, rent reviews, maintenance, leasing and market valuation.

This may be the most useful way to think about the whole subject:

Don't treat your claim as: "Something the insurance company is handling."

Treat it as: "A property restoration project involving multiple parties."

The insurer is one participant. The owner is another. The property manager may be another. The assessor, engineer, builder and tenant may also have roles. Once you think about the claim as a project, better questions naturally follow:

• What is the objective?
• What is the current stage?
• What is the blocker?
• Who owns the next action?
• What is the deadline?
• What evidence supports the decision?
• What happens next?

That mindset can make an otherwise confusing process much easier to manage.

Quick Reference: Property Insurance Claims in Australia

Final Takeaway: Don't Chase the Claim: Manage the Process

A property insurance claim can feel slow because the owner often sees only one thing: waiting. But behind the scenes, several separate processes may be happening. The key is to identify which one. For Perth property owners in 2026, this matters against a backdrop of:

• approximately $955,125 median Perth house prices;
• approximately $690,000 median unit prices;
• around $750 per week median house rent;
• a 1.9 per cent rental vacancy rate;
• sharply increased property listings;
• continuing pressure on Australian insurance claims from weather events;
• and persistent complaints about claims delays.

The most effective strategy, then, is not complicated.

• Document early.
• Communicate clearly.
• Submit complete information.
• Keep evidence.
• Track every handoff.
• Identify the current blocker.
• Ask for the next milestone.
• Understand your policy.
• Know the Code timeframes.
• Escalate appropriately when progress becomes unreasonable.

And for landlords, one additional calculation should never be ignored: Every week a damaged property remains unavailable can have a real financial cost. That makes fast, organised claims management part of good property investment management.

For Perth homeowners and investors working with a professional real estate agency such as Bargoti Real Estate, the goal should not simply be to "get the insurer to pay". Restore the property safely, efficiently, and transparently, while protecting the owner's financial position and keeping every party informed, because the best insurance claim is not necessarily the one that makes the most noise. It is the one where everyone knows what happened, what is outstanding, who owns the next step and when that step should happen.

Get in Touch with Bargoti Real Estate