CUSTOMER CLAIMS PROCESS INFORMATION
We are here to help with your home & contents claim
We’re here to make the process as smooth as possible, so please take a moment to review the steps involved in your insurance claim.
STEP 1
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You have started the process by lodging your claim directly with your insurance provider.
STEP 2
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Your insurance provider has allocated your claim to Professional Building Group to assess the damage to your property.
STEP 3
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(If needed)
In some cases, you may require assistance in making your property safe to prevent further damage. Professional Building Group can assist with making your property safe, which may include:
Secure your property
Removal of tree limb impacting your property
Emergency water extraction
Fire and smoke remediation
Mould treatment
If you are the owner occupier and your property is deemed uninhabitable, you may be entitled to temporary accommodation, depending on your insurance policy. Professional Building Group can discuss your options with you.
STEP 4
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Bookings
Our Claims Assistant will arrange a suitable time for one of our Building Supervisors to assess and report on the damages to your property.
Property Assessment by our Building Supervisor
Our experienced Building Supervisor will either attend your property or conduct the assessment via video (if suitable) to prepare a detailed scope of works, outlining the required repairs to your property. The scope of works, along with our assessment report on the cause of damage will be sent to your insurance company for review.
STEP 5
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Once your insurance provider reviews the assessment report and scope of works provided by Professional Building Group, they will advise us on how to proceed. If Professional Building Group is authorised to proceed with the repairs, we will provide you with:
A copy of the authorised scope of works
A domestic building contract (if needed)
Payment details of any policy excess (if required)
Maintenance Works: What You Need to Know
During the assessment, we may identify maintenance issues that need addressing to upkeep your property and prevent further damage. These will fall into two categories:
Contributing Maintenance: Any damage that directly contributed to your claim. These repairs must be completed by a qualified trade before we can start the insurance-related work.
Non-Contributing Maintenance: Issues that could cause future damage but didn’t contribute to your claim. While these are not required to proceed with repairs, we recommend addressing them to prevent further issues.
Authorised Scope of Works:
Professional Building Group will provide you with a copy of the scope of works, describing the repairs authorised by your insurance company to take place at your property.
Please review, sign and return to Professional Building Group.
Domestic Building Contract (if needed)
Depending on your State or Territory, the relevant legislation (VIC: Domestic Building Contracts Act 1995, NSW: Home Building Act 1989), requires Professional Building Group to enter into a domestic or residential building contract with you for the authorised repairs under your insurance policy. This is because such contracts can only be established between a registered building practitioner (Professional Building Group) and the homeowner—not your insurance company.
It is important to note, your insurance provider will cover the cost of the authorised repairs, including any approved variations to the scope of works, under your policy.
Please review, sign, and return the contract to Professional Building Group to proceed.
Home Warranty Insurance is required for residential building repairs, depending on the value of the repairs. Professional Building Group will apply for this insurance for building contracts valued at: -
New South Wales: $20,000
Victoria: $16,000
STEP 6
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As part of your insurance contract, you may be required to pay a policy excess. Professional Building Group, as the appointed representative of your insurance provider is required to collect this excess on their behalf. This payment is required before works can commence.
Once your excess payment (if required), signed Scope of Works, and Domestic Building Contract (if applicable) have been returned, Professional Building Group will contact you to discuss your repairs and begin scheduling trades to complete the authorised repairs.
STEP 7
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Your dedicated Building Supervisor will oversee your repairs, coordinating all necessary trades to ensure the work is completed according to the authorised scope of works. Additionally, your Claims Assistant will check in with you weekly to keep you informed and ensure the repairs are progressing smoothly.
STEP 8
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Once repairs are complete, we’ll contact you to arrange a final inspection. After the work is signed off, you’ll receive a Customer Sign-Off Form to confirm everything is to your satisfaction. To help us maintain our high standards of quality and service, we kindly ask that you take a moment to complete the form and share your feedback on your experience with Professional Building Group.
If you require any assistance, please contact PROFESSIONAL BUIDING GROUP.