What to do if your home is lost or damaged in a bushfire

Legal assistance

For free legal help visit the Disaster Response Legal Service or phone 1800 801 529 from 9am to 5pm, Monday to Friday. Disaster Response Legal Service lawyers also visit communities after a disaster.

The Disaster Response Legal Service is a specialist service of Legal Aid NSW. It can help you with everyday legal problems that can arise after a disaster, like:

• insurance claims and disputes
• tenancy
• employment and your rights at work
• financial hardship
• unpaid fines
• Centrelink issues.

Other legal services include the Financial Rights Legal Centre and Tenants' Union of NSW.

Visit LawAccess NSW or call 1300 888 529 for general legal support from Legal Aid NSW, Community Legal Centres and other free legal assistance services in your area.

Insurance support

For insurance advice and guidance, call the Insurance Council of Australia disaster hotline on 1800 734 621. You cannot make a claim on this hotline.

For free legal help with insurance claims and disputes visit the Disaster Response Legal Service.

Insurance support and resources are also available through the Insurance Law Service.

Submitting an insurance claim

If your insurance documents have been lost or damaged, contact your insurance company for a copy of your policy.

You may need to access more than one insurance policy, including:

• home and contents insurance
• car insurance
• accident, sickness or income protection insurance
• life insurance, including any insurance taken out through your superannuation.

Contact your insurer as soon as possible. They’ll be able to tell you:

• what you’re covered for
• what their claims process is
• any excess amounts you’ll need to pay.

After you submit a claim, an assessor will inspect the damage and determine if it’s covered under your policy.

Check with your insurer before making or arranging any repairs. Your policy may not cover unauthorised repairs.

Your insurer will tell you:

• what documentation or evidence of damage you’ll need before you start the clean up
• what damaged items you’ll need to keep until the assessment.

Make sure you:

• take photos or videos of damaged property and belongings
• make a list of all damage. Include as much detail as possible, such as brand, model and serial number
• don’t throw away items unless they are a hazard
• take reasonable steps to prevent any further damage.

The insurance assessor will normally work with you to get quotes and decide whether building or belongings should be repaired or replaced.

Your insurer is responsible for the quality of the repairs or a replacement.

Replacing identification and personal documents

If your identity, licences, certificates, permits, registrations or documents are lost or damaged in a bushfire, you can apply for replacements.

Read more on replacing identification and personal documents after a disaster.

Mail redirection with Australia Post

If you are affected by a natural disaster, you may be eligible for up to 12 months of free mail redirection.

Information for tenants and landlords

If you are a tenant, you should notify your landlord or managing agent of damage to the property.

If you live in a Department of Housing residence, call the 24/7 helpline on 1800 422 322.

If you are a landlord, you should arrange repairs as soon as possible.

Find out more about landlords' and tenants' rights and responsibilities in a bushfire.

Emergency or temporary accommodation

If your home has been affected by disaster, you can access accommodation support by visiting a recovery centre or by calling Service NSW on 13 77 88. Service NSW staff can also help you find other support you may need.