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Frequently Asked Questions
Your questions, answered.
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General 9
When 22
Who 9
Escalation 14
Connect 11
Assess 20
Repair 17
Evaluate 10
Cost 10
HomeRepair is a licensed builder specialising in insurance-related property repairs. We are part of the Suncorp Group. Your insurance company has appointed us to manage the repair of your home from start to finish — organising every trade, getting approval from your insurer, and making sure the work is done properly.
Your insurance policy includes a managed repair service, meaning your insurer appoints a qualified builder to manage the process on both your and their behalf. This ensures repairs are completed to a consistent, high standard and that all insurer requirements are met. If you have concerns about this, please speak with your insurer directly.
We handle a wide range of property damage, including storm, minor flood, theft, impact, minor fire, and water damage. Our team coordinates all required trades — roofing, plumbing, electrical, plastering, tiling, painting, and carpentry. You do not need to manage any of this yourself.
We work to start and complete your repairs as soon as possible for minimal disruption. Each home and repair is different, and on occasion unforeseen delays may occur while sourcing matching materials. Our repair team will always let you know if a delay is expected. While our priority is to restore your home to its pre-loss condition using like-for-like materials, in some cases an exact match may not be possible. This can be because of the age of the materials or because the original products are no longer available. If this happens, our repair team will talk through suitable alternatives with you and work to find the closest match available.
Every claim varies and requires a tailored approach. After our initial triage call, our customer service team will advise which specialist tradespeople will need to attend your property. All of our trades are fully vetted, appropriately qualified and insured, and approved by one of our Assessors before attending your property.
You can call us at any time on 1300 836 229 and our team members are happy to help. Having your claim reference number ready will allow us to assist you more quickly.
A Case Manager will be assigned to your claim once repairs are approved and ready to proceed. From that point, they will manage your repairs through to completion. While your claim is in the reporting, assessment, or approval stages, a Case Manager from HomeRepair will not yet be assigned. During this time, your primary point of contact will remain your insurer's Claim Manager, but at any time one of our claims specialists can help with any enquiries you might have.
If your claim is at the repair stage, your HomeRepair Case Manager is your first point of contact for any complaints or escalations. They are trained to resolve your issues directly or involve the appropriate people to make sure matters are addressed promptly. If the matter relates to the reporting stage of a claim and you have not yet been assigned a HomeRepair Case Manager, you can call us on 1300 836 229. Alternatively, you can contact your insurer's Claim Manager.
As a homeowner with an active insurance claim, the cost of your repair is managed between HomeRepair and your insurer. Any excess payable on your claim is a matter between you and your insurer — please contact them directly if you have questions about your excess. HomeRepair does not charge you directly for repair works covered by your claim.
We work to start and complete your repairs as soon as possible for minimal disruption. Each home and repair is different, and on occasion unforeseen delays may occur while sourcing matching materials. Our repair team will always let you know if a delay is expected. While our priority is to restore your home to its pre-loss condition using like-for-like materials, in some cases an exact match may not be possible. This can be because of the age of the materials or because the original products are no longer available. If this happens, our repair team will talk through suitable alternatives with you and work to find the closest match available.
We aim to contact you within 24 hours of receiving your claim from your insurer. If we cannot reach you initially, we will follow up until contact is made.
Avoid unsafe areas. Contact HomeRepair immediately so we can reassess and escalate the response if required.
We will send an SMS or email with instructions to call us back. You can phone 1300 836 229 and quote your claim number. If replying by email, include only your six-digit HomeRepair reference number in the subject line.
To update your contact details, please contact your insurer directly. This ensures any authorisation changes are managed correctly. To update your availability for appointments, call us on 1300 836 229 or use the self-service link if we have provided you with one.
On the triage call, we will schedule a suitable time based on availability, safety, and the type of damage. We aim to attend as soon as possible. Sometimes our claims specialists might schedule an assessor to attend after we have had specialists trades (such as roofers) attend so they can give their expert report to the assessor first.
We will confirm your appointment via phone, SMS, or email.
We do our best to accommodate preferred days or times, but specific appointment times cannot always be guaranteed. If you need to reschedule, please contact us and we will work with you to adjust where possible.
Most inspections take 30 minutes to 1 hour, but some can be done in as little as 10 minutes.
Yes. Different specialists may need separate visits depending on the type of damage.
Timeframes vary depending on complexity. You will receive a copy once your insurer has reviewed and approved it.
Your insurer will contact you once they have reviewed the reports and Scope of Works. Your insurer's claims team will be in touch directly. HomeRepair will not contact you again until repairs are approved and ready to proceed.
We will contact you once your insurer approves the Scope of Works and we start planning the repair process.
Yes. You will receive a plan outlining which trades will attend and when.
Not always. We will let you know when your presence is required as part of our planning process.
Contact us and we will reschedule the appointment or make alternative arrangements for access. If our trades have already been in contact with you directly, you may also reach out to them to reschedule.
We will notify you as soon as possible, adjust the schedule, and keep things moving.
Yes. We keep you updated so you always know what to expect next.
Yes, where internal access is required. A responsible adult must be present. A minor cannot be the sole person on site. If the property is a holiday home, you may be able to provide a lockbox code for access. We will advise ahead of time.
We will arrange for the appropriate trades to return and complete the work.
We prioritise Quality Assurance items and aim to complete them as quickly as possible.
Once all repair works and Quality Assurance tasks are complete, your Case Manager will call you for a completion call to confirm everything is finished and that you are satisfied. We guarantee the quality of workmanship on all authorised repairs. Your insurer will also contact you to ensure your satisfaction with the closure.
Every claim varies and requires a tailored approach. After our initial triage call, our customer service team will advise which specialist tradespeople will need to attend your property. All of our trades are fully vetted, appropriately qualified and insured, and approved by one of our Assessors before attending your property.
On the triage call, we will schedule a suitable time based on availability, safety, and the type of damage. We aim to attend as soon as possible. Sometimes our claims specialists might schedule an assessor to attend after we have had specialists trades (such as roofers) attend so they can give their expert report to the assessor first.
Yes. Different specialists may need separate visits depending on the type of damage.
They will identify themselves on arrival and carry appropriate identification. You can always call us if you want to confirm their identity.
Your HomeRepair Case Manager is your single point of contact throughout the repair stage.
Yes. You will receive a plan outlining which trades will attend and when.
Not always. We will let you know when your presence is required as part of our planning process.
We use a mix of trusted internal trades and vetted external contractors. All are overseen by HomeRepair.
The attending trade will confirm the scope, walk through the area, discuss safety and access, and begin work.
If your claim is at the repair stage, your HomeRepair Case Manager is your first point of contact for any complaints or escalations. They are trained to resolve your issues directly or involve the appropriate people to make sure matters are addressed promptly. If the matter relates to the reporting stage of a claim and you have not yet been assigned a HomeRepair Case Manager, you can call us on 1300 836 229. Alternatively, you can contact your insurer's Claim Manager.
Avoid unsafe areas. Contact HomeRepair immediately so we can reassess and escalate the response if required.
Move away from the affected area and contact us. We can arrange a Make Safe service to address immediate risks. If your home is unlivable, please also contact your insurer to discuss temporary accommodation options.
Call 1300 836 229. If the situation is unsafe, we will arrange an urgent Make Safe response.
Your Assessor will ideally have discussed the scope with you on site, but if you feel something has been missed, refer to your case specialist or Case Manager. They will raise your concerns with the Assessor, who can adjust the scope if needed. A reassessment can also be arranged if damage was missed during the initial inspection. You may also contact your insurer, who will pass your concerns on to us.
Let us know right away. We may need to reassess and update the Scope of Works for insurer approval.
We pause, assess the new damage, update the Scope of Works, and notify your insurer for approval.
Tell the trade on site or contact your Case Manager. We will review and arrange corrective work if required.
Contact your Case Manager at any time. We will investigate and take appropriate action.
We will notify you as soon as possible, adjust the schedule, and keep things moving.
We will arrange for the appropriate trades to return and complete the work.
You can contact your Case Manager at any time on 1300 836 229, or complete one of our post-repair feedback surveys.
Contact HomeRepair. An issues may be covered under our workmanship guarantee and we can discuss that with you.
Our workmanship guarantee covers repairs completed by HomeRepair and our approved trades. If something fails because of workmanship, contact us with your claim number and details and we will arrange an inspection.
Your insurer sends your claim to HomeRepair automatically through their system to ours. You will know it has been received when our team contacts you — this is the first visible step for you.
We aim to contact you within 24 hours of receiving your claim from your insurer. If we cannot reach you initially, we will follow up until contact is made.
We already have the details you gave your insurer. We will ask focused questions to confirm: whether your home is safe; the type and extent of damage; details of the damage so we can determine which specialist tradespeople may be required. No preparation is needed on your part.
If your home needs immediate attention, our team can arrange a Make Safe visit to secure the property and prevent further damage. During your first call with us, we will ask questions to assess whether urgent assistance is needed and arrange this if required.
Avoid unsafe areas. Contact HomeRepair immediately so we can reassess and escalate the response if required.
Move away from the affected area and contact us. We can arrange a Make Safe service to address immediate risks. If your home is unlivable, please also contact your insurer to discuss temporary accommodation options.
Call 1300 836 229. If the situation is unsafe, we will arrange an urgent Make Safe response.
We will send an SMS or email with instructions to call us back. You can phone 1300 836 229 and quote your claim number. If replying by email, include only your six-digit HomeRepair reference number in the subject line.
To update your contact details, please contact your insurer directly. This ensures any authorisation changes are managed correctly. To update your availability for appointments, call us on 1300 836 229 or use the self-service link if we have provided you with one.
Authorisation to have someone act on your behalf must be set up through your insurer. Once your insurer has confirmed this, we will follow the same authorisation when dealing with your claim.
Make Safe works arranged by HomeRepair as part of your claim are covered under your insurance. If you have questions about your excess or any cost implications, please contact your insurer.
If your home needs immediate attention, our team can arrange a Make Safe visit to secure the property and prevent further damage. During your first call with us, we will ask questions to assess whether urgent assistance is needed and arrange this if required.
Avoid unsafe areas. Contact HomeRepair immediately so we can reassess and escalate the response if required.
Call 1300 836 229. If the situation is unsafe, we will arrange an urgent Make Safe response.
To update your contact details, please contact your insurer directly. This ensures any authorisation changes are managed correctly. To update your availability for appointments, call us on 1300 836 229 or use the self-service link if we have provided you with one.
Authorisation to have someone act on your behalf must be set up through your insurer. Once your insurer has confirmed this, we will follow the same authorisation when dealing with your claim.
On the triage call, we will schedule a suitable time based on availability, safety, and the type of damage. We aim to attend as soon as possible. Sometimes our claims specialists might schedule an assessor to attend after we have had specialists trades (such as roofers) attend so they can give their expert report to the assessor first.
We will confirm your appointment via phone, SMS, or email.
No major preparation is needed. Please ensure: the damaged area is accessible ; pets are secured; a responsible adult is home unless otherwise arranged — a minor cannot be the only person on site
We do our best to accommodate preferred days or times, but specific appointment times cannot always be guaranteed. If you need to reschedule, please contact us and we will work with you to adjust where possible.
Most inspections take 30 minutes to 1 hour, but some can be done in as little as 10 minutes.
Yes. They can explain what they are looking at and discuss the scope, though they cannot comment on insurer coverage.
Yes. Different specialists may need separate visits depending on the type of damage.
They will identify themselves on arrival and carry appropriate identification. You can always call us if you want to confirm their identity.
Timeframes vary depending on complexity. You will receive a copy once your insurer has reviewed and approved it.
We update the Scope of Works and advise your insurer so everything is reviewed and approved before repairs start.
HomeRepair Assessors and specialist tradespeople develop the scope based on on-site findings, building standards, and safety requirements. Your insurer approves the final scope.
Your Assessor will ideally have discussed the scope with you on site, but if you feel something has been missed, refer to your case specialist or Case Manager. They will raise your concerns with the Assessor, who can adjust the scope if needed. A reassessment can also be arranged if damage was missed during the initial inspection. You may also contact your insurer, who will pass your concerns on to us.
Your insurer will contact you once they have reviewed the reports and Scope of Works. Your insurer's claims team will be in touch directly. HomeRepair will not contact you again until repairs are approved and ready to proceed.
Let us know right away. We may need to reassess and update the Scope of Works for insurer approval.
If damage is identified that falls outside your claim, your insurer will discuss your options with you. In some cases, HomeRepair may be able to complete additional works at your cost. This would be quoted and agreed separately before any work begins.
To update your contact details, please contact your insurer directly. This ensures any authorisation changes are managed correctly. To update your availability for appointments, call us on 1300 836 229 or use the self-service link if we have provided you with one.
Authorisation to have someone act on your behalf must be set up through your insurer. Once your insurer has confirmed this, we will follow the same authorisation when dealing with your claim.
We update the Scope of Works and advise your insurer so everything is reviewed and approved before repairs start.
Let us know right away. We may need to reassess and update the Scope of Works for insurer approval.
Your HomeRepair Case Manager is your single point of contact throughout the repair stage.
We will contact you once your insurer approves the Scope of Works and we start planning the repair process.
Yes. You will receive a plan outlining which trades will attend and when.
Not always. We will let you know when your presence is required as part of our planning process.
Contact us and we will reschedule the appointment or make alternative arrangements for access. If our trades have already been in contact with you directly, you may also reach out to them to reschedule.
We use a mix of trusted internal trades and vetted external contractors. All are overseen by HomeRepair.
The attending trade will confirm the scope, walk through the area, discuss safety and access, and begin work.
We pause, assess the new damage, update the Scope of Works, and notify your insurer for approval.
All changes must be reviewed by HomeRepair and approved by your insurer.
Tell the trade on site or contact your Case Manager. We will review and arrange corrective work if required.
Contact your Case Manager at any time. We will investigate and take appropriate action.
We will notify you as soon as possible, adjust the schedule, and keep things moving.
Yes. We keep you updated so you always know what to expect next.
Authorisation to have someone act on your behalf must be set up through your insurer. Once your insurer has confirmed this, we will follow the same authorisation when dealing with your claim.
An inspection to confirm that work meets required standards and matches the approved Scope of Works. We inspect each trade's workmanship, confirm you are satisfied with the work, and address any concerns.
Yes, where internal access is required. A responsible adult must be present. A minor cannot be the sole person on site. If the property is a holiday home, you may be able to provide a lockbox code for access. We will advise ahead of time.
We will arrange for the appropriate trades to return and complete the work.
We prioritise Quality Assurance items and aim to complete them as quickly as possible.
We do not provide a formal Quality Assurance summary, but we will discuss any issues with you directly. Defects and incomplete work are managed internally.
Once all repair works and Quality Assurance tasks are complete, your Case Manager will call you for a completion call to confirm everything is finished and that you are satisfied. We guarantee the quality of workmanship on all authorised repairs. Your insurer will also contact you to ensure your satisfaction with the closure.
You can contact your Case Manager at any time on 1300 836 229, or complete one of our post-repair feedback surveys.
Contact HomeRepair. An issues may be covered under our workmanship guarantee and we can discuss that with you.
Our workmanship guarantee covers repairs completed by HomeRepair and our approved trades. If something fails because of workmanship, contact us with your claim number and details and we will arrange an inspection.
We update the Scope of Works and advise your insurer so everything is reviewed and approved before repairs start.
HomeRepair Assessors and specialist tradespeople develop the scope based on on-site findings, building standards, and safety requirements. Your insurer approves the final scope.
Let us know right away. We may need to reassess and update the Scope of Works for insurer approval.
We pause, assess the new damage, update the Scope of Works, and notify your insurer for approval.
All changes must be reviewed by HomeRepair and approved by your insurer.
Contact HomeRepair. An issues may be covered under our workmanship guarantee and we can discuss that with you.
Our workmanship guarantee covers repairs completed by HomeRepair and our approved trades. If something fails because of workmanship, contact us with your claim number and details and we will arrange an inspection.
As a homeowner with an active insurance claim, the cost of your repair is managed between HomeRepair and your insurer. Any excess payable on your claim is a matter between you and your insurer — please contact them directly if you have questions about your excess. HomeRepair does not charge you directly for repair works covered by your claim.
If damage is identified that falls outside your claim, your insurer will discuss your options with you. In some cases, HomeRepair may be able to complete additional works at your cost. This would be quoted and agreed separately before any work begins.
Make Safe works arranged by HomeRepair as part of your claim are covered under your insurance. If you have questions about your excess or any cost implications, please contact your insurer.
Trusted Partners
Servicing Australia’s Premier Insurers
HomeRepair works nationally on behalf of Australia’s leading General Insurers. Our management team and tradespeople have a wealth of experience, repair skills and knowledge that has been built up, one repair at a time on many thousands of homes.
