FAQ – Home Insurance
Most of our home and contents insurance claims can be completed over the telephone. To ensure we get all of the details right, we may ask you to put pen to paper when finalising your claim. Your personal Client Manager will help you through this process.
An excess is the amount(s) of money you pay or must contribute towards the cost of any claim. All excess amounts relevant to your cover will be shown on your Certificate of Insurance. When you take out home insurance with Kogan Insurance, you can nominate the level of excess you want. Generally, the higher the excess you choose, the lower your premium will be.
Additional or fixed excesses may apply in certain situations, and these are detailed in the Product Disclosure Statement.
You can increase your level of excess at any time during your home and/or contents insurance policy period. However, you can only decrease your excess when renewing your policy or during the 14 day cooling off period if you have not made a claim.
You can find your nominated level of excess on your home and/or contents Certificate of Insurance, sent to you when you took out your policy with Kogan Insurance, or when your policy renewed. If you can’t find these documents, please call us on 1300 034 888 to find out your excess amount/s.
The excess is the amount you contribute towards a claim, therefore, if you are willing to contribute more at the time of a claim (higher excess) you will generally have a lower premium during the policy period.
In the event that the claim relates to the same insured event and the damage sustained is due to the same insured event (i.e. storm damage to your home and contents), then you would only need to pay whichever excess is the higher of your home or contents excess.
You can pay by direct debit from a credit card or bank account. We’ll set up an automatic payment schedule for you so you don’t need to worry about missing a payment.
You can reduce your home and contents premium by choosing a higher excess. Remember though, that while your premium will be cheaper, you will have to pay a higher excess if you need to make a claim.
One of the great things about having insurance with Kogan Insurance is our no-fuss automatic renewals. So when you receive your insurance renewal documents, you must read over the details and check that everything is correct. If nothing has changed, then you can just relax while your policy renews automatically. You only need to call us on 1300 034 888 if you need to make changes to your policy or details, or you do not wish to renew with us.
You can pay your home and/or contents insurance (as well as car insurance) premiums annually or by the month.
If your payment date happens to fall on a weekend or public holiday, the payment will be taken out on the next business day.
We do not offer fortnightly payments, but we do offer both monthly and annual payment options. You can pay less if you choose to pay annually.
Each year at your insurance renewal, we automatically adjust the amount you are insured for to help the cover keep pace with inflation. In addition to this adjustment, you may also need to consider (amongst other things) the value of any new contents or recently completed improvements to your home.
If you have moved, need to increase your sum insured, or advise us of any other changes to your details, then please call us on 1300 034 888. We don’t charge any administration fees to make these changes.
Please keep in mind that your home or contents insurance premium may go up or down, depending on the change you need to make.
If you’ve lost your home Certificate of Insurance or Product Disclosure Statement, simply call us on 1300 034 888, and we’ll email, fax or post copies of your documents to you. You can also download the Product Disclosure Statement directly from our web site.
If your financier needs a copy of your home and/or contents Certificate of Currency, call us on 1300 034 888, and we’ll arrange to email, fax or post a copy to them. Please have your financier’s contact details ready when you call.
Strata Title is a title based on dividing the site into lots with separate titles. The most common application of Strata Title is for units; but it is also used for complexes with a number of duplexes and villas.
We cannot normally insure your home if it has a Strata Title and is insured under a body corporate. However, there may be some instances where we can offer building insurance for Strata Title properties. If you are unsure, please call us on 1300 034 888 to discuss with us. We can offer contents insurance to cover the fixtures and fittings that aren’t covered by the body corporate’s insurance.
Heritage listing provides formal recognition by your local council or the State Government that a place has heritage significance and that the community wants to keep it for future generations.
When you are renting or are a tenant, make sure that you get the right cover for your possessions while you live in someone else’s property. Contents Insurance is the perfect insurance for tenants, as it can help you get your life back to normal as soon as possible after an unfortunate event.
Kogan Contents Insurance protects against theft, fire, earthquakes, lightning, storms, vandalism, bursting of water pipes, and more, all at an affordable price. Best of all, it comes with a 24/7 claims service that’s based in Australia and flexible payment options.
If you have divorced, or separated from a partner listed on your home and contents insurance documents, please call us on 1300 034 888. As each situation is different, we can discuss your needs confidentially over the phone, and make any necessary changes to your policy.
If you move, you need to call 1300 034 888 to tell us the details of your new home. When you call us, please have the following information handy:
- The date you are moving address
- Your new address
- The age of your new home and its construction and security details
Please be aware that because your premium is based on your location, as well as the specific details of your house, the premium may change when you move.
No, we do not offer cover notes for home, contents or landlord’s insurance.
We hope that you never have a complaint, but if you do we will do our best to work with you to resolve it through the following process:
Call one of our friendly Customer Care Specialists (CCS) on 1300 034 888 and explain the situation to them. They’ll try to find a solution for you.
If our CCS team can’t resolve the matter, please call and ask to speak to a Customer Care Specialists Manager.
If, after speaking to a Customer Care Manager you are still not satisfied and your complaint is not yet resolved, you can contact our Internal Dispute Resolution Committee at:
Mail: Kogan Insurance Disputes, Locked Bag 2010 St Leonards NSW 1590
Phone: 02 9253 6600
Your concerns will be investigated by an officer with full authority to deal with the complaint and we will inform you of the outcome within 15 working days of receiving your complaint.
In the unlikely event that Your concerns are not resolved to Your satisfaction by the Internal Dispute Resolution Committee, or Your complaint has not been resolved within 45 days, You may contact the Australian Financial Complaints Authority (AFCA).
You can contact AFCA at:
A decision by AFCA is binding on us (up to specified jurisdiction limits) but is not binding on you. You have the right to seek further legal assistance. The AFCA service is provided to you free of charge.
Got a Question?
1300 034 888