Catastrophes and severe weather
When severe weather turns your world upside down, we’ll help you get back on track. From catastrophic events like bushfires, floods, and cyclones, to everyday things like broken windscreens and sodden carpets, Youi is here for you when it matters most.1
AWARD-WINNING INSURANCEAustralia's Most Satisfied Customers
Whether it’s your home, car, motorcycle or something else – if it’s insured with Youi, we’re here to help. From understanding your situation to assessing the damage and helping you with your claim, we’re with you every step of the way.
Ways we can help
Natural disasters can be stressful – in more ways than one. Here’s how we can support you during severe weather events.1
See the PDS to find out what your policy covers.
Immediate assistance and emergency support
If severe weather has caused damage to your insured home, give us a call – we’re here to assist with temporary accommodation2 and urgent repairs.3
Support for vulnerable customers
We understand that sometimes you may need a little extra support. If you’re facing personal challenges, our support services are here to make the tough times easier.
Talk to a real person
Get real help from real people – ready to listen, understand and help with your claim and queries with compassionate care.
How to make a claim after severe weather
The first point of contact – lodge a claim online 24/7 or by phone. Keep in mind that call centre delays are common during severe weather events.
Have this information ready:
- Your policy number
- An authorised person on the policy
- Details on when, where and how the incident occurred
We’ll assess the damage and map out the next steps.
- Damage inspection: we’ll arrange an assessment – remember to not dispose of any damaged items unless they’re unsafe.
- Specialist help: we may bring in specialists to help us better understand the cause and extent of the damage.
- Next steps: we’ll keep you updated, inform you if your claim is accepted, and discuss repairs or settlement options.
Once the assessment is complete and your claim is accepted, we’ll keep things moving.
- Settlement options: depending on your situation, we’ll arrange repairs, replacement or a cash settlement.
- Scope of works: if approved, we'll organise repairs with a builder or service provider.
- Repairs begin: once you’ve signed the scope and paid the excess, we’ll start the repairs.
Stay on top of your claim with real-time updates – know what’s happening and what to expect next.
- Online Claims Tracker: check the status of your claim – anywhere and anytime – with your unique login details.
- Regular updates: our claims team will keep you informed every step of the way.
- Direct contact: there may be times when builders or service providers reach out to you directly to provide updates on repairs.
It’s time to finalise your claim.
- Sign off: we'll confirm the work has been completed to your satisfaction.
- Guaranteed repair quality: authorised repairs are backed by our quality guarantee for as long as you – or a listed driver if your claim relates to your car or motorocycle insurance – own the insured property.3
Simple claims process
We’ve created our 5-step claims process so we can work through all claims – no matter how big or small they are – in the same efficient way, enabling you to know what comes next so we can help get you back on your feet again as soon as possible.
Got an emergency? Call 000
International callers: +61 7 3719 4800
Preparing for severe weather events
Stay ahead with our articles on how to prepare and what to do when natural disasters hit.
Bushfire preparation: what do you need to know?
How to Prepare for Cyclones, Floods and Severe Weather
How to Create an Emergency and Evacuation Plan for You and Your Family
Community and emergency support services
In times of severe weather and natural disasters, these community and emergency services offer critical support and resources.
FAQs
Got questions about severe weather claims? You might find the answers here.
VIEW THE PDSGeneral
Youi’s home and car insurance policies include cover for most severe weather events such as storms, floods, bushfires and hail. As with all insurance, limitations and exclusions apply and there are waiting periods or additional fees for certain types of cover. Full details are in the PDS which we recommend you consider before making any decisions regarding our products.
Coverage for certain natural disasters – such as bushfires, storms and floods – may not commence until 72 hours after the policy’s start date. As with all insurance, limitations and exclusions apply and there are waiting periods or additional fees for certain types of cover. Full details are in the PDS which we recommend you consider before making any decisions regarding our products.
Safety comes first, so always consider local emergency guidance. Once safe and you would like to make a claim, give Youi a call on 13 YOUI (9684) to discuss your situation and see how we can help.
Claims process
You can make a claim online at www.youi.com.au or on the Youi app. You can also call Youi’s claims team on 13 YOUI (9684).
Our claims team will let you know what to provide. This could include:
- your policy number
- a description of what happened, when and where
- the type and extent of the damage
- details of anyone else who was involved such as name, address, driver’s licence and/or registration number
- Police Incident Number if the police were called
If you don’t have your policy number on hand, that’s ok, we’ll go through an identification process and find your policy number for you. The following information may help us locate your policy:
- the policyholder’s name, address or date of birth
- for vehicle claims - the registration number of the insured vehicle
- for home claims – the address of the insured property
Login to your account at www.youi.com.au or via the Youi app and use our Online Claims Tracker to track your claim’s progress. Regular updates will also be provided by our claims team whenever possible.
Home insurance
Flood damage is covered under Youi home insurance policies. As with all insurance, limitations and exclusions apply and there are waiting periods or additional fees for certain types of cover. Full details are in the PDS which we recommend you consider before making any decisions regarding our products.
Youi home insurance covers damage from fallen trees or debris resulting from insured events like storms. As with all insurance, limitations and exclusions apply and there are waiting periods or additional fees for certain types of cover. Full details are in the PDS which we recommend you consider before making any decisions regarding our products.
If you have buildings insurance with Youi and a claim is accepted under your buildings cover, we’ll cover the cost of temporary emergency repairs needed to prevent further damage and make your buildings safe and secure after an insured event. See the PDS for more information.
The types of excess that may apply include:
- basic excess: this is the standard amount you pay for each claim. You might be able to choose the amount when you set up your policy.
- additional excess: this applies in certain situations which will be listed in your policy schedule.
- unoccupied excess: if your home has been unoccupied for over 60 continuous days at the time of the incident, an extra excess may apply.
- delayed notification storm excess: if you claim for storm damage more than 90 days after the incident, an additional excess may apply.
Car insurance
Comprehensive car insurance policies cover hail damage. As with all insurance, limitations and exclusions apply and there are waiting periods or additional fees for certain types of cover. Full details are in the PDS which we recommend you consider before making any decisions regarding our products.
Towing costs are covered if your vehicle is damaged by an insured event, provided you have Comprehensive or Third Party Fire & Theft cover. As with all insurance, limitations and exclusions apply and there are waiting periods or additional fees for certain types of cover. Full details are in the PDS which we recommend you consider before making any decisions regarding our products.
The types of excess that may apply include:
- basic excess: the amount you pay for each claim, listed in your policy schedule.
- reduced windscreen excess: optional lower excess for claims involving only windscreen, window glass or sunroof.
- additional excess: may apply in specific situations, as outlined in your policy schedule.
- driver-specific excess: this applies for unlisted or young drivers and is added to other excesses.
Disclaimers
1. Coverage may vary depending on the type of natural disaster and your policy details. Not all natural disasters are covered. Loss or damage caused by a bushfire, storm, flood, earthquake or explosion within the first 72 hours of your policy commencing is only covered in limited circumstances. Limitations and exclusions apply and there are additional fees for certain types of cover. For more details, see the PDS and TMD.
2. Temporary accommodation and emergency support are subject to your policy and claim approval. For owner occupied homes, we will pay the actual cost you incur for temporary accommodation for up to 12 months if you cannot live at the premises after an insured event. The most we will pay for each claim is 12% of the building's sum insured. Limits and exclusions apply. For more details, see the PDS and TMD.
3. Where we arrange, authorise and pay a service provider for repairs, we will guarantee the quality of the repairs for as long as you are the owner of the insured property. The guarantee includes the rectification of any defects caused by poor workmanship, or faulty materials, related to these repairs. For more details, see the PDS and TMD.