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The scale and impact of the bushfires across Australia is deeply felt by everyone at Elders Insurance. It has been devastating to many of our customers, team members and their communities. We extend our deepest sympathies to anyone impacted by these catastrophic fires as well as admiration for everyone who has been working tirelessly to battle the bushfires and the countless volunteers supporting them.

Please remember the safety of you and your family is paramount. It is important that you follow the advice of local fire authorities. 

Support available to Elders Insurance customers
With bushfires causing significant damage across the country, we’re working hard to support our customers as quickly as possible. Our team of dedicated local agents, claims officers, assessors and tradespeople are available ready to assist.

The following assistance is available to support our customers impacted by the bushfire:

  • Emergency cash payments for customers who need immediate help with accommodation, food and clothing. This can be accessed before a claim is lodged or assessed. If you’re in urgent need of ‘make safe’ repairs, please contact us straight away.
  • For our customers evacuated from holiday destinations due to bushfire, we can assist to get you back home and return your vehicles as soon as it’s safe to access them.
  • For customers who need to make a claim we have waived the excesses for personal (non-business) claims related to the bushfires. This includes personal insurance claims for home buildings, home contents, domestic landlords, motor vehicles, caravans and pleasure craft used for private use. Please contact your local agent for more information, including eligibility criteria.
  • To support our customer wellbeing during this difficult time Elders Insurance is offering free professional counselling to our customers, irrespective of whether you are making a claim. Call 1800 808 374 and identify yourself as an Elders Insurance customer. 

How to make a claim

If you need to make a claim due to bushfire damage, please contact your Elders Insurance agent as soon as you’re safe and able to do so.

Your local Elders Insurance agent can assist with advice and support on your policy or to make a claim. It’s ok if you don’t know your policy details; with your name and address we’ll find it for you.

Our assessors and tradespeople are now beginning to gain access to some bushfire affected areas as emergency service authorities declare it is safe to return. Our team are ready to assist with all claims as soon as access is available, however notifying us of your claim as soon as possible helps us speed up the claims process to get you back on your feet sooner. 

Government clean-up scheme 

The Victorian, New South Wales and South Australian governments have announced they will fund the removal of debris for both insured and uninsured residential and commercial properties destroyed by the bushfires, so communities can start rebuilding as soon as possible. The schemes will include hazardous and non-hazardous materials.

To begin the process, please register for this service as soon as possible. Information relevant to each state is available in the links below.

Once registered, you will be contacted by the assigned Government contractor to arrange a site inspection to agree on what is, and what isn’t, to be removed. Following the completion of the works, you will receive a completion certificate. Elders Insurance is committed to pass on any benefit that is received from the scheme to our customers, meaning you will receive the full benefit of your insurance policy.

Additional assistance for bushfire affected communities 

People from bushfire affected communities can access a range of state and federal government assistance packages as well as other support services. For access to relief and recovery information, including links to financial assistance options and additional support services, please click here.

Please remember

  • In an emergency dial 000
  • Always follow the advice and direction of emergency services
  • Return to your property only when the authorities deem it safe and given the all clear
  • Be aware of your surroundings, burning debris, fallen branches and trees can be unstable. Do not switch on the power to anything that appears damage
  • Beware of hazardous household materials such as asbestos, follow the directions of emergency services and other government agencies if dealing with this issue.
  • Take photographs or videos of any damage to help our assessors with your claim. Discard any damaged goods that may pose a health-risk.and, if safe to do so, keep a sample of the material to show our assessors
  • Be aware of scammers offering assistance with claims or repairs. Always contact your local Elders Insurance agent first to ensure the works are authorised by a reputable company that guarantees its work. See here for more information.
  • Reach out if you need support. Elders Insurance offers free professional counselling to its bushfire-impacted customers. Call 1800 808 374 and identify yourself as an Elders Insurance customer.

Further useful information regarding bushfire can be found here: preparing for a bushfirestaying safe during a bushfire, and safely returning to your home after a bushfire.

Current warnings

For the latest information on the bushfires around Australia, please listen to local radio and monitor information from state-based fire and emergency service sources

Further information

We know the road to recovery for our bushfire affected customers will be long. We will be here every step of the way to support our customers, and ultimately the recovery of the communities in which they live.

For further information about how to access our customer assistance options or to make a claim please contact your local Elders Insurance agent.

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