Commonly asked questions 

You can reach us 24/7 in case of emergencies. Learn more here.

You can start your claim by logging in here and telling us what happened. Or, you can set up some time to talk to one of our claims experts.  Learn more here. 

If you have something you want to talk through or a complaint, we'll always do our best to work with you to resolve it as quickly as possible. You can book in some time to talk to our team. Learn more about our complaints process here.  

When you buy a new Huddle policy, we’ll pay to help offset your carbon emissions by planting and protecting native forests. We do this by partnering with Greenfleet. They plant biodiverse, native forests in Australia and New Zealand, which are legally protected for 100 years. Not applicable to policy renewals. 

An excess is the amount of money you pay towards the cost of any claim. You can think of the excess as a contribution you’re making towards your claim. The excess reduces your premium to make it more affordable. When an excess applies, you may have to pay your basic excess plus any applicable additional excess.

If we accept your claim and the damage to your car can be repaired, we’ll arrange for your car to be repaired using trusted car repairers.

With Huddle Black you can choose your own repairer, but we may still ask you to get a quote from a repairer we select, too.

We work closely with trusted car repairers to make sure they provide you with quality repairs in a timely manner.

There are many factors that contribute to setting your premium, and a safe driving history will go a long way. But choosing the Pay As You Drive cover or a higher excess that you can afford may also help reduce the premium you'll pay. Simply get a quote and choose the options that are best for you. Pay As You Drive is only available for our Comprehensive and Huddle Black cover levels.

Huddle Black is our most powerful level of comprehensive car insurance cover. You get all the benefits of our Comprehensive Car Insurance cover plus additional benefits, higher limits and even free roadside assistance.

For more details, see our Product Disclosure Statement. Roadside assistance terms of service apply.

Sum insured is the maximum total amount that we would pay if you needed to repair or rebuild your home.

It’s important to insure your home for an amount that would cover all the costs if you had to rebuild it. Every home is different. When you calculate the cost of rebuilding your home you should think about all the costs that would be involved, like demolition, debris removal, professional fees and council fees.

You can speak with a suitably qualified professional, such as a builder or domestic building valuer, who may be able to provide you with an accurate rebuild cost estimate. Always check that the sum insured you select will be enough to cover the rebuilding cost of your home. 

Yes, you’re covered for flood whether you choose Home Insurance, Contents Insurance or both. The higher of your chosen basic excess or a fixed excess of $500 applies to each flood event.

There's no cover for rainwater or flood, if it occurs within the first 72 hours of the time you first purchase the policy, or you subsequently purchase the policy after any gap in home/ contents cover, unless you transferred a home/ contents insurance policy with equivalent cover to us from another insurance company without an interruption in cover. We will not cover any increase in sums insured for these events in the first 72 hours.

Accidental damage means damage caused unintentionally to your home, if you have Home Insurance with this cover option, or contents, if you have Contents Insurance with this cover option. Accidental damage can cover things like your favourite vase breaking or your hallway wall being damaged as you’re moving your new couch in.

You will be covered for accidental damage if you choose the Comprehensive Cover option or Huddle Black for your policy.

Some things are excluded, like scratching, chipping or denting, caused by normal use. See the relevant Product Disclosure Statement for more information.

Under the Basic Cover option, you will still be covered for accidental glass breakage. Policy terms do apply.

Yes. You can choose to pay monthly for your home insurance, or save by paying annually.

It's important to let us know if your home will be unoccupied for a period of more than 100 consecutive days. If you tell us, we may be able to provide cover during this period subject to certain conditions for your home being unoccupied. See the section titled ‘Leaving your home unoccupied’ in the Huddle Home & Contents Insurance Product Disclosure Statement for details.

We do not provide cover where your whole home is rented out on Airbnb or similar shorter term rental (even if it's just while you're on holiday).

Your valuable contents are covered up to your contents sum insured while inside your home, however some types of contents have fixed or flexible limits.

For example, the maximum we can provide cover up to for bicycles or portable musical instruments is $1,000 per item for Basic Cover or $2,000 per item for Comprehensive Cover.

Jewellery, watches, collectables, and media (like CDs and DVDs) are covered up to flexible limits depending on your cover level, but you can increase these limits by letting us know and having the items individually listed with their value on your Certificate of Insurance.You don't pay extra for this, for cover within your home, so long as you account for these valuables when choosing how much to insure your contents for.

You can also add our Portable Valuables Cover option to cover things you take on the go. Check out the relevant Product Disclosure Statement for more information on Portable Valuables Cover.

For more information on the limits that apply to contents and valuables, you can check out the relevant Product Disclosure Statement.

• Home Insurance is for homeowners who live in their home and want insurance for their building and fixtures. It covers the residential buildings, domestic outbuildings, fixtures, services like electricity, water and gas at the insured site, permanently installed swimming pools and paved driveways etc.
• Contents Insurance is for homeowners living in their home or renters renting a home who want insurance for their things. Contents include things like art, watches, jewellery, sporting equipment, carpets, rugs, furniture, electronics, bicycles, portable musical instruments and more.

If you run a business from home, you need to let us know when we ask you about how you use your home.

We cover contents in your home office that you own, like office furniture and personal computers. Policy limits and terms do apply.

We don't cover stock, or items used in connection with a business that are owned by an employer (like computers supplied by your employer), or things like loss of profit or business interruptions. Also, our liability cover doesn't extend to anything arising in connection with or out of any business carried out by you or your family members who normally live with you.

For a full list of what's included, see the relevant Product Disclosure Statement for more information.

No, our policies are not designed for landlords.

• Huddle Home Insurance is designed for owner-occupiers who want insurance for their home.
• Huddle Contents Insurance is designed for homeowners, owners of strata-titled residential properties or renters, who want insurance for their contents.
• Huddle Home & Contents Insurance is designed for owner-occupiers who want insurance for both their home and contents.

Huddle Home Assist is a home assistance service, provided by Allianz Global Assistance with the purchase of a Huddle Black Home, Contents or Home and Contents policy.

Huddle Home Assist is an additional service option that provides 24/7 help with 10 common home emergencies.

1. Being locked out of the house
2. Blackout or power failure
3. Burst tap or showerhead
4. Damaged roof or guttering causing an internal leak
5. Burst pipe
6. Blocked toilet, drain or pipes
7. Broken or burst hot water system
8. Gas leak
9. Broken external door or window
10. Damaged heating or cooling system

With Huddle Home Assist, you are entitled to 2 call-outs with your 12 month Huddle Home Assist membership and get up to $300 (inc. GST) off the bill for each of these call-outs. If you've used up your 2 call-outs and you experience one of the 10 emergencies included in Huddle Home Assist, you can still call at any time to arrange for a tradesperson at your expense.

Huddle Home Assist is here 24/7. Call 1300 777 200 to get help arranging for a qualified tradesperson to assist.

For more information on Huddle Home Assist, check out the terms and conditions for Huddle Home Assist here.

Huddle Black is our most powerful level of cover and is available whether you choose Home Insurance, Contents Insurance or both.

You get all the benefits of our Comprehensive Home & Contents Insurance cover plus additional benefits, higher limits and even access to an emergency Home Assist service.For more details, check out the Product Disclosure Statement.

Need to extend your trip or add a destination to your policy? 



You can apply to make changes to your policy by logging in to your Huddle account. 



Cover terms apply. Please refer to the relevant PDS for more details.

If you or your travel companion are positively diagnosed as suffering a sickness recognised as an epidemic or pandemic (like COVID-19), and the diagnosis is certified by a medical adviser in writing, you may be able to claim for some benefits which are specified in the PDS. This includes the cancellation or rescheduling of your trip, or your medical expenses incurred overseas during your trip, due to this diagnosis. 



Except for this limited cover, cover for epidemics and pandemics are generally excluded under the policy. 



This means you will not be covered if you contracted the epidemic or pandemic sickness when you had travelled against an advice or warning by the Australian Government and didn't take appropriate action to avoid contracting the sickness, for example, by delaying travel to the country or part of the country referred to in the travel warning. 



Terms, conditions, exclusions, limits and sub-limits apply. Please refer to the relevant PDS for more details.

We cover the 31 pre-existing medical conditions listed in the table below, as long as you meet the following criteria on the date you purchase your policy:


• you haven't been hospitalised or needed treatment for any of the listed conditions by any medical adviser in the last 12 months (unless a different time period is listed in below);
• you aren't under investigation for any of the listed conditions;
• you aren't awaiting investigation, surgery, treatment or procedures for any of the listed medical conditions; and
• your condition meets any relevant additional criteria listed in the table below.

The specified additional criteria (if any) apply, including any stated time periods related to these covered medical conditions listed in the table below, at the time your policy is purchased.

If you have a pre-existing medical condition when you purchase your policy that:

• isn't listed in the table above; or
• is listed in the table above, but at the date you purchase the policy, you don't meet the relevant criteria for it to be covered,

then you won't be covered for any claim that arises from the pre-existing medical condition. 
 


Terms, conditions, exclusions, limits and sub-limits apply. Please see the relevant PDS for more details

If you're planning on riding a motorcycle or moped overseas on your trip and want cover for participating in those activities, you'll need to purchase the optional Motorcycle/Moped Pack, available on International Comprehensive and Standard Plans only.

Adding the Motorcycle/Moped Pack doesn't add another policy benefit, but it extends cover under your policy to include claims that arise because of participating in riding a motorcycle or moped overseas on your trip, except for cover under Permanent disability and Personal liability.

Cover is provided under this Optional Extra pack only if:

• the motorcycle or moped is motorised and its engine capacity is 250cc or less;
• while in control of the motorcycle or moped, you hold an Australian motorcycle rider’s licence or an Australian motor vehicle driver’s licence valid for that class of motorcycle or moped being ridden, and a licence valid for the country that the motorcycle or moped is being ridden in;
• while you're a passenger, the driver in control of the motorcycle or moped holds a license valid for the country that the motorcycle or moped is being ridden in;
• you're wearing an appropriate safety helmet;
• you're not racing the motorcycle or moped; and
• you're not riding the motorcycle or moped in a professional capacity (for example, as a paid delivery driver).

If you're participating in riding a motorcycle or moped overseas on your trip and you haven't bought the Motorcyle/Moped Pack, there'll be no cover under the policy for any claims related to this activity.

Terms, conditions, exclusions, limits and sub-limits apply. Please refer to the relevant PDS for more details.

Going on a river cruise? Cover for river cruises are automatically covered included under your policy.

However, if you're planning on heading on an overnight or multi-night sea or ocean cruise within Australian territorial waters or while you are overseas, you'll need to purchase the optional Cruise Pack. The optional Cruise Pack is only available on International Comprehensive and Domestic Comprehensive plans.

Buying the Cruise Pack extends the cover under this policy’s benefits for claims arising from your cruise and adds some additional cruise-related benefits such as cover for Emergency medical cover while cruising including ship to shore evacuation cover, Cabin confinement and Missed shore excursions.

If you're going on an overnight or multi-night sea or ocean cruise while you're on your trip and you haven't bought the Cruise Pack, there'll be no cover under the policy for claims related to that cruise.

Terms, conditions, exclusions, limits and sub-limits apply. Please refer to the relevant PDS for more details.

If you're planning on participating in snow sport activities in Australia or overseas, you'll need to purchase the optional Snow Pack, available on International Standard, International Comprehensive and Domestic Comprehensive Plans only. Snow sport activities covered under the Snow Pack only include amateur skiing, snowboarding, sledding, tobogganing, or tubing conducted on groomed terrain, marked slopes or trails that are open, maintained and monitored within ski resort boundaries.

Buying the Snow Pack extends your cover under your policy to include claims that arise because of your participation in a snow sport activity including skiing or snowboarding, except for cover under Permanent disability and Personal liability. The Snow Pack also provides cover for additional snow-related benefits such as Cover for your own snow sport equipment, Snow sport equipment replacement hire and Piste closure.

Please note an additional excess of $500 plus your chosen basic excess applies to any claims made under Cancellation expenses or Additional expenses, which arise from or are in any way connected with you participating in snow sport activities.

If you're participating in a covered snow sport activity while you're on your trip and you haven't bought the Snow Pack, there'll be no cover under the policy for claims related to this activity.

There's also no cover under this policy, even if you have purchased the Snow Pack, for claims arising from or in any way connected to:

Terms, conditions, exclusions, limits and sub-limits apply. Please refer to the relevant PDS for more details.

Cancelling during your 14-day-cooling-off period



You have a 14-day cooling-off period once you buy your policy. If you decide that this policy is not right for you, you may cancel it within 14 days of purchasing your policy.

We will give you a full refund, provided:

• you have not started your trip; and
• you do not want to make a claim under your policy; and
• you do not want to exercise any other right under your policy.

In that case, your policy will be cancelled from the date the policy was issued, which means it will be as if you had no cover at all.

Cancellation after the cooling-off period

If you wish to cancel your policy more than 14 days after you purchased your policy and:

• you have not started your trip; and
• you do not want to make a claim under your policy; and
• you do not want to exercise any other right under your policy,

we will refund you 60% of the premium you paid. In this case, your policy will be cancelled from the date the cancellation is processed.

You can cancel your policy by logging in to your Huddle account or by booking an appointment to speak to one of our friendly team members.

Please see the relevant PDS for more details.