Roof storm damage vs wear and tear: what home insurance covers and how to make the claim

Home building insurance in Australia generally covers sudden damage from an insured event, such as a storm, hail or a fallen tree, and excludes wear and tear, rust, corrosion, gradual deterioration, lack of maintenance and faulty workmanship. When a roof leaks after a storm, the insurer asks a simple question: did the storm cause the damage, or did the storm only reveal a roof that was already failing? The answer decides whether you are paid, paid in part (for example the storm-damaged tiles but not the porous rest of the roof), or declined. Clear evidence of the storm, the damage and the roof's prior condition is what moves the decision, and under the General Insurance Code of Practice insurers must decide claims within set timeframes and explain declines in writing.

This guide is part of roofing problems and where to get help. It is general information, not insurance or legal advice.

How insurers tell the difference

Likely to be treated as storm damage	Likely to be treated as wear and tear or maintenance
Tiles or sheets lifted or blown off on the day of strong winds	Rusted-through sheets or valleys
Hail impact cracks or dents on a roof without prior cracking	Porous, crumbling or widely cracked old tiles
A tree or branch falling on the roof	Ridge capping loose because pointing has deteriorated over years
Flashing torn away by wind	Gutters overflowing because they were blocked with leaves
Water entry through new storm openings	Long-term staining and rotted battens showing gradual leaks

Many claims are a mix. An insurer may accept that a storm broke 20 tiles but decline to pay for a whole new roof because the remaining tiles were near the end of their life. Your policy wording and product disclosure statement (PDS) set out how this is handled.

Read your policy before you call

Defined events. Check how "storm" and related events (rainwater, hail, wind) are defined. Flood has a standard definition in home insurance under the Insurance Contracts Regulations.
Exclusions. Wear and tear, rust, mould, gradual damage, faulty design or workmanship, and damage from not maintaining the home are common.
Make-safe. Most policies cover reasonable emergency repairs, such as a tarp, to prevent further damage.
Repair or cash settlement. Insurers may choose to repair using their own builders or pay you a cash settlement. Check what the policy says.
Excess. Some policies have a higher excess for certain events.
Matching. Policies vary on whether they pay to replace undamaged parts so the roof matches.

Step-by-step claim

Make safe. Arrange a tarp or temporary fix if water is coming in. Keep receipts. Do not climb onto a wet or damaged roof yourself.
Record everything. Photos and video of the roof from the ground, the ceiling, the ceiling space and damaged contents, with dates. Note the storm date and time.
Keep damaged materials. Broken tiles, torn flashings, a branch: keep a sample if safe to do so.
Notify the insurer quickly. Delays can make it harder to prove the cause.
Assessment. The insurer may send an assessor or builder. Be present if you can and point out the damage.
Get the decision and reasons. If declined in whole or part, ask for the reasons in writing and for copies of the assessment reports the decision relied on.
Do not start permanent repairs before the insurer's assessment unless the insurer agrees, except to make safe.

Code of Practice timeframes

Most home insurers subscribe to the General Insurance Code of Practice 2020, which has applied since 5 October 2021. Under the Code (as published by the Insurance Council of Australia, checked October 2026):

The insurer must decide your claim within four months of receiving it, unless exceptional circumstances apply.
Once it has all the information and has completed its enquiries, it must tell you its decision within 10 business days.
After an extraordinary catastrophe, the time limit can extend to 12 months.
If the insurer misses the timeframe, it must tell you about its complaints process.

A redrafted Code was submitted to ASIC for approval in October 2026; check the Insurance Council's site for whether and when it takes effect. Claims handling has also been a regulated financial service under the Corporations Act since 1 January 2022, so insurers must handle claims efficiently, honestly and fairly.

Worked example: partial acceptance (illustrative)

A hailstorm cracks tiles on a 30-year-old concrete roof. The insurer's assessor reports 35 hail-cracked tiles but also says many other tiles are porous and the valleys are rusted. The insurer offers $3,800 to replace damaged tiles and repair interior ceilings, and declines a full roof replacement.

The owner gets two roofing quotes: one for the hail repair only ($3,500) and one for a full tile-to-steel re-roof ($29,000). The owner can accept the $3,800 and fund the re-roof separately, paying $29,000 − $3,800 = $25,200 net, if the insurer agrees to cash settle rather than repair. Or, if the owner believes all the cracking was from hail, they can dispute the decision with evidence such as an independent roofer's or building consultant's report. See taking a roof claim to AFCA.

Avoid these mistakes

Signing a contract with a door-knocking roofer who promises the insurer will pay. See storm-chaser scams.
Replacing the roof before the insurer inspects.
Throwing away damaged materials.
Not mentioning prior known leaks when asked. You must take reasonable care to answer the insurer's questions honestly.
Accepting a cash settlement without getting your own quotes.

Frequently asked questions

Will my premium go up after a roof claim?

It may. Pricing depends on many factors including claims history and the location's risk. Ask your insurer.

Can I choose my own roofer?

Some policies let you, some require the insurer's builder, and some offer a cash settlement. If the insurer's builder repairs, the insurer generally stands behind that work.

What if the damage is from a neighbour's tree?

Your own home building insurance is usually the first place to claim; your insurer may then seek recovery.

Does contents insurance cover water damage inside?

Damaged contents are usually covered under contents insurance for the same event, subject to the same storm versus gradual damage test.

Sources

Insurance Council of Australia — General Insurance Code of Practice and catastrophe declarations
Australian Financial Complaints Authority — insurance complaints
Moneysmart (ASIC) — home insurance claims guidance
ASIC — claims handling as a financial service
Legislation.gov.au — Insurance Contracts Act 1984 and regulations