Home Repair Insurance: Your Complete Guide to Claims, Assessments, Scope of Works, and Repairs

20 hours ago
6 min read

Hands hovering over a house and family icons, symbolising home insurance protection. — Insurance is meant to protect your home. Understanding the process protects your peace of mind.

We understand Home repair insurance can be confusing, lots of people involved, lots of paperwork, and repairs happening while you’re still living at home.

This guide explains the process step by step: what happens, who’s responsible for what, what to do (and what to avoid), and how to avoid delays, missed items, and surprise costs.

Let’s get through it all!

Home Repair Insurance Explained: What It Covers and What It Doesn’t

Home repair insurance usually refers to the repair (reinstatement) part of a home/building insurance claim.

Where damage from an insured event is assessed and your property is restored.

What home repair insurance commonly covers :

What’s covered depends on your policy, but repair claims often involve sudden, unexpected events, such as:

Storm and wind damage (e.g., roof damage leading to water ingress)
Water damage from a burst pipe or sudden leak
Fire damage
Impact damage (e.g., a vehicle strike)
Theft-related damage (forced entry, broken doors/windows)

What home repair insurance often doesn’t cover :

Again, this is a policy-specific matter. Many claims run into issues when the damage is linked to:

Wear and tear (aging materials)
Gradual deterioration (slow leaks, long-term moisture)
Lack of maintenance (blocked gutters leading to overflow damage)
Pre-existing issues (damage present before the event)

Bottom line, insurance is typically stronger on sudden damage than gradual damage.

Ask yourself these quick questions to work out what applies to your situation:

Was it sudden (storm, burst pipe) or gradual (slow leak)?
Do you have photos/videos and a rough timeline?
Can you show you’ve taken reasonable maintenance steps?

Step-by-Step Home Repair Insurance Process: From Claim to Completion

This is the clearest way to understand what’s coming. Not every claim is identical, but most follow a similar path.

Step 1: Lodge the claim early (even if details aren’t perfect)

Start the claim as soon as it’s safe. Early lodgement:

Creates a record of the incident date/time
Speeds up assessment scheduling
Helps you access next steps (like make-safe guidance)

What to gather:

Date/time and what happened (short timeline)
Photos/video
A list of damaged areas/items
Receipts or proof of purchase (if available)
Notes of any urgent safety issues

Step 2: Make safe and prevent further damage (the “must-do” phase)

Worker securing temporary roof covering during emergency make-safe works. — Temporary roof tarping helps prevent water ingress while the claim progresses.

This stage is about safety and stopping the damage from spreading.

Common make-safe actions:

Temporary roof covering/tarping
Boarding up broken windows/doors
Isolating electrical hazards
Stopping an active leak (where safe)
Moving items away from wet areas

Tip: Keep receipts for emergency costs and take photos before and after any temporary work.

Step 3: Document the damage properly (this saves headaches later)

Good documentation can be the difference between a smooth Scope of Works and a frustrating back-and-forth.

Photo checklist:

Wide shot of each room/area
Mid shot showing the damage context
Close-up of the damage (water marks, cracks, swelling, mould)
Any external cause evidence (roof tiles missing, fallen branches)
Serial numbers for affected items (if relevant)

Do not rush to throw things out unless they’re unsafe/contaminated. If you must dispose of items, photograph them clearly first.

Step 4: Assessment (in-person or virtual)

The assessor’s job is to confirm:

What was damaged
Likely cause
Reasonable repair scope and approach

Sometimes specialists are involved—especially for structural concerns, complex water ingress, or persistent moisture/mould risk.

Step 5: The Scope of Works (the most important document in the whole process)

The Scope of Works (sometimes called Scope of Repair) is essentially the repair blueprint. It lists what will be repaired/replaced and how.

Before you sign, check:

Every affected room/area is listed
The scope includes preparation work (demolition, drying, mould treatment where needed)
Materials and finishes are clear (tiles, paint, flooring, cabinetry)
Access items are included (skirting, cornices, trims, door hardware)
Any exclusions are understood (and not mistakenly omitting real damage)

If something feels missing, raise it before signing. It’s easier to correct a scope than to fix a half-repaired home later.

Step 6: Settlement options (repairs vs cash settlement)

Depending on the claim, you may be offered:

Repair/replacement pathway: a builder and trade team completes the work.
Cash settlement: you receive funds and manage the repairs yourself.

Cash settlement can be helpful in some cases, but it can also be risky if the scope is incomplete, costs rise, or compliance/workmanship becomes your responsibility.

Before choosing cash settlement, consider:

Can you obtain accurate quotes that match the scope?
Do you understand hidden damage risk (behind walls, under floors)?
Do you have time to coordinate trades and timelines?

Step 7: Repairs commence (sequencing matters)

Tradesperson painting an interior wall as part of reinstatement works. — Painting, flooring, and final finishes happen after drying and rebuild are complete.

Once the scope is approved, repairs usually follow a set order:

Make-safe (if not already completed)
Removal / demolition
Drying / restoration (for water damage claims)
Rough-ins (electrical/plumbing, if needed)
Rebuild (carpentry, plaster, waterproofing where relevant)
Finishes (tiling, painting, flooring)
Final clean and quality checks

Common causes of delays

Hidden damage discovered after demolition
Material lead times (special-order items, backorders)
Trade availability, especially after major weather events
Weather interruptions for external works

Step 8: Handover and completion (do your own quality walkthrough)

Before you sign off, do a practical check:

Doors open/close properly, latches align
Paint finishes are even, no obvious overspray or patchiness
Tiles are aligned, grout consistent, no hollow tiles
Wet areas are properly sealed and finished
Floors are level, no buckling/swelling
External repairs (roofing/guttering) look secure and properly fixed
Any moisture-related repairs show no ongoing damp signs

Ask for any applicable warranties and keep your scope, variations, and photos together.

Maintenance vs Insurance Repairs: How to Avoid Claim Problems

A lot of claim disputes come down to one point: was the damage sudden, or was it the result of a long-term issue?

Examples where people get caught out:

“Storm damage” that’s actually a long-term roof leak
Water damage that stems from failed grout/sealant over time
Mould growth caused by poor ventilation and ongoing condensation

A simple approach:

Do basic maintenance (gutters, roof checks, wet area seals, ventilation)
Keep occasional photos of “before” condition (helpful evidence)
Fix small issues before they become big ones

Common Problems During Home Repair Insurance Repairs (and What to Do)

“My Scope of Works doesn’t include obvious damage”

What to do:

Photograph the missing items clearly
Compare photos to the scope line-by-line
Ask for clarification and a scope update before works begin

“New damage was found after demolition”

This is common with water damage. Hidden issues can show up behind walls or under floors.

What to do:

Request it be documented and assessed as a variation
Ask how it impacts timeline and sequencing

“Repairs are dragging on”

What to do:

Ask for a clear schedule: trades, dates, and dependencies
Confirm materials lead times early
Keep communications in writing where possible

“I’m worried about workmanship/finish quality”

What to do:

Take photos, write down concerns, and raise them promptly
Use a practical handover checklist (tiles, paint, doors, wet areas)
Ask what warranty applies and what’s covered

When to Bring in an Insurance Repair Specialist

Kepal team checking the scope and measurements for an insurance repair job. — KEPAL team checking the scope and measurements for an insurance repair job

Some claims are straightforward. Others aren’t, especially when you have:

Multiple rooms affected
Water ingress that may have caused hidden moisture
Mould risk or recurring damp
Complex sequencing across trades (roof → ceiling → electrical → paint)
A scope that needs careful review to avoid missing items

An insurance repair specialist is worth considering when the job involves hidden moisture, multiple trades, or a scope that could easily miss items.

They coordinate the workflow, keep everything aligned to the approved scope, and help ensure the home is restored properly and your claim is approved.

How KEPAL Supports Home Repair Insurance Jobs

If you’re at the assessment or Scope of Works stage (or repairs are about to start), KEPAL can help with insurance repair jobs by managing repairs and coordination in a way that keeps things clear and practical: