Questions To Ask Your Insurer

Before You Contact Your Insurer

Before contacting an insurer or broker, gather the documents and information that relate to the property and the policy. This helps make the conversation more specific.

The aim is not to interpret the policy yourself. The aim is to ask clear questions and confirm how the insurer or broker explains the cover, exclusions and requirements that apply.

Information To Have Ready

• Policy number and renewal documents
• Product Disclosure Statement or policy wording
• Certificate of insurance or policy schedule
• Property address and property type
• Known flood history or previous flood events
• Photos of flood entry points or affected areas
• Flood barrier, drainage, pump or backflow prevention records
• Maintenance and inspection records, where available

Keep the discussion focused on the specific property, specific policy and specific questions you need answered.

For a practical structure for organising these records, see the Flood Risk Documentation Checklist.

Questions About Flood Cover

The first step is to confirm whether the policy includes flood cover and how the policy defines flood. Do not assume that stormwater, rainwater runoff, riverine flooding, flash flooding or backflow are all treated the same way.

Ask the insurer or broker to point to the relevant parts of the policy wording so the answer can be checked later.

Flood Cover Questions

• Does this policy include flood cover?
• How does this policy define flood?
• Where is the flood definition shown in the policy documents?
• Is flood cover included automatically or optional?
• Is flood cover limited to certain events or conditions?
• How are stormwater runoff and rainwater inundation treated?
• How are creek, river, canal, dam or watercourse flooding treated?
• Is backflow from stormwater or sewer systems treated separately?
• Are below ground areas, basements or car parks treated differently?

Ask For The Answer In Writing

Where possible, ask the insurer or broker to confirm important answers in writing, or keep your own written notes showing the date, person spoken to and documents discussed.

For a broader insurance preparation guide, see Flood Mitigation And Insurance Resilience.

Questions About Exclusions And Excesses

A policy may include cover for some events while excluding or limiting others. Exclusions, excesses, sub-limits and special conditions should be reviewed carefully with the insurer or broker.

This is especially important for properties with known flood exposure, below ground areas, previous claims or recently completed flood mitigation works.

Exclusion And Excess Questions

• Are there any flood-related exclusions?
• Are there any exclusions for basements, underground car parks or below ground areas?
• Are there separate exclusions for storm surge, actions of the sea or coastal inundation?
• Are there any exclusions linked to backflow, drainage failure or pump failure?
• Is there a separate flood excess?
• Are there any sub-limits for flood-related damage?
• Are there waiting periods, conditions or special requirements?
• Are contents, vehicles, storage areas or common property treated differently?
• Are temporary repairs, clean-up or drying costs covered?

Ask Where The Limits Are Written

If an exclusion, excess or condition applies, ask where it appears in the policy documents and whether it applies to the whole property or only selected areas.

Questions About Flood Barriers And Mitigation

Property owners often want to know whether flood barriers, drainage improvements, pump upgrades or backflow prevention measures are relevant to insurance discussions.

Mitigation works do not guarantee any insurance outcome, but it may still be useful to ask whether the insurer or broker will review property-specific information.

Mitigation Questions

• Does the insurer review flood mitigation works at the property?
• What documentation should be provided?
• Are flood barrier installation records useful?
• Are product specifications or manuals useful?
• Are inspection and maintenance reports useful?
• Are drainage, pump or backflow prevention records useful?
• Should photos, site plans or marked-up drawings be provided?
• Should the insurer be notified when mitigation works are completed?
• Will mitigation records be kept on the policy file?

Keep The Question Narrow

Instead of asking whether a flood barrier will reduce a premium, ask whether the insurer will review the barrier records and what information they require. That is a clearer and more answerable question.

For practical mitigation categories, see the Flood Mitigation Guide. For barrier selection questions, see Flood Barrier Options For Property Owners.

Questions For Strata And Commercial Properties

Strata and commercial properties may need more detailed conversations because flood risk can involve common property, tenancies, basements, loading areas, plant rooms, business interruption, shared services and multiple stakeholders.

Questions should be directed to the insurer, broker, strata manager or relevant adviser depending on the policy type and property structure.

Strata Property Questions

• Does the policy cover common property affected by flood?
• How are private lots, storage cages and common areas treated?
• Are basement car parks or lift pits subject to any special conditions?
• What flood mitigation records should the owners corporation keep?
• Should the strata manager provide updated maintenance records before renewal?
• How should claims information be recorded and shared with owners?

Commercial Property Questions

• Does the policy cover flood damage to stock, equipment or fit-out?
• Are loading docks, warehouses, plant rooms or basements treated differently?
• Are there flood-related conditions for business interruption cover?
• What flood mitigation records should be kept for renewal discussions?
• Should tenants or site operators keep separate flood preparation records?
• Who should update the insurer if flood risk controls change?

The right questions depend on the policy, property structure and use of the site. Written answers can help reduce confusion later.

For audience-specific planning, see the Strata Flood Planning Guide and Commercial Flood Barrier Guide.

Recording The Answers

Asking questions is only useful if the answers are recorded clearly. This is especially important when ownership, strata committees, building managers, tenants, brokers or insurers change over time.

What To Record After A Discussion

• Date of the discussion
• Name and role of the person spoken to
• Policy number or renewal reference
• Questions asked
• Answers provided
• Documents supplied or requested
• Any follow-up actions required
• Where written confirmation or correspondence is stored

Keep Answers With The Flood Risk File

Store insurance-related questions and answers with the property’s flood risk documentation file. This helps future owners, managers or committee members understand what was asked and what information was provided.

For a shorter multi-topic review format, see Flood Resilience Checklists.

Insurer Question Checklist

Use this checklist as a starting point when preparing questions for an insurer or broker.

Summary

Asking the right questions can help property owners, strata managers and commercial site operators better understand flood-related policy wording, exclusions, excesses and documentation requirements.

Useful questions should focus on the specific policy, property and flood risk information being reviewed.

Keep a written record of answers, documents provided and follow-up actions so the information can be reviewed at renewal, after mitigation works or after a flood event.