How to Make an Insurance Claim for a Storm-Damaged AC Unit in Australia

What You Need to Know

Storm season can arrive quickly, and for us Australians, this means facing unexpected damage to our homes - including broken air conditioning units! If you find yourself thinking, “I need to claim for an AC unit on insurance”, it’s important to understand the process. This guide explains how to navigate an AC unit insurance claim, and what to watch out for:

Step 1: Check for Damage

The first step after a storm is to check for damage. If you suspect your AC system has been damaged, switch it off at the mains and call your technician to assess the situation.

Your technician should document any evidence of damage to support your insurance claim. If you want to document this for your own reference, be sure to include:

• Wide shots of the entire AC unit in its setting

• Close ups of any visible damage

• Related storm damage - e.g. debris, fallen trees, damaged ductwork or walls

  
  

TIP 💡:  Don’t attempt to repair the unit yourself. Repairs should only be performed by a qualified technician to ensure safety, compliance with all regulations, and to avoid further damage that could jeopardise your insurance claim.

Step 2: Review Your Insurance Policy

Before calling your insurer, take a moment to check what your policy covers. Storm and flood definitions vary greatly between policies, so understanding your coverage and exclusions (e.g. hail, water, impact damage) helps avoid nasty surprises later. 

Exclusions to Watch: Look for any clauses that exclude certain types of damage (like mechanical or electrical failure), or requirements such as providing recent maintenance records. 

TIPS 💡: Always review your Product Disclosure Statement (PDS) carefully. Make sure your AC units are correctly listed in your policy and note whether indoor and/or outdoor components are covered.

Step 3: Contact Your Insurer Promptly

Contact your insurer as soon as possible. Lodging claims after a storm or weather event, when there may be widespread damage, can take a long time to process. They will guide you through the process, but it helps to have the following ready:

• Policy Details: Your CRN (customer reference number) and policy number.

• Description of the incident: When it happened and what caused the damage.

• Photos or videos: Of the damaged AC and surroundings.

• Unit Specs: Make, model, age, and serial number of the damaged AC. A photo of the AC Unit Plate is easiest.

• Documentation: Proof of purchase, installation details, and any maintenance records.

Your insurer may send an assessor to inspect the damage and confirm the cause. The more accurate your documentation, the smoother the process can be.

Step 4: Repair or Replacement

After assessment, your insurer will decide whether your AC unit can be repaired or needs to be replaced.

The “Like-for-Like” Rule

If your AC model is discontinued or parts are unavailable, your insurer may replace it with a similar system. You’re generally entitled to a “like-for-like” replacement, this means the replacement unit should closely match your old one in capacity, energy efficiency, performance and features.

Some insurers may offer you a cash settlement, but replacing and installing a unit yourself can involve hidden costs and complications. Have the insurer handle the “like-for-like” replacement with the installer directly.

TIP 💡:  If you are unsure about the replacement model that has been presented to you, contact National AC Parts to clarify. Don’t trust offers blindly otherwise you could end up with a lesser quality AC system.

Step 5: Common Claim Challenges and What to Watch For

Hiccups can happen and being informed is key! Here is what to look out for and how to handle challenges if they arise:

Challenge/Issue	What to Watch Out For	Key Action
Parts Quality	Anyone offering non-genuine, generic low-cost parts - these could damage your unit or void an existing warranty.	Insist that only genuine manufacturer parts are used for all repairs.
Unit Availability	Older or discontinued models may be hard to source. Insurers might propose a similar, but not identical, unit.	Insist on a like-for-like replacement that matches your original unit's specifications, performance and features.
Energy Efficiency	If your damaged AC unit was an energy-efficient model, make sure the replacement is equally efficient to avoid higher energy bills.	Check the efficiency rating of the proposed replacement unit to ensure it is equivalent or better.
Installation	Using a non-licensed or unqualified installer may void your warranty.	Confirm your installer is fully licensed and approved by your insurer (and ideally by the manufacturer too).
Brand Substitution	Not all units are the same. A cheaper brand or model may meet general cooling needs, but won't match the original unit's performance or features.	Don’t settle for a downgrade in quality or capacity from your original AC system.

Step 6: Stay in Touch and Keep Records

Keep regular contact with your insurer to track progress and avoid delays.Respond promptly to requests for extra information or documents, and don’t hesitate to ask questions if anything seems unclear.

💡 Tip:  Keep a record of all correspondence - names, dates, call notes, receipts, quotes, and emails etc. If any disputes arise, this log will be your best back-up.

Key Takeaways for AC Insurance Claims Following Storm Damage

Handling storm damage and AC insurance claims can be a real headache. By keeping clear records, understanding your cover, and knowing what a like-for-like replacement entails, you’ll have your home cool and comfortable again in no time.

At National AC Parts, we know how frustrating storm-damaged air conditioners can be. Our team can help you find genuine replacement parts and make sure your new system meets your original unit’s performance and standards.

Call us on 1300 904 554 or email info@nationalacparts.com.au for friendly support through your claim.