Frequently Asked Questions

Our Building Assessor will conduct an onsite visit to assess the damage and submit a Report and Scope of Works to your Insurance Company. This report will detail the cause of the damage, allowing the insurer to determine whether your claim is covered. If approved, the Scope of Works will outline the necessary repairs.

In some cases, your claim may not be covered. Should this happen, your Insurance Company will contact you directly to discuss the reasons.

To respond efficiently as possible, email communication helps speed up the process of your assessment and repairs.

Once your claim is approved, there are a few steps to complete before we can begin repairs. These may include:

• Policy Excess: Your insurance policy may require you to pay a Policy Excess, which must be settled before repairs can begin. This can be done easily via our website.
• Scope of Works: This document outlines the repairs to be carried out. Some insurance companies may require a signed copy before we proceed.
• Contribution to Repairs: In some instances, there may be repairs outside the scope of your insurance that you need to complete beforehand (e.g., fixing a leaking pipe). If this applies, it will be clearly indicated on your Scope of Works.

If the value of your repairs exceeds specific thresholds (varying by state), a Domestic Building Contract will be required. Our Contracts & Permit Team will send you the necessary documents, which must be signed before repairs can begin.

Our first priority is ensuring your home is safe and secure by preventing further damage. Permanent repairs will follow once your claim has been fully assessed and approved.

Your Insurance Company requires a formal assessment of the damage. The Building Assessor will inspect, photograph, and measure the affected areas and submit a report for your Insurer’s review.

Yes, your presence is important to explain how the damage occurred and to show the assessor all the areas impacted.

The Building Assessor will send a detailed report and Scope of Works to your Insurer. If the claim is approved, UBS will handle the repairs based on this report.

This depends on the cause of the damage and whether it’s covered under your insurance policy. Approval may be immediate in some cases, while in others, further review by your Insurer is required.

Insurance policies require payment of an excess before repairs can begin. UBS collects this on behalf of your Insurer.

Yes, we can collect the excess for your Insurer. If you prefer, you can also make this payment directly to your Insurance Company.

Once UBS receives authorisation to proceed, we will contact you in 24-48 hours to outline the next steps, including timelines for repairs and trade visits.

Yes, we can provide a secure key safe for trades to access your property.

Absolutely. We work exclusively with licensed and experienced trades, who are required to keep their licenses and insurances up to date.

Yes, we would be happy to provide you with a quote for private repairs or maintenance work.

No, UBS has a rigorous vetting process for trades, and only those registered with us can carry out work on your property.

We will do our best to match the materials. If matching isn’t possible, we’ll discuss alternatives with you, and work with your insurer to find a solution.

The fumes from polyurethane used in floor polishing can be harmful. We ask that you vacate the property during this process to avoid exposure.

We hope these answers provide guidance and reassurance as you go through the process of restoring your home. If you have any further questions, don’t hesitate to contact us. We’re here to help every step of the way.