Insurance claims are often where trustees and managing agents feel the most pressure. Owners want answers, contractors want approval, insurers need documents and the body corporate needs to know whether the loss is covered.
This checklist helps trustees prepare cleaner claim submissions and reduce avoidable delays.
First steps after damage occurs
- Make sure the situation is safe.
- Take reasonable steps to prevent further damage.
- Record the date and time of the incident.
- Take clear photos before repairs where possible.
- Notify the managing agent or trustees promptly.
- Check whether urgent repairs are needed to prevent further loss.
Documents usually needed
- Claim form or written claim notification.
- Policy number and scheme details.
- Description of what happened.
- Photos of the damage.
- Repair quotes, invoices or assessments.
- Plumber, contractor or electrician report where relevant.
- Police case number for theft, malicious damage or certain loss types.
- Trustee approval or managing agent communication records.
Geyser and water damage claims
Water-related claims are common in sectional title schemes and often create disputes around maintenance, owner responsibility, excesses and resultant damage.
Trustees should record where the leak started, what was damaged, whether it affected common property or another unit, and what emergency steps were taken.
Communication checklist
- Tell affected owners what documents are needed.
- Explain that cover depends on policy wording and insurer assessment.
- Do not promise that a claim will be paid before confirmation.
- Keep a record of all contractor and owner communication.
- Confirm who is responsible for the excess once the policy position is clear.
After the claim
Claims history can affect renewal terms. Trustees should review recurring issues before renewal, especially repeated water damage, storm damage or preventable maintenance-related losses.
Final thought
A claim is easier to manage when trustees have photos, reports, dates, invoices and clear communication records. Good claim administration protects the scheme and helps owners understand the process.