Home Insurance information - frequently asked questions

ING's Home Insurance frequently asked questions section provides useful information about ING's buildings and contents insurance policies, including information about cost, claims, quotes, renewals and premiums.

How to get a quote and buy Home Insurance

"How do I get a quote for Home Insurance?"

It's quick and easy to get a Home Insurance quote online. Alternatively, call our Customer Service team for a quote on 132 062, weekdays from 8am to 8pm (Sydney time) and a consultant will be happy to help!

"What will I need to get a Home Insurance quote?"

You will need to have the following details handy for:

  • Buildings cover - Building details including construction type, year built, number of levels and bedrooms.
  • Contents cover - Estimated costs to replace your contents new for old 
  • Valuables cover - Estimated costs to replace any special valuable items you wish to insure.

Any questions? Call 132 062, weekdays from 8am to 8pm (Sydney time) and a consultant will be happy to help!

"How do I buy Home Insurance?"

You can buy Home Insurance online or over the phone. Click to get a Home Insurance quote online and buy or call 132 062, weekdays from 8am to 8pm, (Sydney time).

"How long does it take to get insured?"

You will be covered as soon as you buy Home Insurance, if you choose to be covered immediately. The date your insurance cover starts will be confirmed on the Policy Schedule we will send you.

"What if I change my mind? Do you offer a money back guarantee?"

You have 21 days from the commencement date displayed on your Policy Schedule to be sure you have the right home insurance cover. If it is not the cover you require, you can cancel the insurance policy. You will receive a full refund of the premium paid, providing you have not made a claim.

How to renew your Home Insurance policy

"How can I renew Home Insurance policy?"

To renew you home and contents insurance policy, we will send you a Renewal Schedule approximately four weeks before your policy is due for renewal. To renew your policy, you'll simply need to follow the payment instructions.

If you pay your home insurance by monthly or annual direct debit, your policy will be automatically renewed. Your deductions will be continued unless you call 132 062, weekdays from 8am to 8pm, (Sydney time).

Paying your Home Insurance premium

"Can I pay my premium by instalments?"

You can choose to pay your premium by instalments directly from a financial institution account or from your credit card.

"How can I pay my Home Insurance premium?"

You may pay your Home Insurance premium by any of the following methods:

  • Credit card - Visa and Mastercard 
  • Direct Debit - Financial institution account deduction

Making a Home Insurance claim

"What if I have to make a claim?"

To make a claim, call our Customer Service team on 132 062 (24 hours a day, 7 days a week) when something happens that you believe you can claim for.

Home Insurance cover options

"What are the Home Insurance cover options?"

With Home Insurance, you have the option to insure your buildings and/or your contents.

Please note that if you only insure your building, your contents will not be protected if they are destroyed, lost or damaged. Similarly, if you only insure your contents, your building will not be covered if it is destroyed or damaged.

"What does home buildings insurance cover?"

Home buildings insurance covers the following:

  • 14 insured events, including storm, fire, water of liquid damage
  • Full building replacement
  • Accidental glass breakage
  • Electrical motor burnout (fusion)
  • Alternate temporary accommodation
  • Replacement of locks and keys
  • $20 million liability insurance
  • Additional cover for removal of debris, and rebuilding fees
  • Pay by the month instalment option at no extra charge
  • 24 hours a day / 7 days a week insurance claims assistance

"What does home contents insurance cover?"

Home contents insurance covers the following:

  • 14 insured events including burglary, fire, vandalism, storm and earthquake
  • New for old cover for contents
  • Accidental glass breakage
  • Electrical motor burnout (fusion)
  • Alternate temporary accommodation
  • Replacement of locks and keys
  • $20 million liability insurance
  • Option to increase limits for valuable items in the home
  • Option to add cover for valuables and personal effects away from the home
  • Pay-by-the-month instalment option at no extra charge
  • 24 hours a day / 7 days a week insurance claims assistance

"What type of items can I extend cover for by specifying them on my policy?"

Valuable items are covered up to $3000 per item, pair, set, collection or system. You can increase the amount we will pay for valuable items by listing them on your Schedule as specified valuables.

Valuable items are defined in the table below:

Definitions of valuable items

Valuable items include Valuable items do not include
Jewellery and watches
Items containing gold or silver Items thinly covered with gold or silver
Collections of stamps,money,medals or other collections
Sporting equipment Sporting equipment while it is being used
Batter powered items, as listed below:
  • audio-visual equipment
  • camera equipment, including accessories and unprocessed film
  • electronic diaries or PDAs
  • GPS (Global Positioning System device)
  • CD or DVD players and media players, e.g. MP3 players
  • mobile, satellite or portable phones
  • portable computers
 Camera equipment, including accessories and unprocessed film, that is being used underwater, or to earn your income.

"Are my personal effects and valuables covered when they are away from the home or with me on a holiday?"

If you select the contents cover away from home option, your personal effects and specified valuables are covered for accidental damage or loss when they are away from the home, worldwide, for up to 90 consecutive days. 

Personal effects are:

  • Clothing and apparel
  • Binoculars and telescopes
  • Spectacles and sunglasses
  • Handbags, briefcases, purses, wallets, suitcases and other travel bags
  • Wheelchairs, walking sticks, crutches
  • Prams, strollers, baby capsules and other baby carriers
  • Musical instruments
  • Unspecified valuables

Specified valuables are those valuables with an item value greater than $3,000 (inclusive of GST) which you have listed on your Schedule.

Personal effects are covered up to the limit shown on your Schedule, Specified valuables are covered up to the sum insured nominated by you on your Schedule.

We encourage you to read the  Home Insurance Product Disclosure Statement (PDS) for more details.

"How are lost or damaged contents items replaced?"

When damage or loss occurs to any contents item, we will, at our discretion, do one of the following:

  • replace the item with the nearest equivalent new item
  • repair the item to the condition it was in when new
  • pay you the cost of replacement or repair

"Are my contents covered for business use?"

Goods used to earn an income at your home are covered up to $5,000.

In addition, we also provide cover separately for office and surgery equipment that you use to earn an income, up to $10,000 in total.

We encourage you to read in the Home Insurance Product Disclosure Statement for more details.

"How much do I need to insure my home for?"

You no longer have to estimate your building sum insured. 

Since we offer full buildings replacement, we automatically calculate the sum insured of your buildings using a building sum insured calculator. This means that you will never be underinsured. In the event of a total loss your buildings will be fully replaced even if the rebuilding cost exceeds the calculated sum insured at application.

"How much should I insure my contents for?"

You should work out how much it would cost for you to replace your contents new for old.

As a guide we will provide you with an estimate of the replacement value of your contents. Before accepting this estimate as your contents sum insured you should check that it is adequate to replace all of your contents new for old.

When your circumstances change

"What if my contact details or insurance needs change?"

If the details on your policy schedule need to change, or your contact details or insurance needs change, please call us immediately on 132 062, weekdays from 8am to 8pm, (Sydney time).

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