Not sure if your Melbourne home insurance covers professional cleaning? Here’s how to figure out what’s covered, how to claim it, and how to get the most from your policy.
Determining Coverage for Cleaning Services
Whether cleaning is covered depends on the circumstances:
- Insured events: Cleaning after fire, flood, storm damage, burst pipes, or vandalism is typically covered. The damage must be sudden and accidental — not gradual deterioration
- Policy wording: Look for “reasonable costs of cleaning” or “restoration” under your insured events. Some policies list it explicitly; others include it under general repair and restoration
- Exclusions: Maintenance-related cleaning is excluded. If mould grew because you didn’t clean your bathroom for six months, that’s not covered. If mould appeared after a covered flood event, it is
- Sum insured limits: Cleaning costs come from your overall sum insured, not a separate pool. Large restoration costs reduce what’s available for other repairs
If your policy wording is unclear, call your insurer and ask specifically: “If my home suffers [type of damage], is professional cleaning and restoration covered?” Get the answer in writing.
Types of Cleaning Services Covered
Insurance typically covers cleaning that’s necessary because of an insured event:
- Water extraction and drying: After flooding or burst pipes — pumping, dehumidification, and structural drying
- Smoke and soot removal: After fire — cleaning walls, ceilings, contents, and HVAC systems
- Mould remediation: When mould results from a covered water event — not pre-existing mould from poor maintenance
- Biohazard cleaning: After sewage backups or other contamination from covered events
- Content cleaning: Professional cleaning of furniture, clothing, and personal items damaged by a covered event
- Temporary cleaning: If you need make-safe cleaning before full restoration — this is usually covered as an emergency measure
General house cleaning, spring cleaning, or regular maintenance is never covered. The cleaning must be a direct result of insured damage.
Documentation and Proof of Loss
Your insurer needs evidence that cleaning was necessary and the costs were reasonable:
- Photographs: Before and after the damage, and before and after the cleaning. Capture every affected area
- Written damage assessment: From the restoration company, detailing what was damaged, how, and what cleaning was required
- Itemised invoices: Breaking down costs by task, area, and equipment. Lump-sum invoices invite scrutiny
- Moisture readings or test results: For water and mould claims, verification data showing the problem and the resolution
- Timeline: Showing you acted promptly — delays that worsened damage can reduce your payout
The more detailed your documentation, the fewer questions your insurer will ask and the faster the claim settles.
Filing a Claim for Cleaning Services
- Report the damage immediately: Call your insurer’s claims line as soon as it’s safe to do so
- Get a claim number: Reference it in all future communication
- Confirm cleaning is covered: Ask specifically whether professional cleaning for your type of damage is included
- Get quotes: Your insurer may want to see a quote before approving work, or they may send their own assessor first
- Get pre-approval if required: Some policies require written approval before restoration work begins — especially for amounts above a certain threshold
- Keep records: Every receipt, every email, every phone call note. Store them in one place
- Submit everything promptly: Delays on your end slow the process
Working with Insurance Adjusters
The adjuster (or assessor) determines what your insurer pays. Make their job easy and your case strong:
- Be present for the inspection: Walk them through the damage and point out everything. Don’t assume they’ll find it all on their own
- Provide your documentation: Photos, inventory, restoration company reports. The more evidence you give them, the harder it is to undervalue the claim
- Ask questions: What’s covered? What’s excluded? When will the assessment be complete? Get timeframes in writing
- Challenge undervaluation: If the assessment seems low, request a breakdown and dispute specific items with your own evidence. You can also get an independent assessment
- Know your rights: If you disagree with the outcome, escalate through the insurer’s complaints process, then to AFCA (Australian Financial Complaints Authority) if needed
Maximising Your Home Insurance Benefits
- Act fast: Quick response limits damage and shows your insurer you took reasonable steps to mitigate
- Use professionals: Professional restoration companies document properly, prevent secondary damage, and often identify damage you’d miss
- Don’t accept the first offer if it’s low: Insurers negotiate. If your documentation supports a higher amount, push back
- Claim everything you’re entitled to: Emergency accommodation, temporary repairs, content cleaning, not just the main restoration
- Review your policy before you need it: Understanding your coverage in advance means no surprises during a claim
- Keep your property maintained: Good maintenance prevents damage and eliminates the risk of claims being denied for neglect
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