Storm damaged roof in Sydney: what to do in the first 48 hours

Sydney's storm season brings hail, damaging winds and heavy rain, often with little warning. When a storm damages your roof, the first two days set up everything that follows: how much water gets in, how smoothly your insurance claim runs and whether you end up dealing with the wrong contractor.

Here is what to do, in order.

1. Make sure everyone is safe

Get people away from damaged areas, sagging ceilings and water near electrical fittings. If power points or lights are wet, keep clear and turn the power off at the switchboard if it is safe to do so.

Do not go on the roof. Wet, damaged roofs are dangerous, and falls from roofs are a leading cause of serious injury in NSW.

For emergency help with storm damage, call the NSW SES on 132 500. For life-threatening emergencies, call 000.

2. Photograph everything before you clean up

The Insurance Council of Australia advises photographing damage before cleaning up. Capture:

• the outside of the house, including the roof from the ground, gutters and anything that has fallen
• ceilings, walls and floors where water has come in
• damaged belongings, with brand and model details where you can

Don't throw away damaged items until your insurer says you can.

3. Contact your insurer

Let your insurer know about the damage as soon as you reasonably can. Notice requirements vary by policy, so check your wording or ask them. Ask about:

• whether they will arrange a make safe
• what they need from you, such as photos, quotes or reports
• whether your policy covers temporary accommodation if the home isn't safe to live in

The Insurance Council of Australia advises speaking to your insurer before authorising any building work, including emergency repairs.

4. Get the roof made safe

A make safe is temporary work to stop further damage, such as fitting a tarpaulin or sealing a cracked sheet or skylight. It isn't the permanent repair. It may be arranged by your insurer, emergency services or a contractor.

If you engage a roofer yourself, keep the invoice and ask for photos and a short written description of what was done. Make-safe work should stay temporary until the insurer has assessed the damage.

5. Watch out for disaster chasers

After major storms, some operators door-knock damaged streets, offer free inspections or promise the insurer will pay. The Insurance Council of Australia warns about these disaster chasers.

Before you let anyone on your roof or sign anything:

• ask for identification and their contractor licence number
• check the licence on the Service NSW licence register
• call your insurer to confirm whether that person has been appointed
• don't pay a large deposit upfront. In NSW, deposits on residential building work are generally capped at 10% of the contract price

NSW Government guidance says there are no licensing exemptions for emergency work. A licence is required for residential work valued over $5,000.

6. Understand what happens next

Your insurer may send an assessor to inspect the damage. The General Insurance Code of Practice sets timeframes for insurers that subscribe to it. Generally, insurers should decide within 10 business days of having all the information they need, and within four months of receiving the claim, or longer in exceptional circumstances.

If you are offered a cash settlement instead of repairs, ASIC requires insurers to give you a Cash Settlement Fact Sheet. Before accepting, it can help to get a written quote from a licensed roofer so you understand the likely cost of the work.

What about wear and tear?

Insurers commonly exclude damage caused by wear, gradual deterioration or poor maintenance. If the insurer believes maintenance contributed to the damage, the Insurance Council of Australia says it may reduce or deny the claim. You can ask for the reasons in writing, and use the insurer's complaints process if you disagree. Financial Rights Legal Centre publishes free guidance on insurance disputes.

The best protection is evidence from before the storm: dated photos of the roof, gutter cleaning invoices and inspection reports.

Quick checklist

• Everyone safe and away from damaged areas
• Power off if water is near electrics and it is safe to do
• Photos and video taken before clean-up
• Insurer notified
• Make safe arranged, with invoice and photos kept
• Contractor licence checked before signing anything

How Hiroof can help

Hiroof carries out storm damage roof repairs and restoration for homes and commercial properties across Sydney and surrounds. Where access is safe, we can provide temporary protection, record the physical damage with photos and quote the repairs. We don't represent you with your insurer, negotiate claims or confirm cover.

To request a roof inspection or repair quote, email info@hiroof.com.au. Hiroof Services Pty Ltd, NSW roof plumbing licence 21350703.