This article about water damage insurance claims has been supplied by Tyrone Shandiman, Strata Insurance Solutions.
Table of Contents:
- QUESTION: A hot water valve burst and flooded my unit and destroyed my floating floorboards. The strata building insurance does not cover floorboards and I have no contents insurance. What options do I have?
- QUESTION: I’m trying to claim for water ingress due to storm damage earlier this year in Sydney. Is there a clause that covers this particular claim and therefore I can request a refund for the expense?
- QUESTION: My floorboards were saturated due to water damage and they all need to be replaced. Strata have said I must pay the excess on the strata insurance policy ($5,000). Is this usual practice?
- QUESTION: I had a copper pipe burst in my bathroom floor. What is the building insurance claim process and what is the role of OC vs OCC in VIC?
- QUESTION: Improper waterproofing resulted in a water leak in our new apartment building. The building is under warranty and the leak is being repaired by the builder. Who pays for damage to our roman blinds?
- QUESTION: After a water damage insurance claim, do I have a claim on the owners corporation for the excess on my home contents policy given the fact that I sustained the loss (property damage) through common property failure?
- ARTICLE: Preventing Water Damage Claims / Avoiding Water Damage Excesses
Question: A hot water valve burst and flooded my unit and destroyed my floating floorboards. The strata building insurance does not cover floorboards and I have no contents insurance. What options do I have?
I live in high rise apartment built in 2016 in Sydney.
Back in January 2020 the hot water value, which is located outside the unit in the common area, burst and water flooded 2 units, including mine.
The strata manager arrange for a contractor to remove my damaged/water soaked floorboard and dry the floor. Following, the Strata manager lodged a claim with the Strata Building Insurance to replace the floorboard in both affected units.
The claim was rejected by the Insurance company who stating the insurance does not cover floating floorboard as per the condition of the policy.
The strata manager left the issue with me to follow up with the strata building insurance company to reassess my claim, but I have been unsuccessful in getting a favourable outcome. I don’t have Content insurance, so now I have to replace the floorboard at my cost.
Can I claim my floorboard replacement cost from the owners corporation since they took out an incorrect Building insurance policy which did not covered floating floorboard ? There are ~100 Units and all have floating floorboard.
What options do I have?
Answer: We recommend clients have contents insurance to cover them for property not insured by strata.
I’m afraid there a limited options in this instance.
The Strata Management Act states that temporary wall, floor and ceiling coverings are not the responsibility of the owners corporation to insure.
It would therefore be difficult to claim against the strata manager on the grounds the insurance was not adequate.
We recommend clients have contents insurance to cover them for property not insured by strata.
This post appears in Strata News #432.
Question: I’m trying to claim for water ingress due to storm damage earlier this year in Sydney. Is there a clause that covers this particular claim and therefore I can request a refund for the expense?
I’m trying to claim for water ingress due to storm damage earlier this year in Sydney. The water penetrated the sliding door seals of the balcony door and flooded the carpet.
The Owners Corporation will not pay for the extraction of water from the carpet.
If we had waited for the Building Manager to attend to this the carpet would have rotted. As it was, our tenant advised that the wet carpet had started to smell.
I have had previous claims on other properties due to storm water damage paid however on this property they won’t. Has the legislation changed? Is there a clause that covers this particular claim and therefore I can request a refund for the expense?
Answer: Carpet and other temporary flooring is not required to be covered by strata insurance in accordance with section 161(4) of the Strata Management Act.
Carpet and other temporary flooring is not required to be covered by strata insurance in accordance with section 161(4) of the Strata Management Act.
Generally, owners are required to insure carpet under their landlords or owners contents insurance policy. If you have contents insurance you should contact that insurer.
The property that you are seeking to make a claim for will need to fit within the definition of insured property under the policy.
It should also be noted that the lot owner is responsible for maintenance of the inside of their lot – in this instance the damaged carpet would generally be considered the owners responsibility to maintain and not the building manager.
This post appears in the November 2020 edition of The NSW Strata Magazine.
Question: My floorboards were saturated due to water damage and they all need to be replaced. Strata have said I must pay the excess on the strata insurance policy ($5,000). Is this usual practice?
My Strata insurance company has accepted a claim for water damage caused by pipes in the common wall above my ground floor unit. My floorboards (not original) were saturated and buckled and all need to be replaced.
Strata have said I must pay the excess on the strata insurance policy ($5,000). Is this usual practice I wonder? I had no way to prevent the water ingress or inspect the pipes and there were no leaks in my unit.
Answer: for claims affecting one lot only it is usually paid for by the lot owner unless the owners corporation decides it is fair in the circumstances for the owners corporation to bear the cost.
New South Wales legislation is silent on who is responsible for paying an excess. In other states like Queensland the legislation provides better clarity for owners.
Our advice to clients on the question of who is responsible for the excess is that it is generally a matter between the owners corporation and lot owner to determine who is responsible – for claims affecting one lot only it is usually paid for by the lot owner unless the owners corporation decides it is fair in the circumstances for the owners corporation to bear the cost.
If the pipe that has burst solely services the lot and is within the boundary of the lot it may be more to put a case forward to the owners corporation to cover the excess than if the pipe serviced a number of lots and was not within the boundary of the lot.
Question: I had a copper pipe burst in my bathroom floor. What is the building insurance claim process and what is the role of OC vs OCC?
I’m a lot owner in Victoria and 4 weeks back had a common copper pipe burst in my bathroom floor slab servicing my fixtures. It’s a 1960s double brick build. I only purchased the property 4 years ago.
The leak due to the extent of water was hard to trace and the external bricks were first removed to the outside boundary wall, including an isolation valve installed so other lots could receive cold water. The plumber who chased and fixed the leak said it was the original pipe that had been placed during construction of the build. My pedestal basin had to be removed from the wall and they had to jack hammer the wall and floor of my bathroom.
Question: What is the building insurance claim process and what is the role of OC vs OCC? Who gets involved where? I feel like I’m going around in circles with no clear understanding of protocol, nor having an advocate in my corner as a lot owner in getting my bathroom fixed.
I’ve managed to get our OC to lodge a claim this week and the Broker has requested that I needed to get a quote to repair my bathroom yet I’ve not had any damaged assessed including potential water damage, nor do I have any scope of works to request a quote to repair my bathroom.
Instead, time has been spent in understanding who’s financially responsible for the burst pipe. Under the Act it states that if a common pipe services more than one lot, it’s an Owners Corporation responsibility. After an email received from the plumber saying the pipe serviced my fixtures, the OC was quick to send me an email saying it’s my responsibility and to send all invoices directly to my lot to pay which was over $2,000 without the reinstatement to the brick and my bathroom repairs. Surely if this is a building insurance claim, the OC would pay the invoices and have them reimbursed at once the claim had been finalised?
I want the repair work to be certified to building code to protect my asset. In my view they need to gut my bathroom, waterproof and retile. It’s just not a patch job to where the jack hammering needs a handy man to do a patch job. Who can I turn to for advice so I know where I stand? I feel like I’m on a merry-go-round working with a really incompetent OC, including their Broker. This shouldn’t be this difficult.
Answer: Insurers cover the cost to repair water damage but generally exclude repair costs related to fixing and finding the leak.
Water damage claims are our most contested claims with insurers because there is often a component of maintenance and also repair of water damage. Insurers cover the cost to repair water damage but generally exclude repair costs related to fixing and finding the leak, as it generally considered the lot owners or owners corporation responsibility to maintain their property and such repairs relate to general maintenance or wear and tear. The insurer has exclusions such as lack of maintenance, rust, oxidation, wear & tear, corrosion, gradual deterioration, developing flaws, building defects etc.
In this instance (and depending on the conditions in the insurers policy wording), the costs associated with fixing the leaking pipe (including the exploratory costs such as jackhammering of walls and floors), if it is caused by one of the above excluded events, are generally not covered depending on the policy.
Generally, leaks are only covered if the leak is caused from “sudden and accidental damage” such as impact damage, storm damage etc.
As to who is responsible for the costs associated with fixing the pipe it is usually a matter for the owners corporation and the strata manager is the most qualified person to advise on this. Generally, if the pipes are within the boundary of your lot and solely supply your lot it is your responsibility to maintain this property.
Consequential water damage (to insurable property) should be covered as water damage. For the water damage component of the claim, you can request the broker arrange for the insurers builder to be appointed, however, where repairs are expected to be less than $10,000, we recommend lot owners engage a local repairer/plumber to provide a quote for water damage claims as there will likely be a component that is not covered (i.e. the leak) and insurers repairers may not assist with this portion if they are engaged. Additionally, using your own builder can cost up to 30% lower than insurance repairers due to higher project management fees.
Unfortunately I believe the extent of repairs you are seeking may extend beyond what is covered by the policy as in the absolute majority of cases strata insurers cover the water damage component of a claim only.
This post appears in Strata News #382.
Question: Improper waterproofing resulted in a water leak in our new apartment building. The building is under warranty and the leak is being repaired by the builder. Who pays for damage to our roman blinds?
We recently bought a brand new apartment and there was a leakage from the roof due to improper waterproofing work as well as leakage from flashed walls around the terrace roof.
Since the building is only 1 and a half years old and the building construction is within warranty (6 years for the building and 7 year for water proofing of roof), the builder is repairing the leakage.
However, this defects has damaged our Roman Blinds with the stained water coming from the roof. Who is responsible to compensate for damage to the Roman Blinds?
Answer: Liability is a matter for solicitors to determine once they have been provided all relevant information.
Blinds are the lot owners responsibility to insure under contents/landlords insurance. Liability, however is another matter all together and is a matter for solicitors to determine once they have been provided all relevant information.
The options available for you are:
- You can refer this to your landlords/contents insurer who will repair the blinds and if they believe there are prospects of a recovery they will pursue the responsible party on your behalf;
- You can seek legal advice;
- You can submit a letter of demand to the party you believe may be responsible. The letter needs to provide:
- A description of the event (with dates);
- Why you believe that party is liable for the damages;
- What compensation you are seeking and supporting evidence such as repair quotes;
- Payment details (i.e. where to send settlement)
This post appears in Strata News #354.
Question: After a water damage insurance claim, do I have a claim on the owners corporation for the excess on my home contents policy given the fact that I sustained the loss (property damage) through common property failure?
My apartment recently suffered internal damage as a consequence of a failure in a common property pipe. The Owners Corporation insurance policy responded to the claim and the damage to my private property was repaired.
At the initial property inspection by the insurer’s loss assessor, I was advised that the Owners Corporation policy does not cover the floor coverings in my apartment which were damaged as a direct result of the common property asset failure.
I was directed to my homeowner’s policy to make a claim. My home contents policy responded although I had to cover an excess payment of $500 under the policy.
Do I have a claim on the owners corporation for the excess on my home contents policy given the fact that I sustained the loss (property damage) through common property failure?
Answer: When lodging the claim, the owner should explain to their contents insurer why they believe the owners corporation are at fault.
This is a good question that we get asked all the time.
If the owner believes the owners corporation are at fault for the damage to their property, the recommended course of action for the owner is firstly to contact their contents insurer to lodge a claim. When lodging the claim, the owner should explain to their contents insurer why they believe the owners corporation are at fault.
The contents insurer should then lodge a claim and conduct the repairs on behalf of the owner and charge the owner an excess prior to repairs starting.
At the end of the claim, the contents insurer will determine if the owners corporation are liable. If they believe there are grounds to suggest the owners corporation are liable, the contents insurer may then pursue recovery against the owners corporation who can refer the claim to the strata insurer under the liability section of the policy.
If the contents insurer is successful in recovering costs in the absolute majority of cases contents insurers will refund the excess (the owner should check with their insurer that they will refund the excess upon recovery of the claims costs). If the contents insurer does not believe the owners corporation is liable then they will not pursue recovery and the owner will be liable for their contents excess.
Alternatively, the lot owner can seek to recover from the owners corporation directly by sending a letter of demand which outlines the circumstances around the loss, why they believe the owners corporation is liable and the amount they are seeking for reimbursement.
It should be noted that insurers are more experienced in the recovery process and therefore the owner may be better served having their contents insurer determine if the owners corporation are liable and what the recovery process should be.
With regard to the question of who is liable for the damage, this is a legal question that is specific to the circumstances of the claim and best answered by legal professionals.
It should be noted that a leak from a pipe on owners corporation property does not necessarily mean they are automatically liable. Common defences strata insurers (on behalf of the owners corporation) have is in relation to the question of “negligence” can include “the owners corporation had no prior knowledge of the leaks identified prior to being notified by the lot owner and any leak would be from an unforeseen cause with no contribution from the owners corporation.
There is no indication the owners corporation could have done anything differently in order to have better mitigated loss of the lot owner, therefore they were not negligent in their actions and therefore would not be found negligent under common law”. If the owners corporation insurer successfully defends the recovery action, as the contents insurer has not recovered the claim the owner is not refunded the excess.
Accidents happen and negligence will differ from circumstance to circumstance – owning a property is not a risk-free investment and should the lot owner ultimately incur the cost of the excess, it is part of the cost of owning a property.
This post appears in Strata News #259.
Preventing Water Damage Claims / Avoiding Water Damage Excesses
Water Damage claims are by far the largest source of claims for strata insurance making up 45% of all claims lodged to Strata Insurance Solutions.
Insurers are now starting to pay close attention to properties that have water damage claims, particularly properties that have a series of water damage claims. This is because it can indicate pipes, membranes, roofs and other water apparatus are starting to fail due to either coming to the end of their useful life or they were not installed correctly when the property was built.
Insurers are applying premium increases and/or higher water damage excesses to buildings with a history of water damage claims. In some instances, only one claim can mean unfavourable treatment from an insurer when the policy renews.
On the claims front, water damage claims are our most disputed source of claims as insurers have a number of exclusions which can mean they void claims for water damage. These exclusions include damage from wear and tear, faulty workmanship, building defect, gradual deterioration, building or earth movement, rust, corrosion or tree/plant roots.
The best way to avoid a declined claim or high premiums/water damage excesses is to prevent the claims from happening in the first place. We discuss our top five causes of water damage claims and measures that can be taken to avoid water damage claims, high water damage excesses and repercussions that follow.
|Failed waterproofing membranes in shower recesses|
Shower recesses are typically built on a suspended timber frame with a waterproofing membrane applied to prevent water from damaging the sub-floor below. A properly applied membrane has a lifespan starting from 25 years until such a time the shower membrane fails and causes damage to the sub-floor. A poorly applied membrane can start to fail within years of the shower recess being built.
To minimise the chance of damage from a failed waterproofing membrane we recommend speaking to a plumber about the following measures:
Burst pipes can cause major damage to properties particularly if the lot owner is not home to tend to the burst pipe. In a multi-storey building a burst pipe can cause extensive damage to multiple floors. We recommend speaking to a plumber about installing the following:
|Flexible Braided Hoses|
Flexible Braided Hoses are becoming a growing issue for many properties and can mean an inundation of 1,500L of water per hour to a property. Flexi-hoses should last for 10 years but can fail before their warranty due to incorrect installation. We recommend the following:
Leaking roofs in most cases will cause damage to the internal ceilings. In more severe cases ceilings can collapse and water can damage floors, skirting and cabinetry. The most common cause of roof leaks are from broken and slipped tiles, flashings not being installed properly, blocked gutters and iron roof screws/seals coming loose or failing. A maintenance plan should be implemented for the following:
Blocked toilets are also common source of water damage claims. Aside from water damage to property, sewerage also can cause a safety hazard to property occupiers. If you live in a multi-storey property we recommend you provide a memo or remind unit occupiers not to flush wipes, sanitary products or other foreign objects down the toilet.
Water Damage Insurance claims in a hardening Strata Insurance market
We previously provided an outlook that strata insurance premiums were on the rise. Since this advice, we have seen actual increases applied to our client’s policies in accordance with our guidance.
The major reason for the increase has been that in 2015 and 2016 the market saw premiums reduce significantly due to increased competition with the introduction of a number of new underwriting agencies entering the market and insurers fighting to keep market share. Subsequently, insurers started to see loss ratios (premium collected vs claims paid) come through their portfolio that were unsustainable as the premium collected was insufficient.
Since we provided our update, we have now started to see insurers paying specific attention to buildings with a history of water damage claims. Over the past 12 months, water damage claims made up 45% of all claims received by our clients, which suggests this is likely the highest source of claims for strata insurers.
One insurer has started to take what we believe is punitive actions against clients with a high level of water damage claims. Recently we had a client who had been with the insurer for four years and in the past twelve months had two water damage claims of approximately $2,000 each. The insurer applied a $5,000 water damage excess to the policy and loaded the premium by 20%. We believe the application of the excess was unreasonable, not only because the claims in the past 12 months were relatively minor, but also because many lot owners will likely not have a spare $5,000 available if there is a water damage claim.
When we disputed the excess increase the insurer advised us that they are now applying a $5,000 water damage excess to all buildings with a sum insured over $10,000,000 where there have been 2 or more water damage claims in the last two years irrespective of the size of the claims. Following this, we are reviewing the cost/benefit of lodging each water damage claim when they are submitted to us and where we believe it will be detrimental to the next renewal we will advise accordingly.
Why are water damage claims unattractive to insurers?
A series of water damage claims can indicate pipes, membranes, roofs & other water apparatus are starting to fail due to either coming to the end of their use life or they were not installed correctly when the property was built. Our experience is that this can be a key indicator that there are more water damage claims to come.
The insurers’ role is to ensure the terms and conditions including excess and premium collected across their portfolio returns a profit to their shareholders. Insurers “underwrite” a policy when it is incepted and at each renewal and as part of the underwriting process a claims history assessment is undertaken. Subsequently, an insurer will impose higher premiums and excesses, exclude certain covers or decline to offer a policy entirely if they do not believe their standard terms and premiums will achieve a profitable outcome.
Common Water Damage Insurance Claims
The most common cause of water damage claims we see include:
- Failing membranes in shower recesses.
- Leaks in a roof due to cracked or slipping roof tiles.
- Pipes bursting.
- Foreign objects blocking pipes.
What can owners do to minimise claims?
Many water damage insurance claims we have experienced could have been minimised if the owners took the following actions:
- If you have a tiled shower recess, there will likely be a waterproofing membrane that sits underneath the tiles which stops water from damaging the sub-floor. A properly installed membrane should last up to 25 years. After this point owners should consider either applying a spray on membrane over the tiles which can cost approximately $1,000 or renovating the bathroom which includes removing the tiles and reapplying the waterproofing membrane. This advice also applies to buildings less than 25 years old that are having water damage insurance claims from failing membranes, as it may suggest that the membranes were not installed correctly for the building.
- If you have a tiled roof, you should have a roofing contractor inspect your roof and replace any cracked tiles or re-align slipped tiles on a regular basis.
- If your property has a history of burst pipes, consider engaging a plumber to provide advice on how to minimise such issues.
- If you live in a multi-storey property, provide a memo or remind owners and tenants not to flush wipes, sanitary products or other foreign objects down the toilet.
- Get in early. Water damage insurance claims will exacerbate if left unattended. The sooner the damage is fixed the lower the claim expense will be.
A strata insurance policy is designed to cover unforeseen events and insurers have a preference to insure properties that are maintained with a proactive approach over ones that aren’t. The onus to maintain a property falls in the hands of the owner and whilst an insurance policy is available to cover the unexpected as the saying goes “An ounce of prevention is worth a pound of cure” particularly in this hardening market.
This post appears in Strata News #174.
Have a question about water damage insurance claims and who pays the excess or something to add to the article? Leave a comment below.
This information is of a general nature only and neither represents nor is intended to be personal advice on any particular matter. Shandit Pty Ltd T/as Strata Insurance Solutions strongly suggests that no person should act specifically on the basis of the information in this document, but should obtain appropriate professional advice based on their own personal circumstances. Shandit Pty Ltd T/As Strata Insurance Solutions is a Corporate Authorised Representative (No. 404246) of Insurance Advisernet Australia AFSL No 240549, ABN 15 003 886 687.
- NSW: Q&A Statutory Duty to Repair and Maintain Common Property
- NSW: Q&A Does unit owners insurance cover damage from leaking pipe?
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