When an insurance claim is contested, it usually comes down to one thing: uncertainty. The insurer needs to confirm what caused the damage, whether it’s recent, and whether it’s covered. The property owner needs to know the claim is being assessed fairly, with all the right information on hand.
Without clear evidence, it’s hard for either side to move forward.
In 2023–24, the Australian Financial Complaints Authority received more than 29,000 general insurance complaints—a 5% increase from the year before. The most common issue? Delays in claim handling. While these complaints span everything from car insurance to home contents, they reflect a growing pressure on the claims process and the need for better documentation when questions arise.
Damage reporting makes a huge difference in dealing with contested claims. Whether a claim is being reviewed, delayed or disputed, a clear, independent report helps set out the facts so decisions can be made with confidence.
Why damage reports become critical in contested claims
Contested claims don’t always mean there’s a major dispute. It’s more likely about unanswered questions. Was the damage caused by the event the policyholder is claiming for? Could it have been there beforehand? Does it fall within the scope of the policy?
These questions can slow things down or put the claim on hold. And without clear evidence, uncertainty can grow from both sides.
Detailed damage reporting becomes important here, as a well-prepared report gives insurers and property owners a shared reference point. It documents what was observed, when, and under what conditions. It outlines the likely cause of the damage and provides the context often missing from standard inspections or early assessments.
In the case of a disaster assessment, where damage might be widespread or complex, having that clarity early on can prevent drawn-out investigations and help everyone focus on the right next steps.
What a good damage report should include
Not all reports are created equal. For a damage report to support a contested claim, it needs to go well beyond observations. It needs to be clear, detailed, and written with the end user in mind, whether that’s an insurer, a broker, or a property owner who needs to understand what’s happened.
A strong damage report will typically include:
- A description of the affected areas and materials
- Supporting photos with location context
- Notes on the extent and severity of the damage
- A professional opinion on the likely cause
- Commentary on whether the condition appears recent or long-standing
- Recommendations for repair, further investigation or monitoring.
If the damage is structural, the report may form part of a broader disaster assessment. In that case, input from a certified engineer may be needed to address structural safety, compliance with building codes, or implications for occupancy.
The goal here isn’t to argue the claim. The idea is that you won’t need to. Instead, you will have a damage report that presents the facts in a way that helps everyone involved make better, more informed decisions.
When to engage an expert for damage reporting
Not every claim needs a formal report. But when questions start to emerge about what caused the damage, whether it’s new or how serious it is, it might be time to bring in someone with the right expertise.
It’s worth engaging a building consultant or engineer when:
- The claim is complex, high-value, or already under review
- There are signs of cracking, movement, or instability
- Early inspections or repair quotes are inconsistent
- The insurer has asked for more supporting evidence
- The damage occurred as part of a large-scale disaster event, requiring a disaster assessment.
In these situations, a well-prepared report helps establish a clear baseline. It gets everyone working from the same facts, and it often helps prevent assumptions or confusion from escalating into a formal dispute.
More than anything, it shows that the claim is being taken seriously and that decisions are being made with the right level of technical insight behind them.
Independent damage reporting when it matters
At Morse Building Consultancy, we support insurers, brokers and property owners with expert damage reporting that helps resolve complex claims and reduce the risk of an ongoing dispute.
Need support with a contested claim?
We’re here to help. Contact us today to speak with our team.