Storm just hit your roof? Start here
If an east-coast low has just stripped tiles, lifted sheets or opened up your roof, the order of operations matters: make people safe, document everything before you touch it, lodge your claim, and only then start temporary repairs. Get that sequence right and you protect both your home and your insurance claim. This guide walks through it step by step for Shoalhaven homeowners — including what to photograph on a roof, how the NSW SES fits in, and what to do if your insurer says no.
Nowra Roofing Co works across the Shoalhaven and can provide a written roof inspection report to support your claim. Licensed and insured. Call (02) 4406 4996 for a free inspection.
Why the Shoalhaven gets hit hard — east coast lows and what they do to roofs
The Shoalhaven sits squarely in an east-coast-low corridor, and these systems are not a once-in-a-decade event here. In 2022 the region was struck by two major east coast lows — one in March and one in July — which together left an $80 million damage bill to Shoalhaven City Council infrastructure, alongside 98 landslips, 13 sinkholes and around 2,600 individual road damage sites (source: South Coast Register). During the March 2022 event, the Bureau of Meteorology warned of heavy rainfall and damaging winds across the central and southern NSW coast, with flood warnings in place for the Shoalhaven River, St Georges Basin and Sussex Inlet.
For roofs, these systems combine sustained driving rain with strong, gusty winds. That is the exact combination that lifts ridge caps, dislodges tiles, peels back metal sheet at the laps, tears flashing and overloads gutters. On a river town like Nowra, where many homes carry ageing terracotta or concrete tile, the weak points get found fast. Treat storm season as an annual risk, not a freak event — that mindset is what keeps your roof, and your claim, in good shape.
Storm vs flood vs general weather — why the distinction matters for your claim
This is the single most common reason a roof claim runs into trouble. Australian home policies usually define storm (wind, rain, hail, lightning) and flood (water escaping from a watercourse, lake or reservoir) as separate events — and not every policy includes flood cover. The label your insurer applies can change everything.
For riverfront and floodplain suburbs like Terara and Bangalee, a single east coast low can deliver both at once: wind-driven rain damaging the roof, and rising river water inundating the ground floor. If your roof was opened up by wind and rain, that is generally a storm event — but you need to describe what actually happened so the damage is assessed under the right part of your policy. When you lodge, be specific: separate the wind-and-rain roof damage from any ground-level flooding.
Immediate steps: the first 48 hours after a storm
Work through this in order.
- Safety first. Stay clear of damaged structures, sagging ceilings and any contact between water and electrical fittings. Do not climb onto a wet or damaged roof.
- Call the SES if it is an emergency. If your roof is open or unsafe, the NSW SES (which runs a Nowra Unit) provides emergency assistance such as temporary tarping. Call 132 500.
- Document everything before you touch it. Photograph and video the damage in its current state — this is your evidence and it cannot be recreated later.
- Lodge your claim. Contact your insurer to start the claim as soon as it is safe to do so.
- Make safe, not permanent. Only after documenting should you arrange temporary repairs to prevent further damage.
If you need a fast response to make the roof safe, our storm and emergency roof repairs service covers the whole Shoalhaven.
How to photograph roof damage for an insurance claim
Generic guides tell you to "take photos." Here is what to actually capture on a roof:
- A wide shot of the whole roof from ground level on every side, showing the overall damage in context.
- Close-ups of each damaged zone — missing, slipped or cracked tiles; lifted or peeled metal sheets; dislodged ridge caps; bent or torn flashing in valleys and around penetrations.
- Gutters and fascia — debris loading, gutters pulled away from the fascia, blocked or overflowing sections.
- Internal ceiling water marks — photograph stains and sagging plasterboard with a tape measure in frame so the extent is clear.
- Debris that struck the roof — fallen branches, dislodged aerials, anything that explains the cause.
- A slow video walkthrough inside and out, narrating what you are seeing.
Make sure every image is date-stamped, and capture all of it before any tarping or temporary work changes the scene.
Making the claim: what your insurer needs
When you lodge, you will generally need your policy number, the date and nature of the event, your photos and video, and a description of the damage. Under the General Insurance Code of Practice, your insurer has set timeframes to respond to your claim once it is lodged and you have provided what they reasonably need.
Two things help your claim hold up. First, check your policy's definition of storm and lodge accordingly. Second, gather any maintenance records you have — past repairs, inspections and servicing. Their absence is one of the easier arguments an insurer can use to attribute damage to wear rather than the storm.
Getting a roof inspection report to support your claim
The insurer will usually send a loss adjuster to assess the damage. That assessment serves the insurer. Getting your own written roof inspection report from a local roofer gives you independent documentation alongside it.
A good report covers what was inspected, the condition of tiles or sheets, ridge caps, flashing, valleys, gutters and fascia, the damage found, and the work needed to repair it — with photos a third party can follow. It is not the same as the loss adjuster's visit, and having both means the conversation is grounded in evidence rather than opinion. Our roof inspections and reports service is built for exactly this. To be clear: we can assist with documentation — we cannot guarantee what your insurer decides, but solid evidence gives you the best chance of a fair outcome.
Temporary repairs without voiding your claim
You are generally expected to prevent further damage after an event. The rule is make safe, not permanent:
- Tarp open sections to keep water out, but do not carry out a full, permanent repair before the assessor has seen the damage.
- Where possible, notify your insurer before committing to anything beyond emergency make-safe work.
- Keep every receipt — tarps, materials and any emergency call-out — as these are often claimable.
When it is time for the permanent fix, our roof repairs team can carry out the work the report identifies.
If your claim is denied or underpaid — AFCA and your rights
If your claim is declined or you believe it has been underpaid, you have free recourse.
- Ask for reasons in writing. Your insurer should explain the decision and the evidence it relied on.
- Use the insurer's internal complaints process first.
- Escalate to AFCA. The Australian Financial Complaints Authority is independent and free to homeowners. It can resolve disputes and make decisions that are binding on the insurer for property claims up to a set limit (the threshold for property claim awards is in the order of $631,500). AFCA disputes commonly resolve within a couple of months.
Your roof inspection report and maintenance records are your strongest tools at every stage of a dispute.
Maintenance records and why they matter
The "pre-existing damage" rejection is the one that catches Shoalhaven homeowners out most, especially on older homes. Aging terracotta and concrete tile roofs around Nowra and Bomaderry, with perished pointing and brittle tiles, give an insurer an easy maintenance argument.
You counter that with records. Regular inspection reports and a history of maintenance show the roof was being cared for and make it far easier to demonstrate that a storm, not neglect, caused the damage. A roof inspection booked before storm season — not during it — is cheap insurance for your insurance.
Get a roof report to back your Shoalhaven claim
If a storm has damaged your roof anywhere across the Shoalhaven, we can inspect it, make it safe, and provide a clear written report to support your claim. We report honestly on what we find — we do not decide claim outcomes, but we give you the documentation to put your best case forward. Licensed and insured. Workmanship warranty.
Call (02) 4406 4996 for a free roof inspection, or head back to our roofing guides or home page for more.
Frequently asked questions
Does home insurance cover storm damage to roofs in NSW?
Most home building policies in NSW cover storm damage as a standard insured event, including damage to the roof. What matters is how your policy defines a storm and whether the damage is judged to be storm-related rather than gradual wear or a maintenance issue. Read your product disclosure statement, and if you are unsure, ask your insurer to confirm what your policy covers before you assume anything.
What is the difference between storm damage and flood damage for insurance purposes?
In Australian policies these are usually defined separately. Storm typically means wind, rain, hail or lightning, while flood usually means water that has escaped from a watercourse, lake or reservoir. The distinction matters because not every policy includes flood cover, and on Shoalhaven floodplain suburbs like Terara and Bangalee a single event can involve both. If your roof was damaged by wind and driving rain, that is generally a storm claim — but the label your insurer applies can affect the outcome, so describe what happened accurately.
How quickly do I need to report roof storm damage to my insurer?
Report it as soon as it is safe to do so. There is no fixed national deadline, but most insurers expect prompt notification, and delays can complicate a claim. Lodge the claim, then make your home safe — the two are not mutually exclusive. Under the General Insurance Code of Practice your insurer must respond to your claim within set timeframes once you have lodged it.
What should I photograph after a storm damages my roof?
Take a wide shot of the whole roof, then close-ups of every damaged area: missing or slipped tiles, lifted metal sheets, dislodged ridge caps, damaged flashing, and any debris. Photograph gutters and fascia, plus internal ceiling stains with a tape measure in frame for scale. Date-stamp every image and take a slow video walkthrough as well. Do all of this before any temporary repairs change the scene.
Can I do temporary repairs before the insurance assessor comes?
Yes — you are generally expected to prevent further damage, such as tarping an open section of roof. The key is to make it safe, not permanent. Photograph the damage thoroughly first, keep every receipt for tarps and emergency work, and where possible notify your insurer before you commit to anything beyond making safe. Do not carry out a full repair before the assessor has seen the damage.
How does a professional roof inspection help my insurance claim?
A written roof inspection report from a roofer documents what failed and what is needed to repair it, with photos and a plain account of the condition. That gives you independent evidence to put alongside the insurer's loss adjuster assessment. We can assist with documentation and a written report — we cannot guarantee what your insurer decides, but thorough documentation gives you the best chance of a fair outcome.
What happens if my insurance company says the damage was pre-existing?
Pre-existing damage and lack of maintenance are common reasons claims are reduced or declined. If you disagree, ask the insurer for their reasons in writing and the evidence they relied on. A roof inspection report, plus any records of past maintenance or repairs, can help show the damage was caused by the storm rather than gradual deterioration. If you still cannot resolve it, you can take the dispute to AFCA for free.
How do I dispute a roof insurance claim that was denied or underpaid?
First use your insurer's internal complaints process and ask for their decision and reasons in writing. If that does not resolve it, lodge a free complaint with the Australian Financial Complaints Authority (AFCA). AFCA is independent, costs you nothing, and can make decisions that are binding on the insurer for property claims up to a set limit. Keep all your documentation, including your roof inspection report.
What does the NSW SES do, and do they help with roof damage?
The NSW SES is the lead agency for storm and flood emergencies and runs a Nowra Unit. If a storm has left your roof open or unsafe, you can call the SES on 132 500 for emergency assistance such as temporary tarping to make the property safe. The SES handles the immediate emergency — your insurer handles the claim and the permanent repair. They are two separate processes.
How long does a storm damage roof insurance claim take in Australia?
It varies with the complexity of the damage and how busy your insurer is after a widespread event. Under the General Insurance Code of Practice your insurer has set timeframes to respond and to decide your claim once you have lodged it and provided what they need. Good documentation up front — clear photos and a roof inspection report — tends to keep things moving. If you end up at AFCA, those disputes commonly take a couple of months to resolve.
Are older tile roofs in the Shoalhaven more at risk of claim rejection?
Older tile roofs with perished pointing, brittle tiles or aged flashing are more likely to draw a pre-existing-damage or maintenance argument from an insurer. That does not mean a storm claim will fail, but it does mean documentation matters more. Regular inspections and a record of maintenance on an older Nowra or Bomaderry home make it easier to show that a storm, not neglect, caused the damage.