Have you experienced property damage?

We work to minimise damage, but sometimes an unexpected water main break or sewer overflow may affect your property.

What you should know

If your property has been damaged by a Hunter Water asset, we will work with you to understand your needs and how we can help.

Our crews will attend and begin repairs or maintenance as soon as possible.

We may need access to your property to complete the work.

My property has been damaged. What should I do?

Contact your insurer

Contact your insurance company as soon as possible as they can offer practical advice and support.

Property owners and tenants are responsible for choosing the right level of insurance to protect their assets.

If you are a tenant, notify your property manager or landlord first, then contact your insurer if any personal belongings have been damaged.

Contact Hunter Water

Let us know what happened. We will record the details and follow up with you within ten business days.

If this is an emergency, do not wait. Call our 24/7 emergency line 1300 657 000 immediately.

What happens next

Watermain breaks

Over the next few days, our crews will help clean up your outdoor areas including driveways, yards, lawns and gardens.

Sewer overflows

We will do our best to contain the overflow, clean up and disinfect affected outdoor areas as soon as possible.

Compensation and support

Any emergency assistance we provide is assessed on a case-by-case basis.

If your insurer does not cover your damages, please contact us. We will review your situation and advise what options may be available.

We do not usually offer compensation for loss of time or loss of business caused by a water main break, sewer overflow or maintenance work.

Why claim on my insurance policy?

Your insurance company is best placed to help return your property to its pre-incident condition as quickly as possible.

Insurance policy excess and out-of-pocket expenses

As a goodwill gesture, we may reimburse up to $1,000 for your insurance policy excess and out-of-pocket expenses.

If your excess is more than $1,000, it will be assessed on a case-by-case basis.

What if I am not insured?

Call us on our 24/7 emergency line 1300 657 000 to discuss the damage to your property.

To make a claim for damages, you will need to tell us what happened and what type of compensation may apply. We will also need all relevant documents and evidence to support your claim.

What if I am not satisfied with the outcome?

If you are not satisfied with our decision, you have the right to request a review by us or seek an external review.