Make a claim on your Master Build Guarantee

If you need to make a claim under your Master Build Guarantee, our team are ready to guide you through the process.
“We appreciate beyond words how helpful and responsive you have been. Thank you so much for making this experience a good one for us!”
– Natalie McKee, homeowner

On this page:

Investigating claims

When we investigate a claim, we will talk to both you and your builder to understand what has happened. We will develop a plan with you, which may include:

  • working with your current builder to resolve issues
  • getting another Master Builder to resolve issues
  • paying you money owed under your claim.

It is important to remember you are still in a contractual relationship with your builder both during and after the build process.

To help make sure you do not break your contract while your claim is investigated, you must not:

  • do any building work to fix the problem unless it is an emergency
  • cancel or make any variations to your building contract
  • make any further payments to your builder or other tradespeople.

Resolving contract disputes

The Master Build Guarantee does not cover contractual disputes between you and your builder. These will need to be resolved before you can make a claim under your Guarantee.

We offer a free disputes resolution service through an independent provider called Fair Way. They can help get the relationship between you and your builder back on track and any issues resolved within your building contract.

Disputes resolution through Fair Way

What to do when making a claim

Let us know straight away if you think you have a claim under your Master Build Guarantee. We will work with you to understand the situation and the best approach to take.

Contact us

Our team will help you understand what you can claim under your Master Build Guarantee. For full details of your cover, refer to your Guarantee terms and conditions.

Generally, cover under the Master Build 10-Year Guarantee can include:

  • loss of deposit
  • non-completion
  • materials and workmanship
  • structural defects
  • temporary accommodation.

Loss of deposit, or non-completion

If you want to make a claim:

You must:

  • contact your builder as soon as you discover the problem
  • notify us no later than 30 days after you become aware of the problem
  • return the official claim form no later than 14 days after notifying us.

You must not:

  • pay your builder, any sub-trades, or any suppliers more money without our approval
  • cancel your building contract without our approval.

Materials and workmanship, or structural defects

If you want to make a claim:

You must:

  • notify us no later than 90 days after you discover the defect
  • make a claim on the official claim form no later than 14 days after notifying us.

You must not:

  • do any work to fix the defect or hire someone else to fix it.

Temporary accommodation

Your cover may include temporary accommodation costs if you need to vacate your home while remediation work is done.

Contact us

At any point during your Guarantee cover, we’d be happy to hear from you.

Contact us