Customer Area

At Sensus we pride ourselves on providing excellent service and communication, if you cannot find the necessary information on our website, or would just prefer to talk to someone, please don’t hesitate to call us on 07 3205 8000.


We are dedicated to helping get you back into your home, or having your business premises operable again as soon as possible. As soon as we are authorised by your insurance company or loss adjuster to proceed with repairs, we will contact you and provide you with a Customer Information Pack.

The Customer Information Pack includes the scope of works, a contract and an invoice for the policy excess (if applicable). We can email or post this to you according to your preference.

Works will be booked with you as soon as we have received the signed Contract, Scope of Works and Excess payment.


Frequently Asked Questions

Why has Sensus been appointed to my claim?

Sensus is a building company specialising in completing repairs to property damaged by insured events. Our specialist expertise has been gained over many years, repairing properties damaged by everything from a burst pipe to a cyclone or bushfire.

What will happen now?

When we are appointed by the loss adjuster or assessor from your insurance company we will contact you to arrange an inspection.

*If there is emergency work required to make your property safe and secure, our “Makesafe Team” will attend urgently to carry out a Makesafe.

On attendance we will carry out a thorough inspection of the damage, accurately record and photograph details of the damage and provide a report and quotation to the loss adjuster or assessor.

When will repairs start?

Once your insurer makes a decision on acceptance of your claim, Sensus may be authorised to proceed with repairs. If we are successful we will contact you to provide you with the scope of works, complete necessary paperwork, answer any queries and collect the policy excess if applicable.

Repairs will then be booked with you to start at a mutually convenient date and time.

How do I know Sensus will do a good job?

Sensus is an insurance repair specialist; all works are fully guaranteed and completed to your complete satisfaction.

Our business is entirely dependent on our excellent reputation.

What if I am not happy with progress of repairs or the quality of work?

We acknowledge no matter how hard we try, there will from time to time be an issue with our service. How we are judged is in how we respond to an issue, if you let us know you are unhappy we will do whatever we can within our power to remedy the situation.

Why do I have to pay a policy excess to you?

Most insurance policies have a policy excess to pay on a claim, no matter how small or large the claim is. Often an insurer will ask us to collect the policy excess on their behalf and then deduct this amount form our final invoice to them.

If you have already paid the policy excess or have any queries regarding the excess amount please contact your insurer to resolve.

If we collect your policy excess and you decide not to proceed with repairs, we will refund the full amount within 7 working days.

What happens on completion of repairs?

When you are entirely satisfied with repairs we will ask you to complete the Satisfaction Certificate and return that to us, we will then invoice your insurer directly.

We would also greatly appreciate your taking a few moments to complete the Feedback Form, here online or contained in the Customer Information Pack.

Customer Information Pack

We will send you a Customer Information Pack when we are authorised to proceed with repairs, the pack contains a copy of the scope of works, an invoice for the policy excess if applicable, a contract and satisfaction certificate.

We also include a Feedback Form for you to provide feedback, we would greatly appreciate your feedback, please let us know if we did a great job for you or if there are areas we could improve.


Often a contract is required by statutory requirement; the contract has to be between Sensus and you the customer to comply with legislation and contract law requirements for the protection of you the consumer.

Scope of Works

The scope of works details the works we have been authorised by your insurer to carry out. If you have any queries or concerns regarding the scope of works please call on 07 3205 8000 and discuss with a Repair Coordinator.


Most insurance policies have a policy excess to pay on a claim, no matter how small or large the claim is. Often an insurer will ask us to collect the policy excess on their behalf and then deduct this amount form our final invoice to them.

Please note if a policy excess is applicable, works can only commence once payment is received by Sensus.

Payment of Excess


Sometimes following an insured event there will be a safety hazard such as exposed electrical circuits or broken glass, or there may be a need to provide temporary security or structural propping to prevent further loss or damage occurring.

Our specialist makesafe teams attend to ensure your property is as safe and secure as possible.

Completion Certificate

We request you complete the Completion Certificate, contained in your Customer Information Pack or here online, and return to us by your preferred method.