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
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 Builders member 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.
Resolve disputes through Fair Way [LINK TO PAGE: Disputesand Complaints
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 [LINK TO PAGE: 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 yourGuarantee 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 notifyingus.
