Help centre

Please treat our people with courtesy and respect

We appreciate the difficult situation faced by people affected by the collapse of Porter Davis.

We’re here to help. That means trying to get you through the claims process as quickly as possible, while making sure you’re protected from further risks and potential problems. That’s our job, and our responsibility to you, as an insurer.

It works best when we’re working together. That includes treating our people with the same respect and courtesy that everyone’s entitled to. There’s no room for abuse, aggression, or inappropriate language or behaviour – whether it’s online, in person, in writing, or on the phone.

Most people do the right thing, and we’re grateful for your understanding as we do all we can to have claims processed as quickly as possible.

There are two VMIA domestic building insurance portals: claimant and builder.

Claimant portal

Log in: www.buildvic.vic.gov.au/ClaimsPortal/LoginClaimant

The screen will display that you’re logging into the ‘BuildVic Claims Portal’.

Builder portal

Log in: www.buildvic.vic.gov.au/Login

The screen will display ‘Welcome to BuildVic’.

We recommend using the latest update of Google Chrome for the best experience. The portal can still be used with other web browsers, though is less compatible and certain features may be missing.

Making a claim

Your email address will be the email you used when you registered and submitted your claim.

Builder

If you’re a builder, your email address will be the same email you used when you either nominated your distributor or when you applied for eligibility. If you’re unsure which email you’ve used, please contact your DBI Distributor.

There might be several reasons that you haven’t received the activation email to login. You can troubleshoot with these steps.

1. 1. The email address you’re using may be incorrect.
   Check that you’re using the correct email address.
2. 2. The email may have been sent to your junk or spam folder.
   Check your junk mail and similar folders.

If you’ve followed these steps and still haven’t received the activation email, and you’re a: 

• Builder: your account might not be activated. Please contact your DBI Distributor for further information.
• Claimant: you might not be registered. Please register again here or call 1300 363 424 for further assistance.

a. Are you using the correct email address?

Your email address will be the email you’ve registered your claim with as a claimant or applied for eligibility with as a builder. If you’re still having issues finding your email address, please contact us, if you’re a:

• Claimant: please contact us via our live chat or call us on 1300 363 424.
• Builder: please contact your DBI Distributor for assistance. Your distributor might also be able to raise the issue with us on your behalf. If you don’t know who your distributor is, please contact us via our live chat or call us on 1300 363 424.

b. Have you tried resetting your password?

You can reset your password via the login page and selecting ‘Forgot your password?’. Enter your registered email address and click continue. An email with a link to reset your password will be sent to the same email address. If you’re having issues receiving this email, this could be due to a few reasons:

NOTE: If you have tried resetting your password and it appears to be in a loop, as a builder you will need to contact your DBI Distributor for assistance. Alternatively, please contact us via our live chat or call us on 1300 363 424.

• The email was sent to your junk mail.
  Please check your junk folder for the email and follow the prompts to reset your password.
• An incorrect email was used.
  Please check that you’ve entered the correct email address you’ve registered with and repeat the steps to reset your password. If you’re still having issues finding your email address, please contact us via our live chat or call us on 1300 363 424.
• Your account may not be activated yet.
  If you’re a builder, your account will be activated once your eligibility has been approved. Your approval may depend on a few factors, such as your distributor’s processing timeframes. Once your eligibility has been approved, your account will be activated immediately. To check on the progress of your eligibility, please contact your DBI Distributor.
  
  If you’re a homeowner, your account is activated immediately after you’ve submitted your first claim. Please follow the other troubleshooting steps if you’re still unable to log in. If you’re submitting multiple claims for the same property, you’ll only need to activate your account once.

c. Have you tried using incognito mode on Google Chrome?

If you’re using Windows, press Ctrl + Shift + n. If you’re using Mac, press Command + Shift + n. From here, a new browser window will open. Enter the portal URL:

• If you’re a claimant: www.buildvic.vic.gov.au/ClaimsPortal/LoginClaimant
• If you’re a builder: www.buildvic.vic.gov.au/Login

d. Have you tried clearing your cache, cookies and browser history?

Clearing your cache and cookies can sometimes fix loading or formatting problems. If you’re using Google Chrome, please follow these instructions from Google. Enter in the URL and try logging in again.  

• If you’re a claimant: www.buildvic.vic.gov.au/ClaimsPortal/LoginClaimant
• If you’re a builder: www.buildvic.vic.gov.au/Login

Your account might be locked if you’ve exceeded the number of login attempts. If you’re a:

• Claimant: please contact us via our live chat or call us on 1300 363 424.
• Builder: please contact your DBI Distributor for assistance. Your distributor might also be able to raise the issue with us on your behalf. If you don’t know who your distributor is, please contact us via our live chat or call us on 1300 363 424.