How to make a home insurance claim 


Whether it’s a robbery, storm damage, fire, flood* or something else that's covered by your policy — an event that prompts a home insurance claim can be stressful.

That's why at AAMI, we make the claims process simple — here’s how to make a home insurance claim.

What you’ll need before you claim

  • Your AAMI Insurance policy number.
  • A description of what happened (including the date, time and location).
  • Police report details (if applicable).
  • Proof of value and ownership for contents items.

If you don’t have all of these on hand right away, don’t worry. Start your claim anyway and get the ball rolling; we’ll let you know if anything else is needed.

How to make an AAMI Home Insurance claim

Make a claim online

To make a claim online, sign into your AAMI My Account or click here to start the claims process. 

Make a claim

All you'll need to do is:

  1. Fill in your policy details.
  2. Tell us when and where the incident occurred and what happened.
  3. Enter details of any damaged items.
  4. Upload relevant pictures and documents.
  5. Submit your claim. 

Once your claim is submitted, a claims consultant will contact you within 2 business days (during non-event periods) to progress your claim and discuss any applicable excesses. 

Use the AAMI App

Good news! AAMI customers can lodge a claim with the AAMI App.

You’ll be able to add incident details and upload photos to the app directly from your mobile or device, and once lodged, you'll be able to track how your claim is progressing.

Download the AAMI App

Give us a call

Sometimes you just need to speak to a living, breathing person — we get it! That’s why our claims line operates 24 hours a day, 7 days a week. Call us on 13 22 44 and we’ll talk you through the whole process.

After making a claim

After you lodge a claim — whether it’s in-app, online or over the phone — you’ll be able to track the process virtually in the AAMI App or your AAMI My Account.

You’ll be kept in the loop about the progress of claim and you’ll be able to manage it from the comfort of your home. If your claim is accepted, this includes paying your excess online by card, viewing the details of your authorised repairer, talking to claims assistants and more.

How long do I have to make a home insurance claim? 

It’s best to make any home insurance claims as soon as you can. By lodging a claim when the damage occurs, we can help secure the property, make sure any further damage is minimised, and begin assessing and organising repairs once your claim has been accepted.

If you wait too long to make a claim, any further damage that could have been avoided might not be covered by your policy. 

Being prepared for a home insurance claim

It’s always a good idea to prep for a claim before you need to make one.

Creating a home inventory is a great place to start. This way you’ll have all your belongings accounted for, so you’re not left scrambling at claims time. Creating a home inventory is also a great way to know whether you have enough home insurance to cover all your belongings.

AAMI Home and Contents Insurance can cover certain specified items under its Portable Valuables optional cover for an additional premium, and if we agree to cover an item, it’ll be covered up to the full specified value listed on your Certificate of Insurance. So, if you have any expensive jewellery for example, you may want to look into this optional cover.  

Get a Home Insurance quote   

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*We do not insure you for bushfire, storm, storm surge, flood or tsunami in the first 72 hours of your policy. Very limited exceptions apply. Actions or movements of the sea and storm surge are not covered (unless the storm surge damage occurs at the same time as damage caused by storm).

Insurance is issued by AAI Limited ABN 48 005 297 807 AFSL 230859 trading as AAMI. Any advice has been prepared without taking into account your particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Please read the relevant Product Disclosure Statement before you make any decision regarding this product. The Target Market Determination is also available.

The information is intended to be of general nature only. Subject to any rights you may have under any law, we do not accept any legal responsibility for any loss or damage, including loss of business or profits or any other indirect loss, incurred as a result of reliance upon the information. Please make your own enquiries.