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Making your first home insurance claim 


Whether it’s a robbery, storm damage, fire or flood — or something else entirely — an event that prompts a home insurance claim can be stressful, especially if you’re a first home owner who’s never made a claim before.

At AAMI, we make the claims process simple, whether you’re doing it online or over the phone. Here’s how to file a home insurance claim.

What you’ll need during a claim

  • Your AAMI Insurance policy number.
  • A description of what happened (including the date, time and location).
  • A copy of a police report (if applicable).
  • Proof of value and ownership.

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

How to make an AAMI Home Insurance claim

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. Our in-app claims process was built with new home owners in mind — you’ll be directed to a simple step-by-step checklist and be able to track your claim entirely in-app.

Download the AAMI App

Make a claim online

If you prefer to make a claim on your computer or laptop, rather than your phone, sign in to your AAMI My Account or click here to start the claims process.

You’ll see a step-by-step checklist to guide you every step of the way. The process is pretty straightforward, but we’ll walk you through it so you know what to expect:

1.         You’ll be prompted to fill in your policy details.

2.         We’ll track down your policy in a jiffy.

3.         Add damaged items to a dropdown list.

4.         Add your contact details.

5.         A claim summary will be generated.

6.         Proceed to lodge the claim by clicking a button.

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.

Before a claim

Accidents and disasters often happen unexpectedly. So, it’s always a good idea to prep for a claim before you need to make one.

If possible, create a home inventory. This way you’ll have all your belongings accounted for, so you’re not left scrambling at claims time. We’ve put together a handy guide on how to create your first home inventory here

It’s also a good idea to get your fancy items valued, so you can prove their value to your insurer if you need to make a claim.

AAMI Home and Contents Insurance covers certain specified items valued over $2000. If we agree to cover an item, it’ll be covered for the full specified value listed on your policy. So, if you have any expensive jewellery pieces or artwork lying around, remember to specify!

Get a Home and Contents Quote   

After 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.

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 — which includes paying your excess online by card, viewing the details of your authorised repairer, talking to claims assistants and more.


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Insurance is issued by AAI Limited ABN 48 005 297 807 AFSL 230859 (AAI) 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.