What to do when you make a claim
At AAMI we understand that making an insurance claim can be stressful. That’s why we’ve put together this guide to help walk you through the AAMI claims process.
Skip ahead:
Claim on your AAMI insurance through AAMI Online, the AAMI App or by calling 13 22 44. We'll guide you through our step-by-step process:
- Have the details ready – we'll need to know what happened.
- Lodge your claim 24/7 – follow the guided prompts. If requested, supply photos, docs and details.
- Assessment – where possible, we'll assist you in arranging the assessment and repairs process.
- Finalise your claim – we'll let you know the outcome of your claim and organise a settlement, if applicable.
Checklist for AAMI home claims
Before you start your home claim, make sure you have on hand:
- Your policy number.
- Photos and videos of the damage. Don't throw away any damaged parts or items of the building without our consent unless it is necessary for health and safety reasons. This helps avoid any delays in the assessment of your claim.
- Proof of ownership of the damaged or lost item, for example, purchase receipts, user manuals and certificates of valuation.
- A record of the value of your damaged or stolen items.
- A police report number and details – for malicious damage claims, or if your home has been broken into, you should report the burglary to the police before lodging a claim with us.
For what to do and what to avoid prior to making a claim, please check your policy’s relevant Product Disclosure Statement.
Checklist for AAMI car claims
Before you start your car claim, make sure you have on hand:
- Your policy number.
- Details of the event – when and where it occurred, what happened and the damage to vehicles or property.
- Details of the people involved including witnesses, if applicable – their contact info (full name, contact number and address), insurer, and info about their car (the make, model and colour, and their rego and licence).
- Where possible, photos and videos of the accident scene and damage to vehicles involved.
- If someone stole or maliciously damaged your vehicle, notify the police and get hold of a report.
Don’t worry if you don’t have all the info right now. We’ll reach out for additional details if required.
Hint: for many policies, you can do all this through the AAMI App, including upload photos directly from your phone. Handy, right?
Ways to make a claim
Make a claim online or use the AAMI App for the following policies at a time that suits you:
- Home and Contents (including Building Only and Contents Only)
- Comprehensive Car
- Landlord (including Building Only and Contents Only)
- Comprehensive Motorcycle
- Caravan
For all other insurance types, please call us a on 13 22 44.
Manage your claim
Once you’ve lodged a claim, simply login to your AAMI account to keep up to date and manage your claim.
- View and manage your claim.
- Book, view, and manage your vehicle assessment.
- View details of your AAMI Approved Repair Partner.
- View and manage a hire car booking (if eligible).
- Pay your excess online.
* The following personal insurance policy types can’t be managed online: AAMI Fire & Theft Contents Insurance), AAMI Strata Insurance, and AAMI Compulsory Third Party Insurance (CTP).
Where applicable, we can offer support throughout the process of repairing or replacing damaged items covered under your policy.
Repairs and replacements for motor claims
If your motor claim is approved, we‘ll connect you to one of our AAMI Approved Repair Partners. We’ll let you know where to drop your vehicle off and you’ll get a notification when it’s ready for pick up.
Regardless of whether you claim online or by phone, you can use AAMI Online to:
- View and change your vehicle assessment booking time.
- View details of the authorised repairer.
Repairs and replacements for home claims
When we repair or rebuild the damaged building covered under your policy, we guarantee the quality of workmanship of that work for the lifetime of the building as long as we authorise, arrange, and pay the builder or repairer directly for this work.
For more info on what we will repair and what’s included in the repairs process (for either a claim on your AAMI Home Building Insurance policy and/or your AAMI Home Contents Insurance policy), check out your relevant Product Disclosure Statement.
For an additional premium, you can add optional AAMI Home Assist to your AAMI Home & Contents or AAMI Building policy. If you have a home emergency and need a plumber, electrician, locksmith or carpenter (up to 3 emergency call-outs per year), AAMI Home Assist is available 24 hours after adding the option to your policy. Limits (including geographic), exclusions and conditions apply. Read the AAMI Home Assist Terms and Conditions for details.
Read more:
- AAMI's top home insurance claims in Australia – are you covered?
- How dash cams can affect your car insurance claim
- What happens when you’re in a car accident and not at fault?
Insurance issued by AAI Limited ABN 48 005 297 807 trading as AAMI. Read the Product Disclosure Statement before buying this insurance. Target Market Determination is also available. This 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.
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.