AAMI Home insurance claims

If you need emergency repairs or temporary accommodation, please contact our claims team via live chat on this page, Monday to Friday 8 am - 9 pm and weekends 9 am - 5 pm AEST. We will then be able to make the necessary arrangements as quickly as we can (subject to the limits, conditions and exclusions of your policy).

If you find more damage from the claimed event or discover something else has been stolen, please make a note, take photos and let us know the next time we’re in touch. There’s no need to immediately reach out – we’ll work with you to include all details in your claim.

If a different part of your home is damaged by another event, please make a new claim online

Easily pay your excess online via the AAMI App or in your AAMI My Account.

If it’s determined that we can’t cover you, we’ll let you know why and your claim will be closed. If you’ve already paid your excess, it will be fully refunded into your nominated bank account and a letter stating why the claim has been declined will be sent to you.

You can upload documents to your claim in the AAMI App or your AAMI My Account, or email them to myclaim@aami.com.au.

Your premium is likely to change each time you renew your insurance, even if you haven’t made a claim and your circumstances are the same.

This is because premiums are calculated based on a range of factors including the cost of claims we have paid to other customers, claims we expect to pay in the future, new data, changes in government taxes and any state or territory duties or levies, our business expenses and other commercial factors.

The weight of each factor can change, and how these factors combine to affect your premium will differ from person to person.

If your building is insured with us, we can arrange for one of our builders to attend the property and temporarily make it safe to prevent any further loss/damage. If you cannot contact us or you need to make emergency repairs to protect the building or for health and safety reasons, ensure you take photos/video of the damage before undertaking any emergency repairs and provide these to our builder/assessor. During a severe weather event, emergency services and the SES may be able to assist with making your home safe and preventing further damage.

If the item is covered by your policy, you’re still able to make a claim after replacing it. You’ll have to provide proof of loss or damage and proof of ownership (e.g. photos, receipts, repair report) of the item. It’s important to note that we may only cover you up to the amount it costs us to replace the item, and not the full retail value. 

You don’t need to pay your excess straight away.

No, you may not need to pay the excess before the assessor/builder visits your property.

If your claim is accepted, you will need to pay the excess if it applies to your claim. We will either deduct the amount of the excess(es) from any cash payment we make or require you to pay the amount of the excess(es) to us. We’ll let you know when and how to pay.

This depends on what level of Renters Insurance you’ve chosen.

AAMI Contents Insurance includes:

• Damage to, or loss of, your contents in an insured event
• New for old replacement
• Cover for spoiled food or medicine
• Storage of undamaged contents
• Accidental glass breakage
• Cover for legal liability

If you’re unable to pay your excess, we may be able to arrange alternate payment options – let your claim manager know when they contact you or chat with us online. Take a look at our Financial Hardship Policy for more information.

If your excess is higher than the repairs, we’ll let you know that it’s not worth continuing with the claim, and your claim can be withdrawn. If you’ve already paid your excess, it will be fully refunded into your nominated bank account and we’ll send you a withdrawal letter outlining the reason why.