View your PDS and Certificate of Insurance in the AAMI App, or get your documents via the online portal to find out what is and isn’t covered under your policy.

Yes. You can pay your excess in the AAMI App, or log into your account and select the relevant claim. This will take you to ‘My Claim Manager’ where you can pay your excess.

Our claims team will identify next steps. This may include booking an assessment, repairs, replacements, and/or arranging payments. You can learn more about this process in our Scope of work fact sheet.

This may take longer than usual if there’s been a severe weather event, but we’ll be in touch as soon as possible. In the meantime, remember to take photos or videos of the damage and if possible, a sample of each type of carpet. You can also remove wet carpet and damaged contents before an assessor visits your home.

Assessing the damage is an important step in the claims process. Generally, if your home has been damaged, we’ll organise an assessment. Depending on the damage, these can be done on-site or virtually. This will be completed by either an assessor or authorised panel builder. If the damage requires, we may also engage specialists such as an engineer.

If the damage to your home is minor, we may not need to do an on-site assessment and will use the photos and descriptions you provided us.

For your damaged contents, we’ll also use photos and descriptions, as well as the costs to replace, clean, or restore the items to assess your claim.

We will explain the type of assessment that we will organise for your claim and let you know if we need any more information from you. If we are organising an on-site assessment, we’ll let you know who will be attending.

After we have completed the assessment, we’ll let you know the outcome of your claim as soon as we can. If your claim is covered, we can then discuss repairs or settlement depending on the circumstances of your claim.

You can lodge a claim without paying your excess. Our Claims Team will discuss payment options with you.

If you’re having trouble paying for your excess, our Claims Team can work with you to try to find a suitable alternative.

Log into your AAMI account to see claims updates, message your claims manager, live chat with our online claims specialists, and upload documents and photos . If you don’t have an account yet, registering only takes a moment.

Our claims managers will evaluate the damage at lodgement to determine next steps.

Based on your circumstances, we may direct you to one of our trusted repairers or an alternate location to further assess your vehicle.

If your home has completely or partially flooded, or your carpet, furniture, or contents were damaged by rain, remember to:

• compile a detailed list of items (including the make and model or a description)
• take photos of the damaged items, and if possible a sample of each type of carpet and
• remove the damaged items from inside the home and place outside for disposal.

Let us know about the damaged items next time we’re in touch. There is no need to immediately reach out and you do not need to wait for an assessor. Rest assured, we’ll work with you to include all details in your claim.

Please contact our Claims Team via phone or live chat as soon as possible as your home may require emergency repairs to prevent further damage.

You can call our Claims Team 24/7 on 13 22 44.

Live chat is available Monday to Friday 8am to 9pm, and weekends 9am to 5pm AEDT.

Please contact our dedicated Claims Team via Live Chat on this page, Monday to Friday 8am to 9pm and weekends 9am to 5pm AEST.

It depends on your policy. Please check your PDS or speak to your claims manager. 

Yes, you must give us proof of loss, ownership and value of the items claimed if we request it. Providing photos of the damage or proof of ownership, including receipts and manuals helps us assess your claim. If accepted, it can also help us determine how to repair or replace your covered items.

For more valuable items, we’ll ask for more evidence to substantiate your claim than we would for less expensive items. We may also request an assessor or an authorised restorer to complete an assessment either on-site or virtually. You can easily add these documents when you claim online or via the AAMI app. For more information on proving loss, ownership, and value, please read your PDS.

When lodging a claim, just provide us with an estimated cost of how much food spoiled. Claims that only involve food spoilage are excess free. You can find out your policy limit for a food spoilage claim in your PDS.

Yes, please lodge a claim as soon as possible.

Your claims manager will let you know if you need to complete any maintenance before repairs can start. This is because maintaining your property is your responsibility, as outlined in your policy documents.

There’s no need to immediately reach out if you find anything new. Just make a note of the problem and take photos. The next time we’re in touch, let us know about it and we’ll include all the details in your claim.

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

If we accept your claim, we can cover the reasonable and necessary costs of demolishing and removing damaged parts of your home covered by your policy. We can also cover removal of debris including fallen trees or branches if they’ve damaged your home (and the damage is covered by your policy), and removal is required to do the repairs.

You can find more info about this cover including the limits, conditions and exclusions that apply in the PDS or talk to our dedicated claims team if you have questions.

No, however we guarantee the quality of the workmanship for all authorised repairs if we have selected and directly authorised a supplier.

Alternatively, if you do not accept our offer for us to repair the damage you will be paid the amount of our builder’s assessed quote, and we will be unable to guarantee the quality of the work.

To learn more, refer to the PDS.

It depends. Your temporary accommodation benefit covers reasonable and necessary costs if your home is unsafe and can’t be lived in.

It’s important to check your policy documents to understand your temporary accommodation benefit.

These documents, along with your Certificate of Insurance, explain your benefit limit and if any exclusions apply.

First, make sure everyone is safe and out of danger. Then make a claim.

If you have an AAMI Home Insurance policy and can’t live in your home due to an incident covered by your policy, you may be entitled to cover for the reasonable and necessary temporary accommodation costs while your home is being repaired or rebuilt so it can be lived in again. Limits, conditions and exclusions apply. Check your policy documents including the PDS for details.

Our network of repairers and suppliers will restore your home to the condition it was in prior to the loss or damage for which you’re claiming. After assessing your home, we will create a scope of work.

A Scope of Work is a detailed summary of the work that will be undertaken to repair or rebuild your home.

After you’ve signed your Scope of Work, our builder will confirm the start and estimated completion dates. Your Claims Manager will also keep you up-to-date on the progress.

After frequent unpredictable flooding in recent years, it’s important that we provide you with flood cover even if it seems unlikely a flood will occur at your address.

If you’ve settled your repairs with cash, it’s possible further damage not included in your settlement of your claim is found. If this occurs, please cease any repair work and contact us immediately. We’ll then assess the additional damage. If we determine it was caused by the insured event and covered under your policy, we’ll make an additional payment to complete your repairs.

If you choose to not accept our offer or it isn’t possible for us to repair, rebuild or replace, we will then offer you a cash settlement based on our supplier’s assessed quote to repair, rebuild or replace.

Exclusions, limits and conditions apply.

Your cash settlement is based on relevant repair, replacement, or rebuilding costs. Please see your PDS for more details. If this cost is greater than the sum insured on your Certificate of Insurance, the cash settlement will be your sum insured amount minus any required taxes or charges.

If you have a mortgage, please contact your lender before accepting a cash settlement to discuss the payment. For more information, please refer to the ABA fact sheet.

It may also be helpful to keep in mind that when an item is repaired by AAMI, the repair work is guaranteed by us.  If you choose to repair or replace the item yourself, we can’t guarantee this work.

You should consider obtaining legal or financial advice prior to accepting a cash settlement.

A scope of work is a detailed summary of the work that will be undertaken to repair or rebuild your home. This includes the repairs that will be made in each room and the materials used. The scope of work will be updated as needed.  

Your assessor, builder or Claims Manager will explain your scope of work and provide you with a copy for your consideration. Remember, your repairs or rebuild cannot commence until you have signed your scope of work.

A Confirmation of Transaction is a summary of the activities that relate to your claim, such as a cash settlement, repair or replacement. If you’d like a copy, please contact your claims manager and they’ll give you a copy when your claim is finalised.

To help us progress your motor claim, try to send us images of: 

• a three-quarter front view of your vehicle

• a three-quarter rear view of your vehicle (taken from opposite side of your front image) 

• a rear view clearly showing your number plate 

• any identifying car model badges (GLi, TDi, etc) 

• VIN number 

• your car’s interior from a few different angles

• your odometer 

• the compliance plate (the build date of your car), and 

• a wide shot of damaged area.

It’s against the law to drive a car with a major windscreen crack, so our motor claims specialists will organise towing. In the meantime, try to cover your windows or windscreen. 

Please remove all personal items from your car before attending your appointment and bring your registration papers with you.

We’ll help you make travel arrangements should you need to leave your car.

The appointment should take approximately 15 minutes. We’ll confirm next steps with you after the assessment.  

Laws vary across Australia regarding when a vehicle needs to be written off, so we’ll let you know if your car is repairable and talk you through your options after it’s assessed.

Depending on the damage, we’ll either use conventional or paintless dent repair (more on this in the FAQ below). We will confirm this with you after your car assessment is complete.

It depends on your policy. Please check your policy documents or speak to your claims manager. 

Paintless dent removal (PDR) is a less intrusive way of repairing vehicle damage. It involves pushing dents out of damaged panels to restore them to their original condition.

With PDR, most vehicle components don’t need dismantling and little to no repainting is required. This means, on average, PDR repairs have around a 50% shorter turn-around when compared to conventional methods.