The home insurance claim assessment and repair process

Have you made an AAMI Home Insurance claim recently but aren’t sure what happens next? Get to know the process – all the way from claim assessment to settlement. 

1. Emergency repairs 

If, as part of your claim, your building needs emergency repairs, we’ll take care of that first. We'll arrange for a professional to come and complete the work or conduct temporary work to prevent further damage.

What happens if I can't stay at home?

If your home can’t be lived in due to damage caused by an insured event covered by your policy, we’ll cover the reasonable and necessary cost of temporary accommodation for your household – and pets too of course! – while your home is being repaired or rebuilt. Limits and exclusions apply, so please refer to the PDS for more information.  

2. Home claim assessment

What is a home claim assessment?

In many cases, a home claim assessment is needed to determine your claim. Once you've made your claim, a builder or assessor will contact you to arrange a time to attend your property. They’ll determine the cause and extent of the insured damage, and provide us with a report outlining recommended actions and estimated costs. 

Generally the assessment takes place in person at your property, but in some cases we may conduct a virtual assessment using pictures and videos.

How long does an assessment take?

Each claim is different, but a home claim assessment may take anywhere from 30 minutes to several hours, depending on the extent of the damage. The assessor will be able to give you a clearer indication when they call you to book the assessment.

3. Settling your claim

How we settle home building claims 

If the damage to your home is covered by your policy, we’ll settle your claim by doing one of the following:

• If our builder’s assessed quote is less than what your home is insured for (your building sum insured), we can arrange to repair or rebuild your home. If you choose not to accept the offer, you’ll be paid the amount of our builder’s assessed quote.
• If the amount of our builder’s assessed quote is more than your building sum insured, we’ll pay your building sum insured plus any additional covers, less any applicable deductions.
• If you have optional Complete Replacement Cover, we’ll offer to repair or rebuild your home as it was, or pay you the amount of the assessed quote to repair or rebuild your home – without you having to set a specific sum insured. 

For more information on how we settle building claims, refer to the PDS.

How we settle contents claims 

When your claim for loss, theft or damage to your contents is covered, your contents may be replaced, repaired or we may pay you. We will aim to use a member of our supplier network to repair or replace damaged contents. This isn’t always possible, which will determine how your contents claim is settled. If we settle your claim by paying you, we’ll pay you by direct deposit. This won’t be possible where:

• There is pre-existing damage to your contents items, or it is unsafe to repair them.
• We do not have a supplier for the lost or damaged items, or we don't have a supplier available in your area.
• The lost or damaged items cannot be itemised or measured. For example, this could be items that have been completely destroyed, or clothing that needs to be fitted.
• There is no expertise available in Australia to repair the item. For example, with artwork.
• The contents are consumables or low value items.
• Replacement(s for the contents item or items are not available readily at a supplier, or suppliers, convenient to you.

We will tell you if this is the case and we will settle your claim by paying you. For more information on the payment process, refer to the PDS.

Repairing your home and contents 

We provide a guarantee on work we authorise. This means we guarantee the quality of the workmanship for all authorised repairs if we have selected and directly authorised a supplier. 

When repairing or rebuilding your home, if we agree, you may choose to change the design of the home or upgrade parts of it, and can even choose to have the home rebuilt on another site, provided you pay any extra costs involved over and above the assessed quote.

Stay up to date with your claim

The AAMI App is a great way to stay up to date with how your home or contents claim is progressing. Receive real-time claim notifications, track your repair status, message your claim manager, upload and download documents and more – anywhere, anytime. 

Download the AAMI App

Read more:

• How to make a home insurance claim
• Does home insurance cover my mobile phone?
• Home insurance excess explained 

Insurance is issued by AAI Limited ABN 48 005 297 807 AFSL 230859 trading as AAMI. Read the relevant Product Disclosure Statement before buying this insurance. The Target Market Determination is also available. This information applies to new policies or renewal policies starting on or after 24 January 2025. This advice has been prepared without taking into account your particular objectives, financial situations or needs, so you should consider whether it is appropriate for you before acting on it.