AAMI offers flood cover
We offer cover for loss or damage caused by flood1 with Home Building Insurance, Home Contents Insurance and Landlord Insurance2 unless you have Fire and Theft Contents Insurance or have opted to remove this cover from your policy.
If you have removed flood cover from an existing policy, your certificate of insurance will show this limitation in your cover.
Limits, conditions and exclusions apply. Read your applicable Product Disclosure Statement (PDS) for full details.
Preparation checklist
Use this handy checklist to help get your home ready for a flood.
How to get in touch if you need support
Live chat
Contact our dedicated Claims Team via live chat.
8am – 9pm Monday – Friday AEDT
9am – 5pm Saturday – Sunday AEDT
Emergency services and support
Emergency support services
Community support services
How you can learn more
Our Customer Brochures include information about our claims process and other valuable topics, as well as frequently asked questions. Click below to learn more.
1 Actions or movements of the sea and storm surge are not covered (unless the storm surge damage occurs at the same time as damage caused by storm). Other exclusions apply.
2 This amount may be less than what it would cost you to arrange repairs or rebuild with your own builder. We’re able to secure discounts through our supplier network.
What you need to know
You can help speed up your claim by having a few things ready.
You’ll need:
- your policy number
- a description of what happened
- photos of the damaged area, and
- receipts or proof of value for contents items if you have contents cover.
If you don’t have everything on hand right now, don’t worry. You can add things like receipts and photos later.
- Lodge your claim
- Log in to your AAMI account and select your policy.
- Follow the guided prompts. Add photos, documents and other details.
- You can still make a claim over the phone, but please keep in mind there may be a long wait time after floods.
- Assessment
- Generally, if your home has been damaged, we’ll organise an assessment once you’ve lodged your claim.
- The assessment can be done on-site or virtually, depending on the extent of the damage.
- It 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.
- During the assessment process, we use photos, descriptions and the cost to replace, repair or clean any damaged contents items.
- Track your claim
- Once we have agreed to accept your claim, we will keep you updated on its progress whether we are repairing or rebuilding your home, repairing or replacing your contents or providing you with a cash settlement.
- You can use the AAMI App to track your claim as it progresses.
- The AAMI App is also a convenient way to upload photos, receipts and other supporting documents after you lodged your claim.
- Finalise your claim
- If we have accepted your claim, it will be considered finalised after we have completed any repairs, replacements or made a cash settlement payment to you.
How we can help
Emergency support
When your home has been damaged in an incident covered by your policy, we may arrange emergency repairs to help prevent further damage. Emergency repairs may be available if you have AAMI Home Building or Landlord Building cover1, but limits, conditions and exclusions apply. Your applicable Product Disclosure Statement (PDS) will give you the full details.
Sometimes the home can be lived in, while other times it can’t. When lodging your claim, please let us know if your home requires temporary or emergency repairs as soon as you can.
We can arrange for a builder from our supplier network to complete any temporary work that may be needed.
Temporary accommodation
If you can't live in your home due to an insured event covered by your policy, you may be entitled to reasonable and necessary temporary accommodation costs until your home is repaired or rebuilt so it can be lived in again, or you reach your policy limit.
Limits, conditions and exclusions apply. If you’re not sure whether this applies to you, or you want more information on limits and exclusions, check your PDS or get in touch to discuss.
Financial hardship assistance
We’re here to help our customers during challenging times. If you are experiencing financial hardship after being affected by the flood, we can help you access support and services.
If you are in a vulnerable situation
We understand that sometimes you may need extra care and support in difficult times in your life. We are committed to looking after your needs with sensitivity, dignity, respect, and compassion. Please let us know and we can work together to help find the support you need.
How to get in touch
AAMI’s on the ground to help
Our customer support teams will be on the ground in heavily impacted areas to help with claims face to face.
Live chat
Contact our dedicated Claims Team via live chat.
8am – 9pm Monday – Friday AEDT
9am – 5pm Saturday – Sunday AEDT
How you can learn more
Our Customer Brochures include information about our claims process and other valuable topics, as well as frequently asked questions. Click below to learn more.
Emergency services and support
Emergency support services
Community support services
Frequently asked questions
A “flood” means the covering of normally dry land by water that has escaped or been released from the normal confines of:
- a lake, river, creek or another natural watercourse (whether or not these have been altered or modified),
- a reservoir,
- a canal, or
- a dam.
We do not insure you for flood in the first 72 hours of a new policy. Very limited exceptions apply. You can learn more about this coverage in the Product Disclosure Statement (PDS).
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.
You can lodge a claim without paying your excess. Our Claims Team will discuss payment options with you.
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.
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.
1 This amount may be less than what it would cost you to arrange repairs or rebuild with your own builder. We’re able to secure discounts through our supplier network.
Disclaimer
Limits, conditions and exclusions apply.
Insurance issued by AAI Limited ABN 48 005 297 807 trading as AAMI. Read the Product Disclosure Statement before buying this insurance. Go to aami.com.au for a copy. Target Market Determination also available. 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.
The information is intended to be of a general nature only. Subject to any rights you may have under any law, we do not accept any loss or damage, including loss of business or profits or any other indirect loss, incurred as a result of reliance upon it. Please make your own enquiries.
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