Home insurance claims
Reporting your loss or damage
What if I need to make urgent repairs?
- First, take photos of the loss or damage before any necessary repairs are done.
- If you do pay a tradesman to make repairs to prevent further loss or damage, ask for receipts and keep them safe.
- For non-urgent repairs or replacements, please follow the instructions we give you. We may ask you to get estimates before agreeing to any work.
- In all cases, please don't dispose of any damaged items until we've had a chance to inspect them.
What if my home has been burgled?
- Call the police straightaway and make a note of the crime number they give you.
- You must also notify the police if loss or damage has been caused by attempted theft, malicious people or any civil commotion.
How to make a claim for a home emergency or a boiler breakdown
You can arrange and pay for your own repair, and then send your claim for reimbursement.
All costs for the repair must be within the policy limit up to £500 per claim (including VAT) for call out, labour, parts and materials.
First, we'll need the following details to start the claim:
- Policyholder name, address and contact details
- AA Home Insurance policy number
- A brief description of the issue, such as a leak from the roof
Email your claim details to:
► [email protected]You'll then receive a form to fill in and attach a copy of the work invoice showing:
- Labour charge (the tradesperson or a Gas Safe heating engineer who attended the emergency)
- Cost of any parts and materials
- Proof of payment
Return the form and related paperwork to the address given. The claim will take 2 days to process, and payment within 10 working days.
FAQs
Registering your claim
Who do I phone to register my claim?
You register your claim directly with the insurer. Their contact details are on your Statement of Fact, which tells you what level of cover you have, the excesses on your policy and also your policy number.
What will they ask when I call to register a claim?
They'll ask you what happened and when it happened, and what action you've taken so far. Then you'll be asked what you're claiming for and the approximate cost(s) involved.
What information must I provide to support my claim?
Receipts, guarantees, instruction manuals, valuations or photographs of your valuables can help to support a claim on these items. By valuables we mean items such as jewellery, watches, works of art and collections, and items made of gold or silver.
You may be asked to provide estimates or invoices for the repair or replacement of your contents. If the claim involves a building repair, normally two estimates are required for comparison.
If the incident involves theft or criminal damage, or if any property has been lost outside of the home, call the police straightaway and make a note of the crime number they give you.
Who are approved suppliers and specialists?
Some insurers have approved suppliers, specialists and claim adjusters who may inspect damage or replace goods on the insurer's behalf. Details of a supplier or specialist for your claim will be discussed when you report the incident.
How long will it take to sort out my claim?
Some claims are more straightforward than others – when you call to register your claim, the claims advisor will give you an estimate of the timescale involved.
About your policy
How will I know if my claim is covered by my policy?
You can check if any loss or damage is covered in the Home Insurance Policy Booklet. Cover and compulsory excesses vary between Silver, Gold and Platinum home insurance.
You can also log in to check your policy documents.
Wherever possible, your insurer will tell you during your first call whether your claim is covered.
What is a policy excess?
The total policy excess is the amount of a claim that you agree to pay – your insurer will cover the remaining amount. Details of the excess are in your Statement of Fact.
The insurer may deduct the excess from the settlement of your claim, or alternatively the appointed specialist or supplier will collect this amount from you on our behalf.
Is my policy 'new for old'?
Yes. We'll replace any lost, stolen or damaged items with new ones where available, or give you the cash.
If a cash settlement is agreed for any items, it will be limited to the replacement cost to us. The Home Insurance Policy Booklet has full details.
What should I do if I believe my house is suffering from subsidence?
Subsidence is the downward movement of the ground supporting your house. It usually results in small diagonal cracks to the weaker parts of the home, typically above and below windows and doors. Contact your insurer directly and they'll advise you on the next steps.
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