Home insurance claims

Reporting your loss or damage

How to make your claim

1. Check your policy

Check the loss or damage is covered in the Home Insurance Policy Booklet. Cover and compulsory excesses vary between Silver, Gold and Platinum home insurance.

2. Report the loss or damage

Call the number on your Statement of Fact as soon as possible to report the loss or damage – your policy number is also on the statement. A claims advisor will help you proceed with your claim.

3. Complete a claim form

If you're asked to complete a claim form, return it as soon as possible to the address on the form. Enclose any other information you've been asked to provide, such as valuations or receipts.

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.

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