Home insurance FAQs

Whether you're a new customer or need to ask about your cover, we're here to help

Your home insurance during coronavirus (COVID-19)

Changes to our opening hours

Some of the call centre times listed in our emails and letters have changed due to the coronavirus situation. 

Because the lines are very busy, and to ensure we can offer the best service, we're constantly reviewing these times.

For quotes, policy queries and renewals you can find our current times below. And to make a claim, you'll need to call your insurer directly – their phone number is on your statement of insurance.

You can also contact us about a policy query by using our online form.



I've been furloughed or become unemployed due to the coronavirus crisis

What if I'm struggling to pay my monthly insurance payment?

We understand that your job or income may be impacted by the coronavirus crisis.

If you're concerned about paying for your insurance, email us at [email protected], or call us on 0370 533 2211 as soon as possible, and we'll try to help.

I'm on furlough or now unemployed – should my policy be updated to reflect this change in occupation?

If you're on furlough, your home insurance is still valid. There's no need to contact us to update your policy.

If you've been made unemployed, let us know using this form. Your policy is still valid. When it's due for renewal, tell us if you're back in employment and we can update your policy.

If I can't pay the rent to my landlord, does my home insurance cover this?

No, protection against rent arrears isn't covered by your home insurance. Usually, your landlord would take out rent guarantee insurance.

Does my home insurance include mortgage repayment protection cover?

No, this isn't covered by your home insurance.



I'm working from home

Does working from home affect my home insurance?

You're covered for doing clerical work at home, such as using a phone and computer, and you don't need to call us about this. Your policy booklet has more details about your cover.

If work-related visitors come to your home, or you need to register your home as a business address, then do tell us about the change in your circumstances. You can call us on 0370 606 1617.

Am I covered if something happens to my work equipment at home?

If your phone or laptop is provided by your employer, then those items are the responsibility of the employer. They won't be covered under your home contents insurance.

But you should still take care of the equipment, so do check with your company for advice.

What level of cover do I have for my own office equipment?

A standard feature of our contents insurance is up to £5,000 for loss or damage to business equipment, which includes computer equipment (but not laptops), photocopiers and office furniture. The most we'll pay for a single item is £2,000.

Our Home Insurance Plus policy increases the cover for loss or damage to business equipment to £10,000.

What about my personal mobile phone, tablet or laptop?

Personal mobile phones, tablets and laptops are classed as valuables on your contents policy. They're covered against insured events such as fire, theft, storm or flood while they're in your home.

You can further protect your valuables and personal belongings, each one worth up to £1,500, with our optional worldwide accidental loss or damage cover. For example, if you accidentally drop your phone or laptop on the kitchen floor and damage it.

If any valuable or personal belonging is worth over £1,500, you'll need to add details of this item on your policy to ensure it's covered at home. You can then choose whether to specify it for worldwide accidental loss or damage cover.

Home Insurance Plus provides a higher level of cover. Unspecified valuables and personal belongings worth up to £5,000 are automatically covered for accidental loss or damage anywhere in the world. Only items worth over £5,000 need to be listed separately.

Valuables aren't covered if they're kept in a domestic garage or outbuilding.

As I'm at home now, there's more risk of accidental damage to my contents and property. Does my insurance cover such damage?

To be covered for accidents, you must have purchased accidental loss or damage cover when you bought the insurance. Depending on the type of insurance, there are cover options for household goods, valuables and personal belongings, and the building itself.

Your statement of insurance will show if you have accidental loss or damage cover, and the policy booklet has more details about it. If you want to add this cover, call us on 0370 606 1617.

A friend or carer is staying with me. Does this affect my insurance?

If the home is occupied by anyone other than you, your family, relatives and domestic employees, then certain restrictions apply.

However, if your friend or carer is staying because of a local lockdown due to coronavirus we'll waive these restrictions. If they continue to stay after the lockdown finishes, you must tell us so we can update your policy.

To protect yourself and others from coronavirus, you should follow the government's guidance on meeting people from outside your household.



I've a claim related to coronavirus

Will my home insurance cover the cost of a deep clean to my property should it become contaminated by coronavirus?

No, you're not covered for the costs of cleaning your property.

My property has suffered damage (from a fire, flood or other named peril) and it's uninhabitable. I'm self-isolating, so can you help me find alternative accommodation?

The priority of the AA and our panel of insurers is the safety of our customers and the wider community.

So we'll provide cover for you as promised in the policy – including funding the cost of alternative accommodation – while acting in accordance with the current advice of the UK government.

Meanwhile, it's vital that you contact us to discuss your claim, to ensure that you're best protected.



I can't return home

I've been quarantined or can't return from abroad, and my home may be left unoccupied for over the 30 day limit on my policy. Will I be covered?

We're taking a pragmatic approach to individuals who are quarantined or stuck abroad, and can't return to their unoccupied property. Call us on 0370 606 1617 for advice.

I'm self-isolating or locked down at a different address. Should I tell you that my home may be unoccupied for over the 30-day limit on my policy?

Again, we're taking a pragmatic approach to individuals who can't return to their unoccupied property. Call us on 0370 606 1617 for advice.

If I'm self-isolating or locked down at a different address, are the belongings I've taken with me covered?

Our home Insurance includes temporary removal cover, but this is restricted to certain situations.

To protect your possessions outside of their usual address, you'll need accidental loss or damage cover for personal belongings, valuables and money worth up to £1,500. Your statement of insurance will show if you have this cover, and the Contents Insurance Policy Booklet has more details about it. If you want to add this cover, call us on 0370 606 1617.



About my home insurance policy

Can you still send my policy documents?

When buying your insurance, you could choose to receive your documents either by email or post.

If you chose email, you can log in and view your documents here.

If you chose documents by post, they won't also be available online.

However, if there are postal delays we may send documents by email as well as post, plus text messages for anything important about your policy.

How long will it take for my policy documents to arrive by post?

Normally, they should arrive within 5 to 7 working days. Due to the coronavirus situation there may be postal delays, so please allow up to 14 working days.

If you requested alternative format documents – large print, audio and braille – they'll now come separately from your standard pack. Again, allow up to 14 days for them to arrive.

How can I renew my policy?

We send you a renewal invitation at least 3 weeks before the policy is due for renewal. It tells you if your policy will renew automatically, or if you need to call to renew.

If you have automatic renewal in place – whether you pay monthly or by annual payment – and the cover still meets your needs, and your details are correct, then you don't need to do anything.

We'll send or email your renewal documents once your policy has renewed.

If you don't have automatic renewal, you'll need to call us on the number in your renewal invitation. Do bear with us, our phone lines are really busy.

What if I have a question about my renewal?

To discuss your renewal, you can call us on the number in your renewal invitation.

We can also help you by email. If your renewal date is more than 10 days away, send your query to our renewals team. They'll get back to you within 2 days.

Can a friend, family member or carer manage my policy on my behalf?

If you're unwell or for any other reason need a trusted friend or family member to contact us about your policy, let us know and we'll add their details to your account.



Your insurance offers

I can't spend my retail shopping voucher at the moment

If you've received a retail shopping voucher from us, we understand that spending it may be not be possible now.

Don't worry, we're giving you longer to spend it. The redemption period has been extended from 3 to 6 months from the date your policy renewed.


Find out how the AA is responding to the coronavirus situation.

I want to buy home insurance

About home insurance

Who underwrites AA Home Insurance?

We set up and administer your policy from the insurers on our home insurance panel. The name of the underwriter will be shown on your home insurance quotation.


Will my building society or mortgage lender accept your policy?

Yes. Although it's not a legal requirement, the lender may specify having buildings insurance as a condition of your mortgage.


Will you insure me if I work from home?

You usually won't have problems with this, but we do have to check with the insurers. Very occasionally some customers have to pay more for their insurance because of the work they do.


About your payment

Can I spread my payments and pay by monthly instalments?

Yes, you can pay by monthly instalments. We'll ask for an initial payment by debit or credit card and the rest of your payment will be made in 11 monthly instalments. Credit will be provided by Automobile Association Insurance Services Limited, and you must be over 18.


How secure is my online payment?

We are committed to keeping your personal details and credit or debit card information private and secure.

All the information you give us online is encrypted by our secure-server software. This means that everything you type in is turned into a secret code that people cannot understand or use on normal equipment before it is sent securely to us.


When does my insurance start?

You can buy your insurance up to 60 days in advance of the policy start date.

So you'll be insured from the chosen start date of the policy when your payment has gone through using a debit or credit card, whether you buy your home insurance online or on the phone.


Will you pay any administration fees if I move away from my current insurer?

Yes. We'll refund up to £25 for buildings insurance and £25 for contents insurance as long as you can provide evidence that you've paid the administration fees.


The buildings cover

Do I get liability cover?

Yes, the owner of the building is covered against liability, loss or damage. We will insure you for all amounts which you have legal liability to pay as the owner – but not occupier – for accidents which happen in or around the property (which result in physical injury to or illness of any person), or loss of or damage to the property.

There is a limit of £2 million for all claims arising from any one accident plus costs and expenses which we agree to in writing.

You are not covered for legal liability as a result of trade, profession or employment within the home.


Are my outbuildings covered, such as the shed, garage or greenhouse?

Yes, a domestic garage and outbuildings are covered if they belong to or form part of the property.


The contents cover

Do I get liability cover?

Yes, the policy will cover you for your liability as occupier of the building, your personal liability, and also your liability to your domestic employees.

As occupier of the building, the cover pays compensation for accidents which happen in or around your property, while personal liability cover pays compensation for accidents not connected with the occupation of your building.

There is a limit of £2 million for all claims arising from any one accident plus costs and expenses which we agree to in writing.

For domestic employees, we will insure you for the liability to pay compensation for causing accidental death, physical injury, disease or illness to any person in your domestic employment within Great Britain, Isle of Man, Channel Islands or Northern Ireland.

There is a limit of £5 million for all claims arising from any one incident including costs and expenses which we agree to in writing.


What is 'new for old' cover?

If you claim for an item that is lost or so damaged that it can't be repaired, we'll pay you whatever it costs to buy a new one at today's purchase price. You won't lose any money when you have to replace an item.

Any cash settlement may also take into account trade discounts.


Do I get accidental damage cover?

Standard AA Home Insurance
The contents policy includes accidental damage cover to non-portable electrical and gas appliances as standard. You can include the rest of your contents for an extra payment.

You can also add accidental damage to your buildings cover, for damage to the fabric of your home, eg floors, walls and ceilings. It can cover accidents like putting your foot through the ceiling, or hammering into a pipe.

Home Insurance Plus
You're covered automatically for accidental damage to your buildings and contents.


I use a mobility scooter – is it covered within the home?

Most of our insurers will cover a mobility scooter, but we do need to know the type and its value. Call us on 0800 316 1567 to arrange cover for your mobility scooter.


Are bicycles covered?

All types of bicycle are covered among personal belongings in your home, with a single article limit of £1,500 (£5,000 on Home Insurance Plus) for each one. They are also covered for theft from your outbuildings or your domestic garage up to £3,000.

You can add details of personal belongings worth over £1,500 (£5,000 on Home Insurance Plus) to ensure they are included on your contents policy. You can also add extra cover to ensure your bikes are covered when you take them away from home.

If you need cover for an electric bike, please call us on 0800 316 1567.


Are the contents of my shed or garage covered, such as a lawnmower or tools?

Standard AA Home Insurance
You'll be covered up to £3,000 for the theft of items from any outbuildings.

Home Insurance Plus
On this policy the cover is increased to £7,500.

Your tools are not covered if they are used in connection with any business, profession or trade.

Do remember to keep your garage, shed and other outbuildings locked.


Is my medical equipment covered, such as oxygen bottles?

Most of our insurers will cover medical equipment, but we do need to know the type and its value. Call us on 0800 316 1567 to arrange cover for your medical equipment.


Can you provide cover for firearms?

Most of our insurers will cover firearms, but we do need to know the type and its value. Call us on 0800 316 1567 to arrange cover for your firearms.


My valuables

What do you class as a valuable, and what do I need to specify on my policy?

Valuables include jewellery, furs(other than sheepskin), watches, items made of gold, silver and other precious metals, photographic equipment (including video cameras and camcorders), portable audio visual, laptops or other computer equipment (which does not include any equipment only capable of use when connected to mains electricity), mobile phones, microscopes, telescopes, binoculars and portable musical instruments.

Pictures and other works of art, and collections or sets of stamps, coins and medals are also classed as valuables.

The insured value of your contents, including valuables and personal belongings, is shown on your statement of insurance. A single article limit of £1,500 (£5,000 on Home Insurance Plus) applies for your valuables and personal belongings.

You will need to add details of personal belongings and valuables worth over £1,500 (£5,000 on Home Insurance Plus) to ensure they are included on your contents policy. You can then choose to cover them for accidental loss or damage in the home or anywhere in the world.

Valuables are not covered if they are kept in a domestic garage or outbuilding.


What about my mobile phone, tablet or laptop?

The contents of your home, including your devices, are covered against insured events such as fire, theft, storm or flood, and they will be replaced as new.

Mobile phones, tablets and laptops are classed as valuables on your contents policy. If any item is worth over £1,500, such as a laptop, you will need to add details of it to ensure it is included on your policy.

You can further insure your mobile devices or laptop with our optional worldwide accidental loss or damage cover. Personal belongings and valuables – each item not exceeding £1,500 – will be covered in the home and anywhere in the world. For example, if you drop a mobile phone on the kitchen floor and damage it, or a laptop is lost or stolen when it's away from home.

If your laptop or mobile device is worth more than £1,500, we can provide optional cover for accidental loss or damage anywhere in the world for specified valuables and personal belongings.

Home Insurance Plus covers unspecified valuables and personal belongings worth up to £5,000 for accidental loss or damage anywhere in the world. Only items worth over £5,000 need to be listed separately.

Valuables are not covered if they are kept in a domestic garage or outbuilding.


Is my musical instrument covered?

Yes, portable musical instruments are classed as valuables in your home, and covered for fire and theft for example.

Portable musical instruments worth over £1,500 (£5,000 on Home Insurance Plus) need to be specified on your statement of insurance to ensure they are included on your contents policy.

You can extend the cover to include accidental loss or damage in the home or anywhere in the world. Portable musical instruments are not covered for damage while being used.

Collections are covered under valuables in the contents policy. What can a collection include?

A collection can include valuables such as sets of stamps, coins and medals, works of art, ceramics and antiques.

You will need to add details of any collections of personal belongings and valuables if the total value of the collection exceeds £1,500 (£5,000 on Home Insurance Plus) to ensure they are included on your contents policy.

You can extend the cover for your collections to include accidental loss or damage in your home and anywhere in the world.


Already with us?

My policy documents

How can I access my policy documents online?

Your policy documents can be found in your online account. It's easy to register if you haven't already done so, and you'll see all your AA policies in one handy place.

If you chose to have the policy documents posted when you purchased the insurance, we can provide them again free by email for you to print, or there's a £1.99 charge to send copies to you.


 

The policy excess

What is a policy excess?

An excess is an amount that you pay towards the cost of a claim. There are two types of policy excess.

Compulsory excess

This is the amount your insurer will ask you to pay towards the cost of a claim. You'll be told how much this will be before you buy insurance. Make sure you're happy with this amount before buying insurance.

Voluntary excess

The amount you'd be prepared to pay on top of the compulsory amount. Discounts are available on the price you pay for your insurance if you want to pay an additional voluntary excess on claims you make.


Making a claim

How do I make a home insurance claim?

Phone the number shown on your statement of insurance as soon as possible to report the loss or damage. You'll be told how to proceed with your claim.

Find out more about how to make a home insurance claim.


Home emergency assistance

How many days do I have to wait before I can get assistance for a home emergency?

Standard AA Home Insurance
You can add Home Emergency Cover when you buy home insurance online. Home Emergency Cover assistance becomes available when your home insurance policy starts.

Home Insurance Plus
Home Emergency Response is included with Home Insurance Plus (buildings) cover, and assistance is available from the start date of your policy.


Home insurance

0800 197 6169

Lines are open Monday to Friday 9am to 6pm, Saturday 9am to 5pm.

Our lines are very busy, but we'll answer your call as soon as we can.

Call now

Call us to renew or change your cover

0800 107 9068

Lines are open Monday to Friday 9am to 6pm, Saturday 9am to 5pm.

Our lines are very busy, but we'll answer your call as soon as we can.

Call now