Car - policy information/product features

Your policy which includes the relevant PDS and SPDS (if any) and your latest certificate of insurance contain detailed information regarding what is and what is not covered under your policy. Please read your PDS, any SPDS and latest certificate of insurance we have given you for full details of your cover. You can access your PDS (and any SPDS) documents here.

When used in relation to your car, it is the maximum amount we will pay for loss or damage to your car caused by an incident less any deductions that apply, unless we say otherwise in the PDS. It includes the value of any accessories or modifications.

Your sum insured will be shown on your certificate of insurance.

Warning – if your car is underinsured you may be out of pocket

This policy provides limited cover for your car – up to a maximum of $3,000 or $5,000 depending on the level of cover you choose. If the market value of your car is higher than the car sum insured on your policy and we declare it a total loss following an incident, you may suffer a financial loss.

For example, the market value of your car is $8,000 and you take out CarPlus cover. If you have an accident and your car is a total loss, then we’ll pay you the sum insured ($5,000) less any deductions that may apply. In this example, you could be out of pocket by $3,000 or more.

Your certificate of insurance will show the types of excess that you might have to pay if you claim. Depending on the circumstances, you might have to pay more than one type of excess when you claim. There are six different types of excess:

  • Standard excess
  • Additional excess
  • Age excess
  • Inexperienced driver excess
  • Unlisted driver excess
  • Windscreen and window glass excess

For more information about these excess types please read the Product Disclosure Statement.

Please note for Essentials by AAI, you will not be required to pay the standard excess for the first two contents claims or the first two car claims in the period of insurance for each level of cover you have purchased. On the third claim the standard excess is payable.

We have decided not to have a rating (or no claim discount) structure.  We believe that by not having this Essentials by AAI is better positioned to offer more affordable premiums.  Please refer to your PED Guide for further information.

An excess is the amount you may have to pay for each incident when you make a claim. For example, if the rear and front of your car have been damaged in two separate incidents, then you have to make 2 claims and pay the excesses that apply for each claim. The total excess you are required to pay is determined by the circumstances of your claim.

You might have to pay more than one type of excess when you claim. Usually you would pay your excess prior to us paying any claim or provide any benefit under this policy. If you cannot pay your excesses in full you may either:

  • access our financial hardship process to apply to pay the excesses in instalments if agreed to by us; or
  • agree to a cash settlement minus the excess.

The fact we have asked for payment of your excess does not of itself mean that your claim has or will be accepted by us either in whole or in part.

You will not have to pay an excess for an incident where we agree the driver of your car was not at fault, and you can give us the name and address of the other driver or the registration number of the other car.

Car - buying/renewing/cancelling your policy

You can pay your Car Insurance premiums annually, monthly or fortnightly.

If we are prepared to offer renewal of your policy, we will send you a renewal notice at least 14 days before the due date. It will show the amount payable, and the date your payment is due. You must pay your insurance by the due date to ensure cover is maintained.

If you pay your insurance by monthly or fortnightly instalments you do not need to take any payment action, we will continue to debit your account on the same date of each month.

No one wants premiums to rise. Sometimes when you renew your insurance your premium will change even if your personal circumstances have not changed. This is because premiums are affected by a range of factors. Please refer to the PED Guide for further details.

You may cancel this policy at any time by calling us on 1800 429 598 or by sending us your cancellation request in writing. If you cancel this policy outside the cooling off period, you will be refunded the unexpired portion of the premium, less any non-refundable government charges if the refund is more than $1.

Car - making a claim

Unfortunately, accidents can happen to anyone, even the most careful drivers. Make sure everyone is safe and for emergencies please call 1800 429 598. Contact us as soon as possible if you suffer loss or damage, or if there is an incident that could result in a claim.

If you have caused damage to other people’s property

Tell us about any incident that has caused damage to other people’s property. You also must immediately tell us about any demands made on you to pay compensation to others, any court actions or offers of settlement and send these to us. If you do not tell us about these and it results in further costs, you may have to pay those costs.

The total excess you are required to pay is determined by the circumstances of your claim. You will not have to pay an excess for an incident where we agree the driver of your car was not at fault, and you can give us the name and address of the other driver or the registration number of the other car.

With Essentials by AAI car insurance policies, you are able to choose your own repairer, or we can arrange the repairs for you.

If you choose your own repairer, after you obtain a quote from your repairer, we will arrange a time for you to drive your car (if it is safe to do so), or you must let us move it, to one of our assessment centres or repair facilities, or another agreed location. We will authorise the repairs if we agree your repairer’s quote is reasonable once it has been sent to us and will result in your car being repaired safely and in a cost effective manner.

If you allow us to arrange the repairs, we may obtain two competitive quotes from our recommended repairers (where available) and select the most appropriate quote that will see your car repaired safely, and we will manage the repair process for you.

We will arrange to move your car to one of our assessment centres or repair facilities, or to another location nominated or agreed to by us.

In both cases they are able to arrange an assessment and organise repairs to your car if the assessor determines that repairing your vehicle is appropriate. Our Recommended Repairers have been appointed by us because we have assessed the repairer as capable of meeting our strict standards of quality workmanship, timeliness, efficiency and cost effectiveness. If you prefer, you can choose your own repairer. Please call our Claims Call Centre on 1800 429 598 for further information.

If we agree to pay a claim for loss, theft or damage to your car we will decide if we will:

  • pay you what it would cost us to repair or replace the damaged parts of your car; or
  • pay you up to the sum insured limit that you selected for your car; or
  • repair the damage.
  • If you receive any letters of demand from other parties (including their insurer or legal representative) involved in the incident, contact our Claims Call Centre on 1800 429 598 as soon as possible.
  • If you are contacted verbally, advise that you are insured with us and that we will be looking after their claim. Do not admit fault for the damage/accident and do not offer or promise to pay for any costs.
  • Record as much of the other parties details as possible (names, residential addresses, phone numbers and vehicle details) as possible.
  • Contact our Claims Call Centre on 1800 429 598 and advise our consultant of what has happened. We will assist you throughout the claims process.

Car - general information

If you are not satisfied with our products or services or a decision made in relation to your insurance, please let us know so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

For more information about how we deal with a compliant please read the Essentials by AAI Product Disclosure Statement.

Contents - policy information/product features

Your policy which includes the relevant PDS and SPDS (if any) and your latest certificate of insurance contain detailed information regarding what is and what is not covered under your policy. Please read your PDS, any SPDS and latest certificate of insurance we have given you for full details of your cover. You can access your PDS (and any SPDS) documents here.

No, cover is not available under Essentials by AAI for your tools of trade.

No, carpets are not in the list of insured contents items in the Essentials by AAI PDS and are not covered as part of your contents.

No, there is no cover for your insured contents items if you take them with you on holidays.

If you have chosen either ContentsCover or ContentsPlus and you temporarily remove your insured contents items from the insured address to another residence in Australia in which you are temporarily residing then they are covered for loss or damage caused by an insured event at the new location.

The longest period that we will cover insured contents items temporarily removed is 90 consecutive days.

The most we will pay for insured contents items is detailed in the Essentials by AAI Product Disclosure Statement. For a full definition of “new for old”, refer to the Product Disclosure Statement.

If your insured contents items are damaged beyond repair or stolen and we decide to replace any items, we will replace on a “new for old” basis, regardless of age. We can arrange replacements for you.

For a full definition of “new for old”, refer to your Product Disclosure Statement.

Yes, if your insured contents items are at the insured address then they are covered if the place where you live is unoccupied.

No, we do not cover loss or damage to contents items owned by invited visitors. Refer to “What we do not cover – Contents insurance” in the PDS for more details.

We cover your legal liability to pay compensation for death or bodily injury to other people, or loss or damage to their property resulting from an incident which happens anywhere in Australia during the period of insurance:

  • which is unrelated to your ownership of the building or land at the insured address; or
  • if it results from fixtures and fittings attached to the insured address and that you are legally responsible for under a rental agreement; or
  • if you are living in a unit, and/or own the unit and your legal liability is not covered under a building policy which covers that unit.

Contents - buying and renewing your insurance policy

To obtain a quote for Essentials by AAI:

The aim of insurance is to return you or as close as possible to the position that you were in prior to a claim.

Essentials by AAI Contents insurance offers two levels of cover you can choose from – ContentsCover and ContentsPlus.

The table in the PDS shows the contents items we will cover and the maximum we will pay for those items for each incident under each level of cover. The insured items are grouped into item types and a limit applies to each item type. You can claim for any combination of the contents items listed in the table but we will only pay up to the sum insured for the level of cover you have chosen in any one incident.

ContentsCover provides cover for loss or damage to insured contents items caused by a range of insured events, including flood, and comes with some additional features. The sum insured is $10,000.

ContentsPlus provides the same cover as ContentsCover but comes with higher insured item limits and a higher sum insured ($20,000).

You are responsible for deciding which level of cover best suits your needs. The level of cover that applies to your policy will be shown on your certificate of insurance.

Each year, it’s worthwhile considering the new insured contents items purchased during the period of insurance, and call us to if you need to change your sum insured from $10,000 to $20,000. If $20,000 appears to be an inadequate amount, you may be underinsured and should consider another policy which allows you to choose any sum insured, for example, $30,000 or $50,000. Essentials by AAI only provides two levels of cover with a sum insured of either $10,000 or $20,000.

We have convenient payment options to suit everyone:

  • By phone
  • BPAY
  • Pay by the month – monthly payments can be charged to your credit card or deducted from your cheque/savings account
  • Fortnightly – fortnightly payments can be charged to your credit card or deducted from your cheque/savings account or via your Centrelink payment

No one wants premiums to rise. Sometimes when you renew your insurance your premium will change even if your personal circumstances have not changed. This is because premiums are affected by a range of factors. Please refer to the PED Guide for further details.

You will receive a renewal notice at least 14 days prior to your renewal date. The renewal notice outlines the amount payable, the payment options and the next steps.

You also receive your certificate of insurance, which outlines your policy details including; type of cover, level of cover, sum insured and excess amounts.

Please ensure the information on your certificate of insurance is correct, and that you have an adequate level of cover for your contents. If you need to make any changes, please contact us on 1800 429 598.

You must pay for your insurance by the due date to ensure that your cover is maintained.

Late annual payments

If you do not pay the premium due on renewal by the due date, you will have no cover from the due date. If we accept your late payment, we might recommence your cover from the date we receive your payment. If so, you will have no cover for the period from the due date until the date of payment.

Overdue instalments

If you pay your premium by instalments and your instalment is overdue, we can do one or both of the following:

  • refuse to pay a claim if an instalment is 28 days (or more) overdue;
  • cancel your policy if an instalment is 1 month (or more) overdue. We will notify you of the cancellation.

Contents - claims information

Essentials by AAI offers a hassle-free claims service. We can arrange repairs to or replacement of your insured contents items after an approved claim. If we agree to pay a claim for theft or damage to your car, we can decide if we will pay you what it would cost us to repair or replace the damaged parts of your car, or pay up to the sum insured limit that you selected for your car, or repair the damage.

To make a claim please call us on 1800 429 598.

We may ask you for proof of purchase or evidence of value and ownership at the time of claim. This could be a store or credit card receipt, user manuals for recently purchased electrical items, or even a receipt of repair to the item.

We suggest that you store all of your receipts or valuations in a fireproof area or container so that you are able to produce them if you ever need to make a claim.

You may be asked to provide us with a full description of each item or set being claimed and any proof of ownership and value that we ask for. If required, we will decide what is reasonable proof of ownership depending on what is claimed and its age and value.

Please refer to “Describe your loss or damage” section in the Product Disclosure Statement.

When settling claims, we will decide to either:

  • Replace or repair or pay you what it could cost us to replace your insured contents items on a new for old basis; or
  • Repair (or pay you what it would cost us to repair) either on a new for old basis or to a similar condition to what the insured contents items were in before the loss or damage occurred.

However we will not:

  • Pay more than the applicable item type limit or sum insured;
  • Pay extra to replace an insured contents item to a better standard, specification or quality than it was before the loss or damage occurred except as specifically stated in the meaning of “new for old”;
  • Fix a fault that existed before the loss or damage occurred.

Refer to the PDS for more details.

It’s wise to maintain a detailed list of electrical and electronic equipment, which should include makes, models, serial numbers, etc. This will come in handy if you ever need to make a claim.

Photographs will also help us with replacement, and help the police following a burglary.

An excess is the amount you may have to pay for each incident when you make a claim. Sometimes you might have to pay more than one type of excess. The amount and types of excess are shown on your certificate of insurance and described in the PDS.

When you make a claim we will choose whether to deduct the applicable excesses from the amount we pay you or direct you to pay the excesses to us or to the appointed repairer or supplier.

If you are unable to pay any applicable excess due to your financial circumstances, you can ask us to consider alternative ways to pay, e.g. by instalments. Please let our staff know and they will send you information in regards to our financial hardship process.

Contents - safety and security information

Serious house fires can cause extensive property damage and loss of life. Although the number of deaths from house fires is relatively small, all accidental deaths are generally regarded as preventable.

From broken pipes to leaking appliances, water damage is one of the most common causes of damage to a home. However, in many cases water damage can be avoided with routine maintenance. Here are some precautionary measures as recommended by Australian Emergency Management.

Kitchen, bathroom, and laundry rooms

  • Periodically, check under the sink for signs of leaks from water supply lines or drain pipes.
  • If your refrigerator has an icemaker, check the hose connection to make sure it is securely attached to the water supply line.
  • Inspect washing machine hoses regularly for wetness around hose ends and signs of bulging, cracking, or fraying.
  • Don’t flush foreign objects down the toilet.
  • Consider having a professional plumber to inspect and repair pipes.
  • At the start of the cooling season, have the A/C system serviced by a qualified contractor. Periodically change the air filters on a regular basis.

Outside your home

  • Keep roof, valleys, gutters, and downspouts free from buildup of leaves, twigs, and other litter preventing proper drainage. Leaves, debris, and dirt near roof edges or outside the gutters may impair drainage and lead to deterioration.
  • To limit wear and tear, avoid walking on a roof. Only necessary repairs or inspections should warrant walking on the roof.
  • Keep trees trimmed to prevent them from rubbing against the roof or from providing excessive shade.
  • Clean debris from your gutters and inspect them regularly.
  • Consider purchasing gutter shields if your gutters frequently fill with debris.

In case of water damage here are some things you can do to help protect your home:

  • If possible stop the source of the leak.
  • Remove as much water as possible by mopping and sponging.
  • Move paintings, art objects and other valuable items to a safe dry place.  Use fans or air conditioning to circulate air.
  • If a room is covered in water, don’t enter if the electricity supply is still on.
  • Don’t use a vacuum cleaner to extract water from carpet. Remove rugs for drying and cleaning.
  • Make sure you take all the necessary steps to speed up the drying process (open cupboard doors and drawers, lift curtains and drapes off wet carpet etc.).

Having security on your home can act as a precautionary measure to protect you against burglary and theft. Measures that may help maintain a minimum level of security include:

  • Key-operated two-cylinder deadlocks fitted to all external hinged doors
  • Key-operated locks or patio bolts fitted to all external sliding doors
  • Key-operated single cylinder window locks fitted to all accessible windows
  • Security grills or security screens fitted to all accessible windows
  • Local or back to base burglar alarm system installed in the home

Contents - general information

If you are not satisfied with our products or services or a decision made in relation to your insurance, please let us know so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

For more information about how we deal with a complaint please read the Product Disclosure Statement.

Still got a question?

That’s ok, our call centre staff will be happy to answer your question.