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 the PDS, any SPDS and latest certificate of insurance for full details of your cover. You can access the PDS (and any SPDS) documents here.

The sum insured is the most you can claim for your insured items in any one incident.

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 – a maximum of $3,000 or $5,000 (less any deductions) if your car is a total loss, 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 it is a total loss following an incident, you may suffer a financial loss.

For example, the market value of your car is $6,000 and you take out CarPlus cover. If you have an accident and your car is a total loss, then the most we’ll pay you is the sum insured ($5,000) less any deductions that may apply. In this example, you could be out of pocket by $1,000 or more.

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

  • Standard excess
  • Age excess (car cover only)
  • Inexperienced driver excess (car cover only)
  • Unlisted driver excess (car cover only)
  • Windscreen and window glass excess (car cover only)

For more information about these excess types please read the PDS.

Please note for Essentials by AAI, The standard excess will not apply to the first 2 claims on your policy (e.g. this could be 1 contents claim and 1 car claim if you have both contents and car cover or 2 claims under either your contents or car cover), you make in any one period of insurance, for each level of cover you have purchased.

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.

An excess is the amount you pay towards the cost of your claim for each incident covered by your policy. The total excess you are required to pay is determined by the circumstances of your claim.

You do not have to pay the standard excess for the first 2 claims on your policy (e.g. this could be 1 contents claim and 1 car claim, if you have both contents and car cover, or 2 claims under either your contents or car cover) you make in any one period of insurance, for each level of cover you have purchased.

If either of your first 2 car claims are for windscreen or window damage only you will not have to pay the standard excess but you will need to pay the windscreen and window glass excess.

If you make 3 or more claims on your policy (e.g. this could be 2 contents claims and 1 car claim if you have both contents and car cover or 3 claims under either your contents or car cover) in any one period of insurance the standard excess will apply, unless your policy states that no excess applies to your claim.

You might have to pay more than one type of excess when you claim. The amount and types of excesses are shown on your certificate of insurance or in the PDS.

If you cannot pay your excesses in full you can either:

  • access our financial hardship process to apply to pay the excesses in instalments; or
  • agree to have the excess(es) deducted from the amount we pay you for your claim (if any).

In relation to any claim where an excess applies, you will not have to pay an excess for an incident where you or the driver of your car didn’t contribute to the accident (this means the other driver was entirely at fault). You may be able to show this by providing a police report or photographs, and you can give us the name and address of the other driver and the registration number of the other car.

Car - buying/renewing/cancelling your policy

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

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 the premium by the due date to get this insurance cover.

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 or about 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 AIG for further details.

You may cancel your policy at any time by calling us on 1800 429 598 or by sending us your cancellation request in writing.

You can contact us to return the policy within 21 days from the start date of your policy (including on renewal). This is called the cooling off period. As long as you have not made a claim during this period, we will refund in full the money you paid for your policy (including GST if applicable), but you will not have any cover under the policy.

For each cover cancelled outside the cooling off period, you will be refunded the unexpired portion of the premium less any non-refundable government charges. We will not give a refund if the refund due is less than $1 (GST inclusive).

If you pay by instalments, on cancellation you agree to pay us any portion of the premium that is owing but not yet paid.

Car - making a claim

Unfortunately, accidents can happen to anyone, even the most careful drivers. Make sure everyone is safe.

Contact us as soon as possible on 1800 429 598 if you suffer loss or damage, or if there is an incident that could result in a claim. Where possible, please have details of any other parties or vehicles involved (including registration number of the vehicle).

If you have caused damage to other people’s property

As soon as possible tell us about any incident that has caused damage to other people’s property. Also advise us about any demands made on you to pay compensation to others, any court actions or offers of settlement and send these to us. The quicker we receive these, the better placed we will be to protect your interests.

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. In relation to any claim where an excess applies, you will not have to pay an excess for an incident where the driver of your car was not at fault, and you can give us the name and address of the other driver and the registration number of the other car.

The standard excess will not apply to the first 2 claims on your policy (e.g. this could be 1 contents claim and 1 car claim if you have both contents and car cover or 2 claims under either your contents or car cover), you make in any one period of insurance, for each level of cover you have purchased.

No, we choose the repairer and will arrange the repairs. For more information refer to “How are claims paid”.

We will arrange the repairs to your car with one of our preferred repairers:

  • if your car is not safe to drive, we will arrange to move your car to one of our preferred repairers or another location agreed by us;
  • if your car is safe to drive, we will arrange a time with you to bring your car into one of our preferred repairers or another location agreed by us;
  • we obtain quotes from our preferred repairers (where required) and select the most appropriate quote;
  • we authorise the repairs based on the most appropriate quote and manage the repair process with the repairer.

Please call our Claims Call Centre on 1800 429 598 for further information.

If your claim for loss, theft or damage to your car is covered under your policy we will either:

  • repair or replace the damaged parts of your car using one of our preferred repairers;
  • pay you the amount of the assessed quote from our preferred repairer when our preferred repairer is able to complete the repair or replace the damaged parts of your car but you request a cash settlement;
  • pay you the amount of the assessed quote from your repairer if one of our preferred repairers cannot complete the repair or replace the damaged parts of your car;
  • settle your claim as a total loss
  • 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).
  • 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 experience a problem, are not satisfied with our products or services or a decision we have made, let us know so that we can help.

Contact us on 1800 429 598 or customer.relations@essentialsbyaai.com.au. If you would like to access more information about our Complaints Process, please visit our Customer Relations page.

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 the PDS, any SPDS and latest certificate of insurance for full details of your cover. You can access the 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 PDS. Refer to ‘What we cover as insured contents items’ in the PDS.

If your insured contents items are damaged beyond repair or stolen you have the option to accept a replacement on a “new for old” basis, regardless of age sourced through our supplier network.

New for old means:

  • New materials, new items
  • New for old, regardless of age
  • Same type, standard and specification as when new

For a full definition of “new for old”, refer to the PDS.

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 ‘About your contents insurance cover – Who we cover – You/Your’ in the PDS for more details.

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

  • which is unrelated to your ownership of the building, unit or land at the insured address; or
  • which relates to your ownership of the unit at the insured address and your legal liability is not covered under a building policy that covers that unit; or
  • if it results from fixtures and fittings attached to the insured address and that you are legally responsible for under a rental agreement.
  • The most we will pay for all claims from any one incident for legal liability covered under the contents section of this policy is $20 million, including all associated legal costs.

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 contents 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 up to $10,000.

ContentsPlus provides the same cover as ContentsCover but comes with a higher sum insured (up to $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 up to $10,000 to up to $20,000. If up to $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 up to $10,000 or up to $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 AIG 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.

Contents - claims information

We offer a hassle free claims service. Simply contact us as soon as possible by calling 1800 429 598.

If you delay reporting your claim, we may not pay for any additional loss, damage or liability caused by your delay. When you contact us, provide the details of what has happened (e.g. storm damage or a list of stolen items). For electrical items, please have details about the make and model handy.

We may ask you for proof of value, ownership or loss for items claimed. Ways to do this include copies of receipts of purchase, warranties or photographs.

Please refer to “Describe your loss or damage” section in the PDS.

When your claim for loss theft or damage to your contents is covered, your contents may be replaced, repaired or we may pay you.

We use a member of our supplier network to repair or replace damaged contents. How we settle will depend on the circumstances of the claim. If the cost of repair or replacement exceeds your contents sum insured or the applicable limit, you will be paid your sum insured.

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 pay towards the cost of your claim for each incident covered by your policy. 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. The amount and types of excess are shown on your certificate of insurance or in the PDS.

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 have the excess(es) deducted from the amount we pay you for your claim (if any).

Please let our staff know and they will send you information about our financial hardship process.

The standard excess will not apply to the first 2 claims on your policy (e.g. this could be 1 contents claim and 1 car claim if you have both contents and car cover or 2 claims under either your contents or car cover), you make in any one period of insurance, for each level of cover you have purchased.

If you make 3 or more claims on your policy (e.g. this could be 2 contents claims and 1 car claim if you have both contents and car cover or 3 claims under either your contents or car cover) in any one period of insurance the standard excess will apply, unless your policy states that no excess applies to your claim.

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 experience a problem, are not satisfied with our products or services or a decision we have made, let us know so that we can help.

Contact us on 1800 429 598 or customer.relations@essentialsbyaai.com.au. If you would like to access more information about our Complaints Process, please visit our Customer Relations page.

Still got a question?

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

This content applies to new policies and renewal policies with a start date after 15 March 2021.