Home insurance FAQs

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.

If they do need a copy of your policy documents, they 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 initially purchased the insurance, we can provide them again free by email or post.

What is a policy excess?

This is how much you must pay towards the cost of a claim.

It's a combination of a compulsory and a voluntary excess, and the total amount is shown on your quote.

Compulsory excess – this is the amount the insurer says you'll have to pay towards each claim.

Voluntary excess – this is how much you select to pay on top of the compulsory excess.

The compulsory excess varies between Silver, Gold and Platinum home insurance for certain claims, and Platinum can have a lower excess.

Make sure that you're comfortable with the policy excess before you buy the insurance.

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 doesn't 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, medals, ceramics and antiques are also classed as valuables.

So long as each item is worth no more than £2,000, then valuables are covered among your contents against insured events such as fire, theft, storm or flood while they're in your home.

Sofas and TVs are not classed as valuables.

If an item is worth more than £2,000, you'll need to add details of it on your policy to ensure it's covered.

Platinum contents insurance comes with accidental damage cover for contents inside your home. This is optional with Silver and Gold for an extra payment.

You can further protect valuables worth up to £2,000 each against loss or damage away from home with Personal Possessions cover. This is optional with Silver and Gold for an extra payment, but comes included with Platinum contents insurance, which provides a standard cover amount of £2,500. This can be increased depending on the combined value of your valuables and personal possessions.

You can also add Personal Possessions cover to items worth over £2,000 once they're specified on your policy.

The insured value of all your contents will be shown on your Statement of Insurance.

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

What about my 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.

If the items are worth over £2,000, you'll need to specify them on your policy.

More about extra cover for valuables.

Is my musical instrument covered?

Yes, portable musical instruments 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.

If the instruments are worth over £2,000, you'll need to specify them on your policy.

Do I get liability cover?

Yes, the owner of the building is covered against liability, loss or damage. We'll 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're 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.

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'll 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?

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.

Do I get accidental damage cover?

Platinum contents insurance comes with accidental damage cover for your contents. This is optional with Silver and Gold for an extra payment.

Accidental damage cover for the structure of your home is inclusive with Platinum buildings insurance. It covers floors, walls and ceilings, and accidents like putting your foot through the ceiling, or hammering into a pipe. This cover is optional with Silver and Gold for an extra payment.

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 262 050 to arrange cover for your mobility scooter.

Are bicycles covered?

Pedal cycles are covered as personal possessions in your home, so long as each one is worth no more than £2,000.

They include e-bikes, or electrically assisted pedal cycles, with a maximum 250 watt motor and an unassisted speed of no more than 15.5 mph.

Your pedal cycles are covered for theft from indoors, outbuildings or a domestic garage. The level of cover depends on whether you have Silver, Gold or Platinum contents insurance.

You can add details of personal possessions worth over £2,000 to your contents policy, and extra cover to ensure your bikes are protected when you take them away from home.

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

You'll be covered up to £2,000 with Silver contents insurance, up to £3,000 with Gold and up to £5,000 with Platinum.

Your tools are not covered if they're 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.

Does working from home affect my home insurance?

If you're doing clerical work at home for your employer, such as using a phone and computer, we don't need to show this on your policy.

However, if your property is registered as a business address, work-related visitors come to your home, or stock is kept on the premises, then you'll need to tell us.

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?

Gold contents insurance provides up to £5,000 for loss or damage to home office equipment, which includes computers, photocopiers and office furniture. The limit for Platinum is £7,500.

The most we'll pay for a single item is £2,000.

Silver contents insurance doesn't cover your own office equipment in the home.

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.

More about extra cover for valuables.

I've adapted an outbuilding as a home office. Is my business equipment covered there?

Do tell us if you've adapted part of your property as an office, just to make sure you're fully covered.

Valuables, such as personal mobile phones, tablets and laptops, and money aren't covered for theft from an outbuilding.

The other contents of your outbuilding will be covered up to £2,000 with Silver contents insurance, up to £3,000 with Gold and up to £5,000 with Platinum.

Remember, the outbuilding must be kept locked when you're not working in it.

Can I spread my payment in monthly instalments?

Yes, you can pay by monthly instalments. When you buy your insurance by monthly instalments an initial deposit is paid by card, then the rest of your payment will be made in 11 monthly instalments by Direct Debit.

The dates of the instalments will be shown in the Credit Agreement sent to you by post – it takes about 5 working days to arrive.

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 30 days before the policy start date.

So when you pay using a debit or credit card, whether online or on the phone, you'll be insured from the chosen start date of the policy.

If you get a home insurance quote online, you can use the reference to retrieve the quote for 28 days, as long as your details are the same.

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.

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. The advisor will tell you how to proceed with your claim.

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

How soon can I get assistance?

You can add Home Emergency and Boiler Cover when you buy Silver or Gold home insurance online.

Home Emergency and Boiler Cover is already included with Platinum buildings insurance and Platinum buildings and contents insurance.

Home Emergency and Boiler Cover assistance becomes available when your home insurance policy starts.