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Frequently Asked Questions

Everything you need to know about Aviva home insurance


Do you offer no-claims discount on a home insurance policy?

Yes, we offer up to 5 years No-claims Discount on a sliding scale, based on the number of years you have held a claim free household policy in your own name. If you are a first time buyer or have had no previous insurance, we will give you an introductory no-claims discount of 25% which is equivalent to three years claims-free.


What will be insured under my home insurance policy?

When you become an Aviva home policy customer your policy booklet and policy schedule shows you what Events you are insured against. You can also view our HomeCare Policy Document online.

For your policy to operate an Insured Event has to occur. See the following examples on a standard Buildings & Contents policy:

Scenario 1:
A storm is the cause of damage to your roof allowing water to leak in. We will provide cover for loss or damage to your roof as a result of Storm damage as “Storm” is an Insured Event on your policy. Cover is subject to the roof being kept in good repair prior to the damage.

Scenario 2:
Water leaks in through your roof as a result of wear and tear of the roof. Wear and Tear is not an Insured Event on your policy, therefore there is no cover. Your policy booklet and policy schedule shows you what Events you are insured against.

What is Optional Cover for Items?

Optional Cover for Items protects jewellery, personal belongings, bicycles and money against loss, theft of, or accidental damage to any of these items up to a limit (see below table for explanation) whether in your home or away from it, subject to the single article limits. Items in excess of the single article limit can be specified separately by you. Both of these options (Unspecified or Specified items) are subject to the terms and conditions of your policy.

This is designed to cover high-risk and valuable items while away from your home including jewellery, watches, cameras, binoculars and sports equipment. There are three options to choose from online. The table below shows what options are available, and the limits under each option.

Option Cover Total Amount Single Article Limit Bicycle Limit Personal Money
A €5,000 €1,500 €500 €130
B €7,500 €2,500 €500 €130
C €15,000 €3,500 €500 €200

For example, Option A would cover five items worth €1000 each. A Single Article Limit is the maximum amount that any ONE item can cost to replace. (i.e. a ring worth €1000 would be covered with a Single Article Limit of €1,500)

If you need cover for a single item that is worth more than the Single Article Limit of the options above, please contact us on 1890 332 211 for further assistance (certain conditions may apply).

Items such as Mobile Phones, or Laptop Computers need to be specifically named on your schedule, and are not automatically covered by the Optional Cover option on your policy. Hearing Aids are not covered by the Homecare policy.

What is an excess?

The excess is the first amount that Aviva will not cover and you will have to pay yourself. The excess can differ for each insured event (you may have different excess amounts for a fire, leaking water and subsidence, for instance.)

As an illustration: damage to your property is estimated to be €1500 and your policy excess is €275. Aviva will expect you to pay the first €275 of the claim and will pay the remaining €1225 in accordance with your policy.

What is sum insured?

The amount shown in your schedule as the most that we will pay for claims resulting from one incident.

What are valuables?

Valuables - Jewellery, furs, items of precious metals, pictures and works of art.

What is the re-build value of my house?

We strongly recommend that you work out your rebuilding costs using the Society of Chartered Surveyors' guidelines and carry out an inventory to work out the replacement costs of your home contents. Customer Service will be happy to adjust your sums insured in line with this. You can find helpful guidelines on the Society of Chartered Surveyors' website at www.scsi.ie.

What is an Endorsement?

This means there has been a change to the cover/conditions of the contract.

For example you can get a discount on your home policy if you state you have an approved intruder alarm. If you do not have the alarm turned on when no one is at home and you are burgled then Aviva will doublethe excess for that claim. This is what is known as an endorsement so it is very important you comply with any endorsements on the policy. See your schedule for any endorsements on your policy.

Existing customers

How do I make changes to my policy after it has started?

Contact our Customer Care Department on 1890 33 55 77.

How do I cancel my policy?

Contact our Customer Care Department on 1890 33 55 77.

Can someone else ring on my behalf?

Yes. However, under the Data Protection Act we are limited in the information we can share without the Data Subject’s consent. It is therefore Aviva’s business policy to get the policyholder’s consent to deal with somebody acting on the policyholder’s behalf.

What happens if I move house?

Contact our customer care department on 1890 33 55 77 and they will process the change of address on your policy, following completion of a satisfactory proposal form, answering questions relating to your new address.

How much of a No-Claims Discount have I built up?

If you have a No-Claims Discount this will be stated on your Policy Schedule. A Policy Schedule is issued when you take the policy out with Aviva and is issued at each renewal.


Who do I call to make a claim on my home insurance?

Call 1890 666 888 from 9am - 5pm, Monday to Friday, to talk immediately to an experienced claims adviser. Have your policy number to hand when you call.

Calling outside office hours?

No problem. Our staff will take the basic details of your claim and a claims adviser will follow up with you the next working day.

If you have an emergency, such as damage to your roof, a burst pipe or broken window, we can provide rapid access to tradesmen and repairers via our Help in a home emerency cover. The Help in a home emergency number is 1850 565 556 and can be phoned anytime, any day.

Is it worth claiming?

If you are thinking of claiming it is best to call our Claims team on 1890 666 888 during working hours 9am – 5pm Monday – Friday. One of our experienced claims advisers can discuss your options so you can make an informed decision that’s best for you.

How do I know if I am covered?

Call our dedicated claim number on 1890 666 888. One of our experienced claims advisers can determine if you have cover or they may appoint a Loss Adjuster to investigate further if necessary.

We advise customers to refer to their policy booklet and policy schedule before calling. These documents show what you are covered for and what exclusions may apply.

What happens if I am late notifying a claim?

Failure to notify Aviva immediately may prejudice your claim. As stated above it is best to call our Claims team on 1890 666 888 during working hours 9am – 5pm Monday – Friday. One of our experienced claims advisers can discuss your options even if you are only thinking of claiming.

Do I need to complete a claim form?

No, we take all the relevant details over the phone and appoint a Loss Adjuster in some cases to gather further information.

If I only have a small claim will it affect my No-Claims Discount?

Yes, regardless of the amount of your claim it will still affect the No-Claims Discount in the same way. An exception to this is jury duty.

Will I lose my No-Claims Discount if I change my mind about claiming?

You will only lose your No-Claims Discount if Aviva make a payment on your claim, therefore if you are thinking of claiming it is best to contact us so you can make an informed decision.

You can notify a claim for records only or cancel a claim further down the line without it affecting your No-Claims Discount, as long as Aviva have made no settlement payments.

Can I repay a claim at a later date to reinstate my No-Claims Discount?

Yes, please contact our Property Claims Team on 1890 666 888 to discuss how.

What is an excess?

The excess is the first amount that Aviva will not cover and you will have to pay yourself. The excess can differ for each insured event (you may have different excess amounts for a fire, leaking water and subsidence, for instance.)

As an illustration: damage to your property is estimated to be €1500 and your policy excess is €275. Aviva will expect you to pay the first €275 of the claim and will pay the remaining €1225 in accordance with your policy.

How long will my claim take?

The complexity of the claim will determine how long it takes and how it is managed. Sometimes, a claims adviser can settle the claim over the phone with for example some photos of the damaged or lost property, receipts, quotes and/or an estimated size of the affected area of your home.

In other cases we may appoint a Loss Adjuster to meet with you to discuss your claim on our behalf. If that is the case the Loss Adjuster will contact you to arrange a suitable appointment.

Or if you are in the Leinster area and your home is damaged due to escape of water, fire or storm, we may appoint Aviva Property Services to call out to your home to estimate the damage and once the claim is validated repairs can be carried out.

Above all, don’t worry- our experienced claims advisers are there to guide you through the entire process.

What is the Aviva Property Team?

The Aviva Property Team is made up of experienced Claims Advisers. They will advise you on first notification of the claim on next steps and what you need to submit to progress your claim.

They also manage smaller claims over the phone and can settle smaller claims based on photographs of the damage, an estimate for repair together with measurements of the affected room or area for example.

What is Aviva Property Services?

Aviva Property Services is a partnership between Aviva and Glenbeigh Fire & Flood who are an Irish owned company with 30 years experience in the construction and refurbishment business. In the event of a claim, Aviva Property Services provide you with a fast and reliable service. We measure customer satisfaction following each repair.

Aviva Property Services repair damage to buildings caused by burst pipes, storm, flood, fire, smoke and impact damage. 

Why Aviva Property Services?

Less Paperwork

  • No need to get a repair estimate – we do this for you.
  • Work can start immediately once claim validated.
  • You are responsible for the policy excess that may apply

Peace of Mind

At a time that suits you:

  • We provide a quick response for inspecting the damage and scoping the cost of repair.
  • We carry out essential repairs to your property to minimise disruption to you
  • We agree the work that has to be done with you.
  • We repair the damage.
  • We can provide secure storage for contents where required.

Great Service

  • Access to a reputable Irish owned company.
  • Quality repair with a full 12 month guarantee on all work carried out.
  • We seek to survey every customer upon completion of repair to ensure excellent customer satisfaction 

Aviva Property Services can repair damage caused by burst pipes, storms, floods, fire, smoke and impact. So if you live in Carlow, Dublin, Kildare, Kilkenny, Laois, Louth, Meath, Wexford and Wicklow, this might just make life a little easier.

What is a Loss Adjuster?

A Loss Adjuster is a property claims expert appointed by Aviva to investigate and handle the property claim on Aviva’s behalf. The Loss Adjuster is there to help you so do not hesitate to contact them with any queries.

What Loss Adjusters do Aviva use?

We have our own in-house, qualified and experienced, Loss Adjusters and we may appoint our own Loss Adjusters to investigate and settle claims.

We also use the following Loss Adjusting firms to investigate and settle claims:

Head Office: Merrion Hall, Strand Road, Sandymount, Dublin 4
Tel: 01 661 5344
Email: info@osg.ie

Cunningham Lindsey Head office:
The Penthouse, Block B, Cookstown Court, Old Belgard Road, Tallaght, Dublin 24
Tel: 01 207 5100
Email: info@cl-ie.com

How soon will the Loss Adjuster contact me after I notify Aviva?

If Aviva have appointed a Loss Adjuster then the Loss Adjuster/Adjuster’s office should be in contact with you within 1 working day. Please note this may take longer during busy periods such as severe weather events.

Why does the Loss Adjuster measure my house?

Our Loss Adjusters measure your house to determine if the sum you have insured your house for is sufficient.

In order to do this, the Loss Adjuster sometimes may have to access areas of the property which are not affected by the claim. The Loss Adjuster will advise you if they feel the sum insured is inadequate. If the sum insured is too low this may affect the settlement. The Loss Adjuster will also advise you if your sum insured may be too high.

If a Loss Adjuster is appointed, who do I contact with claim queries?

The Loss Adjuster handles everything on Aviva’s behalf; therefore any queries should be directed to the Loss Adjuster. A contact number will be provided at notification.

I am unhappy with how the Loss Adjuster is handling my claim.

If you are unhappy with the way a Loss Adjuster is handling your claim you can either raise the matter with the Loss Adjusting firm or you can highlight this to Aviva by contacting us on 1890 666 888. We will look to resolve any issues you may be having.

What is a Public Loss Assessor?

Similar to a Loss Adjuster, a Public Loss Assessor is a property expert that you can hire to handle the claim on your behalf. You should ensure that they are registered with the Central Bank of Ireland on their website: www.centralbank.ie. The cost of a Public Loss Assessor is not covered under your policy.

Do I have to hire a Public Loss Assessor?

You do not have to hire a Loss Assessor but people hire a Loss Assessor for different reasons, some because they are too busy to deal directly with our Loss Adjuster or the claim is complex. The cost of a Public Loss Assessor is not covered under your policy.

What happens if I am under insured?

When your home is under insured, you may be required to bear a proportionate part of your claim. Either the Loss Adjuster or an Aviva claims adviser will explain this to you in more detail should you need to make a claim on your policy of insurance.

Who will repair my home?

If you are in Carlow, Dublin, Kildare, Kilkenny, Laois, Louth, Meath, Wexford and Wicklow we will instruct Aviva Property Services to repair your home and once the claim is validated repairs can start immediately.

Or, we may instruct our Loss Adjuster to inspect the damage and document the extent of the damage, then discuss and agree settlement with you. Our Loss Adjuster will negotiate a fair price with your contractor for the work required to repair or reinstate the property.

If you have a sudden emergency in your home, such as damage to your roof or a burst pipe or broken window we can provide rapid access to tradesmen and repairers via our Help in a home emergency helpline.

The Help in a home emergency number is 1800 565 556 which is open 24/7.

Can I dispose of damaged contents?

Do not dispose of contents yet. Place destroyed items outside of the house, photograph them and keep receipts, brochures and manuals where possible. Dispose of fridge and freezer contents, but not before photographing and listing them.

What is Betterment?

Betterment applies when you are left in a better position after the settlement from Aviva than before the incident occurred. As a result Aviva may look for a contribution from you and make the necessary deductions from the settlement.

Where do I post documents such as estimates etc.?

If a Loss Adjuster is appointed by Aviva the documents should be send directly to the Loss Adjuster. Email is the quickest way to send documents to the Loss Adjuster who would have provided full contact details to you on first contacting you.

If you wish to post the documents send them to the Loss Adjusters office address or if the Loss Adjuster is an Aviva Loss Adjuster send them to the Claims Team in Galway – address below.

If no Loss Adjuster has been appointed then the documents and photos should be emailed to your claims adviser directly.

Please note your claims reference number clearly on all correspondence.

If you are posting documents to Aviva our address is:
Aviva Insurance Ireland DAC
Property Claims
Western Distributor Road
Co. Galway.

What about immediate costs that might be incurred?

Provided cover is in order, an interim payment can be recommended from Aviva on your behalf in order to provide monies to you for immediate outlays such as alternative accommodation, purchase of essential items that have been damaged such as medicines, clothing and food stuffs.

What is Retention?

To help our customers fund the costs of repairs before completion the Loss Adjuster appointed by Aviva may decide to issue the bulk of the settlement agreed but hold back a percentage of it. The percentage held back will be released when evidence is provided that repairs are fully complete.

How soon will I receive payment after I agree settlement?

If our Claims team are settling the claim then payment can be requested immediately following settlement agreement.  If you choose to be paid by Electronic Fund Transfer (EFT) payment can be in your account in 2-3 working days.

If your claim is with  a Loss Adjuster  and they have issued their final report to Aviva then it will normally take 3 - 5 working days for you to receive payment via EFT.

If you choose payment by cheque this will take longer.

Will the cheque go directly to me or my insurance broker?

If you choose to be paid by cheque and you have an insurance broker, the cheque will be issued directly to your broker.

Why is my bank/mortgage provider a payee on my settlement cheque?

Aviva have a legal obligation to name your Bank or Mortgage Provider on any cheque for damage to your buildings when the settlement amount is greater than €50,000. Please contact your Mortgage Provider when you receive the cheque.

How to delete my bank/mortgage provider as a payee from my cheque?

We need the Bank/Mortgage Provider to forward a letter on headed paper, stating it is ok to issue the cheque without their interest noted.

We also need them to note the Claim number, Cheque number and the Amount of the cheque, and then we can issue the cheque solely in your name.

Can the settlement amount be lodged directly into my bank account?

Yes – our preferred method of payment of a claim is via SEPA or Electronic Fund Transfer (EFT) directly into your bank account. In order to transfer the payments we will require you to provide you BIC and IBAN number for your bank account.


How can I make a formal complaint?

We aim to give excellent service to all our customers; however, we recognise that things may occasionally go wrong. We will do our best to deal with your complaint as effectively and quickly as possible. Please click here for further information on how to make a complaint.


How can I renew?

Existing customers can renew their home insurance policy online.

Best Doctors

What is Best Doctors - Second Medical Opinion?

Best Doctors is a worldwide network of over 50,000 leading medical experts who can provide answers, should you be diagnosed with a serious illness (Source: Best Doctors, March 2016). Available to Aviva home insurance customers, it provides access to leading medical minds from around the world. At Aviva, we know that when you’re faced with serious medical problem, you will have lots of questions. With Best Doctors, you will receive a second opinion so you can feel assured and fully informed about your condition and what it means for your life. This way, you can make confident decisions about your treatment.

How does Best Doctors - Second Medical Opinion work?

Everything starts with a phone call. Firstly, you explain your case in complete confidence to a member of the Best Doctors medical team. From here, you are appointed a personal Case Manager and they will collect all of your records. The medical team then matches your case to the most suitable medical expert from a database of over 50,000 specialists worldwide. This chosen expert reviews your case in detail before issuing a report with diagnosis and treatment recommendations.

The process can provide confirmation of your diagnosis or it can reduce potentially serious complications that may arise from a misdiagnosis. Ultimately, it can help you and your treating doctor to choose the best course of action for your condition.

And the Best Doctors service isn’t just for life-threatening illnesses: it is accessible for many chronic or debilitating ailments that affect your quality of life. Best Doctors could truly be the extra help you need, proving invaluable to your health and peace of mind.

Who has access to Best Doctors - Second Medical Opinion?

Best Doctors Second Medical Opinion service is available to home insurance customers who have a buildings & contents insurance policy or a contents only insurance policy.

The service is available to:

  • you,
  • your spouse / partner
  • your children up to the age of 18 (or 23 if in full time education).
  • your parents and your spouse’s / partner’s parents.

How do you contact Best Doctors?

Best Doctors Second Medical Opinion is an easy-to-use, confidential service that begins with a phone call to Best Doctors at 1800 882 342.

If you cannot find the answer to your question here, you can call our Customer Service Team in Galway on 1890 33 55 77, Monday – Friday 9am to 6pm.

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Take out your home insurance policy online and we'll give you a 15% online discount1

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1. Acceptance criteria, terms & conditions apply. Offer subject to minimum premium of €230 for home (€115 for Contents or Buildings only).

2. Acceptance criteria, terms and conditions apply. Price match applies to mortgage protection or life insurance quotes only. Price match only applies to standard quotes provided to Aviva Direct Ireland Limited from Best Advice (only including quotes from Irish Life, New Ireland, Royal London and Zurich) with the same level and term of cover up to a maximum sum assured of €1,500,000. Price Match does not apply to promotional offers. Price match and any discounts applied are subject to a minimum premium of €10 per month. 

Aviva Direct Ireland Limited is regulated by the Central Bank of Ireland.

Car insurance and home insurance are underwritten by Aviva Insurance Ireland DAC.

Aviva Insurance Ireland Designated Activity Company, trading as Aviva, is regulated by the Central Bank of Ireland. A private company limited by shares. Registered in Ireland No. 605769. Registered Office: One Park Place, Hatch Street, Dublin 2, Ireland, D02 E651.