Home Insurance - Frequently Asked Questions

Cover

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.

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 1800 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. At all times you are responsible for ensuring your sums insured reflect the correct reinstatement value of your buildings and contents.

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. At all times you are responsible for ensuring your sums insured reflect the correct reinstatement value of your buildings and contents.

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.

Do we cover mobility scooters?

Yes, we do cover mobility scooters once within the home or within the boundary of home. Please refer to our policy booklet for exclusions.

Discounts

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%.

Claims

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

Call 1800 147 147 from 9am - 5pm, Monday to Friday, to talk immediately to an experienced claims adviser or email us at propertyclaims@aviva.com. Have your policy number to hand when you call. If outside office hours, our staff will take the basic details of your claim and a claim adviser will follow up with you the next working day.

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 1800 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 1800 147 147 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 1800 147 147. 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 1800 147 147 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 1800 147 147 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.

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 1800 147 147. 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
Ballybrit Business Park
Ballybrit
Co. Galway, H91 WP08.

Or can email to us at propertyclaims@aviva.com.

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.

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.

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.

Documents

How do I receive my policy documents online?

If you're a home customer, simply fill in this form and we'll change this for you.

Host Families

I am opening up my home to host individuals and/or families arriving here from Ukraine, will this impact my home insurance policy?

There is no impact to standard policy terms and conditions on your home insurance policy with us;

• the policy already makes provision for tenants/lodgers in an owner occupied property;
• customers should note the existing definition of Household excludes tenants/lodgers;
• customers should note that there are existing conditions and exclusions in relation to accidental damage cover, theft or attempted theft, vandalism or malicious acts.
• if the policy is already noted as let to tenants or holiday home -own use and/or let - cover remains in order and unaffected.

If you have any further queries please contact our team in Galway on 1800 332 211.

Existing customers

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

Contact our Customer Care Department on 1800 332 211

How do I cancel my policy?

Contact our Customer Care Department on 1800 332 211

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 1800 332 211and 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.

Complaints

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.

Renewal

How can I renew?

Existing customers can renew their home insurance policy online.

Payment Services Directive (PSD2)

What is the revised Payment Services Directive (PSD2)?

The revised Payment Services Directive (PSD2) is a directive created by the European Banking Authority (EBA). PSD2 aims to protect people and businessess when transacting online by making payments more secure.

What will change with the revised Payment Services Directive (PSD2)?

The main change to online payments is the introduction of Strong Customer Authentication (SCA). This allows for your bank to verify your identity when transacting online.

What is Strong Customer Authentication? (SCA)

The new legislation may just add one small step within your online payment journey to authenticate you, which will give you more protection against potential fraud.

Why do we need Strong Customer Authentication (SCA)?

Online fraud is increasing, so the aim of the revised Payment Services Directive is to make your online payments more secure.

How does Strong Customer Authentication (SCA) work?

It simply checks your information with your bank to help them verify you. Your bank will be able to ask you additional information, typically a passcode which they will send to you, so they can authorise the online payment you are making.

What could prevent Strong Customer Authentication (SCA) from working?

For everything to run smoothly, your bank will need to have up to date contact details such as your mobile number or email to enable them to send you a passcode if it’s required for both you or a joint account holder.

How should customers prepare for the revised Payment Services Directive (PSD2)?

Just make sure that your bank has your preferred contact preference and your up to date contact details.

What are the benefits of the revised Payment Services Directive (PSD2)?

Your online transactions will be better protected. Your bank will check details such as if the transaction is from a location or device you haven't used before. Your bank will only ask you for additional information if they are not sure it’s you.

Will PSD2 mean that it takes longer to make payments online?

In many instances, you won't notice a difference. In situations where an enhanced authentication step is required, it should only add a few seconds.

What happens if a customer cannot complete Strong Customer Authentication (SCA)?

Our Contact Centre can take the payment over the phone.

If you cannot find the answer to your question here, you can call our Customer Service Team in Galway on 1800 332 211, Monday – Friday 9am to 6pm.