Home Insurance Cover Details & FAQs

Common queries

• What is Emergency Home Assistance?
  The service is specifically for minor emergencies that happen in the home that need a short-term fix such as a broken window, a damaged roof, or a plumbing problem.

   

  We’ll send an approved tradesman to your home to patch up the problem before it gets worse, giving you some time to get it fixed at a later stage. Get up to 4 call-outs per year, free of charge.
   

  Will it affect my premium?

  No, this is a complimentary service.

   

  Availing of Emergency Home Assistance does not mean you’re making a claim. Call-outs and repairs won’t impact your premium price next year.
   

  AIB Emergency Home Assistance Benefits

  • 1 hour of labour up to the value of €250 to temporarily repair the issue
  • €100 towards overnight accommodation for you and your family if your home is unfit to live in due to an emergency
  • 1 hour of labour up to the value of €500 for roof repairs
• How can I make a claim?
  You can contact our 24 hour claims helpline on 0818 27 26 25. We also run a 24 hour home helpline. In the event of an emergency you can contact us on 0818 61 99 33 and we’ll put you in touch with someone that can help.
• Can I appeal the decision made on my claim if I disagree with it?
  Yes, as the policy’s underwriters, AXA aim to handle claims as quickly and fairly as possibly. There may be times when you do not agree with them and, in these instances, you can appeal their decision by contacting your claims handler to discuss your claim. 

   

  Or you can also contact AXA’s Customer Care Department:

  • 0818 27 26 25 Monday to Friday 9:00 - 17:00, excluding bank holidays
  • axacustomercare@axa.ie; or
  • AXA Insurance, Customer Care, Freepost, Dublin 1. 

  
  AXA will send settlement decisions by post or email detailing the reason for their decision, and your appeal options where applicable.
• If I need to make a change to the policy what should I do?
  You can contact our helpline on 0818 27 26 25 Monday to Friday 8:00 to 20:00 and on Saturdays between 10:00 to 14:00 (excluding public holiday weekends).
• I'm a first time buyer, when does my policy need to be put in place?
  It does depend on the terms and conditions of your mortgage agreement but usually cover needs to be in place for when you are due to draw down on your mortgage. The cover would come into effect when you are the legal owner.
• How do I calculate my buildings sum insured?
  The sum insured should represent the cost of rebuilding your home if it is totally destroyed. This is not necessarily the market value of the building. Our rebuild calculator may be used as a guide but is only indicative. For further information please refer to the SCSI (Society of Chartered Surveyors Ireland) website.
• How can I pay?
  With AIB Home Insurance the premium is the same whatever way you wish to pay. We offer an interest free direct debit so there are no extra charges to spread the cost. We also accept Credit and Debit cards. And our team on 0818 27 26 25 can also accept cheque, bank draft and postal orders.
• What is an excess?
  The excess is the first part of an insurance claim that you would pay yourself. The amount depends on the excess selected and on the type of claim. Please refer to our policy schedule for further information.
• Where can I find the complaints procedure?
  Our complaints procedure is available in the Complaints Procedure (PDF, 1 page, 40.3KB).