Whether you need help logging into your online account or support and information about APIA products, you’ll find many of your questions answered here. If you can’t find the answer you need here, please contact us.
Apia Home Building Insurance covers your home buildings for loss or damage caused by a range of insured events. However, Apia Contents Insurance covers only your household items and personal belongings at the insured address.
Contents are the household items that you own or are responsible for and use primarily for domestic purposes. They can include things like clothing, computers, wheelchairs and mobility scooters, curtains and carpets. See your PDS for a more comprehensive list of what's included as contents.
Your sum insured is the maximum amount you can claim on any one incident less any deductions. You need to ensure that the sums insured are accurate when you first insure your home and contents and each time you renew your policy.
To work out your home sum insured, we recommend seeking advice from an architect, builder, valuer or other qualified professional for accurate measuring. The are also free online cost calculators you can use to estimate your sum insured.
Contents, like your computer, aren’t automatically covered by our Home and Contents Insurance, but you can add Personal Valuables Cover to your policy as an Optional Cover for an extra premium. This will cover you for loss of these items up to the insured amount if they are lost within Australia and New Zealand.
If you have a Home Emergency at your insured address, we will dispatch a Tradesperson to your insured address for a period of up to two (2) hours to provide assistance (an Emergency call-out).
A Home Emergency is a sudden and unforeseen incident that occurs to your home that requires the urgent attention of a tradesperson.
Some geographical limitations apply to availability of cover.
In the event of a Home Emergency, Home Assist will be able to dispatch the following Tradespersons - Plumber, Electrician, Locksmith, and Carpenter.
No, as part of the agreement only a qualified Home Assist Tradesperson can be used. Home Assist will provide a qualified Tradesperson to attend to a call-out.
You are entitled to receive three (3) Emergency call-outs for a Tradesperson to the insured address during the period of insurance. Additionally, if it is determined that two (2) Tradespersons are required to attend to your single Home Emergency then two (2) Emergency call-outs will be deducted from your entitlement.
No, a Home Assist call-out is not identified as a claim under your policy and therefore there is no excess payable for Home Assist.
Home Assist can be contacted, 24 hours a day, 7 days a week. Our support team will be able to assess the emergency. Assistance will be provided as quickly as possible but, during certain hours there may be limited availability. The response time will depend on a variety of factors including severity, location of your insured address and the demand for Apia Home Assist at that time.
If you miss a monthly instalment you can make a one off payment via your Apia Online Services online account.