AAMI Car Insurance - Comprehensive

I have been with aami since 2022 and joined them at the time due to their positive reviews and aami agreeing to the highest agreed value at the time with my vehicle. Yearly my insurance premiums continued to increase significantly though I had not been in an at fault accident the entire time I was with aami nor have I ever cost them anything… Read more

throughout the life of my insurance. When enquiring as to why this is - aami put it down to cost of living and things are just going up. Sounded odd to me however it appeared I had no choice. I continued to pay my premiums on time, every time. To put things in context - my insurance premium almost doubled in 2025 since I had joined aami in 2022.

My car was recently supporting in a charity ride for Down Syndrom Australia. Day one of the ride I had a mechanical failure in Jerry's Plains (rural town in nsw). After assessing the failure I knew the repair would require a machine press and that a rural town mechanic would not be suitable for such a repair. Due to the urgency of getting the car back on the road as support for all the riders I needed the car repaired asap and felt relieved that I was with a premium insurance provider. I made my calls to ensure a tow with my mechanic from the 100km mark. This is where I was met with nothing but barriers and road blocks from aami.

They continued insisting on towing it to the local rural mechanic due to that mechanic being the closest available. After some discussion they agreed to tow it to a mechanic in Singleton that their tow truck driver would recommend. I agreed to this as it appeared to be the best we would get out of them, it was getting late and Singleton had a bigger variety of mechanics that would be able to assist with the level of repair required. Due to the time - we were unable to contact any mechanics there ahead of time and were only able to go with the recommendation of the aami tow truck provided.

The following day I contacted the mechanic as soon as I could and he advised that he doesn't have the suitable machine to be able to perform this job. I made all the calls and done all the work to find a suitable workshop in town that's able to perform the repairs required to have us back on the road in support that day. The workshop was less than 10km away from the original 30km they had towed the vehicle. Upon contacting them I was met with another surprise barrier from a premium insurance company. "No sorry we won't tow your vehicle as we don't do relocation tows." I explained to the lady on the phone that this was not our choice, we were stuck with this as they had refused the initial 100km tow that I was entitled to being broken down in a rural town. She was not interested and kept repeating the same point. Time was not on my side as I needed to source parts and give the mechanics ample time to work on the vehicle. I told her I will cover the cost and expect this reimbursed by aami.

Thankfully we were able to get everything done on time that day with very little to no support from aami.

I contacted aami on a later date when time was in my favour. I was bounced around to different departments multiple times constantly repeating myself in order to try get reimbursement for a $418 tow charge that they should have covered. Note - I do want to especially thank Tim and Jada that I was put in contact with on the day as they had seemed genuinely concerned about the treatment I had received and done everything they possibly can to try resolve the matter but were also me with barriers from a premium insurance provider. I had no choice but to terminate my policy with a company I expected would go above and beyond.

I know this is a big review and can be quite lengthy read so here's a little summary for those only interested in the facts and numbers -

- Aami takes on customer with a premium at the time of what was just under $130/month (2022)

- Customer costs aami nothing the entire time they are on their policy, always pays on time and is a safe driver. By 2025 insurance premium increases to over $220/month. Customer frustrated but continues to pay on time and still doesn't cost aami anything throughout life of policy.

- 2026 customer supporting on a charity ride with vehicle and has mechanical failure in rural town. Customer does all the work to try get the vehicle towed to a mechanic that is suitable to do such a job. Aami hides behind it's roadside assist fine print of "we can only tow the vehicle 100km rural if there isn't a mechanic close by" and "no we already towed it to a mechanic (of their choice that didn't have the tools to do the work) we don't do relocation tows"

- Customer left stranded in a town he's unfamiliar with and with a further $418 bill to get it towed to mechanic under 10km's away from aami's recommended mechanic.

- Due to the life of the policy customer had with aami, the fact that they had paid a significant amount of the car just in premiums and had not cost aami anything the entire life of the policy - customer attempted to get reimbursement of $418 tow charge from aami that they should cover.

Unfortunately - in the end it wasn't so "lucky you're with aami." Customer terminated policy and found an alternative.

*Left them a 5 star for ease of purchase as there will be absolutely no barriers for them taking your money but all the best trying to get support when you need it.

I paid $1165.30 on 21/09/26. As there were issues with the policy I decided to cancel the policy and informed AAMI on 09/10/26. The cancellation was well within the 28 day period full refund period of AAMI. While AAMI did cancel the policy, I got a refund of only $1095.05 which is $70.25 less than what was paid. When I queried the discrepancy, a… Read more

person called Jennifer ( who is apparently a Customer Support Hub Specialist) sent me an email asking for verifying who I was! If she had followed the email trail on the case, she would have had no need to yet again verify who I was. Is this a ploy by AAMI to delay matters and make me go on the bureaucratic roundabout! AAMI touts their slogan - Lucky you're with AAMI- many times on TV and radio. I certainly have NOT been lucky with AAMI.

Bad claim experience with AAMI – Minor incident. Backed into pole causing damage to one rear vision mirror & dint on front panel (1). Given date to take to repairer - waited 6 weeks. Took to repairer on date given; told to go home whilst they get mirror & then would repair car.… Read more

Rang me 6 days later with part. Booked me for end of November!!! This will be 3 months from incident and no one has started to repair my car. Hey, do you think I will have my car back by Christmas.......?????? This will be 4 months from onset. Unlucky I'm with AAMI. Choose a company where you can get your own repairer. Claim not resolved!!! Rang AAMI; sadly sound caring; not heard anything. Told me to keep a look out as complaint sent to repairer. NOTHING.....

Lucky, not with AAMI – I have had insurance with this company for 20yrs. My premium has gone up by $400 this year and agreed value has dropped $3,000 with nothing extra offered in the policy. Calls are outsourced and no justifiable rationale was provided- after… Read more

negotiating a $4 reduction I found a different provider offering the same coverage for $500 less so I’ve switched. No loyalty to customers and not competitive.

Very disappointed with AAMI !!! This was our first claim after years of loyalty to the brand for all our vehicles. They were so dodgy: they kept us waiting for 2 weeks without an assessment or request for photos while they were "investigating" our… Read more

claim. We eventually paid for the repairs out of pocket instead of continuing to wait for AAMI. Never again will I choose AAMI as our insurer. They are great at taking premiums and offering tons of promises, but a disaster for claims. I initially convinced all our friends and their families to use AAMI. After this horrible experience, I will now ask everyone to avoid them like the plague. It's a horrible experience when you have suffered trauma, then have to contend with the stresses of chasing up your "honourable insurer" who plays hide and seek. Be warned that AAMI is not what they promise. I am appalled and distressed to have to pay out of pocket for repairs when insured with a supposed premium brand insurer. NotHappy!!!

I wish to offer my grateful thanks to a young man at AAMI for supporting me after my car was clipped by a truck travelling south onto the harbour bridge. The truck broke my side mirror and I didn’t realise how bad it was until I was on the bridge itself, when the glass part suddenly fell hanging by the wires. It was also in a storm and pouring… Read more

rain, and I became pretty distressed as I couldn’t pull over on the bridge. I pulled up just near Clarence Street. As it had been a very distressful 2 years for me from the sudden death of my husband and then only a week before the very tragic unexpected death of a young girl who was a huge part of our family. She died very suddenly from a heart attack, and we were all still grieving.

So I was feeling pretty vulnerable and in a bit of shock not knowing what to do. So thought to ring AAMI roadside assist to see what they might suggest. However they put me through to claims, as roadside assist is only for mechanical work.

I was incredibly fortunate to then speak to a young man with AAMI who seemed to understand straight away and was absolutely brilliant, helping me to work out “a plan” not to think of costs or any other issues but to be safe and stay focused. I the shock too was showing, as he spent a substantially long time on the phone talking with me, helped me to stay calm, and guiding me on working it all out. I cannot thank him enough as he was a gentleman and the perfect person to talk to, helping me to regain composure one step at a time.

He managed to find some people working in a local gym who he spoke to and they then came to my car and taped the mirror back in place so the car was drivable.

This is astonishing service that honours what they advertise creating trust and loyalty. Much more than just an insurance company. It’s when the world causes something incredibly distressful that just might be seen as a minor pin that drops, but you just need a guiding hand to be reassured and bring one back to being in control. I wish to thank this young man again so much for helping restore my faith in humanity after a few very tough years.

Well I've heard horror stories about insurance companies BUT I recently had a accident and aami was absolutely amazing,and carl my agent who I spoke to ,what a professional he was ,I would highly recommend aami,I've been driving for 45 with out incident, remarkably quick and helpful, I'm totally impressed well done aami Show details

Fantastic customer service with AAMI. I had another driver reverse into my car and had an amazing representative, Deonie, help me lodge my claim and answer all my questions. I was able to take my car to Motor One for repairs (if you get the option, avoid Capital SMART Repairs). Motor One were amazing and had my car repaired perfectly and sent… Read more

plenty of text communication to let me know what stage of the repair was being undertaken. A Hertz rental car was supplied for the duration of the repair and taxis were provided between the repair centre and the hire company. No complaints at all. (caveat - the claim was not my fault so I'm not sure if you'll get the same services if the accident is your fault).

If there was less than 1 star I would give them that! In all my years of driving I've never experienced a worse insurer! My brand new BMW is being repaired for something that should take 1-2 weeks. They've forced me to go with their repairer when BMW already had it in their service centre - for it to cost more than BMW was charging but now I have to wait 2.5 months for my car to come back! Never again! Show details

If I could give them Zero stars I would, they are an appalling insurance company to deal, Sneaky and misleading, all nice nice on the phone, then when you put a claim in they want to cross examine you get another person to call you and ask questions to entrap you. Don't waste your time dealing with them you will get some smart mouth from a call… Read more

centre trying to save $500 for the company. I had to get the AFCA to investigate my claim as they more or less accused me of insurance fraud because I had a claim a week after the policy started. Tried to ask me to attend an interview to be cross examined on facts. They spend millions and millions of dollars advertising with the AFL and showing off with their big flashy customers they are truly an appalling company to deal with. DO NOT INSURE YOUR HOUSE WITH THEM

AAMI car insurance shouldn't be in business. The operators are completely incompetent and so is the company. My policy was breached - they changed my insurance details, then cancelled my policy without my knowledge, because they sent the cancellation to the new email address that wasnt mine. They then did it again after the mistake was fixed. Absolute S show of an organisation and AFCA needs to look at prosecuting this company Show details

I have had the most terrible experience with aami and its still going. Unfortunately woke up on my day off to someone who had drunk drove into my driveway totally 2 mechanically sound cars. Obviously i have a police report number to give aami so they can do their jobs and go through police departments to access the mans name to wavier the excess… Read more

also considering they were stationary cars. The run around that aami has put me through has been inane for 3 months they kept lying and saying the report number isn’t correct its doesnt exist to then myself stating i have a video of police in my driveway making the report on their tablets as well as the crash at 2am mind you then they say oh found it. To then say oh we cant access it due to your names not being on the report……The reason you access the report is for the mans name that drove into my car. Why on earth would my name be on it? I did drive through my own driveway and total my cars? Ridiculous the lies and games and the audacity to ask for me to go down and contact the police myself? What do i pay them for? Dont go to Aami they dont do their jobs for people that are victims in crashes. The amount of emotional and financial stress they have out me under is immense.

​I have been a loyal policyholder for year, but the moment I actually needed to file a claim,aami ,Insurance completely failed me. ​The customer service was non-existent. After submitting all the required documentation, my claim sat in "under review" status for weeks with zero updates. Whenever I called to get a status check, I was bounced between… Read more

representatives who gave conflicting information, made promises for callbacks that never happened, and treated me like a hassle rather than a paying customer. ​When they finally processed the claim, they denied the vast majority of the payout based on obscure, convoluted policy fine print that was never clearly explained. Getting an emergency repair covered should not feel like an adversarial court battle. ​Save yourself the headache and money. They are quick to take your monthly premiums, but vanish the second you need them to honor their end of the contract. Absolutely terrible experience.

Extremely disappointing experience with AAMI We contacted AAMI after a no-fault accident, providing all the details of the at-fault driver. Unfortunately, AAMI opened the claim against our own policy rather than pursuing the at-fault driver’s insurer, NRMA. We subsequently found ourselves being directed to AAMI’s preferred repairers, despite… Read more

expressing our preference to have the claim lodged with NRMA. What followed was an incredibly frustrating experience involving at least 10 phone calls, with conflicting information from different AAMI representatives. We were repeatedly told different things, including that AAMI needed the at-fault party’s claim number, which we had provided.

We were then told that AAMI had lodged the claim against our policy and that, if we wanted to proceed through NRMA, we would first have to cancel the AAMI claim, which could take up to 14 days.

To make matters worse, the phone connection is often terrible and we were disconnected several times. AAMI tells customers that these matters can be managed online, yet when you log into your account you are simply told that you must call.

This has been an unnecessarily complicated and exhausting experience. A straightforward no-fault accident has turned into hours of phone calls, conflicting advice and considerable frustration.

We are extremely disappointed with AAMI and will be changing insurance companies as soon as possible.

Extremely Disappointing Experience I am extremely disappointed with AAMI and the way my claim was handled. My experience with AAMI has been incredibly stressful and frustrating. The communication was poor, and I did not feel that I was being treated fairly as a customer. What makes this even more disappointing is the way the excess was handled.… Read more

I was not given a clear and transparent explanation about the excess from the beginning, and I was left feeling that important information was only being made clear after I had already proceeded with the insurance process.

When you take out insurance, you expect the terms, costs and excess to be clearly explained from day one. Customers should not have to discover important conditions only after making a claim.

Overall, this experience has completely damaged my trust in AAMI. I expected professional service and support when I needed it most, but instead I was left frustrated and disappointed.

Based on my experience, I would not recommend AAMI to anyone looking for an insurer they can genuinely rely on.

@aami soo disappointing- 7 years comprehensive cover and never a claim. Hit a wallaby and put my car in july 17 for 2 weeks while on holiday and told it should only take a week- came back and its now august 30 - still waiting $1200 in car hire fees- no call back from aami when asked if i could at least get a discount voucher- just get a call centre that send me a copy of my policy- what a disgrace Show details

ridiculous customer service, after going through the prompts with all my information, got through to a person and asked 5 times for my information again . took over 21 mins to move a payment back by a fortnight .. ended up hanging up due to frustration . never insuring with them again Show details

Simple put, AAMI is the WORST insurance provider among all. My car bogged at 5:30pm on a Thursday with regular weather, but i waited over 3 hours to get the towing service. The towing job took less than 10 minutes. And they lied the whole time about arriving time of the driver. They kept saying he was on the way every 30 minutes and the driver was… Read more

actually doing other jobs first and I was at the bottom of the list. I filled out their survey and made a complaint. Well, they called me and apologized. However, they said, "sorry, but nothing we can do more than a apology. Thank you for your feedback to help us improve. " So the person who runs the company has no intelligence??!!! Who would call and say something like that??!! If you hate someone, make sure you get them AAMI!!!

They are absolutely slow, the repairer gave them a qoute and after a week, still they haven't decided if they want to authorise the payment or write it off, called them twice last few days, no action, still pending, very frustrating Show details

Try and communicate with AAMI. I dare you. Go on. Try and call to speak with someone. Try the live chat and see how cumbersome that is. Try calling roadside assist and see if they pick up. They don't answer. No such thing as roadside assist if they do not answer. I have never lodged an online complaint before but god help me AAMi is diabolical for… Read more

communication. What would it be like if you actually have a claim. I merely wanted to discuss my policy. I have cancelled today as a result. Abysmal customer service.

My claims experience was extremely disappointing and added enormous stress during one of the most difficult periods of my life. I repeatedly advised AAMI that I was undergoing active chemotherapy for cancer and relied on my vehicle to attend treatment and medical appointments. Despite repeatedly asking about my options, I was never clearly… Read more

informed that, if my vehicle was declared a total loss, it would be immediately written off, deregistered and that I would lose the ability to continue driving it. I was led to believe there would be further discussion before any irreversible action was taken.

Instead, I was later told my vehicle had already been deregistered. It came as a complete shock. I was left without the vehicle I depended on during cancer treatment and placed in the extremely difficult position of having to replace it while undergoing chemotherapy and with no employment income.

Communication between all departments was inconsistent and confusing. I was repeatedly referred between the assessor, the total loss team and other staff without receiving clear answers.

I ultimately had to lodge a complaint with AFCA before AAMI made an additional $5,000 ex gratia settlement offer to resolve the complaint.

Based on my experience, I strongly recommend avoiding AAMI and choosing an insurer that values clear communication, transparency and fair treatment of its customers.

I’ve Had Much Better Experiences with Other Insurers My experience with AAMI has been extremely disappointing. My car was broken into while I was at a shopping centre. I understood from the beginning that if the police were unable to identify the offenders, I would need to pay my excess, and I accepted that. What I didn’t expect was to be left… Read more

to manage the repair process myself. After lodging my claim on 4 July 2026, AAMI referred me to a repairer and then seemed to leave me to deal with them directly. The repairer repeatedly made appointments and failed to show up, with little communication or accountability. Meanwhile, my car has been sitting in storage for weeks with no repairs completed.

To make matters worse, I had to pay for a rental car for four weeks while waiting for my claim to progress. Despite continuing to pay my insurance premiums, I’ve been left without my vehicle and with no clear timeline for repairs.

Insurance is supposed to provide support and peace of mind when something goes wrong. Instead, this experience has been stressful, frustrating, and exhausting. Based on how my claim has been handled, I cannot recommend AAMI and would encourage others to carefully consider how claims are managed when choosing an insurer.

We were hit by another person and were not at fault. Our daughter was very sick in the NICU at the time. We were told to submit a claim directly with our insurer, so we did. Our car was assessed as a write-off. We called to cancel our insurance as we pay monthly and were told we can't cancel. We received our payment but was deducted $1300 for the… Read more

remainder of our contract. We checked the PDS and it does state that any outstanding payments for the contract will be charged, but it also says we can cancel our contract at any time so we don't understand why we were told we can't cancel when it says otherwise in the PDS. We were then told that if we had lodged the claim with the person at fault's insurer we wouldn't have to pay the fee but it was too late. Just FYI for others paying monthly. We asked AAMi if they would request the amount from the person's insurer instead (which they can) and they said no. What we are actually upset about is that our personal belongings were in the vehicle and when we called AAMI about retrieving them they said that we can't access the site as it is not safe, and they would courier the items to us. We advised them of the belongings we wanted back. They then contacted us and said that this is too many items and that we would have to pay for a courier or go to the site ourselves (even though they said it wasn't safe to do so before). We advised them that our baby daughter had just passed away and they we didn't feel up to going to the site, nor did we feel it was fair to pay a courier. They didn't care at all.