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Car stolen - no payout - after 43 years of AAMI being my insurer. Disgraceful treatment
I have been with Aami for 43 years as my car insurer. Car got stolen in January and they have rejected the claim. Headed to AFCA to resolve. Shouldn’t have come to this!
Do not go with AAMI
They are fine taking your money believe me, but as soon as you have an issue with a repair that was done they will leave you hanging for weeks and weeks. Terrible communication. Won't reply to emails. Needed a repair that was only partially completed relooked at that was missed off the original claim. Told me some 5 weeks ago or more ago that an assessor would contact me. STILL waiting. I do not have time for this incompetence. Will never go with AAMI in the future. Home and contents - great. Car - appalling.
"luckily I am NOT with AAMI "
2 months to change a bumper.
Weeks just to know how much they should pay off just for the pieces to be fixed.
They sent me to their repairer 30/40 min driving for no reason.
No communication with me, neither from the repairer or the insurance.
I had to call all the time, wait on line, explain my case every time, got wrong procedures to follow.
They sent ON MY REQUEST an email with the details for the pay off for the entire car to sell to them, but not the pay off in case I decide to keep my car and fix it. Ma...
Worst car insurance- Please do not buy any AAMI insurance
My dad was involved in a car accident in which the person at fault was with AAMI. So we agreed for AAMI to fix his car thinking it would be a smooth process however it has been nearly a month and no one from AAMI has bothered to call us to inform the outcome of his car. Whenever I called, I would be on hold for 10-20 minutes and the AAMI representative would eventually tell me that someone would get back to me within the next two days however this has never been the case. As his car hire was due to expire, I decided to call AAMI again and this ...time the person on the line told me that my dad's car will be written off and we can no longer hire the car. The person on the line kept apologising but at the end of the day, what can that apology do? It can't buy us time to purchase a new car... Overall, I am very disappointed in AAMI's service and would not recommend for anyone to purchase insurance from them.
Dodgy premium calculation
I recently insured my new car with AAMI. When I received the policy documents, I noticed that the garaging address was that of my neighbour. I logged in to correct this and bingo, the premium went up 20%. Figuring this was a mistake, I called AAMI and was told this revised rate was correct. No, they can't tell me why as premium calculation is a commercial secret. So, I entered the same details in a quote using my other neighbour's address and this time the premium for my correct address was 26% more. The properties are identical in almost all a...spects except mine is more secure. I understand that premiums change across postcodes but the same details across a distance of 25 metres resulting is three very different premiums is outrageous. I specifically asked if they thought it reasonable that I was being charged 26% more than I would if I lived next door and was told "Yes". I have not had any claims against any sort of insurance that would affect this calculation. Apparently, if you already have a policy at your address, whether it be car, house, contents, you will be charged the AAMI policy holder loyalty penalty. This part is important: Before agreeing to any policy with AAMI, use their online calculator to find out what your neighbours would pay for the same policy. Be precise with the details. At the time of writing, the results will be displayed on the site regardless of whether you use a real email address or not. AAMI will do nothing about this difference. You will be met with an officious corporate brick wall and secrecy. On a positive note, they did reduce my policy to near the higher of the two other amounts (still 8% higher than the cheaper of the other two quotes) and that is competitive, but only for the term of the current policy. Then it goes back up. That's when I'll look elsewhere. Also positive is that they were quick to respond. I'm hoping that I never need to make a claim.
Authorised Repairer Only
Tried to get my car fixed in Dandenong . Closest repairer they use is Hallam. I told them I have no time to take it there and could I use a repairer close to me. Came back to me saying I have to use their authorised repairer. All repairers do insurance work. NEVER AGAIN>
These guys won't pay out on a simple theft case. They just try and find excuses and use exclusions which don't apply. I would avoid them and their parent Suncorp at all costs.
Appalling service. Actually, I didn’t get any service.
I rang AAMI three times yesterday afternoon (4th Feb 21) and each time I pressed the prompts, got the spool and then phone call was disconnected. This happened twice after I pressed prompts for claims and then once when I tried comprehensive. Appalling service ☹️
AAMI is a good service provider UNTILL you envolved in an accident.
TERRIBLE TERRIBLE TERRIBLE SERVICE.
Its been 60 days since my car is with repairer (AAMI’s suggested repairer) Even estimated pick up date passed away by 10 days. Called repairer and got reply that even they don’t know how long will it take. Even no help from AAMI.
High cost of premium - policy went up the second year even though the price of our car went down (no claims made).
When are car was stolen:
Car was recovered and sent to a repairer. It then sat at the repairer for 6 weeks without assessment. Every time I called the main AAMI number a 'specialist' told me different information. Reasons I was given for why the car was taking so long changed each day and included: 'it is at the wrong repairer', 'repairer had a fire', 'assessor is on leave, someone else has been assigned and will call you back (...never did)'. When it was finally assessed I was given misinformation by AAMI staff (assessor said we had the option of purchasing the car when it is not an option in the PDS). Constant delays in every department. There was a week delay between the Total Loss department calling me and confirming my details (21/1) and then me calling them to find out what is happening with the payment (28/1) to find that it has been fully processed yet. The service is shocking and communication is worse. Avoid
AAMI looks cheaper comparing to other service but they really have a poor service. I had to make more than 50 calls to settle my claim my sides which they never make any attemp to contact me at all. Had to stay on 40-45 minutes on hold.. personal belongs were capped 1000 limit where an ipad itaelf cost $900. So rude staffs, have no idea what they were explaining. Charged for whole year premium but disnt allow me to add new car under same policy after other car got writtwn off. Put a complaint where their managers werent helpful on any cases. Sp...oke to them multiple time about thia with no progress. Same issue with hire too. Absolutely terrible service. At the end they blocked me on facebook as I wrote about their service experience.. i wouldnt recommend or go with Aami anymore.
You've got to be kidding
I called AAMI for a quote on my truck after my current policy jumped up by 21% this renewal, They offered me the same coverage I have now but with a $600 deductible instead of $1000 I have now. The difference? My new renewal with the company I am with is $957.00, AAMI's quote was $2127.85. Well over double. I am so "lucky I'm not with AAMI" Maybe a few less commercials and you can give a decent quote.
3 months later 4 repairs later and my car has more problems and nothing fixed from when I originally took it in!
Have now taken my car back to their selected repairers for the 4th time comes back with more problems than it had to begin with. this is the only time I have been supplied with a hire car. First repair took 2.5 weeks until I got it back it seems they had barely repaired anything when taking it back to repairer next day to tell him he had not fixed my car and it now has more problems he was not happy with me even though this is obviously not my fault or should be my problem. Received my car back with leaking coolant. Engine light on and error co...ding on dash board. I have been fully insured with aami for 4 years now. I am now getting my car towed home after being told none of these problems have anything to do with their repairs or my car crash. This crash happened in October (3 months of this crap). I am out of pocket from paying for ubers and taxis and now have to pay for the repairs myself! May as well have been uninsured if this company doesn’t actually cover anything. Terrible company will defiantly be changing would not advise anyone to get their car insured with aaime and defiantly don’t upgrade to full cover because it covers nothing regardless.
They used to be good, now they are crap. After more than 20 years - I am moving my insurances away from them.
The last two times I went on-line to access my 4 insurance policy details - they were not available on the website. I phoned last time (about 3 months ago) and it was all sorted. This time, I phoned to let them know my policies were inaccessible again and they told me I hadn't had a policy since 2018. Ridiculous since only three months ago all my policies were discussed. The operator then told me my policies had been cancelled around three months ago. Very suspect. If that was the case, why didn't I receive a letter, an email, a phone call...? When I missed a payment quite some time back, I received a phone call everyday until it was paid. I had to phone and complain about the harassment. Yet suddenly all my payments have stopped and they have cancelled my policies - I don't think so. The bank would have notified me. I will be going to the ombudsman. Stay away from this now messy, unprofessional company.
Inconvenience when it comes to repairs
If you are considering car insurance through one of the Suncorp companies (ie AAMI), check the policy CAREFULLY before committing. Be aware that should you need to claim, the repair will be channelled through one of their specified repairers. These aren’t necessarily near you (only two in Adelaide), and they require you to deliver the car if drivable, during specified times, with no out-of-hours drop-off available. For us this involved multiple, almost 2 hour round trips for assessment, delivery and collection, all within the 8am-4pm window....May be fine for some, but an absolute nightmare for us. After this experience, we will be changing insurer! We also found the claims process to be challenging. Call-centre workers speaking with VERY strong accents, coupled with VERY poor sound quality, made for significant difficulty in communication.
Took my premiums, then one day someone hit my car whilst it was parked and drove off. Now they will only partially pay 30% of the damage as they claim a new paint job will put the car in a better position than previous.
Watch out, they make your life hell to get out of paying up.
Terrible & dodgy Insurance company
I got Comprehensive car insurance from AAMI early this year. After six months of purchasing insurance, my car got written-off as a result of an accident where other party was on fault (the other driver hit my car from behind). I lodged my claim, provided all details of other driver and the circumstances of incident. Despite not being on fault, I was asked to deposit excess amount of $700 - which I did. I was told that a hire car was booked for me and that would remain with me till my car get assessed/repaired. Next day, repairer towed away my c...ar and I headed to the car hire company which was 20km away from my residence. I paid for taxi and got there. But I was surprised when I got informed that there was no car booked for me. I rang AAMI again to confirm and I was shocked with their answer that I wasn't eligible for the car hire and that it was booked mistakenly.... such a shame, that left me without a car for a week till it was written-off and paid the the agreed value. But during the settlement I wasn't advised that the AAMI would retain the refund of remaining Rego which was six months ($410). I came to know about it after four months when I called Vicroads. They advised me that refund cheque was issued two months ago to Insurance company ... what a rip off? would you still trust this dodgy insurance company? After passing four months I'm still trying to get my refund back from AAMI by lodging complaints to different sources but no avail. Stay away from this terrible company.
Great if you let them take money and that's it - Worst service ever!!!!!!!
$1250 was my excess! Called and logged insurance claim once i removed tree branch. Was easy and seemed quite good. Lady said as i was not at fault i receive a loan car as well. That was the end of service.
02nd Dec 2020 -Dropped car at Capital Smart who said car would be ready in a week. I thought this would be quite soon? They said would call me that arvo with when car would be ready. No call. Called AAMI end of following day who said they closed and to call back again so i did. Then was told capital smart couldn't do the repair job and...
Worst insurance company ever
Over 6 months have passed since my car was stolen. Took over 3 months to approve my claim and a further 3 months for the repairs. Still don’t have it.
Shocking company who does not honour claims
Shocking company. Had 3 cars and fully comprehensive house insurance for over ten years. We had comtainated fuel which blew up engine was taken to a mechanic who did tests that said it was contaminated fuel. The car sat there for 6 weeks before an assessor came out. Chris Garrick from AAMI finally assessed the car and informed us he had no clue what happend but knew it was not faulty petrol. We were left with no car. Stay away. You have been warned.
The worst insurance company, with very poor customer service and very unreliable.
This insurance company is the worst with very poor customer care service, no ethic and so unreliable. I have lodged a complaint, gave all required informations, staff so incompetent: each staff provide different information ( misleading). Though I provided an update of address, they still use the old one.
Worst insurance company to make a claim with
I have comprehensive car insurance with AAMI and when it came to making a claim with them after my car was stolen, AAMI refused to honour its policy to provide me with a hire car. I was advised that they only recognised one hire company within the Sydney region and I could only use that company. This is despite the fact that this company had no vehicles available for the next few months. This meant that I was without the use of a car for work for the last month. Their customer service has been abysmal and I have been offered no assistance by th...em. They have caused so much undue stress and it is not the first time that I have heard about their dismissive and appalling service. The statement on their website that “The convenience of a hire car – similar make and model to yours - until you get your car back or it’s confirmed written off” is clearly a misleading statement. When my car was finally found by the police, AAMI took it for assessment without providing any notice to me and dumped the car at my home without repairing the issues identified. I would never recommend AAMI Car Insurance and will not be renewing my policy with them.
- Car Insurance - Comprehensive
AAMI took away all my choices and left me stranded on Tuesday night.
Last week in the wind something blew into my car making small dents in 3 panels.
I spoke to insurance and told them I wasn't sure if I wasn't to claim... so they said they'd assess and go from there.. OK. I explained to everyone I don't know how this works
Today I got a call telling me it was a write off- I could never in a million years imagine that... The average price of this model is $15.000- the repair quote was $5000
So I told them I wanted to think about what to do next, I may just get it repaired privately since the insured amount would...
Have you ever renewed a policy with AAMI? Then you've been scammed.
It's always more expensive to renew a policy with them than to let it expire and buy a new one (and nowhere have I seen them advertise that new customers get a discount off their normal rates like some other companies do). This is how they reward customer loyalty.
You can easily confirm it yourself by doing an online quote. Try 2 different addresses - your own and your neighbour's, who hopefully doesn't have a policy with them. If your car is currently insured with them the price for your address will be higher, even if your neighbour is just another unit in the same building. In my case the difference is around 12% of the premium.
useless uneducated staff
The worst insurance company bar none
staff cannot read have zero customer service skills
have the common sense of a kindergarten child
absolutely clueless bunch of trained monkeys
Do not under any circumstances do business with AAMI
Questions & Answers
Why AAMI has my comprehensive car insurance increased by more than $140 dollars since last year from $343.40 to $487.84 for this renewal??????? I haven't paid it yet and feel inclined not to. That is a ridiculous increase!!!
Hi Trayay, thanks for reaching out. As this is a third party review site, we can't assist with policies through here. Please email email@example.com with your full name, policy number, and date of birth for ID, or give us a call on 13 22 44. Our team is available 8am-10pm AEST every day.
My pH no is [Number Removed], My name is Cindy Rice and am a AMMI member, I need roadside assist now rego [Number Removed], Can someone come to Woodlark st Lismore NSW CNR of Mary G's hotel, my address as a customer is [Address Removed], plz can you call me asap
Cindy you really shouldn’t put your personal information on the internet. They are not going to come to you from this message, it is a review site.
Hi Cindy, sorry to hear you're having car trouble. We're unable to provide service through here as it is a third party review site. Please give our Roadside Assist team a call on 1800 154 810 and they'll be able to send someone out for you.
Please delete this post, as it contains your personal details. In order to keep your details secure, please do not ever post them publicly, or in private messages unless requested directly from a trusted source. - M
Customer Service .. please call her to advise!! Show some decent customer service! She sounds stressed!
I had a trolley driver damage my car while it was parked. 'Hit and Run' situation and there is shopping centre video evidence showing what happened. However, AAMI in their wisdom have decided to deem that the excess paid to have my car repair will not be refunded on the basis that I did not provide the at-fault person's details? How could I as I was not there when this happened. Seems like a clever way to avoid the work involved in clearing me and going after the trolley-company contractor's insurance company to pay for my damages. It this not part of the Insurance service?
Get an answer from our members and AAMI representatives
Underwritten by the Suncorp Network, AAMI offers four car insurance policies: CTP green slip for NSW, ACT and SA, Comprehensive, Third Party Property Damage Only, and Fire, Theft and Third Party Property Damage.
Points of praise for AAMI:
- AAMI's top score was given for its timeliness in responding to claims.
- Friendly and personable customer service was appreciated. Two customers reported AAMI ‘going above and beyond’ by helping them generously during times of financial hardship.
- Multiple reviewers reported that AAMI offered to organise Ubers from the repairer to and from their homes. Others enjoyed a smooth and hassle-free experience when making claims, with quick response times from AAMI.
Pain points with AAMI:
- AAMI’s chosen repairers and roadside-assist contractors were thought to be low quality
- Premiums increasing considerably even with no claims being made (this increase in premiums appeared to also apply to customers who had taken out multiple policies with AAMI, e.g. home and contents insurance along with car insurance).
|Category||Roadside Assistance Providers and Car Insurance||Roadside Assistance Providers and Car Insurance||Roadside Assistance Providers and Car Insurance||Roadside Assistance Providers and Car Insurance|
|Other Insurance Types Offered||Business, Health, Home and Contents, Income, Landlord, Life, Motorcycle, Pet and Travel||Business, Health, Home and Contents, Income, Landlord, Life, Motorcycle, Pet and Travel||Business, Health, Home and Contents, Income, Landlord, Life, Motorcycle, Pet and Travel||Business, Health, Home and Contents, Income, Landlord, Life, Motorcycle, Pet and Travel|
|Coverage Type||Compulsory Third Party (CTP Green Slip)||Comprehensive||Third Party Property Damage||Third Party, Fire and Theft|
|Legal Liability Cover||Not Included||Included up to $20 million||Included up to $20 million||Included up to $20 million|
|Roadside Assistance||Not Offered||Optional Extra||Not Offered||Not Offered|
|Reduced or Zero Excess Windscreen Cover||Not Offered||Zero Excess Optional Extra||Not Offered||Not Offered|
|Choice of Repairer||Not Applicable||Not Allowed||Not Allowed||Not Allowed|
|After Accident Care|
|Hire Car after an Incident|
Included, up to $90 per day for unlimited days - must use car by AAMI provider if available and within a reasonable distance of your location. Benefit ceases when:
|Emergency Transport & Accommodation||Not Applicable||Included up to $250 per claim for Transport costs, and up to $1,000 for Emergency Accomodation if you are more than 100km from home (combined with Emergency Repairs and Personal Property)||Reasonable taxi costs included for up to 2 journeys (applies to 'Damage by uninsured drivers' claims only)||Reasonable taxi costs included for up to 2 journeys|
|Towing Costs||Not Applicable||Included||Included (only for a claim made under 'Damage by uninsured drivers'||Included|
|Hire Car after a No Fault Accident|
Included - must use car by AAMI provider if available and within a reasonable distance of your location. Benefit ceases when:
|Essential / Emergency Repairs||Not Applicable||Included (combined with Emergency Accomodation & Personal Property), up to $1,000 per incident||Not Included||Not Included|
|Pay As You Drive / Fixed Kilometre Discount||Not Applicable||Not Offered||Not Offered||Not Offered|
|Hire Car after Theft|
Included up to 21 days - must use car by AAMI provider if available and within a reasonable distance of your location
Included up to 21 days - must use car by AAMI provider if available and within a reasonable distance of your location
|Lock and Key Replacement||Not Applicable||Not Included||Not Included||Included up to $1,000|
|Transit Cover||Not Applicable||Not Included||Not Included||Not Included|
|Trailer & Caravan Cover||Not Applicable||Two-Wheel Trailer Cover included up to $1,000||Not Included||Not Included|
|Child Safety Seats and Prams||Not Applicable||Included up to $500 per claim||Not Included||Not Included|
|New-for-old Car Replacement|
Included, if you are the first registered owner of the car and it is less than 2 years old
|Personal Property Cover||Not Applicable||Included up to $1,000 (combined with Emergency Accomodation and Repairs)||Not Included||Included up to $500 (does not include cash, tools and items use for business or trade)|
|Uninsured Motorist Benefit||Not Applicable||Not Applicable||Included up to $5,000||Included up to $5,000|
|Accidental Loss or Damage|
|Malicious Damage / Vandalism||Not Applicable||Included||Not Included||Not Included|
|Fire||Not Applicable||Included||Not Included||Included|
|Collision||Not Applicable||Included||Not Included||Not Included|
|Natural Events||Not Applicable||Included||Not Included||Not Included|
|Theft or Attempted Theft||Not Applicable||Included||Not Included||Included|
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