Poor communication and ridiculous fee increases when I moved interstate
I insured my car with AAMI (TPP, fire, theft) for 5 years, then when I moved from QLD to NSW they more than doubled the premium. When I cancelled in favour of a (much) cheaper insurer, they charged a $30 fee and didn't refund certain portions of my payment (even though they had previously told me I would be refunded the full amount). Communication was sloppy, at one point they sent me a document that referenced my car on one page and a different car on the next.
That said, they tend to respond quickly to phone calls (but if you do get stuck on hold, you get the AAMI add on repeat!)
Still waiting for my renewal notice by email 24 hours after request and going to my daughters home to receive it as I don't have a computer
got there in the end
Was T boned by a taxi. The other party tried to claim it was my fault which was obviously a lie. His description of the accident mad no sense at all and could not account for the damage to each car at all. Aami would not push back, said it was policy where there was conflicting statements to charge my excess with no consideration for the validity of the other party's statements (regardless of how obvious the crap was). I refused to pay my excess and drove my car with busted panels for 4 months as I thought that once I pay I would be on the back...foot. It took a bit of pushing a few threats and a lot of time at my end but eventually they put all the blame back on the taxi fixed my car and I did not have to pay my excess. It would have been better if they didn't try and take my excess in the first place for such an obvious no-fault accident. But I got there in the end. Note to others - don't take no or 'it is policy" as an answer when you know you are right, just jeep on pushing for what is fair if you pay for a service they should provide what they promise.
Disgusting wait times I find the claiming process so stressful at a time when people are stressed enough over an hour to get through and no return call service
Used to be good now 30-40min call waiting time and high premiums on car insurances.
Been with them for over 10 years. This last year was a nightmare to speak with anybody everytime I called them. 40min waiting time at the phone and still not answer not matter the department I called. I have two cars with them and switching them over to a different insurer. Good there are many of them to choose from. When someone finally answered was really hard to understand her due to the extremelly strong accent. Clearly the call center has been outsorced in some cheap asian country. What is happening in Australia??
- Car Insurance
Ok But Leaning Towards Disappointed.
I actually posted a positive review a couple of months ago but here's a follow up to that.
Unfortunately my car was involved in a fender bender AGAIN! My wife was driving and was quite shaken up at the time, put the claim through. She had an OKAY enough experience over the phone with the contact center person, but we were disappointed with the fact that they just followed protocol instead of understanding the circumstances of the accident. We even had a witness (complete stranger) who was willing to back our claim along with a Highway Patro...l Officer who said that the other driver was at fault. It's not really about the money, because the last time I made a claim, I admitted that it was my fault and payed the excess without any dispute but in this situation, I'm disappointed that AAMI didn't conduct an investigation to confirm with the witness and the Highway Patrolman about what happened. But just as disappointing about this claim was where the car was repaired and the performance of the repairer, McKinnon Smash Repairs on North Rd In Bentleigh East. The Admin people at the repair center were quite nice to deal with over the phone, but the end result for the service was not up to mark. For one thing, the repair center was a good a 35-40 minutes away from my home (which is now in the Knoxfield area). It would have been far better if they had just made it close by so I didn't have to lose almost 2 hours out of a work day to pick up our much needed car. The other thing is that the repairs, while done quickly (about 3-4 days), lacked finesse:- the replacement bonnet, has wiper nozzles facing elsewhere and are not spraying onto the windshield, and I also got the car back with NO wiper fluid; the inside of the wind-shield had some weird black glue like gunk stuck on there; and they sprayed some cheap tire shine spray, which makes it look greasy rather than shiny. And finally the inside of the car was all dirty with sand, dust on the seats and carpets as well as spare part labels lying about inside. I might be paranoid, but I also feel like the car doesn't run as well as it used to. I'm just as surprised by the fact that AAMI put my car through to McKinnon Smash Repairs this time, INSTEAD of Capital Smart Repairs (who are right next door to McKinnon Smash) like last time. So in the end, disappointed with the inconsistency. This is the first time in 8 years, that I've felt the need to actually consider another insurance provider. I most likely will take both my cars elsewhere for insurance.
Been with AAMI for about 6 years, no claims in this time. Silly me doesn't have the hire car option. Truck went through Red light and took me out, Rung AAMI, lodged the claim, the Asian bloke told me I had to wait till Monday (had the accident Thursday morning at 7am) to have the car sent to assessment centre as I wasn't a priority. OK, who is classed as priority? He couldn't say. I asked if there was anyway he could assist with having a hire car organised through the at fault driver, sorry but no. Have to organise my own hire car and hope the ...other driver will refund me the money. Gave me a phone number and discount coupon with Hertz, number invalid and phone number disconnected. Rung back and got a lady, same thing not a priority, didn't know who was. Rung back and got an Australian lady, organised tow truck within 1/2 an hour. Currently without a car, no way of knowing when its going to be fixed, told to wait until someone calls. No assistance with hire car or arranging this with at fault driver's insurance, basically no help whatsoever. Once my car is fixed, I'll be taking my insurance elsewhere.
Ridiculous..saying something doing something
I was not on fault but I was asked to pay the access and will pay me back once they find the other party but now saying we didn't mean that we will find the other party.. sham n damn to their call attending crew that don't define rules accurately or don't know it themselves to how to understand and define it..
Run Around For Smash Repairers And Claim Assessment
AAMI claims has blamed myself and other person involved in an accident. The other person reversed out of the car park without looking. When it came down to do the claim originally AAMI said both parties were at fault. That took a while to sort out eventually. Now finding an approved smash repairer has been a waste of time as a person living in western Sydney going to a repairer then to the city to work is not convenient. Why can't we get a trusted repairer just like how NRMA. I would have been able to get a quote and fixed locally without hassle. I know I won't renew with AAMI. Painful, time wasting process. Improve your process to be convenient for customers.
I Really Don't See What's LUCKY Being With AAMI
I had my very first accident after 35 years of driving. It's now been 11 days since the accident and was advised that I would be contacted between 4 to 5 days, do you think I've heard from AAMI?
What a real joke this company is, especially when I've been a loyal member for over 15 years and always paid my policy in full each year.
This company is only good for one thing and that's taking your money, but when it comes to them paying you... forget it.
I will no longer be an AMMI member after this disgusting experience.
AAMI you really suck!!!
No Love for Current Customers
It seems that your best chance of getting great service and a competitive quote is if AAMI doesn't know you exist. Previously I've found that going online for a quote gave a better price than your renewal, then you have to beg them to improve the renewal price even though I've been with them for 8 years. However my latest encounter was an eye opener. We moved my wife's car insurance to AAMI (online) when she bought a brand new Mazda CX3 (brilliant car). New car insured under both our names and listed both as drivers. Loved the car so much we bo...ught one for me too a month later. Exactly the same car except colour and manual transmission (so $1500 cheaper). When I approached AAMI to insure it they quoted me $140 p.a. more than the other car. I pointed out the difference and received a "my hands are tied" response. The only suggestion was to transfer the insurance and wait to see what the renewal was like in January. I'll take two guesses as to what it would be like. I've now gone elsewhere as I can't stand the idea of having to beg each year to be recognised as a loyal customer. We'll see what they do with my wife's renewal, but I'm not optimistic. Their staff on the phones are nice and the one claim (not at fault) that I made many years ago was well handled. But they need to start by keeping customers before they try to get new ones.
I am unlucky I am with AAMI Car Insurance
I have been with AAMI for 20years I have had a car repaired in a recent claim. It was first taken to a repair shop which couldn't repair it we were originally told it would be 4 days . 4days later the car was towed to another repairer then 4 days later they told me it would be 5 days . I was then informed it could be picked up 2 days later and now another 2 days . I am not lucky I am with AAMI I am really unlucky it has been 3 weeks for this repair. it is a business car and it seems all the standards I have had in the past have not been met. I have a number of cars with AAMI I am going elsewhere with the next renewal.
unlucky youre with aami
during a claims process in which i was not at fault, they were difficult to deal with and i spent at least 20minutes on hold every time i tried to call.furthermore, their online services were poor. i was told to update and add details to the claim online however this was not possible. when i emailed to ask about this, there was no reply. they were very blunt and short during this stressful and difficult time. it also took them over a week to authorise repairs to commence on my car and were unhelpful and when enquiring as to the process of claiming a hire car and other entitlements.
Dismal and dodgy
Just put in a claim with AAMI, only minimal damage. They were very quick to take the excess payment but then refused to deal directly with with the repairer. I have to pay the repair bill upfront as well as the excess. They will then reimburse me if they consider the repair fair and reasonable. Their claims are now all off shore and I would definitely say the customer service has taken a nose dive. I see a VCAT application pending!!
i had an accident on the 24th of January and the car was picked up on the 28th due to the public holiday and etc. it took a week for the car to be assessed and I was told my car will be ready in 2 weeks by the 17/2. Then I got a call not long after to inform it'll be delayed an extra week as the parts need to come from France. A week from the 17th is the 24th. I called on the 20th and was told the the car will be ready on the 25th.
On the 25th I called to arrange pick up and was told it was never meant to be ready till the 27th which is tod...ay. I got a call today around noon saying they're actually waiting from some other parts from Sydney that haven't arrived and it looks like the car will be ready on Monday. I called AAMI and was told the car was always expected to be ready by the 27th and there is no record of any other dates. AAMI can't do anything as this is a very normal situation and it happens everyday. My question is how did they get the parts from France and not from Sydney! It's almost a month without a car and I've still paid for my insurance and rego during this month. Thanks to AAMI I won't be able to get to work this weekend because I took up shifts assuming I would have gotten my car back!
Customer service and records keeping are atrocious
I'm on my mum's AAMI insurance policy, but for the FOURTH time, my mum has to ring them to ask them to speak to me about the policy. They have no records of the fact that this authorisation has been made before, and the last time this happened (about two years ago), she asked them to make absolutely sure that this was on their records. They ASSURED her that it was. Lo and behold, I call them this morning and they refuse to speak to me because I'm not authorised. ARGH! Their customer service used to be polite and helpful, but it's now like dealing with call-centre robots who aren't remotely interested.
Failed to inform me that my insurance was cancelled after I missed a payment. I changed my credit card details and informed them telling them to direct debit on a certain date. They failed to put in this data and consequently my payment on the 23rd of December bounced. I was not informed that they had cancelled my insurance but what I was also annoyed at was the fact that they cancelled my house insurance as well without informing me.
I have always been happy when dealing with AAMI. But I had never made a claim before. Until recently. There was a problem with the claim and when i confronted them I was taken aback at the way they handled it, very defensive and unflexible. So disappointed. I thought AAMI was different but I guess I was naive to think that an insurance company would actually care about their customers interests like on the ad. I finally made a complaint and it has been resolved but not without leaving a bitter taste in my mouth. They made me feel like a fool for the entire process. I had to keep telling myself you have a right to complain and they have the duty as your insurer to fix the problem. Very distressful experience.
From bad to worse customer service in 3 weeks
I've been with AAMI for 2 yrs and got a huge $15/month increment to renew my policy. Rang them the morning my policy was expiring to negotiate a better price. Still too expensive so I decided to cancel my policy, the man says he'll have to take the $30 cancellation fee because I had a direct debit setup and the money would've been already taken from my account!!! I could not believe it. I insisted the documents said my policy was expiring that day midnight so I didn't have to pay any exit fee because I was in my right to cancel the policy. I wa...s ready to go to Customers Affairs but decided to ring again, a nice lady helped me, renegotiated the policy and sent me an email confirm the details. Three weeks later I get the policy cancellation confirmation letter and rang them. The lady made a mistake, so a new policy had to be created again! this new lady even said her manager didn't want to honor the price I was already been given, ahh?? I'm still deciding whether to cancel my policy with them, but all the comments make me think this is not soo bad company. On the positive side I have to say they refunded the total amount in the end, without taking the exit fee that wasn't supposed to be in the first place! I can't comment on their service with claims as I haven't had one so far. Customer service, unreliable promises, unfair application of exit fee policy
Not competitive if you are an existing customer
Been with AAMI for many years, never claimed on any policy yet premiums go up each year by $100's. If I get an on line quote using my neighbours address my premium is 50% less for the same car, just because they are not a AAMI customer. Excuses they give for this are about increased risk when nothing has changed and they even admit it is because they are a new customer. Basically existing AAMI customer pay excessive premiums and AAMI are not interest in retaining low risk customers. If you are looking for insurance then AAMI will give you a great quote and be very competitive as long as you have no policies with them but do not expect this to last.
Cost of premiums going up excessively for no real reason. No longer affordable.
Questions & Answers
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?
How do you decide who is at fault for collision
It goes by the road laws. For example, if the other person was supposed to give way and you were already in the intersection, then the other person is at fault.
Hi Wendy! Well it depends if you think fault of the other party, of course they will fight for you but it needs justification. Proof thanks
Why is my claim review taking so long I am homless and live out the car I suffer a neurological disease that causes me to stutter AAMI thought they put the call on hold but took it off for me to hear them picking on my stutter saying nnnnooooo moooonnnnneeeyyyy fffffooooorrrrr hhhhimmmm I have contacted 2gb and am contacting channel 9 I just wanted to hurt myself after hearing the mocking and have only just been released from hospital
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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