Reviewer Photos & Videos
Oh, AAMI Bad!
had an accident but wasn't my fault, Aami insist send it to Capital Smart at Botany and there go the nightmare. send car in for assessed so they could order the part need but was told " we only order part in when the car is in, what if your car get stolen after we ordered the parts?" end up delayed pick up the car due to parts wasn't ready.....Aami Can't do attitude doesn't help at all either, was promised a call back but never get it and even speak to the supervisor is pointless, 50 mins on the line with them end up nothing!!!
AAMI are hopeless
If your after an insurance company that will not help you when you have a claim AAMI is the way to go.
That are frustratingly slow and after your 3 or fourth hour on the phone you may begin to think your time is more valuable that the claim. Don't matter how cheap they are if they don't help they are no use
Not the Cheapest but definitely the easiest , Australian speaking, efficient to deal with
Have several policies and have just renewed all...had a couple of non-fault claims on eldest daughter's car. AAMI took control, organised absolutely everything, notified all parties of every step along the way, resolved incredibly fast...super impressed!
Roadside assistance Quick and professional !!!
My car had a puncture last night. I called Aami and was told it could take up to 60 minutes. It only took 20 for Nick to arrive. He was so helpful and friendly.
The whole thing from my call took 35 minutes.
Thanks to Nick. He is in Melbourne.
Fantastic, Fast service and free as part of my policy. Thanks Aami you made my night !!!
lucky I am with AAMI
I had couple of things happening, with AAMI felt well look after, secure,and fully protected.
l was lucky to have AAMI, their employees are amazing they help you all way through.
l had my property insured with them, and now l am bringing forward my cars l am not happy with service from other insurers.
Terrible service terrible insurer
29 days to get me an answer as to what is happening with my car..
Terrible car hire no communication with car hire place..
Car hire threatning to charge me for car hire will be changing insured asap..
Still waiting on when I will get my car back and what state I will get it back in..
AMMI took my car from repairer to repairer around Sydney until they could find someone who is willing to fix it.. which tells me that the car should have been written off...
Even though the accident was not my fault and they would have gotten all there money back from the other insurer..
I say very unlucky to be with AMMI teribble terrible terrible..
good, reliable insurance company
we are with AAMI many years (7?)
we insure all with them. Last car accident showed how diligent they are. Call-orginised the car repar-orginise car transporting-free taxi;
they or their repair company inform us in every stage.
I've been with this insurance for 3 years. Had to claim a small accident with another driver at fault. AAMI organized everything for me (repair, taxi) within one week. Happy to continue being with AAMI
Not Lucky to be with AAMI
I have been with AAMI for 20 years and the way they have a handled my claim has been nothing but disgusting, I was hit in the back of my van and was not my fault but since the person who hit me is with AAMI and I am with AAMI they sent it to an special inspector team to which they try and get out of paying any damages, the car steering stop working after the accident a couple of days later and they said it was not accident related but would not let mercedes run a test to see if it was related, they talk to you like you are a criminal and I have...spent hours on the phone everyday trying to find out where my van is and what is going on only to be told a different story each time, Never deal with [name removed] from the vehicle inspector or [name removed] from management rudiest people I have ever spoke too, not only have they had the car for two weeks, not being fixed but they have also said they can not extend the car rental further even thou they are the ones holding my car. Never go with AAMI if you want your car fix I will be taking this to the Ombudsman.
Would have been a great experience if not for smart alec condescending staff
Never had an accident in over 26 yrs of driving until two weeks ago when a careless driver ran straight up my rear whilst I was stopped at a red light . He put a Claim in through AAMI his insurance company and after contacting aami with the claim number they were very helpful. They set up an appointment with the repairer for a time convenient to me and organized a rental car in the meantime as well as an Uber to and from Hertz, the rental car company. The car took a little over a week to be repaired and then was returned to my doorstep on a ...towtruck at 5pm. Brilliant. I was very impressed, that is until I called aami the following morning to let them know I was returning the rental car and would require the uber back home as I was promised both on the phone and by email, but was greeted by a very rude condescending called [name removed] who kept saying with a smart alec tone, that I can't drive two cars at once and said as I'm the third party I am not entitled to an Uber. I ended up hanging up and calling back only to be greeted by another man with a similar attitude but slightly more helpful. After being interrogated for almost 30 mins as if I was a criminal, with what should have been a 30 second phonecall, it was finally arranged that I should return the rental and an uber will take me home. Well thankyou finally, Could have done without all the attitude AAMI. Great experience until that point. needless to say I won't be taking out a policy with them. I'll stick with NRMA, at least they talk to people with respect.
poor customer service
Some one drove into my car this morning. I spent 40 mins on phone to some chick in the Phillipines who couldn't understand a word I said. I asked to be transferred to Australia. I was given the name of a repairer to contact; who I later found out had never worked for AAMi and been out of business for 3 years. I rang back to AAMi on a land line number to ensure I could be understood. I was told to take my car an hours drive away to be repaired. What a joke. She has now gone to find someone local. I have been on the phone another 25 minutes..... ...she has disappeared!!!! Awful customer service. Will be changing my insurer. 1 hr 35 minutes to try and sort this nonsense. I have been a customer with AAMi for years, they take my money and have no smash repair service centre south of the river in Perth. Will be cancelling you as soon as this is sorted
- Car Insurance - Comprehensive
Hopeless, one screw up after another, dodgy repairers as well.
You get what you pay for, in fact less than what you paid for. Sent in car for repairs. Was told big damage will need 7-10 working days to fix. Fine, AAMI extended my loan car until after I get back from overseas work trip. The day before I leave Capital (not so) Smart repairer calls and says you must pick up car today. I say, not possible, I'm working until after hours. They say they can't keep the car in the yard, it won't be insured. AAMI say the same thing. Not my fault, if I hadn't answered your call, I would have been overseas and not bee...n able to pick up my car. They say you have to pick up today. No leeway at all. I cancel my patients for the afternoon to pick up car. Lost income. Pick up the car to find stuff chucked around, damaged GPS unit, missing press stud on multiple panels and scratched roof trim. All of which is denied by Capital Smart. Escalated with AAMI, eventually repairer sends me press studs to repair myself but deny that they damaged internal trim. It just so happens to be in the same vicinity as where they were working and somehow magically appeared between when I sent the car in for repairs and when I picked it up from them. So basically they are saying I'm lying. Currently escalating with AAMI and waiting for response. Their first assessor was utterly useless and basically ignored my calls and the 2nd repairer's calls and quote. Once the issues have been dealt with I'm taking my business elsewhere.
Claims process is terrible
Thankfully I am covered but the claims process is more painful than the accident itself.
Getting into an accident is stressful enough - but having to then deal with their claims department is just icing on the cake.
They expect that someone who has had 3 accidents in 20 years should know what to do in the heat of the moment... I rang them on the spot and was told I was in the queue and the wait time was 40 minutes.
Did what I could but apparently didn't do it right so they made me pay an excess even though I was not at fault.
AAMI are terrible.
Don’t Insure with Aami
I have a comprehensive car insurance policy with Aami. I was involved in an accident in April, 2019. It took Aami four days to transfer my car to the smash repairer. Then it took the assessor one and a half weeks to assess the car. This is because they tried to get cheaper quote from the repairer.
The repairer still has my car which I gave in on 15th April and has not started repairs. They told me that they will not start repairs until another two to three weeks. This means it will be at least TWO MONTHS after they start repairing my car. The ...
Have had house and car with AAMI for many years and good past experience so was surprised when submitting claim last week. Claim consultant had very poor English and had to repeat myself several times and spell out simple words. Car has simple underbody damage to engine part which local non AAMI repairer could fix in 24 hours. AAMI took car to panel shop when told no panel damage where it has remained for a week without even being looked at. When called AAMI said that’s our process and could be three weeks after quote for repairs. Not good enough. Previously aami had prompt and efficient service now it’s rubbish.
Once a great insurer now the bottom of the heap!
I have a brand new $131,000 car. Unfortunately got the rear window broken and a small chip in the tailgate. Car is garaged in Queenscliff. But now I find out that AAMI has shut its Geelong repair and assessment facilities. So off I go 140 Kms to Melbourne. The jobs done and it looks like a four year old child did it. The car's name was replaced and it is so wonky it's an embarrassment to drive the car. The paint job was of a similar standard. By the way, I paid extra for glass replacement but was still charged $650 excess.
The repair shop agre...es that its a poor job but I want to go somewhere else. So I complain to AAMI - promises but no response. Next day, I send photos on the online claim site. Still no response. After an hour of deflection on the phone and "sorry your not happy" and an hour of hearing "You're so lucky you're with AAMI" - really? So they want me to drive 140 kms to an assessor and 140 kms back because they don't service anywhere except the Melbourne eastern suburbs. Then I'll have to drive 140 kms there and 140 kms back for it to be repaired.
Happy with AAMI Comprehensive Car Insurance
I have had AAMI Comprehensive Car Insurance on my Kia Rio since I bought it in 2012 and have been happy with their willingness to give me a discount for being a good driver. My previous car was written off in an accident and they paid it all back to me so was happy with that. Their phone staff have always been helpful with me so I've been happy with that.
Completely disappointed with my car insurance claim. We were not at fault. The claims people just said if we came out to a large street from a small street you are autocratically at fault. So you expect us to to never come out of a small street?
Don’t expect us to use AAMI ever again and will recommend anyone against this company who asks. Happy to move to another insurance company and even pay more to not deal with these people. Lucky I won’t be with AAMI.
Very happy with aami car insurance
Have had aami insurance for over twelve years and have had two family cars written off in this time and they have been great with follow up each time. Highly recommend.
Hide main things when you sign up
I was involved in an accident and the car was written off. They rang me and said that we are going to give you the agreed value. But we will be deducting the remaining premium money in my case 7 months worth of insurance premium. Also that wasn't end so they also claimed left over registration on car which is 11 months.
So in the end i paid total of 1800 including the excess.
No one told me all this until something happened.
Ripping people of by hiding the truth and what they will sign you up with.
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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