Things are changing for the worse at AAMI
We have used AAMI comprehensive car insurance for the last 7 years and have always been impressed by the competitive premiums and friendly service offered when I telephone, BUT, this year the renewal quote wasn't so good (no claim other than windscreen) and the telephone service seems to have gone off-shore (foreign accent and very scripted talk). Last time I needed a windscreen replacing it was fast, friendly and efficient and put me straight onto O,Briens, today, what a different story. I am now left waiting for a phone call from an unknown w...indscreen company, from an unknown location (I explained to the call taker that I was in country vic and where my nearest O'briens was, and when I asked where their new provider 'instant windscreens' was located all she could do was give me a head office location. Rubblsh. I bet they are a third party handler and will re-direct me to another company meaning I now have 3 companies to deal with.......(and yes, just had a call and that's exactly what they are doing.........AAMI to Instant WIndscreens and now to Protector Windscreens......next who do I complain to if its not done to my satisfaction???......they'd probably all hand ball to one another leaving me in the poo!......lets just hope the job is done ok). AAMI, if you are reading this, please take note, whatever changes you have made to cut costs, please fix it, you had a great system before that worked well and which was valued. I am not impressed at all with the 'new' AAMI. It is such a shame.......as funny as they are, all those Rhonda and Katut ads are obviously costing way too much! AAMI a well established company Changed for the worse, maybe offshore call centre, no local knowledge, and not as smooth good as it used to be. I will probably change provider now :(
No longer an AAMI customer. Overpaid by $600! What a ripoff.
Having been with AAMI since I started driving - I was quite miffed that they wouldn't match other's prices when cover was identical.
I threatened to cancel - and they didn't budge - so cancel is what I did.
I spent 2 hours researching other companies and finally came through to Youi - who included all extras - comprehensive hire car, agreed value for $600 less!!!
I have to say - AAMI were great when my car got smashed and the claim process is great - but $600!!!
Let's see if Youi live up to my expectations. Couldn't believe the price difference. SHOCKED!
JUST LIKE THE REST
I have been insured with 3 vechicles for the last 2 years( NO CLAIMS ) and my latest premium renewal has gone thru the roof !! , i went online with AMMI and anonymously got a quote using 100% same policy details and BEAT my renewal price by $500... YES $500. When i rang them to query my renewal price they could not and would not meet the price of the joe blow internet price :( . If i want to get that price i have to cancel my policy and basicaly rewards earnt and start again with the internet price .
THEY ARE NO DIFFERANT F...ROM ALL THE OTHERS !!! All about $$$ and absoulutely NO loyalty to their excisting customers. Started out like like they cared ... 99% of phone staff were awesome and were on my side DISHONEST LIKE ALL INSURANCE COMPANIES
Poor customer service
Very rude staff on the phone today. The receptionist was rude and then it got worse when I spoke to a staff member from Car Insurance. I was complaining about the subject of an email I received, "Unpaid Renewal". I explained to her that this was a poorly worded subject because- upon I opening it- I read that the account wasn't due until the end of May! She simply would not agree with me that the subject of the email was in error. I tried to tell her that it's not meant to be paid yet and that the title of the email was misleading for customers. She reckoned that not everybody would interpret it the way I did. I gave up. I've been a customer with AAMI for as long as I remember. It might be time to move on.
Poorly educated staff
Battle to get claim paid
Had an accident, made a claim, paid my excess. Rang 'customer service', was told my claim would be paid, I asked how long it would take them to process my claim (given that my excess was about $1500 and I was only claiming for about $1700, so I'm only going to get about $200 out of it) - got attitude, and was basically told 'we can't tell you.' So they can tell me my claim will be paid but can't give me any indication of how long it will take: months? Years? Anyway, months went by, no payment, rang 'customer service' again. Was told my claim wa...s long overdue, woman was sympathetic, but said person handling my claim wasn't in. I was assured that person would call me back. Of course, no call back. Weeks later, rang 'customer service' again but after listening for ages to the infuriating sing-song about how 'lucky I am to be with AAMI'), I hung up. In-between times, I tried emailing them on the address they gave me to try to find out what was happening. Seems AAMI don't respond to emails, which forces you to call 'customer service' and generally wait forever. Finally, went to their website, looking for somewhere I could email a complaint, found the complaint form and did so. Only after doing this was I finally sent the cheque. Why do I have to battle to be paid what I'm entitled to? relatively cheap premium
Used to be excellent 100% dodgy now!!! do not insure
Had accident earlier two years ago. got fixed with in a week.
Had an accident today... Horrible service!! Ceeya from customer care was extremely rude and she was arguing not hearing to anything i said. They have become very dogy!!
As per starters the premium was increased by almost $25 per month that by 12 is a massive increase. and they sent me a loyalty sticker. How very dare you!! Platinum status seriously???
I checked with other companies and it was at the old price i paid the year before.
When i rang AMMI to disscuss about it they sai...
Poor standard of repair and poor communication -WA
Although friendly, the AAMI staff provided us with incorrect information regarding the repair timeline and we had to deal with the repairer directly to get accurate information.
However, the primary problem we have, and I say have, as it is yet to be resolved is the poor standard of repair done to our vehicle. All of the resprayed panels have issues, with spots of dirt (there is even a hair) under the clear coat amongst other things.
The AAMI response to the issues, 'call the repairer to arrange a time to take the vehicle in'. Nobody fr...om AAMI has any interest in looking at the work done. This has been refused as my other half has to take the car in and I will not have her put in a situation where she could be put in a position of conflict with the repairer. AAMI are responsible for the repair and we will return the car to them, they can be responsible for getting the work done to an acceptable standard with their repairer. We will see how that goes.... My experience of AAMI is that you do all the leg work, they'll just push the paper and point you in the right direction. Now, if I had the choice of repairer and I'd choosen mine, I'd be okay with it, but I didn't have the choice so I'm not. In summary, I could chalk the repairers poor standards up as an aboration, but AAMI's process is not about helping you and you must do the leg work. That is something I'd expect from a rock bottom insurer and AAMI don't charge rock bottom prices. Well, it has been an eye opener, and I'll be passing on AAMI going forward.
Minor bingle with motor vehicle whilst reversing in laneway and damaging passengers side door. Matter immediately reported to insurance company who instructed me to obtain 2 quotes. One quote from their repairer and another from mine. The repairers provided the quotations to AAMI who then advised my vehicle would need to be inspected in 2 weeks at their depot. Provided everything was in order the successful repairer would be advised within 2 weeks. The repairer would then take all of a week to assemble parts then the vehicle would be off the ro...ad for another week. All in all a total of one and a half months. In the meantime the vehicle cannot be driven for any great distance or in the rain. Previous claims from other insurers have taken a total of 2 weeks from go to whoa. Attitude of staff does not help. Learnt that you get what you pay for. Very slow process which is unsuitable for one car family
AAMI - not good if you live in Perth
My 6 months old car (bought it brand new) was hit from behind by another car. AAMI sent it for repair to one of their associates and it came back to me without complete repair. What else to say, when contacted I got to talk some rude, arrogant person from their claims department who eventually just hung-up the call in the middle of the conversation.
We had good experience with them when we were in Victoria, but they are unable to manage their associates when it comes to WA.
Their funny music - Luckieeeee u r with MAAMI
Some nasty employees in their claims department
One for Two "They Cant Be Serious"
Recently experienced situation where car was damaged in a car park, then I inadvertently back into a car all on the same day, AAMI want two excess amounts of $545 each. I'm Rating 1 have probably paid $10k in premiums and their advice "that's the policy" - well how about I take my 4 policies elsewhere thats my policy.
Why 2 excess claims thats simply unreasonable with only your shareholder in mind
Disappointed with AAMI
I had a couple of mishaps with my car my wife scraped the side on carport backing out
i had a msihap with my trailer coming off and damageing the tail gate
i told the truth when i put in the claim but finished up paying two excess amounts had i not been honest i could have said when my trailer came of f i got a shock and sideswiped a tree i complained but to no avail they classed them as seperate claims i was punished for being honest will think carefully next time
It is not moral to be penalised for being honest
Was charged to cancel my insurance
Buyer beware. I had third party fire and theft on my old car then purchased a new car so wanted to cancel that old policy and take up a new comprehensive policy. I had months before my old policy was due to expire but at the time of cancelling it, they said there was a $30 admin fee to cancel it so I wasn't going to get any refund on the old policy. Suffice to say, I will not be taking up my comprehensive policy with them or Suncorp considering Suncorp are affiliated with AAMi.
I never had to claim so can't comment.
Charged me $30 to cancel my policy which just so happened to be around the amount they owed me.
Poor quality and dispute resolution process
Had insured my car for about 10 years, had an not-at fault claim, got through the pain of waiting 15 days to get it repaired, at last when I got my car back the car is leaking, they have done a cosmetic repair just to cover the damages on the outside - not even bothered about getting an inspection done prior to completion of work. Now I have to take my car to the reapirer who is 60 kms away and they say its local. Now I have to find some one who can pick me up from work at 1:00 am in the morning. Or else pay for hire car at my own expense. Cla...ims Service team doesn't have the approach of resolving my problem instead they say you have to either take it back to the repairer or handover my car to them and wait. Tried to call the assesor, no response. Claims services team are not willing to forward my case to the appeals ombudsmen. I have two cars insured with AAMI and a home and contents. Thinking of finding some better company with better customer service and accountability. poor quality service and work
Don't Fight for their customers
Been With them for 2 years, I had a car accident once. Made a claim, Was advised someone will contact me within 2 -3 days. No one called back. Called Them. they said still in progress and after 9 days i called them again. They advised that they decided with other person's insurance that both parties were at fault even though I Provided clear evidence that the other person was at fault.
They don't fight for their Customers. More Expenisve than Other insurance companies.
On-line cheaper than renewal
I've stopped insuring with AAMI, since I found that the renewal notice I received for each of my cars, was more expensive than doing an on-line quote with AAMI for exactly the same details. I rang AAMI, and they said that couldn't be, but then went through and compared my on-line quote to renewal quote, agreed they were the same in detail, but as the on-line quote was cheaper said I should just renew with that. I suggest everyone carry out this exercise (not only with AAMI). "Valued customer" often means they will keep charging you a higher premium than what you should be paying..
They did give good service when I was with them.
Got the "valued customer" pricing on renewal.
No fault driver out of pocket
I was recently involved in an accident where a tradesperson went through a give way sign and damaged the back of my car but it was still driveable. When I took it to the AAMI assessment centre they gave it out to a smash repair company and I was told that the car would be ready in just over two weeks which I thought was a long time. I was contacted in the first week to say that all was on track. Unfortunately, when I called the smash repair company the day before the car was due to be picked up I was told that they didn't even have the necessa...ry parts and that I couldn't take the car away on a planned holiday. After complaining to AAMI, arrangements were made for me to collect my car and to bring it back when the parts were available. I can't understand why AAMI can't arrange for cars only to be sent out when all the necessary parts are available so that the drivers can keep driving their cars. Perhaps too many people are making money out of the current inefficient system. All in all I didn't have my car for nearly 4 weeks when there was reasonably minor damage. I was very dissatisifed and will be looking around for another insurer. This event ended up costing me a substantial amount of money in rental cars and I wasn't the one at fault.
Unhelpful - Rude - Incompetent - Slow
I had an accident in my car where my husband was driving - we were not at fault a lady rear ended us - that was on the 5th March 2012 - Our brand new Mazda 2 was sent to the assessment centre followed by it being sent to the repairer of AAMI's choosing - we were told the car would be fixed by the 5th April - then recieved another call to say it would not be ready until the 25th April - as if that wasnt long enough we recieved a phone call on wednesday the 11th April to tell us that our car would now not be ready until the 25th July 2012 - all t...his for a simple rear end - they say its due to parts coming over from Japan and due to the tsunami that is why there is a delay the tsunami was over 12 months ago.....what!! so in total it will be 26 weeks withoput my car - What a Joke - I asked AAMI if they could provide me with a hire car due to the lengthy repairs which are not my fault but the fault of the repairer and the woman who hit us in the first place - I was told my the AAMI representative Gemma a lovely scottish or Irish woman that no they could take as long as they like to fix it as it is not their fault it is due to shipping of parts from Japan to Australia - I replied with Yes i understand that but what will AAMI do to assist me with another vehicle during this time - she said to me nothing AAMI will do nothing - as soon as my car is repaired we will be changing our insurer - given that the car is going to take 26 weeks but could be more and let me tell you - I cant wait for that phone call - so I can still not have work for the next few months thats - no car = no visits to physio which are much needed as i have injuries and no work so thats 26 weeks = approx $31,000- in lost wages but AAMI wont be doing anything about that - dont use them
Terrible Service and even worse repair
Firstly I'm a long term AAMI customer with previous minor works repaired quickly. However, I was in an accident where I was hit from behind while stationary in traffic. AAMI got two quotes, one being a write off due to cost of repair and the other saying they could fix it. I was initially told 2 months to fix and from there I was told "next week" every week until it had been three and a half months! I then contacted the branch manager who got my car back within 5 days...only there were parts not repaired, poor paint job, the back seat would mov...e about an inch back and forth all on a 12 month old car. On top of this they give me no reassurance that the hidden components (chassis was straightened etc) have been repaired to a high standard and they said it will never be as good as before. Don't know why it wasn't written off as they are sending someone else the bill anyway. Anyway car is back to the repairer for who knows how long or the standard it will come back in... Good call centre, good premium price Terrible repair, lack of knowledge on timing of repair, rude assessor
Save $150 - check your Car Insurance Renewal Notices
Just received my renewal for AAMI Comprehensive Car Insurance. I have been with the company for many years, received good service and trusted them. I was about to pay the annual premium but considered the premium a little high. Just as well I checked with on-line quotes as both the RACQ and NRMA were up to $150 cheaper for exactly the same conditions. Even when I requoted on the AAMI site it was around $60 cheaper. What sought of rip off the customer game is AAMI playing?
Expensive and sneaky
Bad respose for claims
During my claim process, 1st lady I spoke with mentioned that I am eligible to have full insurance to my hire car as and very thing will be refunded because my car had a full cover on the time of the accident. However few days later received a cheque with less than the total, called accounts and the person "George" was so rude and he said he was 100% sure his colleague didn't say that, as if he was there when the coversation took place. Finally had to make a complaint and after management listened to the 1st conversation, they rang me back and apologized and offered me compensation.
** In an any event, write down the name of the person you are speaking with and the time as they can track your call if needed.
Bad customer service.
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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