Reviewer Photos & Videos
A very bad insurance company
I had an accident with a person who is with AAMI insurance and she accepted that it was her fault and AAMI Called me and promised they will get my car repaired as it wasn’t my fault. They booked a rental vehicle for me until my car was repaired but the next day they change their mind and said they won’t fix my car and got the rental car back from me as well. Worst experience m. The AAMI staff was very rude to me and didn’t even ask how the accident occurred and they knew that it was their clients fault and she accepted but they still won’t repa...ir my car. UNBELIEVABLE. It’s very upsetting because now I have to pay access to my insurance and my car can’t be repaired. I recommend everyone not to be with AAMI insurance. You will be in a deep mess. I am warning everyone now. I will put the claim number here so someone sensible from AAMI might see and fix their mistake they have done. M066778001
I bought comprehensive insurance with roadside assistance two weeks ago. I received 3 weeks to pay my policy.
Anyway, when I ask about roadside assistance AMMI says roadside policy activate after payment has made and claiming is stated in PDA.
Also, give me a lecture about customer responsibility for reading every letter of PDA.
When I ask them to refer the PDA not able to point any condition (spending 20 min on the phone).
The service representative was rude and not apologising giving miss information either.
Then talk to the supervisor, she gave me a lecture it is common knowledge and frequently ask question without referring to correct place in PDS.
The worst insurance company ever!!! ZERO STAR!
I had the most terrible experience during 2 month that they ride off my car as they were in fault. Paying the lowest amount even much lower than the market value fo the car. No reply to emails and queries and they did't release the payment for about 2 month after written off the car and took the hire car back without sending money into my bank account as I had requested. They made me, as a single mother with my little ones, to have a hard time during this time and made me financially loss. Although I sent my bank details via email 3 times, they...keep putting the wrong bank account details and sending incorrect remittance advices . It took 10 days for them to realise that they made a mistake with the bank account number. Very rude and poor customer service. And so unproffesional stuff and supervisors.
Very rude customer service
Mine 3 insurances are with AAMI. Called this morning for a query. Answer was very rude and when I remind her that I am a customer and have full rights for the query. No apologies only tone bit a bit normal
Lack of transparency
Was involved in a no fault accident, car was deemed by AAMI to be a write off. Enquired if I can get my registration money back, and they responded saying that it is a Queensland transport law that the insurance will take the registration money. Went to Queensland transportation department to enquire, they said there is no such policy, and they managed to refund the car rego as it has not been transferred yet.
0 STAR. 0 STAR
Very bad service, and no one give a crap about you and your service. All the call centre is whole joke. And no one can do something you required. No one cares. If you want insurance. Go somewhere else
The reviewer stated that an incentive was offered for this review
Worst claims service
It has taken 6 weeks to try and resolve our small claim. It has taken their preferred repairer a month to get his quote to AAMI. No one will assist us you talk to a different person in their call centre every time. Still no resolution just a load full of stress and nobody cares. We will now be cancelling our three policies and going elsewhere. Don’t believe their advertising it’s a load of rubbish AAMI don’t care about their customers pay the premium and you are on your own at claim time
Absolute garbage service
When you ring your on hold for at least an hour to be hung up on or taken to a message recording, done with them and will now go elsewhere
If can review minus stars would have done so
We lodge a claim for car which was a total wreck due to the accident 3 weeks ago and didn’t hear anything since the day we lodge it. Every week we kept on calling and asking the update and it’s always same crap answer. Not sure what kind of insurance company is this .. we maintain insurance to get claims done quickly as possible and get sorted out things when in need but with AAMI it’s right opposite. Having insurance with them means mental torture to be honest. By the time they sort out our Claims we will be totally broken mentally and financi...ally for sure. Will never ever go with AAMI for sure. Have insured few other things , will definitely change them over. And every time when we call the customer service saying they will transfer our calls to management to talk but that managers either never exist or the customer service person not trying to get in touch with them at all. Spoken to Melissa from customer service and only verbally apologising nothing else at all. Her apology cannot help us at all with anything. Please be away from the company!!!!!
Never Ever go with them !!
They are taking more than a month to do minor repair. They keep lying saying it will be ready by next Friday but that next Friday never comes! Ridiculous Service!
Worst car insurance in market
Think before you buy any product from AAMI. This company is just after your money .I had an accident and was at fault , this was my first accident , and I lodged claim - M066075680-with AAMI on 6th may 2021. First it took me 45 mins in call center queue to get to claims person. The agent was rushing to get $800 excess out of me. They asked me to drop car at repairer on 14th of may at 8.30 am. After that the horrible and worst experience of customer care came into existence. I was informed by repairer on 17th may 2021 that car is most likely a ...write off and is being towed away . After that I waited for a day to hear an update from AAMI ,but no contact, I followed up next day via online chat and was told it will take 3 to 5 days to assess damage , not sure what they want so long for but again I had same status through the week and this time was told by online chat agent another 7 to 10 days as there are other cars in queue. I kept wondering where is the premium I paid for , what did I pay my premium for and why do u need excess then . No one ever contacted me from AAMI. I contacted again to AAMI via chat on 24th May 2021 ( you will be lucky if u get past the call queue), same thing I was told to wait for 10 days . There customer care agents are very good at harassing and making up excuses . Till now no contact has been made to me or no update on my claim. I had this worst time in my life without car as I am far from public transport. AAMI is least bothered about resolving claim even after I raised complaint with AAMI no one made contact to me. I have lost any hope of them updating me. I finally lodged a complaint with AFCA, hoping they might be able to help. I have cancelled my other policy with them. I will never recommend AAMI to my near and dear ones.
Number on Address... Wow what a difference
Don't go near this mob. I had numerous insurance policies and considered myself a loyal customer. Went online for new insurance policy for a car mistakenly typing the number address next door to mine and it comes in at $100 cheaper, than if you put in your home address. Put in address next door on the opposite side..still $100 cheaper. You put in your correct address and they hit you for an extra $100 more. Explanation for this is that possibly my house is in a Higher Risk area. How gullible do they think we Customers are. More like Already a customer so don't have to offer a competitive price. They've lost me
- Car Insurance - Comprehensive
You are never lucky with AAMI
On the 16/4/21 AAMI client was at fault damaged the rear of my car, I called my insurance, they told as long as you not at fault you do have to contact AAMI. I called AAMI three times and send them an email but they refused to process my claim because their client not reported that accident. So if the driver doesn't report that accident AAMI will never ever repair your car. After three weeks the driver put a claim but the arrogant AAMI never call or advice me for simple reason, they do not want to pay me money. I called again but they give two ...options either repair with my insurance or repair with their insurance both these options are not good enough to me. I am still waiting for their response nearly one month I don't have a car. I have four kids at school struggling to get them to school. I couldn't do my daily duties for the last month. I explained to them my family stress but they told that I have no evidence. Beware of AAMI you buy the policy in Australia but your claim processes in the Philippines. I want people to know what these insurance companies matters to them,money is their priority. I will seek legal advice and I will contact the current affairs programs to tell my suffering hopping one the government lop open commission to check insurance companies behaviour towards customers. So far 7emails and 14calls to AAMI and still waiting. Today is 24/5/21 AAMI never call back unprofessional company. Today 30/5/21 still no response from AAMI.
I was the third party in a not at fault claim. The at fault party also had insurance with aami. I have had to follow up with aami every few days to find out what is actually happening with the claim. I had to chase them for a loan car due to not being at fault. It took them nearly 16 days to determine my car as a write off and the market value ended up being 13,900$. Despite there being no cars of similar quality and year on the market for less than 20k. I was then advised by aami to cancel registration and retrieve my plates and belongin...gs from the car which I did a couple days later and still had no word on when payment was coming through. Then as soon as I extended the loan car I get a call the next day from the total loss department, telling me that I was not allowed to cancel my registration as I had effectively sold my car to aami.....uh what? No money had changed hands at this point in time the car is still registered to me under my name. I have never had an accident before and this is my first time having to deal with any sort of insurance issues in the 15 years I've been driving. Needless to say, I will be cancelling my insurance with aami and taking it to a competitor. I cannot believe as a customer I was treated in this way. Lack of communication, car not at current market value. Rude call center staff.
I have used aami for almost 2 years now, My direct debit failed and I called and fixed it up. They said it was fixed and I wouldn't have any further issues, however I got an email today stating that my cover has been cancelled due to failed payments.
Absolutely useless service I will never deal with them again
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
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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