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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...
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
The worst insurance company
I was insured with AAMI about 4 months. I got an email saying my policy has been canceled due to an overdue payment that somehow wasn’t debited from my bank account over a month. I’ve read many reviews here and people are getting the same problem. Never received any bill not even a call from anyone from AAMI. I called them and was informed that I had to start another policy and the price would be higher. You guys don’t give a damn to your costumers. You guys think that canceling people’s policy is gonna make them get another policy, you wrong! I feel I’ve been robbed over these 04 months of insurance! I decided to don’t getting another policy, I’m getting from someone else. Take care.
2020 for us all has been a terrible year. then one of my cars was rear ended by an uninsured driver, the aami process was smooth enough with a few hurdles. the following fortnight my home was robbed and in the process stole my wife's car in the process and subsequently burnt it out.
After emailing AAMI a copy of the photos of the car and a copy of the police report I called to find out the progress of the claim, I mentioned the previous operator I had spoken to said the car would likely be a write off, the response I received from the Manila c...all centre was what proof do you have the car is not repairable? and am I able to advise them where the car is now even though AAMI had transported the car from the towing centre to their own yard. I submitted a complaint regarding this and had a AAMI representative called me back, to advise the claim has been processed and he will have the team arrange the payout paid into my account, 3 days later I receive a call from AAMI's investigations team to advise they need to here in my own words what happened to the car. AAMI's service is inconsistent, extremely aggressive, at times comments completely uncalled for.
Do not get roadside assist if so go with RACQ
They don't offer roadside assist even though I payed the extra . I'm ropable . Pay the extra and go with RACQ. I've learnt a valuable lesson. Lucky my missus had RACQ they sent out roadside assistance for breakdown then towed us 140km home unlike AAMI who were only going to tow us 20km or to the nearest mechanic. I know darned well who I'll pick for my insurer next time and it won't be AAMI. Rip off merchants and fraudsters saying they do roadside assist . What a joke!!!! If I could get a refund I'd go with RACQ . (For Qld customers). POLICY MEANS NOTHING.
Still have to pay insurance policy even when car written off
Car insured with AAMI for 5 years. Car in accident and written off. When accessing the claim amount they deducted the remaining 4 months insurance for a car that doesn't exist. Are you serious. Sure charge a cancellation fee but don't charge all the remaining insurance for a car that is gone to the Car Gods.
AAMI do not honour their PDS
AAMI have denied my insurance claim based on an irrelevant exclusion in their PDS. According to AAMI, they do not cover a stolen car claim if the car was for sale at the time it was stolen! This is contrary to their PDS (which logically excludes cover AFTER the car has been sold) and should go as a fair warning to anyone considering AAMI as an insurer. They have been slow to acknowledge and process the clam and continue to draw it out as long as possible. I am now being forced to go to AFCA for a fair outcome.
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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