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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
Disgusting customer service.
My excess is $2,150 and it’s something that I did not agree upon when I signed up with aami. Some flexi cover crap I’m paying extra for. My standard excess should be $600.
Rude customer service.. because I cannot afford $2,150 they were harassing me multiple times. Yelling at me on the phone.
When I did call them back multiple times to ask them why and how is my excess so high they wouldn’t answer my question.. completely ignoring me and would hang up on my face. Even one lady said to me “business is business” then hanged up. It’s disgusting AAMI you should be ashamed. Supposed to be helping your customers but your stealing money from my pocket. Wth $2,150 you got to be kidding. Didn’t fall for it. Pigs!
Ridiculous Customer Service!
This morning we rang the car - roadside insurance to come have a look as my car had broken down. A sales person called [Name Removed] came through to replace my battery. I have a Honda CR-V. When I turned on the car my navigation system was blank and it didn't appear to work. It was working fine until the battery got replaced. When I took it up with [Name Removed], he said it's Honda's problem. He also said your car is a Honda Accord, I've done this several times and never had complaints and I said I have a CRV and he said yeah same. He was qui...te rude when questioned about the mistake which was clearly on his part. He was of no help so I had to contact AAMI, where they proceeded to tell me that such "Roadside assistance is that way, it has no gurantee". This is so unprofessional and I'm infuriated. Not only did I spend $200 to get my car damaged by them, but have to spend about $500+ to get that fixed. I really do not appreciate this customer service at all. I will definely not be renewing my insurance with AAMI.
So happy with them
I have made 2 not-at-fault claims through AAMI and they have been incredible! Organised everything from tow trucks to taxis whilst on the phone to them. So kind and helpful. Very happy I paid for the hire car on my policy as I do feel that has been worth it.
Bad customer service
No stars for this company. Extremely bad customer service in terms of keeping the customer informed of the status of the review of the claim. They hardly called us to update the status and if they did and we could not answer the call. When we tried to call them back it always went to the officer's voicemail and they just would not call us back. It's been more than 9 weeks since we put thorough our claim and we still don't know what's happening. No-one would call us back to give us an update! We feel we are so UNLUCKY to be with AAMI!!!
Can’t give less than 1 star.
1. Worthless insurance company/ Sucks money out of customer
2. Roadside assistance; need to lodge the claim beside the battery is down or forget the key inside your car.
3. Lodged a claim and need to wait weeks and weeks to get it resolved and I fixed my car and paid it from my pocket.
4. They help themselves not the customer
A 100% recommended insurer
We had the best first insurance claim experience!
Never met with an accident before, never had to deal with insurance before. So I turned to reviews online to see how other people went about their experiences. Guess what? I only found terrible reviews and distraught experiences. Definitely gave me a few sleepless nights. I have therefore decided to share my complete experience with other first-timers like me so they aren’t as petrified of insurers as I was.
So we bought a brand new car, our most expensive purchase ever! And this P-plater ran ...into the rear end of it on Day 2! Sure enough, I got all his details - the car plate number, his driver licence photo and his phone number (note - these are imperative if you want to avoid paying excess in a no-fault claim). Called AAMI and was taken care of almost instantly. They filed a claim online, had the car booked in for repair on the very next business day. From the repairers, an Uber was booked for me to the closest Hertz car hire where a car was ready for me to drive until mine came back. Day 3, I received a call to say my car was all new again and ready to be picked up. Simply dropped off the rental, took the uber they booked for me to the repair centre and drove off like the incident never happened. Genuinely, felt like every penny of that insurance premium was worth it given how seem less the experience was. If you’re someone that’s reading this because you’re choosing an insurance company - I 100% recommend AAMI! If you are someone that is about to file your claim, please share your experienc here - GOOD OR BAD. It can really help calm someone’s nerves.
Avoid!! rip off. Rude customer service U don't get the service you pay need to wait 9 hours for tow truck! 1 star rating
Policy poor value.
Road side assistance worst experience I ever had. Rude customer service rep. Not worth paying them extra money and they will NOT provide you premium service.
Need major improvement.
I cannot believe AAMI have now gone to the number system on the phone. the recorded AAMI message and song throughout the whole time I waited was the absolute worst. I never want to hear that tune again. The reason I chose AAMI to begin with was because I could actually speak to a person, as soon as I phoned the number. We had all our insurance through them. I will now be looking elsewhere.
Scam. Unethical. Bullies. Unconscionable
Aami’s contract repairer undertook repairs to almost 90% of my car’s value and rendered it unroadworthy, unsafe and unsellable. It should have been written off. Now I’ve lost my car
worst insurance company
filed a claim with them was stood around over a month. still not resolved. worst insurance company. got threatened to cancel the insurance to avoid claim refusal (even though i wasnt at fault and fully covered by insuance)
Beware if you have a parked car accident
Had a trolley driver damage my car while parked at a shopping centre. This was a hit and run and thanks to an eye witness, I contacted the shopping centre and also made a police report. Despite the incriminating video evidence which was subsequently made available after the police report, I'm told that my excess still stands since I did not provide details of the other driver! What a joke. Took over a month to fix the damage incidentally ( bumper bar), and 10 weeks later I'm still questioning why there is a delay in refunding the excess only to...be told "until we verify the other party is at fault" your excess will not be waived since I only provided the Shopping Centre TPI details. I insisted I get this decision in writing and will be vehemently contesting this with the ombudsman's office in 4 weeks. Giving AAMI the benefit of their delayed processing to seek the video evidence which at the time of this review they have not done.
AAMI Cancelations beware
Insurance was simple while I had it one claim for a windscreen simple fast. BUT when I sold the car and cancelled the insurance a refund was due for the unused time , Great. They took all my details and said they would pay it back in to bank account really 10 days go by and nothing. I ring them and they don't even bother checking just tell me it might take longer like 10 days instead of the 3 days I was told. I asked them to check not just guess. Then I find out that they hadn't put it in to my account and that they had sent a cheque out. A che...que who uses cheques these days no one besides that I told them I am going overseas so I don't live at that address anyway. Complete rubbish and just trying to hold on to the money as long as they can. Still on hold while writing this review. Pathetic excusses from them...
Would provide a lesser star if possible.. Horrible Service with wait times...
Would provide a lesser star if possible.. Horrible Service with wait times... beyond a joke. Sales Q wait time 2sec... Service Q wait time more than 30mins...that explains where the focus is more for the company. All about the getting the money in.
Worst Car insurance - Please stay away
I went with AAMI because of low insurance policy - Got a call from repair no parts in town for Toyota Corolla which is hard to believe and they informed it will take another 8 weeks for the parts to arrive.
I think AAMI is big SCAM it should be avoided at any cost and go with proper car insurance company
Roadside assist is a joke .
Broke down 200 klms from main town had to pay full cost of tow before they would tow me .now trying to get reimbursed after many calls and transferred around for hours only after i said ive had enough and ringing the ombudsman now was told i have to wait a month .I'm about to change insurance for both cars and trailer they lost me .
Avoid AAMI and Suncorp at all costs
Woeful and rude customer service. They don't care about you as a customer, only the bottom line. My car was in an accident, and they took it to one of their 'authorised repair centres'. Said it would be back in 2-5 business days, but I ended up getting my car back 60 days later. Zero communication from AAMI, or the car repair centre. It was towed and transferred elsewhere. I had to follow up and chase for two whole months, on my own time, often during work. I then raised a complaint which went up to Suncorp, and they only further wasted my time.... The agent there did nothing but make poor excuses and perpetuate false and misinformation so they were able to get out of any sort of compensation for misleading me. My excess was also through the roof compared to many other, more reputable insurers I have found today, almost a year after taking out my policy. They also like to do things like authorise second hand parts without ever notifying you. AAMI sucks. I would rather drive around with no insurance, even if they were the last insurer on the planet, I would never go to them ever again, and I will ensure everyone I know does the same. Avoid at all costs, there are many better car insurance options out there. AAMI deserve to be dissolved as a company, but funny they just might do it themselves with the way their treat their customers, the sole life source of their business. Nice work AAMI!
AAMI rip off valued customers; keep hiking up premiums
No accident in 40 years of driving,yet every single year AAMI increase my premium by hundreds of dollars. Every year I spend an hour on the phone trying to get the premium reduced because it’s extremely high. Cancelled insurance, putting in a massive complaint. Terrible company to deal with
I fortunately haven't had to claim anything on my insurance; however, their website is absolute trash. For some reason my cover is not listed on their website and so whenever I have to update my details I have to call up and it is so frustrating. I'm definitely looking forward to leaving.
Stay away from this mob. Quoted $10,000 to be repaired. Which in reality. All repairers 3 to $4000. Ask how it come up to much. No clear explanation. Easy figured it out. Its economical for them to wreck or write off your beloved car. Then payout less and then they auction it. They will move without you knowing thinking its on a repair and assessment shop. When i found out they already towed it to a auction and salvage company. Hoping or convinced already that you got scared and write it off for a 2 door and quarter panel.
I actually do feel lucky.
I was involved in an accident where I wasn't at fault. Staff were really kind, caring and helpful. Car is a write off as its not worth much. Less than a week since the accident and the funds for my car are already in my account. I will be taking out a policy with AAMI for the next car I buy. I couldn't fault them. I am really happy with the service.
Roadside Not Assist
One wheel bogged on a lawn after torrential rain. AAMI refused to help us for an ever increasing number of reasons, from looks steep on google maps (it wasn’t very steep), the tow truck might get damaged ....?. What? And finally after 30 minutes when I said why not let the tow truck driver decide as he is the expert and you’re sat in a call centre I was transferred to a supervisor who told me that being bogged isn’t covered, only mechanical breakdown. Do not use this dreadfully unhelpful service.
Car stolen - no payout - after 43 years of AAMI being my insurer. Disgraceful treatment
I have been with Aami for 43 years as my car insurer. Car got stolen in January and they have rejected the claim. Headed to AFCA to resolve. Shouldn’t have come to this!
Do not go with AAMI
They are fine taking your money believe me, but as soon as you have an issue with a repair that was done they will leave you hanging for weeks and weeks. Terrible communication. Won't reply to emails. Needed a repair that was only partially completed relooked at that was missed off the original claim. Told me some 5 weeks ago or more ago that an assessor would contact me. STILL waiting. I do not have time for this incompetence. Will never go with AAMI in the future. Home and contents - great. Car - appalling.
Questions & Answers
Why AAMI has my comprehensive car insurance increased by more than $140 dollars since last year from $343.40 to $487.84 for this renewal??????? I haven't paid it yet and feel inclined not to. That is a ridiculous increase!!!
Hi Trayay, thanks for reaching out. As this is a third party review site, we can't assist with policies through here. Please email firstname.lastname@example.org with your full name, policy number, and date of birth for ID, or give us a call on 13 22 44. Our team is available 8am-10pm AEST every day.
My pH no is [Number Removed], My name is Cindy Rice and am a AMMI member, I need roadside assist now rego [Number Removed], Can someone come to Woodlark st Lismore NSW CNR of Mary G's hotel, my address as a customer is [Address Removed], plz can you call me asap
Cindy you really shouldn’t put your personal information on the internet. They are not going to come to you from this message, it is a review site.
Hi Cindy, sorry to hear you're having car trouble. We're unable to provide service through here as it is a third party review site. Please give our Roadside Assist team a call on 1800 154 810 and they'll be able to send someone out for you.
Please delete this post, as it contains your personal details. In order to keep your details secure, please do not ever post them publicly, or in private messages unless requested directly from a trusted source. - M
Customer Service .. please call her to advise!! Show some decent customer service! She sounds stressed!
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?
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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