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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.
Have 2 comprehensive vehicle insurance policies with AAMI, made a claim this year for minor damage caused by another vehicle whose details i had. I found the claim process quick and painless l did refuse to accept their 1st preference repairer and was escalated to a manager where i argued for another repairer l was familiar with for good work who was also a registered AAMI repairer but not promoted by AAMI. I had a hire car arranged and taxi to/from repairer. Based on my experience and I'm not someone who tolerates bad service I couldn't fault my experience and would recommend.
Only downside is their premiums increase by double digit % annually however if you call their c/s agent does have authority to reduce by 3%-5%.
AAMI does not
No value for money ,they have worked hard not to help.AAMI like to hide key information in the back pages. I do not trust them and will not use them again.
Aami Left us for Dead! Zero care for human beings.
Heartless Company and workers. On Friday the 13th Nov, 2020 we had a horrible accident which involved our kayak at the beach filling with water, flipping and us losing everything including our phones, wallets, IDs, shoes and car keys. We were more than four hours out of Melbourne and completely stranded. We were in the water for a very long time waiting for a boat to come by and save us. We were very lucky in that regard. A stranger let us borrow their phone to help us call AAMI. My partner has comprehensive car insurance along with road side a...ssistance with AAMI. We thought all good been paying them heaps of money they can help us. We explained what had happened to us and that we couldn't get into our car as the key was somewhere in the ocean now and that there was no way of finding it. We were about a 30 minute drive from our cabin and out far in regional Victoria. There was no public transport, shops, public phones anywhere near by. The closest police station was at least a 20 minute drive away and we didn't know the area or how to get there. AAMI told us we could wait 45mins- 1 hour for someone to come open our car for us. Cool, but we don't have the keys to start it and drive off. They said we would have to go to a locksmith to get a new key and the key might cost about $1000 as an estimate. We didn't know if there was any locksmiths nearby so we asked if they could tow the car back to our cabin. They said they aren't able to unlock our car and tow it. They can only do one or the other. I was like we could just get it towed then. But they said we need to unlock car and have the car keys to tow the car. So it was impossible to tow. We asked if someone could even just pick us up and drop us at the closest police station or town so we aren't stranded and they said they can't do that either. We asked if it was possible to tow without the car keys and they said no. They just said someone would have to come out and unlock the car which was free and then we would have to pay at least $400 for someone to tow our car. They couldn't even tell us for certain how much it would cost and still wasn't possible to do this again without the car keys to start the car. We begged them to make an exception but they said they can't and that was their policy. We winded up talking with multiple people as we kept being passed onto someone higher up and they all said the same thing.
- Car Insurance - Comprehensive
Can't believe I did not cancel them the first time.
When I had an accident claim last year, I had to take my car to three different places as the first two they chose were shonky and wanted three weeks with my car. Then they told me I had up to $250 for replacement transportation whilst my car was being repaired. They did not tell me I had to use taxis, so they refused to reimburse my rental car cost of only $185. Today I called after a young person hit my car. I have their name, their rego, their phone number and their insurance policy number, as well as a written apology for hitting the car i...n a letter. Aami wants to charge me a $600 excess because I don't have the girl's residential address!!! Cancelling today and never going back. Aami is the absolute worst company I have ever dealt with. A two star rating is being very generous
I bought a new policy over the phone and the women made not one but two mistakes. She entered my email wrong so I couldn't receive my documents so I have to call them again. She also entered my DOB wrong, I said 1992 but she entered 1982, I could not understand how the 9 sounds to be 8??? And then I have to pay $40 to just change my DOB on the policy which I only receive after I made a payment, they refuse to send a quote before I made a payment over the phone. Another woman called Stephanie just explained to me she listened to the call from her side couple of times and she confirmed I said 8, not 9, and refuse to let me hear the call. Such ridiculous. I will change to another provider after my policy expires with AAMI>
Worst experience Ive ever had
The service I received and the entire duration of the claim was so bad I ended up selling my car, I couldnt stand it any more because they ruined it.
I was rear ended in sep 2019 and it took them 6 months to get my car repaired and back to me in a safe, drive-able condition. They were horrid to deal with and I went through about 6 different people during my claim.
poor and lazy service
very terrible and poor service of aami car insurance.. My care was stolen two month ago..... still claim has not resolved yet. I dont know what they want to prove. I have been suffering without a car. but they dont have feeling of any suffering ..
whenever i called them , they have only one answer.. the claim in in process with the investigation. although, they have debited basic premium on the 1st day of claim...
poor service ..
Corner cutting repairs (WHISTLEBLOWER INFO)
I worked for AAMI 99 walker Street North Sydney and whilst I was there in their motor claims department I realised aami would allow their customers to obtain a quote and then they would show that quote to their own repairer to undercut the quote to ensure they chose the repairer. Now as for capital smart when it was introduced their capital smart facilities although not aami suncorp as a parent company own a percentage of AMS Group and Capital Smart with Jim Vais if your car goes to a capital smart you'll be met with a smile and all happiness b...ut let me tell you this I know panel beaters who work in capital smart facilities Instead of them spray painting the high fillers (primer) they use paint rollers to apply the high fill (google it the info from others is out there its true) secondly they blend clear coats all automotive paint specialists and paint reps will tell you "you can blend your base coats but never can blend your clear coats" for those wondering your base coat is your color ie. Red white blue metallic paints you can blend these however if you blend clear coats what happens is a faded line will appear eventually and lead to clear coat flaking away and we all seen cars where the clear is flaking usually from a half assed repair. Secondly capital smart shops do NOT properly remove panels or bumpers to allow proper painting they will go as far as they can to save money for their share holders so yes they will use masking tape and mask up door handles door moulds and what happens is you get a painters edge (paint line build up as high as the masking tape) around your door handle or door moulds and in afew months or year or so it will start to flake. If you are insured with aami change to a insurer who allows choice of repairer and when you choose the repairer ensure they are a reputable repairer in which their scope of works may include painting and repairing high end vehicles OR car restorations as any smash repairer who does restorations on old classics like old muscle cars or hot rods they will easily give you the best paint and repair finish you can get aami have throughout the years been over the news for their shonky repairs and corner cutting and seeing I have worked both insurance and assessing and smash repairs myself I would stay clear of every suncorp brand of insurance Stay clear of: Vero Bingle Gio Apia Aami Suncorp
Not lucky to be with AAMI
I made a claim late September 2020. It was a accident caused by a animal. My car was picked up and kept for at least 3 weeks to get repaired. My car gets towed back the tow truck driver asked what did they actually fix? I was like well the gearbox but that was it. The car needed bonnet and bumper fixed. I drive to my friends which is 80k’s I hear this loud scraping. I quickly pull over and see half the bumper is hanging onto my tire scraping it as I am driving. I contact AAMI when I get home. Two weeks now and no one has contacted me back. Real...ly bad after care and getting the job done properly. So now I am on the hunt for a better insurer. AAMI is owned by Suncorp banking it’s a QLD Company that does not live by its ads. More like unlucky to be with AAMI and if you are better hope you never get to experience this terrible service. This is how my car came back.
Muckup on their end this time.
Been with AAMI for 7 months now, never had an issue with my payments. There's always been money in the bank, for them to deduct the payments automatically. Wokeup this morning to an email, the payments been declined for insufficient funds LOL. Checked my bank money still in it, so had to manually process the payment through. If it wasn't AAMI fault, then I apologize. Only leaves one culprit then, Westpacs been messing around with my pennies ...tsk tsk tsk.
Not repairing my car,it’s more than 3 weeks,no more longer better service,go somewhere else,0422283475
Not repairing my car,paid access already,will complain relevant authorities,for unfair trading,I will also complain to disputes resolution team,then court remedies,may be they refuse 50% claim,that’s there profit,there advertising and product description not matching
Worst Service ever.
Don't go for it. Its a scam. Only taking your money for apologies no Service ever. Worst customer Service n worst Assistance. Worst worst Service ever. Customer Service dosen't have any solution
You don't get what you pay for.
I have been with AAMI for 8 years and their staff are all very sympathetic and friendly but you get passed from one operator to the next who often tell you that it is not their department. Most correspondence is verbal (even though I asked for it in writing, so there could be no confusion). My car was written off at no fault of my own and I am still greatly out of pocket. I will not be insuring with them again.
SEXIST PREMIUM If you remove a man from your policy your premium GOES UP!
Last year my comprehensive cover had both my ex male partner and I listed. This year when I went to renew I removed him as a listed drive and the premium jumped up by $15. The lady I spoked to on the phone confirmed that this is something that she is aware that having/not having a man on the policy can affect the pricing in this way. Screwed up! I changed to budget.
I also have issues with how my address has changed my premium with them over the last few years. I just moved from the inner west in Sydney to Adelaide and this made it go up $80. ...There is no way my new suburb here carries the same risk as it did in Sydney. Lower population density, safer streets due to less street parking etc. They also don't take into consideration where your car is parked - so street parking/driveway/garage makes absolutely no difference to your premium.
TERRIBLE CUSTOMER SERVICE USELESS
Terrible staff. They all tell you something different and only half of the information took them three days to email me about payment, never got email reset link, and they upped my payment to monthly without informing me and gave me a final notice even though my contract says 14 days from first declined payment. Oh and the money for the fortnightly payment has been in the account since the due date? USELESS.
Unbelievable experience. Absolutely disgraceful and shonky.
Brand new vehicle less than 700km on clock. Hit from behind and spun damaging left side passenger wheel. Forced to go to their repairer. Went to pick up some of my gear. Found some property laying on driveway beside vehicle. Left some property in vehicle which was apparently stolen during the repair process which is now in it's 6th week. Advised car okay to pick up today. Refused to accept it as still damage on vehicle and trim not fitting properly. Wheel that was damaged in accident and I demanded it be replaced was found in spare wheel compar...tment. Been with Aami for nearly 40 years for car and home insurance. Paint does not match. Told they can't get it to match. Disgusted with their service this time. Today I have been advised the missing gear has been found, but only after I rang the assessor to discuss the situation with him. Surely good customer service would have meant that they rang me to advise me it was found. I again asked why I was not allowed choice of repairer as I have never had this issue with previous claims. I was then advised that I could have obtained other quotes but I still had to go to their repairer and could not go to one I know would do a good job and pay the difference. Apart from this no one has responded to the complaint I lodged with them last Wednesday so I can only assume that they don't care for their customers. I can only say do NOT insure your car with anyone in the AAI group as it will not be a pleasant experience.
Always having website errors when getting car quotes and also had a bad experience 10 years ago. Would NOT recommend
AAMI is always having issues on their website. I have tried last month and the past week- keeps giving me an error. Funny enough I vividly remember AAMI having ' website technical issues' when I tried to get just a car quote a few years ago and getting frustrated then going elsewhere - things haven't changed AAMI.
I personally had a bad experience with AAMI 10 years ago where I had an accident and AAMI didn't bother listening to my side. So embarrassing and shameful while I watch NRMA fight for their client (he hit my car) - 'unluckyyy, I was...with AAMI'. Because AAMI is so cheap, i looked at quotes for my new car. Of course taken to the end of the quote and it says 'Oops, we have a problem! Looks like something's gone wrong and we can't complete your transaction. Hopefully we'll have it sorted soon, so please try again later.' - didn't bother a few years ago, won't bother again. Decided to insure with Budget direct again, so easy to deal with and of the 50 quotes I have done in the past month, never any issues.
Decided to review my car insurance to save money during COVID hard times. Aami insured my car for $1300 per year for agreed value $2600. Got insured with some else for $860 including windscreen repair, free car hire and road side assist and my car value went up to $6000 ! My elderly parents asked for a discount from Aami and all they got was $90 discount but they had the cheek to increase the excess by the same amount so infact NO discount. Disappointed that they treat customers like this. I will be getting them to change insurance companies too.
My advise is to not be complacent with what you are charged- search the internet for a better deal.
Easy and no red tapes regarding claims
I would like to thank this insurance for their excellent customer service and of course for processing my claims so quickly. I took me only few minutes to claim for my car repair and booked me in straight away for repair. I’m very happy that I decided to insured my car with AAMI. So for those looking for good insurance, this insurance is highly recommended. A+++
Unlucky I was with AAMI
Got renewal, agreed value had dropped a lot, premium was still the same. Took 5 minutes to search the web, got insured for 3000 more value for 300 less premium and excess dropped 150. Wish I had never signed up with AAMI.
AAMI are the worst insurance company I've dealt with.
It was good value but not if they never planned to lodge a form I made, then it's quite a waste of money! It took about 10 days to get told we won't be getting help by AAMI. I have been with AAMI for about 4 years now and really regret my choice. I just hope everyone else heads my warning and cancels their AAMI policies. AAMI gave me the worst time rejecting my claim over and over. I just found out it's only going to cost $600 to fix this issue so now AAMI has lost a customer with 2 cars that has never filed a claim in 4 years. I'm changing to ...RACV as AAMI have no loyalty, they are greedy and have no customer service skills. All they had to do was offer to pay my insurance claim and I wouldn't of even accepted it so they have lost alot more than $600
- Car Insurance - Comprehensive
13 Months - 80k lost.
13 months they refused to admit my flooded car couldn't be repaired. They were just forced to scrap the car last week by AFCA. Lookup AFCA Determination 703903. They had the car for 9 of 13 months and I lost my job. These people are sick and twisted, laughing at my distress in call recordings telling me I'm being silly. You cannot trust them to assess your car, treat you like a human, you cannot trust them to update you, you cannot trust they will comply with the Privacy Act, they may conspire with manufacturers to make sure you cannot mount a defence.
10 years customer, but never again.
Been with the company over 10 years, no claims etc , When I was rear ended, I was at fault because I was coming from a merging lane, but apparently the law is wrong.
“Here the blue car must give way to the orange.”
I have been with AAMI for the last 5 or 6 years, could be more. Always very helpful and great on roadside assistance. When I lodged claims they take all the pressure off. Even through these toughs times gave me a great deal and discount, being off work. Much appreciated.
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 email@example.com 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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