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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.
"luckily I am NOT with AAMI "
2 months to change a bumper.
Weeks just to know how much they should pay off just for the pieces to be fixed.
They sent me to their repairer 30/40 min driving for no reason.
No communication with me, neither from the repairer or the insurance.
I had to call all the time, wait on line, explain my case every time, got wrong procedures to follow.
They sent ON MY REQUEST an email with the details for the pay off for the entire car to sell to them, but not the pay off in case I decide to keep my car and fix it. Ma...
Worst car insurance- Please do not buy any AAMI insurance
My dad was involved in a car accident in which the person at fault was with AAMI. So we agreed for AAMI to fix his car thinking it would be a smooth process however it has been nearly a month and no one from AAMI has bothered to call us to inform the outcome of his car. Whenever I called, I would be on hold for 10-20 minutes and the AAMI representative would eventually tell me that someone would get back to me within the next two days however this has never been the case. As his car hire was due to expire, I decided to call AAMI again and this ...time the person on the line told me that my dad's car will be written off and we can no longer hire the car. The person on the line kept apologising but at the end of the day, what can that apology do? It can't buy us time to purchase a new car... Overall, I am very disappointed in AAMI's service and would not recommend for anyone to purchase insurance from them.
Authorised Repairer Only
Tried to get my car fixed in Dandenong . Closest repairer they use is Hallam. I told them I have no time to take it there and could I use a repairer close to me. Came back to me saying I have to use their authorised repairer. All repairers do insurance work. NEVER AGAIN>
These guys won't pay out on a simple theft case. They just try and find excuses and use exclusions which don't apply. I would avoid them and their parent Suncorp at all costs.
Appalling service. Actually, I didn’t get any service.
I rang AAMI three times yesterday afternoon (4th Feb 21) and each time I pressed the prompts, got the spool and then phone call was disconnected. This happened twice after I pressed prompts for claims and then once when I tried comprehensive. Appalling service ☹️
AAMI is a good service provider UNTILL you envolved in an accident.
TERRIBLE TERRIBLE TERRIBLE SERVICE.
Its been 60 days since my car is with repairer (AAMI’s suggested repairer) Even estimated pick up date passed away by 10 days. Called repairer and got reply that even they don’t know how long will it take. Even no help from AAMI.
High cost of premium - policy went up the second year even though the price of our car went down (no claims made).
When are car was stolen:
Car was recovered and sent to a repairer. It then sat at the repairer for 6 weeks without assessment. Every time I called the main AAMI number a 'specialist' told me different information. Reasons I was given for why the car was taking so long changed each day and included: 'it is at the wrong repairer', 'repairer had a fire', 'assessor is on leave, someone else has been assigned and will call you back (...never did)'. When it was finally assessed I was given misinformation by AAMI staff (assessor said we had the option of purchasing the car when it is not an option in the PDS). Constant delays in every department. There was a week delay between the Total Loss department calling me and confirming my details (21/1) and then me calling them to find out what is happening with the payment (28/1) to find that it has been fully processed yet. The service is shocking and communication is worse. Avoid
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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