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Disappointment after 30+ years customer
Recently I was hit with a massive hail and storm with the fallen tree. I have been with AAMI compressive car insurance for 30 years plus. The car was total write off. i am so disappointment with the service of the outcome. They are not transparent, not customer service skill. The person on the phone are so rude and not willing to help.
Third world country call centres
don't use aami - they can't even support australian jobs and now outsource their call centre to a third world country that uses scripts and robotic replies to assist you in your time of stress
Incompetent and Unprofessional Company
I have trying for over 4 months to finalise my comprehensive car insurance claim with AAMI. The problem is they do not respond to any emails for weeks and do not give any information if you are lucky enough to get s response. Unable to get information by phone so the whole process is frustrating. Would never recommend AAMI for any insurance. Worst experience ever. Zero stars.
You are indeed Lucky with AAMI!
A truck hit my rear bumper. Lodge a claim via app, was able to speak with AAMI team and the process was swift and easy.
They provided me all the details that I need to know and assisted me. What a smooth process! They indeed live with their slogan “lucky your with AAMI”.
And now, it’s all been done and just need to brong my car to the repairer. Easy!
Excellent service, communication and repair after my at-fault accident
I had an accident about a month ago where I was at fault and there was considerable damage to the front of my VW Golf. AAMI arranged to have my car towed to their preferred repairer and assessed the damage, accepting my claim. The estimate of 3 weeks for the repair was accurate, and the repair job was of such a high quality that I could not tell that the car had ever been in an accident. I was very satisfied with AAMI's service and communication.
Awesome Customer Service from AAMI and Wizard Hail repair
I'd like to thank AAMI and Wizard Hail repairs for a wonderful job in getting my Hail damaged car repaired so quickly. The quality of AAMI's customer service and communication was excellent in lodging my claim. Got a complementary Uber drop off and pick up as well from AAMI which was amazing. I got an appointment to repair my car with Wizard Hail repairs. Wizard's Onsite staff were awesome and demonstrated great customer service skills and provided an accurate time estimate of when the car would be repaired and when I could pick it up. In Both...drop off and pick up, the customer service from Wizard and the onsite staff were outstanding. Really recommend AAMI and Wizard Hail Repairs. I've been a customer of AAMI a long time now and am intending to stay on with AAMI. Keep up the good work!!!
Good until you involve in an accident crap repair, long time and hard to contact anyone from the department to discuss
Took them two months to fix the car
Didn’t repair the accident part properly and didn’t even fix some parts
The car and doors start making noise after two weeks of repair.
I will never use them again! Be warned
I was the NOT at fault driver and my vehicle was a Total Loss.
The vehicle was well under insured and AAMI takes out the registration and CTP insurance amount away from the final pay out figure and also took the full years payment for the insurance and then took out the full years insurance amount which, this totalled several hundred dollars. I have been with AAMI for a long time but now when it was time to claim they took every cent away, other insurance companies do not do this! Buyer be warned!
2 months in and still driving around with a massive chip in my windscreen
I have three full comprehensive AAMI policies which are always paid in full. I'm about to cancel them due to lack of customer service and false advertising. I was told my windscreen would be replaced with after market glass to which I wanted genuine. This in itself seemed to be an issue. I would have thought it made more sense to install genuine glass before after market. I was told that I'd need to pay my excess which is understandable plus the difference in cost in glass. They are now trying to sell me the genuine glass for almost $2k when yo...u can buy the genuine glass from a Volvo dealership for $1341.73. They now want me to pay $548.53 on top. I asked them for a breakdown of pricing. They could not provide this for me. This will be the last time I use AAMI. Good riddance I say. Stay away if you want a hassle free process, because they have proved nothing but the opposite of what they advertise.
I would highly recommend
I have had car insurance with AAMI for quite a while, for the past 5+ years anyway. For me (not everyone admittedly) they have always had a very competitive premium. This year I was involved in my first ever accident (low speed and nobody was hurt thankfully), and AAMI handled it brilliantly. With my phone call from the scene, they let me know what to do, how to stay safe, and what information to gather. The phone lodgment was easy and seamless, and AAMI took care of the rest. I am very happy to be insured by AAMI, and will be happy to recommend to friends and family.
Fast, efficient, friendly service
Like many other reviewers, I have been concerned about premium increases which seem to unfairly penalise faithful customers.
But all that is forgotten with a recent claim. It took 10 days from accident to having a new car in our garage. At all times I felt this insurance company actually cared about looking after me, and as quickly as possible. Based on this experience, I'll be transferring insurance on another car back to AAMI, and if that costs extra then I'll deem it worthwhile.
- Car Insurance - Comprehensive
I really love AAMI.
I believe AAMI is in the more expensive section of insurance. Everyone is always telling me to look around for a better deal.
But when it comes down to it, I feel AAMI is the best.
When we have had to claim the process is instant over the phone. They send someone out to pick up the damaged car. Give me a hire car at their cost that fits my large family. Fixes the car. Returns it.
It is always that simple, and we have had many claims over the years.
We have previously ‘shopped around’ for the ‘better deal’ and had weeks waiting on assessors, troubles with communication and unpleasant dealings.
Worst Customer Service EVER, errors at every turn
Not-at-fault claim, errors at every turn and honestly the WORST customer service I have ever encountered. As a last straw I rang their 'customer relations' phone number however, that goes through to an automated voicemail without even a human greeting to let you know you have called the right place - this really added to an already abhorrent experience. When I raised this as a possible PR fail, they applied the same lack lustre care factor as actually sending my vehicle to the correct repairer and getting it fixed. The whole ordeal has been SO unpleasant that after 20 years of insuring with the Suncorp Group we will be taking every single policy we have away from them.
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!
- 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.
Questions & Answers
What is the the number for new green slip so I can speak to a person thank you.
Hi I told aami that I could not travel very far fir the hail damage to my car. I was informed that someone would ring me in 1-3 days. On the fifth day I rang again and after aami ringing their repair people i received a call from their repairer telling me that I had ti travel to ascot park (29 mins away by google maps). There is a repairer two miles away - with a huge sign stating hail damage repairs, in John rice avenue. Can I use them as a repair company for my car?
Thank you. Julia.
I am on the verge of insuring my new car with AAMI but with all the bad reviews I am now hesitant.Can you assure me that your claim service has improved? I have never made a claim for over 50 years so have no experience of the process. I live in Mandurah WA,who would be the repairer that I would have to use in the city of Mandurah? I would not want to travel to Perth. I'd appreciate your comments.Also,if the worst would happen,can I be certain that genuine parts are used in any repairs so that the 7 year warranty is upheld. Regards John
Hi John, do yourself a favour and ring 2-3 panel beaters, and ask if they will deal with a claim through AAMI.
The 3 I saw for a quote were not interested in going any further as soon as they heard the name AAMI. My feet will be doing talking very soon. No use having a fully comprehensive policy, if no one will take on any repairs.
Trust me. Go to another insurer, it's all good while they take your money. The proof is when crunch time comes around.
Thanks for your response Dig & Mark S,will try elsewhere. John
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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