AAMI Home & Contents Insurance

Last year's premium $1343.54. This year new premium $3128.85. Why the big hike? There were No claims? Time to look around. And then I get an email next day to say that the premium is due soon, like 5weeks like 5 weeks away. Show details

Aami is a scam. They do not offer insurance. They just want to take your money and then utilise every service possible to then when your house burns down to then give you what you actually paid for entitlement There’s no point to having Insurance with them as you will be end up in court and by the end of it, it’ll be 12 months later stressed… Read more

depressed and looking to choose another insurance company so just from this point on honestly change your insurance or do not select AAMI

DEFIES LOGIC! So i called AAMI to renew our Home and Contents Insurance, as the premium had jumped nearly $600 dollars from lat year. Normal right? .... No chance, apparently in their wisdom they refused to renew our policy on the basis that our granny flat has a separate electrical meter. WHAT? Try working out the logic on that one. You work,… Read more

pay your taxes, as you get older you try to make life a little easier, you do all the legal things with construction and occupation certificates etc etc, and then I believe some insurers opt not to insure on that basis. So for 12 months our Insurance has been questionable, although they said they would have honored it (Yep I'll take your word for it AAMI) Make sure you double check your policies, sometimes there isn't even the fine print to refer to. AMMI true to form - that's a classic own goal CLANGER!

Common customer complaints about AAMI Home and Contents Insurance include long claim resolution times, difficulties in getting claims approved, and significant increases in premiums after making a claim. Many customers express frustration over… Read more

perceived inadequate support and communication during the claims process.

The policy contract has these statements regarding people with disabilities.

They do not follow any of this.

My attorney asked for these provisions of the insurance contract in an upcoming required interrogation with a former cop.

Not a single one was recognized

The one point that they did enforce was if I did not submit to the interrogation by a former cop they would decline my claim !

Support measures refused

"97. If you tell us, or we identify, that due to a vulnerability you need additional support or assistance, we will work with you and try to find a suitable, sensitive and compassionate way for us to proceed. We will do this as early as practicable and we will protect your right to privacy.

98. If you tell us, or we identify, that you need additional support from someone else (for example, a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways. We will try to make sure our processes are flexible enough to recognise the authority of your support person.

99. Additional support may include making it easier for you to communicate with us, referring you to a financial counsellor or an appropriate community support service. Mental health 104. When developing our internal processes and procedures we will take into account those who have a past or current mental health condition by doing the following:

1. at a minimum, we will design and sell our products and apply their terms in compliance with the requirements of the Disability Discrimination Act 1992 and/or any relevant State or Territory anti-discrimination requirements; (see act below)"

Thank You for providing a copy of the Product Disclosure Statement (PDS) Home Contents Insurance that gives me the terms and conditions of the policy. A contract that I entered into with AAMI. I refer to the following conditions quoted below. Specifically, p 92 stating that you follow the “General Insurance Code of Practice” specifically the following sections quoted below:

91. “We are committed to taking extra care with customers who experience vulnerability.” 92. “A person’s vulnerability may be due to a range of factors such as:” 2. disability; 3. mental health conditions;

I was happy to see that you state in writing:

“We encourage you to tell us about your vulnerability so that we can work with you to arrange support”

“We will have a publicly available policy about how we will support you” Where?

Please supply me with a copy of: “Publicly available policy about how we will support you”

I have also referred to the following:

In Australia, the Disability Discrimination Act 1992 (DDA) and the National Disability Insurance Scheme Act 2013 (NDIS Act) are key legislations that address disability rights, including in the context of insurance. These acts promote equal treatment and may allow for written responses in claims to accommodate individuals with disabilities. ndis.gov.au

I was also surprised to find out:

99. “Additional support may include making it easier for you to communicate with us,” T

93. “If you tell us, or we identify, that due to a vulnerability you need additional support or assistance, we will work with you and try to find a suitable, sensitive and compassionate way for us to proceed.

Product Disclosure Statement (PDS) Home Contents Insurance states the following

See Page 92

“General Insurance Code of Practice”

We support the General Insurance Code of Practice. You can get a copy of the code from the Insurance Council of Australia website (insurancecouncil.com.au) or by phoning (02) 9253 5100.

The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.”

91. We are committed to taking extra care with customers who experience vulnerability. We recognise that a person’s vulnerabilities can give rise to unique needs, and that their needs can change over time and in response to particular situations.

92. A person’s vulnerability may be due to a range of factors such as: 1. age; 2. disability; 3. mental health conditions; 4. physical health conditions; 5. family violence; 6. language barriers; 7. literacy barriers; 8. cultural background; 9. Aboriginal or Torres Strait Islander status; 10. remote location; or 11. financial distress.

93. We encourage you to tell us about your vulnerability so that we can work with you to arrange support — otherwise, there is a risk that we may not find out about it.

94. If you are experiencing Financial Hardship, see part 10 of the Code about the support we can provide to you. Internal policies and training

95. We will have a publicly available policy about how we will support you if you are affected by family violence. This policy will be published on our website. 96. We will have internal policies and training appropriate to our employees’ roles to help them: 1. understand if you may be vulnerable; 2. decide about how best, and to what extent, we can support you; 3. take account of your particular needs or vulnerability; and 4. engage with you with sensitivity, dignity, respect and compassion — this may include arranging additional support, for example referring you to people, or services, with specialist training and experience.

Support measures 97. If you tell us, or we identify, that due to a vulnerability you need additional support or assistance, we will work with you and try to find a suitable, sensitive and compassionate way for us to proceed. We will do this as early as practicable and we will protect your right to privacy.

98. If you tell us, or we identify, that you need additional support from someone else (for example, a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways. We will try to make sure our processes are flexible enough to recognise the authority of your support person.

99. Additional support may include making it easier for you to communicate with us, referring you to a financial counsellor or an appropriate community support service. Mental health 104. When developing our internal processes and procedures we will take into account those who have a past or current mental health condition by doing the following: 1. at a minimum, we will design and sell our products and apply their terms in compliance with the requirements of the Disability Discrimination Act 1992 and/or any relevant State or Territory anti-discrimination requirements; (see act below) 2. we will treat people with any past or current mental health condition fairly; 3. we will only ask relevant questions when deciding whether to provide cover for a pre-existing mental health condition; 4. if we cannot provide you with cover for that condition, we will tell you about your right to ask us for the information relied on when assessing your application. If you ask for that information, then we will give it to you as set out in part 12 of the Code.

You have violated The Disability Discrimination Act 1992

Act of the Parliament of Australia, currently registered as C2018C00125 The Disability Discrimination Act 1992 is an Act passed by the Parliament of Australia in which prohibits discrimination against people with disabilities in employment, education, publicly available premises, provision of goods and services, accommodation, clubs and associations, and other contexts. Discrimination is defined to include failing to make reasonable adjustments for the person. The Australian Human Rights Commission are given and assess complaints made under the Act Citation No. 135 of 1992 or No. 135, 1992 as amended Territorial extent States and territories of Australia Enacted by House of Representatives

disability, in relation to a person, means: f) a disorder or malfunction that results in the person learning differently from a person without the disorder (g) a disorder, illness or disease that affects a person’s thought processes, services includes: (a) services relating to banking, insurance, (b) 5 Direct disability discrimination (2) For the purposes of this Act, a person (the discriminator) also discriminates against another person (the aggrieved person) on the ground of a disability of the aggrieved person if: (a) the discriminator does not make, or proposes not to make, reasonable adjustments for the person;

They refused to do any of this and I hired an attorney who was unable to get any help on a requested interrogation.

This is strange since their evaluation of damage by their licenced electrician stated "my electronics were damaged by a lightning strike and needed repair or replacement"

Their response was not to accept or deny the claim but to hire a former cop to do a formal interrogation. They hid the report they requested that was done by their electrician who said the damage was done by lightning a covered peril and listed the damaged items and stated that repair or replacement was required. caveat Emptor , let the buyer beware. I only changed because I had my car insurance with them.

Besure to see the facebook page on people's rip off just remember their song " Your screwed, your with AAMI "

productreview.com.au aami.com.au

Would give zero stars if I could. Have been a customer for over 10 years and not once claimed till now. I have a leak which started in my wall and progressed to the floor, beginning in September 2025. However only in early January did someone come… Read more

out with a thermal camera to look for the cause of the leak and they did find it was my shower. Prior to this AAMI told me they would fix the damage but not the cause of the damage. Ok well when I told them the cause was my shower the response was 'oh no we dont cover water 'escaping' from a shower so we won't be fixing anything'. This is despite an assessor coming and stating that the place is unsafe to live in due to multiple leaks and thick mould throughout the small unit and not to mention the smell since christmas that ive been experiencing. Still AAMI doesn't care. Loyal customer but couldn't give 2 s**ts. Take my advice and get insurance elsewhere, or better still dont worry about insurance because they will try not to pay out anyway.

My home and contents premium has gone up each year a ridiculous amount.‼️‼️ In 2023,it was $4302 In 2024 -$6178 And this year! A whopping $8018! Doubled since 2023. I have been with them for 13 years with this policy. No claims. Live in a low risk… Read more

area. No crime. No fires. No floods.

When I call to ask for a pricing review…..told it’s sensitive information, but it has been reviewed. This is robbery.

Was with EBM for a few years and then moved to AAMI. Experienced a water leak in my investment property. Upon calling they sent someone to make the site safe on the very next day. The approval process for repairs took a bit long (few weeks). However, upon approval the repairs was completed in a couple of days. AAMI also approved a variation for… Read more

carpet replacement.

The below features which would be a nice to have were not available.

- Faster approval . - Compensating tenants for not being able to use a room (e.g. $20 per week)

However, I’d still give them a five star considering the below.

Reimbursement of electricity cost for using their equipment without even requesting. All work was done to our satisfaction .

Had a good experience with AAMI for a break in to my storage cage. They were able to honour most items and were reasonable with the photos and documentation proof I had, being able to replace the items with the equivalent / current makes and models. All staff were polite and helpful. Will continue to use AAMI for my insurance needs. Show details

Amazingly Awesome Marvelous Insurance – Absolutely awesome. Paid promptly kept me in the loop. It was a claim for storm damage. The assessors arrived promptly. Our case manager at all times told me what was happening. Paid within a couple of days. 10/10 Show details

Been with UNLUCKY aami for over 10 years ,have done nothing to help us out with our claims,they just find any excuse to deny,closed account no more just giving them money for nothing,RAC a much better choice Show details

Absolute ridiculous premiums after being with them for 12 months. I have house and contents insurance which has risen $382 over 12 months without me making a claim. I also have full comp car insurance which has also risen $100 without me making a claim. I will now be taking my 3 car insurances and 2 house insurances away from AAMI. This is how it… Read more

treats its customers after not making claims I would hate to see what the premiums would be after a claim. Stay away from AAMI.

Claim currently under AFCA review – landlord insurance claim following major Townsville storm I hold a landlord insurance policy with AAMI for my investment property in Townsville, Queensland. The claim relates to damage following what has been widely documented as one of the most significant storm events in the Townsville region in over 25… Read more

years. Damage occurred to the property during this event and a claim was lodged with AAMI.

The claim process has now been ongoing for approximately 12 months and is currently being reviewed by the Australian Financial Complaints Authority (AFCA) as the insurer and I have been unable to reach agreement on the scope of repairs required.

Throughout the process there have been multiple assessments and differing views regarding the cause of damage and the appropriate repair scope, which has made the claim particularly difficult to resolve.

One aspect that surprised me during this process related to carpet coverage under landlord insurance policies. During the claim I was advised that carpet was not covered due to the potential for tenant-related damage. This was something I was not aware of when the policy was originally arranged.

In hindsight, this highlighted how valuable it can be for policyholders to receive clear explanations of optional cover and exclusions at the time a policy is arranged. Had I understood that additional cover may have been available or required for this type of situation, I would absolutely have considered including it.

Another impact of the prolonged claim process has been on the management of the rental property itself. As parts of the property remained unresolved while the claim continued to be assessed, I made the decision not to increase the tenant’s rent for the lease renewal of 12 months, as I did not feel it was appropriate while repairs remained outstanding.

Managing the claim has also required significant time coordinating assessors, contractors, documentation and ongoing communications, which has been both time-consuming and at times frustrating.

A key reflection for me from this experience has been around reasonable expectations when holding insurance. Like many policyholders, I maintained the policy in good faith with the expectation that if a significant and well-documented weather event caused damage to the property, the claims process would provide a relatively clear and timely pathway toward repairs and restoration.

While I appreciate that claims require proper assessment, the length of time involved and the evolving discussions around repair scope have made the process far more complex than I would have anticipated when taking out the policy.

For property owners managing rental homes, delays of this nature do not occur in isolation. They can influence tenant management, property maintenance decisions and financial planning, which are broader impacts that are often less visible but very real consequences of prolonged claims processes.

I also recognise that experiences during claims processes can influence how customers evaluate their long-term insurance relationships. Like many policyholders, I hold or have held multiple policies across brands within the same insurance group.

AAMI operates under AAI Limited, part of the Suncorp Group, which includes several well-known retail insurance brands such as:

• AAMI – car, home, landlord and business insurance • Apia – insurance designed for over-50s • Bingle – online-only car insurance • Shannons – enthusiast and classic vehicle insurance

Specialist insurance brands within the group also include:

• CIL Insurance – caravans, RVs and motorhomes • Terri Scheer Insurance – landlord-focused insurance products

Experiences during claims processes inevitably influence how customers consider their future insurance decisions across the broader group.

As the matter is currently under independent review by AFCA, I will await the outcome of that process and the final determination.

I hope sharing my experience provides helpful context for other property owners navigating insurance claims following major weather events.

When I purchase the insurance they told nothing but when I lodge the claim they said even rent loss is not covered less than 4 weeks, no rubbish removal or cleaning cost covered. Nothing. Their insurance is just waste to have. My tenants abandon the property and no help from Aami, even during their intial claim discussion they said nothing but after weeks suddenly they said rent loss is not covered. Show details

I will never in my life give AAMI another cent of my money. They have taken a year and a half and they still haven't paid out my full home insurance claim, them and their builder "ARC" are grossly incompetent frauds. Show details

So very, very disappointing - after 25 years with AAMI, they reward me with a 21% increase in my premium with no talk of any discount. Thank you AAMI, but loyalty means something to me and you no longer deserve mine. Show details

Stay away. Hopeless with storm claim. Argues everything. If your house is over 30 years old beware! - they will blame age. According to them the house should be totally rebuilt after 30yrs. Will use weather details 30 min from your location. Will say tiles blown of roof are 70 km winds ! - the winds were much stronger in my suburb as per 400 +… Read more

callouts on Emergency App. There are delays(2 yrs now). You will have a number of case managers (high staff turnover). They will send you questions that you have already answered several times. They work on " breaking you" so you decide to accept their measley amount which clearly doesn't cover the things accepted by them and quoted by your tradespeople. They won't fix it . There should be a Royal Commission on rogues like this insurer. Unlucky you're with Aami....

Uncontactable and no way of adding my policy to my account – I've paid the premium for our house/contents policy. Have a receipt emailed from AAMI to confirm same. But do you think I can get a copy of the policy document? No way. Their website tells me I don't have such a policy, even though I key in the exact policy number from their receipt. Their st>pid robot chat is useless. And twice now I've… Read more

wasted time by phoning them, going through the endless menu to try to get to speak to someone/anyone, and then get simply hung up on before anything happens. They have my money, but are my home and contents covered? I have no idea. I'm thinking of doing a chargeback through my Mastercard.

If negative ratings were possible, I’d give AAMI a -1. We held multiple policies with them for years but ultimately switched to another insurer due to unjustified price hikes and increasingly unreasonable premiums. Despite only making one claim in over a decade, the experience was deeply frustrating. Their customer service is consistently poor,… Read more

the claims portal and chat support are useless, and the staff seem ill-equipped to resolve issues. The only way to make progress was by lodging an internal review complaint, something no customer should have to do just to receive the service they’ve paid for. It feels like their strategy is to delay and obstruct until you give up on your claim entirely.

I strongly recommend looking elsewhere for insurance. There are better providers who value their customers and deliver on their promises.

After paying extra cover for items lost out of the home. I lost a earing while out and did a claim with a absolutely unsatisfactory outcome. The valuer valued the Earings at $650 retail, but Aami uses a wholesaler and therefore the value was costed down to $399. Unfortunately, the like for like replacement Earings could not be made or found so it… Read more

was agreed a monetary value would be given. I would assume that because the earings could not be replaced from the wholesaler the full $650 retail cost would be reimbursed but no not with Aami . The principal of this seems very wrong and after many discussions with Aami staff I am left out of pocket and very disgruntled. I will now change insurance companies and would definitely not recommend using this insurance company

They are happy to take your money, and have done so for over 15 years, but the minute I make a claim (for only $2000) they tell me I am not covered. And it took then over 4 months to come to this decision, and I had to keep chasing them up the whole time to even get anyone to talk to me. Show details

I am glad i just cancelled my home and content insurance with AAMI. I paid more than $265 per month thinking that i call them immediately especially in emergency as what they said but no answer at all. Why waste my money. Then when cyclone Alfred destroyed my roof their reason was, my house needs maintenance. Did my house roof leaked water before… Read more

Alfred? That's your BS alibi. Put your money where the sun never shine on your body. Money hungry. Good luck to your bloody business.

Nightmare trying to make a claim. We had the swampy/airconditioner on the roof malfunction which lead to water constantly leaking heavily to the point where the tin under the aircon has started to rust and the water has damaged some timber and is now seeping into the wall of the laundry. luckily we had the aircon part replaced so it shouldnt get… Read more

any worse. So far the claim has been running for a couple of months and they put you thru hell with a combination of Calls, messages, emails and person after person after person attending the property. They make life so hard i am thinking about cancelling the claim and just insuring the house and cars thru someone else. Dont insure your home with aami people it is not the service that was promised. There is a difference between being thorough and actively trying to find ways out of the claim. Also you should not feel extra stress thru a process like this when it is already a stressful enough time for the family.

What scam company! Taking money monthly easy and smooth then when you ask to pay they turned to be mafia or gangster smoothly too. You need to be lawyer or one the politicians to force them to get what you pay them for. I don’t know how they still in market. Funnnnny you with AAMI Show details

DO NOT USE THIS COMPANY Truly the worst experience ever. Our house flooded in January 2025. AAMI came out immediately and assessed the damage with detailed photos and notes. They advised on structural damage needing repairs and the replacement of approx $20k in contents. After that … we heard nothing from them again. So began seven months of… Read more

calling and emailing them daily to get ANY update on the progress of our claim. Basically they just avoid their customers and hope they never follow up. We have email trails of over one hundred emails with promises of payment and action and then nothing. We would spend 2-3 hours on hold a week trying to get updates and still no progress was made. It took FIVE months to get paid for replacement of our contents. In the meantime we were out of pocket for replacing everything. To this day we are still waiting for someone to schedule the repairs to our property. We attempted to make two formal complaints - no one ever got back to us. On the third attempt we were offered $1000 compensation. I’d estimate we spent over 100 hours on hold/chasing AAMI this year. DO NOT USE THIS COMPANY

Aami does not provide the insurance product it takes the premium for. If you have a claim you are in trouble. A tree fell on my house. The gazebo took the brunt of the damage with a small amount of damage to the roof. Aami appointed a builder who took 6 months to get the building permit and another 2 months to finish the work. This whole job… Read more

should have taken less than 4 months total.

I had a tarp on my roof for 8 months and had to step over and around the broken gazebo for 7 months. I was unable to use the air conditioning over a hot summer and was concerned as we were entering winter and i was unable to use my heating system.

Many calls and messages to Aami were ignored. The Aami team were UTTERLY USELESS in resolving the repairs to my house in anything approaching a timely manner. The Aami staff did NOTHING to move forward the repair to my house. I believe Aami deliberately delayed repairing my property. I had to chase up the builder myself. Aami ignored issues with the builder e.g. builder giving updates claiming work had been done when it had not.

Nobody managed the claim at Aami or the builder. The repair work was done by different workers who phoned up at the last minute to tell you when they were coming. I had to take significant amounts of time working from home, at very short/no notice, to accommodate the work. Aami did not supply referral to ombudsman when requested. Several times. In writing.

The work to repair my house was straightforward. I estimate the actual work done was the equivalent of two workers for one week. Dealing with aami and what was actually a straightforward repair was traumatic.

Avoid Aami. if you are unlucky enough to have a claim your bad luck has only just begun.

Awful insurer. The roof of my house collapsed after a severe storm. AAMI have refused to pay. The case is still will AFCA. AAMI have been obstructive and difficult throughout and seem to have had little intention from the start, to honour the home insurance policy It seems their general approach, is to wear people down both financially and… Read more

mentally, until they give up. Claim is still unresolved after more than a year after the event, and the fight continues.

My experience is that sweet talker staff when i tried to ask questions about what they'll pay on what i paid and quick answer phone but when you're already with them nobody answered phone and direct you to the website and or call office hours bla bla bla. During my enquiry time the lady told me that the 4 inclusion i have (home assist) can be… Read more

removed anytime. Now that I've notice that this is a waste of money and i want to remove it instead of paying when I cannot contact them when emergency occurs, the lady staff said I cannot but to cancel my policy and apply again. Is this a game? My kitchen ceiling dropped midnight during cyclone Alfred and i was trying to call them still no answer until a week time. Until now has not fix yet my ceiling. I paid more than $265 per month and this what i get. I think i don't deserve this kind of service. I dont know why people said AAMI quick to response or very helpful. My rate is low.