AAMI Travel Insurance

cant expect a fair outcome if you insure with AAMI – I insured via AAMI who have allianz as a parent insurer. In my claim I had claimed for a Smiths Vantage ski helmet which has a cost of $319.00 in the market. I was asked for a receipt however not having one I sent them a copy of my credit card statement where I pointed out that the transaction for 2nd Jan 2018 was for the helmet. I was not able… Read more

to approach Mainpeak for a duplicate receipt as they had closed down. During my conversation with Lorraine, my case manager, I agreed that I would accept the lowest price they could find for a Smiths Helmet. However I was informed that as I did not have a receipt they would give me $100/- as a replacement cost. Does this mean that if you have a Samsonite or Delsey suitcase and it is damaged would they pay you the replacement cost for a bargain basement suitcase???? Avoid as the plague.

Not Surprised..Not lucky with AAMI – I am looking for travel insurance, checking out the reviews with AAMI as I have home Insurance with them. This may not go to the reviews..but I'm not going to Insure with AAMI. Their Home Insurance has gone on a steep downhill.I'm going to change Insurance Companies..looks like same with travel. Thank you for all the reviews...sooo appreciated Show details

Unlucky your with Aami – Left items in my bag on the beach that were not waterproof - drone camera watch and they were stolen. Insurance paid but No insurance offered. Lost thousands of dollars worth of stuff. Apparantley items left "unattended" not covered. Seriously!!!! Crap product, crap insurance! Dont waste your money your not insured!!!! Wont be purchasing ever again. CROOKS! Show details

Unlucky if you're with AAMI – Have always purchased AAMI travel insurance, about 10 times over the past six years, and fortunate to have never needed to make a claim. Was caught up in the recent volcanic eruption in Bali and when I emailed to ask about cover for flight delays received a gleeful reply that 'as stated on their website Mt Agung volcanic eruptions are not covered… Read more

as from September 2017'. Well it may be somewhere on their website but i can't find it.?.. You never know how good or bad a policy is until you need it. You live and learn and I've learned, like most other reviewers here, that it's easy to give AAMI your cash but you've Buckleys of making a claim. I feel lucky that i found out how useless an AAMI policy is before something major happened. Will do a lot more research before buying my next travel insurance policy, and AAMI won't be on the list for consideration.

Don't even bother! – What is the point of getting travel insurance if they can't cover you for 1 Medial Consultation? Due to their excess policy of $200 (where you cannot reduce it), they do not cover any expenses under $200. Phoning up and lodging a complaint, I was advised that OTHER companies do not commonly have this excess fee. When I was overseas and confirming… Read more

that everything would be covered, I was told that it would be.

Thankfully, nothing major happened because seeing all these other reviews, I'm thinking that even if something happened over $200 I wouldn't have been covered anyway.

Now I need to review my car insurance, I'm not sure AAMI is the best way to go.

Hard to give a star rating when they didn't do anything – What is the point of having travel insurance when they can't cover 1 appointment? Absolutely ridiculous! Their policy documents do not clearly state that you need to spend over $200 to be covered. Instead they give you irrelevant words to cover their dodgy tracks. When asking the claims department whether other companies have this 'excess,' I was… Read more

told that NO, there are other companies that do not have this 'excess' policy. I feel lucky that nothing major happened, according to all these negative reviews I wouldn't have been covered by anything, $200 under or over.

THE WORST.

Procrastinating liars – We missed our flights home from America due to weather. 'Thank goodness you have travel insurance', everyone said. It was an open and shut case, covered clearly in the insurance policy. The first AAMI consultant was lovely, but lied to me about the documentation they required (deliberate or incompetent, not sure). They ignored all of my… Read more

emails. The 'we process claims in 10 days' is a lie. They offered to pay a quarter of what they had to in an attempt to make me go away. This involved more lies about what they thought they should pay and I called them out on it by quoting their own policy back to them. The only way I could get them to respond to emails was to contact the social media team via Facebook. I sent 15 documents, made 4 phone calls (3 hours in total), and sent at least 10 emails and in the end it took 2 months and 2 days to get the money in the bank.

Their baggage insurance is self defeating due to the $200 excess, that is on top of the $200 excess for the rest of the travel claim. If the initial consultant had mentioned the $200 baggage excess in the first conversation, it would have saved me a lot of time taking and uploading photos and finding proof of purchase and providing a baggage report.

They are experts in procrastination and only acted when I told them I was going to the ombudsman. It would not have been worth the effort if it wasn't such a large amount I was chasing (business class airfares). I think they play a game of trying to drive people away with their carefully calculated delay tactics. They don't want to pay out big money, pure and simple. I have written apologies from them on at least 10 occasions apologising for their poor customer service, yet they continued to provide nothing but. Is it a lie to apologise for something they have no intention of improving?

Never ever again. Don't use AAMI INSURANCE. They don't care – We recently had to cancel our 28 day cruise to the Mediterranean. My father in law had been placed in Paliative Care and would not live passed the 2 weeks prior to our cruise. I got in touch with AAMI and advised then that he was dying and we couldn't go on our trip of a lifetime. They told me to go on the cruise and if he got worse and we needed… Read more

to come home they would fly us home. NOT an option at all. Who would leave a dying member of the family. I submitted my claim, waited 10 business days and called them only to be told my claim has been declined. He wasn't going on the holiday, his health was private and we never thought that he would die before we went away. He died of prostate cancer which we had only found out that he had it. $15k lost. I am going to fight them and if no luck I will contact A Current Affair or maybe turn up at their office and demand an answer.

Everyone has a pre existing condition. We are all going to die. Come on AAMI show compassion.

Worst decision ever – After taking the time to call and speak to someone to make sure my health issues would be covered. I sent a thank you email asking for written clarification. Turns out they (despite being reassured on the phone that they would) do NOT cover already known allergy and other medical problems that may arise overseas. Lucky I checked for written… Read more

confirmation first or I would've gone overseas with essentially NO coverage. Only good thing was they cancelled it within minutes of my call to cancel it. Very disappointed in the lies I was told over the phone.

Problem after problem – Numerous other complaints but here's my top three from my experience (from the one claim) -Called the EMERGENCY assist number to have this responce "its a friday night, no body will be able to help you till monday" -Hour long Daily calls for 2 weeks sped up the process of having my claim settled- why should a companies ignorance lead to… Read more

this, when i was clearly entitled to have my claim approved. seriously pay $40more to go with another company, its worth it

-They ended up paying my claim into another persons account TWICE

If they cant even read numbers off a piece of paper you have no hope if really need assistance

My travel insurance was a waste of money – On the 2nd Day Of my Bali holiday I broke my foot at the resort I was staying at. I called AAMI insurance emergency phone number and I waited for 40 mins and then It clicked off. I was In quite alot of pain so I took some pain killers and went to sleep. The next morning I called them again this time I waited 32 mins and when I spoke to the lady… Read more

she was very unhelpful and told me not to go to the hospital until she has issued me a claim number. At this point I didn't know If I had broken my foot or not, and it was all seeming a bit too hard. She didn't get back to me with the claim number that day, so the next day which is day 3 of my Injury, the pain in my foot was much worse so I phoned again, this time spoke to a lovely lady who told me that I should go to the hospital immediately and that I had been misinformed. I had xrays which confirmed a broken foot. The hospital said I would need a moon boot which would take a few days to get here and I was going home in 2 days. They said to keep elevated and to organise with the airline so I could travel with my foot elevated on my flight home. I phoned AMMI again to see If I was covered for an upgrade and again couldn't get through to them, it would click off after 20-30 mins. By the day of my flight home I had a message to say someone has called me back, but again when I called I was waiting for so long I hung up very frustrated. When I got to the airport I was informed it would cost me $590 to upgrade to business or I could have a seat with extra room. After the terrible terrible service of AMMI I chose not to pay to upgrade as it was only a 3 hour flight. Lucky as when I got through to them in Perth, very quickly I might add, they informed me that I potentially wasn't Insured to get upgraded to business class and it would have to go through an assessment to see if I was which would take a few days. I will never never never use AMMI for any type of insurance. I have since been told of so so many horror stories about insurance claims with AMMI. Their insurance is not worth the paper it is written on. Please never give them your money

If I could give them Zero I would – The travel insurance policy hardly covers you for anything at all - definitely not for cancelled flights causing missed connections etc - be very wary! Will only cover you for natural disasters/civil unrest, not for the airlines cancelling your flights.  Show details

Useless customer service! – I had to cancel my travel insurance policy with AAMI after realising it did not cover me for certain things I did not see in the fine print. I was within the grace period so this was fine. I made a phone call to Aami and was advised that, although I paid with credit card, the refund would be made by cheque. I would need to wait up to 10 days for… Read more

the cancellation to be processed, then another 10 days for the cheque to arrive.

I let 4 weeks go by and no cheque. I emailed AAMI and was advised that the policy had not been cancelled properly, but that it would be done now. I replied that I hoped it would be done immediately as I was already inconvenienced in having to wait so long for the cheque that didn't arrive, now I would have to wait another 10 days. The consultant emailed back saying I could get a refund to my credit card if I prefer, I would just need to call them.

So I that day and spoke to another consultant who said she would cancel the cheque and process my refund to credit card. I waited 2 days and no refund, so emailed back the consultant who originally emailed me asking if my credit card refund had been processed. A different consultant again emailed back, saying yes it had been done. Another day passed and no refund, so I emailed back asking to make sure it had been done. A different consultant, again, emailed to say no sorry the cheque was posted there is no record of a credit card refund being requested. So again, I got on the phone and was told they couldn't locate that consultant for me to speak to. So I had to tell the entire story to the different one on the phone. She eventually told me that credit card refunds could not be made. So I said, have the two other people I spoke to saying it could been lying to me??

I will see now if the cheque is actually coming and has not been cancelled.

5 different people I have spoken to, never the same person and so much of my time wasted all over getting a refund. No idea what they would be like making a claim but if this experience was anything to go by, I will never use AAMI insurance in the future. Ridiculous experience.

Do Not Book With AAMI - Massive Fail! – We booked our travel insurance through AAMI and unfortunately half way through our European trip my fiance's father passed away whilst we were overseas. Naturally we jumped on the next available flight home to be back with family during this tough time. We made a claim with AAMI, which has been denied 3 times through what they call their so called… Read more

'internal dispute centre' all because he had a pre-existing medical condition which we were not aware of. We now have to dispute with the Ombudsman.

Not only are we having to deal with the death of my father-in-law, AAMI have made this an even more awful time for us. Dispute staff are nothing but rude to you.

See, where they try to get you is in their PDS which doesn't make sense if you don't work in the travel insurance industry. They are not up front with their fine print. Other travel insurances ask if any family member have a pre-existing medical condition before you may proceed, it makes you stop and think. They only ask if you or those travelling with you have a pre-existing medical condition, NOT FAMILY.

Before booking travel insurance with AAMI, check if anyone in your family has a pre-existing medical condition and ask if they think they might pass away whilst you're travelling. That's pretty much what AAMI expect you to do.

Not worth it!!!

My father died while i was travelling. I came home - AAMI won't cover any costs – I was notified of my late father's death whilst travelling throughout Germany in September 2015 and organised emergency flights home, leaving behind a booked cruise trip, hotel room in Rome, and our pre purchased return flights home. The death of my late Father was sudden and completely unforseen. He was not under care at all, was in good… Read more

health, playing live music with this band on that same day as his death and in a well condition. A sudden heart attack in the night took my father away.

At the time when the contract of travel insurance was entered into between myself and AAMI insurance, and up until my fathers sudden death in September 2015, I was not aware of and ANY reasonable person in my circumstances could not have been aware of the sickness which lead to his death (heart attack, my dad didn't disclose anything to anyone about his health and was very private).

AAMI have denied my claim, which is in excess of $9,000, due to Dad dying of a pre existing medical condition. You don't think this can happen to you - even if your mum or dad dies when you are travelling, you are better off staying there because these crooks won't cover you for anything. Disgusting. Don't trust AAMI with anything guys....they won't pay you a cent..

Pray that a relative does die while you're away – I was forced to return home after my father fell ill and subsequently past away. the claim was rejected because of a spurious 'pre existing illness' ploy put on by AAMI. I will never use them again.  Show details

Not Lucky with AAMI – I now know why there travel insurance seemed cheap because it isn't worth anything. Called to advise my travel to Bali was disrupted due to the volcano eruption on a island 150km away and before I new it I was transferred to their claims department to be told that my pre purchased travel insurance would not likely cover any aspect of my trip… Read more

including if any member of my young family was got sick or injured. Totally disgusted with they way I was being treated I requested to speak with management which never happen. Aami then referred my complaint to their own dispute department and sent me an email some 3 weeks later that my insurance was void and that was final. I have been a customer of Aami for 16 years and always thought they were a reputable organisation. I have since cancelled car and home insurance policies and taken my business else where. If you are reading these I would avoid Aami no matter how good the deals seems.

Never buy insurance from dishonest companies – I bought a comprehensive policy for my trip to Europe. Due to technical issues and delayed flight from Amsterdam to Abu Dhabi We missed our flight from Abu Dhabi to Sydney. The airline booked us the next flight which was in 24hrs. I contacted the insurance and one of the adviser told me to book a hotel for the 24hrs that you are there and when… Read more

you come back you can claim. When I came back the insurance company refused to pay any compensation. Also I lost one of my baggage which they didn't do anything for that as well. very disappointed with them. Never going to get anything from them and let all my friends know too.

Best claims process – I travelled overseas early this year, while I was on stop over I was robbed. My personal belongings were stolen the claims process was absolutely amazing! No hassles no fake customer service, very quick to pay claim amazing def go with AAMI they also replaced old for new which was even better :)  Show details

Worked as expected – frequent user of AAMI Tavel insurance but no previous claims.....my daughter had a horrendous experience with World Nomads so would advise anyone making a claim with any travel insurer to record details of every conversation, names, times, what was said.....was not expecting great things but did have a small claim for lost reading glasses with AAMI and the process worked as it should and I got a cheque within 2 weeks.  Show details

So easy to claim! – We were visiting Malaysia and Thailand and everything was fine until on the last day my Husband got extremely sick with gastro. We called the dr to the hotel who have my Husband a bunch of medicine and said he was unfit to fly. We called AAMI and they put our call onto a dr who described the medication the Thailand Dr had given him. They were… Read more

really helpful over the numerous phone calls and after coming home I faxed off the documents and receipts straight away. Over two or three weeks AAMI kept in contact with us and refunded the $4000+ that it cost us to stay one extra day in Thailand and flights home. Wonderful experience. Have used them many times since and will continue :) Excellent customer service and seamless claiming process

AAMI insurance Never again – So I paid $250 to get a full cover travel insurance for my trip overseas. Whilst being over there my phone and wallet had gotten stolen on the beach, this was completely out of my control. I did all the correct steps for me to claim back my stolen goods. I waited for 3 hours at the police station to write a report, I sent through all the right… Read more

documents to claim my cover. 6 months later they call me and say it was denied "claiming" I wasn't being cautious among my surroundings and cause I didn't physically see the person steal my goods I can't claim it. Never again will I go through aami as they were very sarcastic to me over the phone and not understanding at all.

Paid $250 for nothing

The worst ever !!! – while travelling last year in the US i lost a backpack which contained my camera. I was already 8 weeks into my trip so was quite devestated about the camera & all my photos so far. AAMI refused to pay my claim as i lost my backpack in a public place (i was visiting a national park, quite a common thing to do on holidays). I spent months trying to… Read more

get my claim settled but no go. The customer service was non existent, quite the opposite to when i was looking for insurance as they were so very helpful then. I was a 5 year customer with my home, contents & car insurance all with them who had never made a claim. AAMI the excusses you gave me, the B/S you made me go through was horrible ! I have since taken all of my insurance business elsewhere & would never use or reccomend AAMI to anyone ever !

Horrible service.

Serious concern over AAMI – Two articles in recent press (Dec 2012). One with a 26 week pregnant woman, got a doctor's certificate to travel, went into premature labour while in Canada, hospital bill was $700,000. AAMI didn’t pay, quoting their fine print about pregnancy not being covered. Ok tough one. I searched AAMI online and the exclusion is there but as an experienced… Read more

and computer-literate traveller, I would have missed it. Not surprised this couple did. The AAMI story was that pregnancy is not covered to keep premiums low, but I reckon that they should be a lot more upfront about it and put that exclusion on the main part of the website. Something like “we have low premiums by excluding many common conditions like pregnant women”.

Second was much worse. Two young guys went overseas for a gap year – well, 6 months to UK. Got AAMI travel insurance. One came back after 4 months, and the other want to stay longer. Mother of the other rang AAMI and asked if she could extend the insurance to 8 months. AAMI said no, 6 months is our limit which is fair enough and clear on the website. Then they said that overseas son was no longer covered because his companion had gone home. What?

The premium has been paid – 2 people for 6 months. One goes home and so logically the risk reduces for the remaining traveller. In fact the remaining unused premium is now a bit excessive. Far from cancelling the insurance, logic says that AAMI should refund part of the premium and maintain the cover for the remaining person overseas (I am not expecting that of course – gracious is not a term that one usually associates with insurance companies).

But – cancelling the insurance of both people ! I searched the AAMI website and found nothing at all in the finest of fine print that warned about this. Disgusting. A case for the insurance ombudsman I reckon.

And I conclude the following – if AAMI can avoid paying by dragging up clauses which are not disclosed or logical, they will.

Trust AAMI? Don't think so.

Avoid! Excuse given by senior mgr is "We have to look after our shrholdrs, we can't pay evry claim" – Fair enough, the 200 dollar excess is clearly stated. We had a medical doctor visit for 100 dollars and a phone that was lost/or stolen on the plane. Called the health number from the states, and they were incompetent, did not understand the US health system. Which is pay first. And a visit to emergency is around 2 to 3 grand. They insisted we… Read more

go to emergency. Which was unnecessary, it was non-life-threatening. Then the nurse asked us why we didn't want to pay up front? Didn't we have that kind of money? Why don't we?

Well, the answer was: "I don't want to extend that kind of credit to AAMII without a promise to pay."

After returning, claimed going to doctor next day, and phone.

They called at least 55 times over 3 months to avoid paying.

I stopped answering, then they paid for phone, minus excess, but not the doctor visit. So they took the full excess out from the phone.They depreciated it and only paid 25$ dollars.

They are crooked, and have the worst insurance minds in the business.

Can you believe a Senior manager said>:

"We have to look after our shareholdrs, we can't pay every claim"

Wow! Avoid at all costs! cheap to sign up Bad, arrogant service that actually tell you on the phone, we are doing what we can to minimize our expenditures. We have to look after our shareholders.

Do not use AAMI Travel Insurance! – I have had good experiences with Aami for car insurance in the past and assumed they'd be trustworthy. My phonecall from America to explain the accident we'd been in went very well, but on our return back to Australia things started to go downhill. Every time I called I had to repeat the story as they didn't seem to have any record of it. … Read more

They'd say they'd been trying to call me, yet I'd have no missed calls or messages. They even said they'd called my work number and left messages, but nothing was received there either. Replies took forever and it never seemed to get anywhere. Eventually after 2 months of trying to get it sorted they said they wouldn't cover any of it. That's fine! I understand that they can't pay out every claim, but the way they treated me was not acceptable! It was one of the cheaper companies

Poor experience – We chose this insurance product as we thought AAMI were a reputable organisation - we were wrong. We were in the unfortunate situation to have a family member pass away whilst we were on holidays. When I initially placed the came, my experience was positive with a friendly and helpful representative. Once I was assigned my handler, the experience… Read more

became abhorrent. I supplied information as requested. My follow up phone calls to check on the status of the claim were not returned and I could not receive a straight answer when I did speak to other representatives. Initially lodging of the claim. Everything after the initial lodging of the claim. Incredibly poor customer service. I was verbally told my cheque was in the mail. Upon following up, I had been told my claim had been denied due to a clause in the the very back of the PDS which I believe contradicted what was written in the actual policy. From lodging my claim, it took 3 months to deny - completely unsatisfactory. I will not use any insurance products from AAMI in the future.

An Insurance company is only as good as its claims history – AAMI travel insurance will issue a new policy rather then change the existing policy for minor things like date changes or any other minor change. By doing this they can void insurance because of the minor change as if the old policy didn't exist. Our case insurance taken out in March with a change of date to the policy in June meant an injury… Read more

incurred during this time became a pre existing condition thus avoiding coverage for the condition that other wise would have been covered. An insurance company is only as good as it's claims record and AAMI failed ours. We did to speak to people for several hours mostly on hold but eventually went round in circles Frustration that a change of date can change a policy completely

Poor service, unsatisfied customer – I had two claims - one for my illness and the other for stolen baggage. I submitted the claim and never heard from them again. I then received a cheque for the medical expense but was paid short. I had to follow up again and again on the baggage claim only to be given incorrect information as how I could be reimbursed. I paid $200 premium and… Read more

have now been stiffed $200 in excesses. Easy to get online cover. They are quick to take your money. Poor customer management, no follow up at all. Incorrect information. It was almost not worth me even making the claim. Very dissatisfied with the experience and will never consider them for ANY insurance EVER!

Still waiting for my claim reimbursement! – After 3 months and hiddeous amounts of paperwork - still waiting for my money back for a Sinus Infection! Look out if staff go away on holidays - it appears it will be left until they return. Then, they want more paperwork! Ridiculous & time-wasting. Too long for re-imbursement Show details

Terrible – EXTREMELY DISSAPOINTED. AAMI - I think I will now change my car and home and contents insurance to another company...... Does Travel Insurance actually exist with you? I can't wait till I get home, to experience the claim process now!!! I thought there would be some - as I have had good service with my home insurance so went for Travel… Read more

insurance.....all good until I needed it! I could not contact the phone number given from Hawaii, it said the number was not in service. I called a friend in Australia and asked that they try to call it - they managed to speak to someone and they said they would call me......still waiting 1 week later. I also sent and email, and again, 1 week later still waiting......

Good – Had AAMI travel insurance last year whilst travelling Greece. Wife got sick in Rhodes. We called AAMI who got my wife to speak to a doctor on the phone that AAMI arranged. The doctor deduced that my wife needed face to face consultation and AAMI gave us the name and address of a doctor only 5 minutes from our Hotel in Rhodes. The Doc was expensive… Read more

but below our excess, so we didn't claim. Was satisfied with the service we got from AAMI and relieved to speak to someone when we rang them. Seems to cover everything I think I might need. Well priced. AAMI has proven themselves to me with previous claims on car accidents as well as our experience with them while in Rhodes last year (see opinion below). Non to mention. Maybe lucky so far.

Excellent – I didn't even know AAMI did travel insurance until I googled travel insurance a while ago when I needed to travel internationally. How easy was it to take out the policy with them!! I booked it all online and it was so much cheaper than any of the others - and very comparable policies as well. It was nearly 1/2 the price of 2 other insurance… Read more

quote I received on line. I have now had 3 policies with them, am yet to make a claim, but so far it's been easy (and cheaper!). Quick and easy to join up online. None to speak of - haven't had to make a claim though!