Had an issue with AAI? Get a real response.
How to submit a complaint with AAI
The strongest AAI complaint starts with their complaints or customer relations team and a clear statement of what failed around the policy, claim, payout, premium, or customer service issue.
- Start in the right place: Use their complaints or customer relations team for AAI so the complaint lands with a team that can actually review it.
- Anchor the facts: Include your policy number, claim number, documents, photos, and prior emails and explain what went wrong with the policy, claim, payout, premium, or customer service issue.
- Name the complaint theme: Say if the issue is about claim delays, claim disputes, and poor communication so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
Most AAI complaints move through logging, evidence review, and then a written position on what the business will do next.
- Acknowledgement: You should get a case number, email, or some written sign that AAI has logged the complaint.
- Review: The business will usually look at your policy number, claim number, documents, photos, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what AAI found and whether it will offer a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against AAI
The complaint themes most likely to matter for AAI are below. Use the one that best matches your issue.
- Claim delays: Claims taking too long to assess, update, or pay.
- Claim disputes: Arguments over cover, responsibility, or whether the claim should be paid.
- Poor communication: Updates arriving late, vaguely, or not answering the actual issue.
- Pricing issues: Unexpected pricing, high charges, or price changes that feel hard to justify.
AAI complaints submitted through Ajust
If AAI is still not dealing with claim delays, claim disputes, and poor communication properly, escalate without restarting the complaint from scratch.
- Escalate internally first: Ask AAI to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the insurer's internal dispute resolution process.
If AAI does not resolve a complaint about claim delays, claim disputes, and poor communication, there is usually an external path beyond the business.
- Main external path: AFCA after the insurer's internal dispute resolution process
- Why this route matters: ASIC or APRA may matter in the background, but AFCA is normally the consumer complaint route.
- Before you escalate: Keep your full AAI complaint trail together, including receipts, screenshots, emails, and any written responses.
We could not confirm a stronger public complaint route for AAI, so start with their complaints or customer relations team and ask for the complaint to be logged in writing.
AAI Complaints FAQs
Which channel should I use to complain to AAI?
Start with their complaints or customer relations team and label it as a complaint straight away. That makes it easier to move into the right internal process.
What happens after I submit a complaint to AAI?
You should usually get an acknowledgement first, then a review of the facts, then a written response. If the reply misses the issue, answer on the same thread.
What do people usually complain about with AAI?
The recurring themes are usually claim delays, claim disputes, and poor communication. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Is there an ombudsman or regulator for complaints about AAI?
Usually yes. The main external path is AFCA after the insurer's internal dispute resolution process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold AAI accountable.
Take the final step and submit a complaint that gets seen and responded to.