Had an issue with AAMI? Get a real response.
How to submit a complaint with AAMI
Phone (Recommended):
Call AAMI directly on 13 22 44 during business hours for immediate assistance. Have your policy or claim number ready.
Online Complaint Form:
Use AAMI’s secure online form available in their Help Centre under “Customer Relations & Complaints”. Provide your policy details and clearly describe your issue for prompt handling.
Email (for Escalations):
For unresolved issues, email "idr@aami.com.au" (AAMI’s Internal Dispute Resolution team). Clearly detail your complaint and reference any previous interactions.
Mail (Postal):
Send written complaints to: AAMI Customer Relations, PO Box 14180, Melbourne City Mail Centre VIC 8001.
Include relevant documentation (copies only).
AAMI does not have physical retail locations for lodging complaints; use phone or online methods for quicker processing.
Initial Acknowledgment & Response:
AAMI aims to address complaints immediately or within 5 business days. You’ll receive acknowledgment and the contact details of the representative handling your case.
Internal Escalation (Customer Relations Team):
If your issue isn't resolved initially, it's escalated internally to AAMI’s specialised Customer Relations Team. They assign a dedicated case manager to conduct an independent review of your complaint.
Investigation & Resolution Timeline:
AAMI typically resolves complaints internally within 30 days. Complex cases might take longer; you will be regularly updated on the progress.
Final Resolution & Communication:
A written decision clearly explains outcomes, corrective actions, or reasons for denial. If you're dissatisfied with AAMI’s final response, external escalation options (like AFCA) will be detailed clearly.
Standards of Service:
AAMI adheres to the General Insurance Code of Practice, committing to fair, professional, and transparent handling of all complaints.
Common complaints against AAMI
Claims Disputes & Delays:
Common issues include claims being denied due to policy exclusions, lengthy claim processing times, and unclear communication during claims handling.
Premium Increases & Pricing Concerns:
Complaints frequently involve unexpected or high premium increases, particularly after claims or upon renewal, leaving loyal customers feeling undervalued compared to new customer discounts.
Customer Service Difficulties:
Customers commonly report long wait times, difficulty reaching human representatives, or feeling prioritised lower than new customers.
Quality of Repairs & Claim Outcomes:
Issues around subpar repair work, usage of lower-quality replacement parts, and dissatisfaction with market-value payouts for total loss claims.
Administrative & Technical Issues:
Mistakes in billing, policy documentation errors, outdated processes, and online system difficulties are frequently reported.
Complaints submitted through Ajust
My car was sitting at an AAMI-approved repairer for three weeks with no update. It changed locations three times, and I still don’t know when repairs will start. No one’s called, and I’ve been without a car the whole time. It’s exhausting chasing answers when all I want is transparency. - Merilyn
After a no-fault accident, AAMI booked my Tesla into a repairer who wasn’t qualified to work on it. Now it’s just sitting there. No updates, no resolution, and every time I try to contact them, I hit a wall. It’s like shouting into a void. -Tim
I waited weeks for a payout after my car was written off. I had to borrow money for a replacement while getting radio silence from AAMI. I don’t understand how a company can be this hard to reach after taking your premium so easily. - Victor
My car claim has dragged on for two months. I’ve spent over four hours on hold just today - six times the line dropped. It’s not just inefficient, it’s insulting. I’ve paid for support, not to be ignored. - Keira
How other consumers AAMI complaints got resolved
Delayed Flood Damage Claim (Partial Resolution): An elderly couple's flood damage claim initially denied due to exclusions was reassessed following escalation. A second independent assessment led to AAMI agreeing to cover substantial remedial repairs.
Extended Vehicle Repair Delays (Internal Apology): After significant delays and poor communication during vehicle repairs, escalation led AAMI management to apologise formally, assign a new case manager, and restore rental car and accommodation services.
Claim Resolved after AFCA Intervention: After an insurance claim stalled for months, external escalation to AFCA prompted swift resolution by AAMI, resulting in a quick payout.
Request Internal Dispute Resolution (IDR):
Explicitly request escalation to AAMI’s Customer Relations Team if dissatisfied with the initial response.
Formal Written Escalation:
Email the IDR team directly (idr@aami.com.au) or write to AAMI Customer Relations (address above). Provide detailed evidence, reference previous interactions, and clearly articulate the resolution you seek.
External Escalation (AFCA):
If unresolved within 30 days or dissatisfied with AAMI’s final IDR decision, escalate externally to AFCA for independent review.
Document Thoroughly:
Maintain comprehensive notes on communications, names, dates, and outcomes, aiding both internal and external escalation efforts.
Australian Financial Complaints Authority (AFCA):
Independent ombudsman for unresolved insurance complaints. AAMI must comply with AFCA decisions.
- Website: afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
Australian Competition & Consumer Commission (ACCC):
Report misleading or systemic issues (e.g., widespread claims handling issues).
- Website: accc.gov.au
State Consumer Agencies (Fair Trading):
Consult your state’s agency (NSW Fair Trading, Consumer Affairs Victoria) for consumer law advice.
CTP-specific (NSW IRO):
For Compulsory Third Party claims disputes in NSW, escalate to Independent Review Officer (IRO).
- Website: iro.nsw.gov.au
- Phone: 13 94 76
- AAMI Customer Relations & Complaints Page
- Online Complaint Form: Secure Complaint Form
- General Enquiries: 13 22 44 (Mon-Fri business hours)
- Internal Dispute Resolution (IDR): Phone 1300 240 437, Email idr@aami.com.au
- Postal Address: AAMI Customer Relations, PO Box 14180, Melbourne City Mail Centre VIC 8001.
- AFCA: afca.org.au
- General Insurance Code of Practice
- AAMI Help Centre & FAQs
AAMI Complaints FAQs
What’s the fastest and easiest way to lodge a complaint with AAMI?
Call AAMI on 13 22 44 during business hours for immediate assistance - this is the fastest option. Have your policy or claim number ready to speed things up. Alternatively, use the secure online form in their Help Centre for written documentation and tracking. Escalation requests can be emailed to idr@aami.com.au if your issue isn't resolved.
What can I expect after submitting a complaint to AAMI?
You’ll get an acknowledgment within 5 business days and a contact person assigned. If not resolved promptly, it escalates to the Customer Relations Team for a formal review. AAMI usually resolves complaints within 30 days and will send a written outcome. If you're still dissatisfied, you’ll be informed how to take your case to AFCA.
How can I escalate an unresolved issue with AAMI?
If your complaint isn’t resolved, ask AAMI to escalate it to their Internal Dispute Resolution (IDR) team via idr@aami.com.au. If you’re still not satisfied after 30 days, you can escalate to AFCA, an independent ombudsman that can make binding decisions. Keep written records and evidence to strengthen your case at every stage.
What are common types of complaints consumers make about AAMI?
AAMI complaints often involve denied or delayed claims, high premium increases after claims, and poor communication. Many also report long wait times, substandard repairs, and billing mistakes. These reflect growing frustration with service transparency, fairness, and feeling undervalued as existing customers.
You’ve done your part, now it’s time to hold AAMI accountable.
Take the final step and submit a complaint that gets seen and responded to.