How to file a complaint and get quick results from AAMI
How to complain to AAMI and get real results
We’ll help you file a complaint with AAMI and push for 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.
Got an issue with AAMI? Send your complaint instantly!
Real AAMI complaints and how they were 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
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