Need to contact

AAMI

and make sure they reply?

AAMI is a leading Australian insurer known for car, home, and diverse insurance offerings, serving around 800,000 Australian households. They pride themselves on being easily accessible, providing support via national phone lines, an online Help Centre, mobile app messaging ("AAMI Messaging"), and dedicated assistance for claims and complaints.

Their friendly customer care team offers around-the-clock assistance, emphasising quick communication and convenience - whether you're making a claim, updating your policy, or simply seeking guidance. AAMI has established trust by prioritising compassionate service and efficient claims processing, helping customers feel reassured and supported when it matters most.

While AAMI is broadly trusted, common customer concerns highlighted in forums and reviews include:

• Claims Delays & Processing Issues: Customers sometimes experience slow claim assessments, delayed repairs, or difficulties in obtaining timely updates, notably with car claims.
  
  
• Difficulty Contacting Support: Frustrations arise from lengthy hold times and occasional dropped calls when contacting claims teams, occasionally lasting hours.
  
  
• Coverage & Decision Disputes: Some customers perceive AAMI's decisions (claim denials or policy interpretations) as unfair or inconsistent.
  
  
• Premium Increases & Pricing Complaints: Annual premium increases have sparked criticism about perceived loyalty penalties, prompting many customers to seek renegotiations at renewal.
  
  
• Repair and Service Quality Concerns: Issues with quality or limited choice of repairers and dissatisfaction with AAMI’s roadside assistance service are occasionally noted.
  
  
• Complaint Handling: Although structured, AAMI’s complaint resolution can occasionally require escalation, with some customers feeling initial issues were inadequately addressed.
  
  

Despite these challenges, many customers do report positive experiences. However, customer reviews average about 1.8 out of 5 stars, primarily due to the concerns mentioned above. AAMI acknowledges these issues and actively works to improve processes and customer satisfaction.

Contacting AAMI customer support is straightforward and can be done via multiple methods:

• Phone Support:
  
  
  • General inquiries (Australia): 13 22 44 (Mon-Fri, 8am-7pm AEDT)
    
    
  • International: +61 3 8520 1300
    
    
  • Insurance fraud reporting: 1300 881 725
    
    
  • Urgent emergency claims: available 24/7 via main phone line.
    
    
• AAMI Messaging (App & Online):
  
  
  • Message directly through the AAMI mobile app or via your online account for convenient, asynchronous conversations without waiting on hold.
    
    
• Online Help Centre:
  
  
  • Visit AAMI Help Centre for FAQs and guides. Enter your query for instant assistance and quick access to relevant articles.
    
    
• Email and Written Correspondence:
  
  
  • Formal complaints via online form or email idr@aami.com.au (internal dispute resolution).
    
    
  • Mail correspondence: AAMI, GPO Box 756, Melbourne VIC 3001.
    
    
• Social Media:
  
  
  • Contact through Facebook or Twitter direct messaging for prompt responses during business hours.
    

Pro Tip: Have your policy or claim number ready for faster assistance. Clearly indicate if your matter is urgent.

AAMI offers transparent, customer-friendly policies:

• Cancellation & Refunds:
  
  
  • Cancel anytime with pro-rata refunds minus any admin fees. Check your policy’s PDS or use the self-service "Cancel my policy" option online.
    
    
• Claims and Disputes:
  
  
  • AAMI adheres to Australia's General Insurance Code, acknowledging complaints within one business day and aiming for resolutions within five days. Unresolved disputes can escalate to the Australian Financial Complaints Authority (AFCA).
    
    
• Premium Price Reviews:
  
  
  • No formal price matching, but premium reviews at renewal are common practice. Customers regularly negotiate discounts or coverage adjustments with support agents.
    
    
• Payment Grace Periods:
  
  
  • Missed payments receive reminders and a grace period. Details and guidance can be found in the Help Centre’s "Missed a payment" section.
    
    
• No-Claim Bonus & Loyalty:
  
  
  • Car insurance customers benefit from a No-Claim Bonus (NCB). Support can clarify how claims may affect this discount.
    
    
• Special Support Policies:
  
  
  • AAMI provides tailored support through Domestic & Family Violence and Financial Hardship Policies, offering flexibility and personalised assistance for vulnerable customers.
    

Detailed policy documentation (including refunds, cancellations, and claims processes) can be found in your policy’s Product Disclosure Statement (PDS) and on the AAMI website.