AMI Insurance Reviews 248

It took 4 months to get my car claim sorted, after countless hours of me being on call-waiting and dozens of emails trying to chase and progress my claim. Nobody was assigned to my claim, I had to deal with a new person every single time I tried to call (when I was finally connected). AMI wanted to deregister my car for "structural damage". I challenged that and asked them to provide more info and confirm what the structural issue was. They could not validate their assessment and finally agreed to keep it registered. The claim was finally settled and I purchased my vehicle back as a write off - it was delivered to my house missing the following: towbar, electronic key, spare key, floor matts, trunk matt, tyre repair kit, jumper cables, maintenance manual. All of these were stolen from my vehicle while it was under the care and responsibility of AMI. At first, I was offered $50 for all of these items (shocking!) I declined this and asked to be refunded for the cost of the stolen items, I provided invoices for each of the items, totaling roughly $1,200. AMI came back with an offer of $600. I accepted this under the condition that the cost to cut new keys would be included. AMI declined and withdrew the $600 offer. I am now going through a dispute resolution process & filing a police report for the theft of my items. Hours of my life I would rather have spent elsewhere. Extremely bad experience. Process took forever (it is still going), they are unprofessional and do not look after their customers. The AMI policies are cheap for a reason. Do not recommend at all. Pay a bit extra and go elsewhere. I have my yacht insured with AMI, I will be changing insurers and paying extra to avoid all this nonsense.

I make a payment via online banking, this includes my name, customer number and THE POLICY NUMBER TO WHICH THE PAYMENT APPLIES. A month later I get an email from AMI saying I haven't paid. I waste my time checking up on this only to find that the payment has been allocated TO AN EXPIRED POLICY for another vehicle. Three emails later (more of my time wasted) its finally allocate to the correct policy (was I insured in the meantime, hmmmm?). COME ON AMI, this is pathetic customer service and is one of the reasons that I'm slowing moving my insurance to another provider. The person I was dealing with (by email) suggested that I use an 'app'- not everyone has a smart phone (I don't), or that I ring to say which policy the payment is for. Honestly? Ever tried ringing AMI - MORE WASTED TIME, and all for something which should be so simple. Bring back a local branch where I can talk to someone and get things sorted in 5 minutes, or, as a minimum, get your system sorted where payments are allocated to the correct policy. As you can see, I'm not a happy customer of AMI so I guess as things progress you'll be slowly loosing my custom.

Literally 2 minutes ago. Had trouble finding car repairer on the AMI website. I called the office and the customer service agent was friendly, professional and worked quickly to organise my vehicle to be towed from Waikato to Auckland, and confirm a repairer with a courtesy vehicle. Very relieved and grateful for the wonderful service. The customer service agent was awesome!! Thank you

I have been a customer with AMI for 25+ years. We have only ever had the one small claim on our contents insurance before this claim. We had jewellery stolen and the way they calculate market value of jewellery is a theft in itself. Terrible customer service and no one is listening to our point of view. Have just moved our policies elsewhere. It would have been so easy for them to have made an adjustment of a few hundred dollars to the settlement amounts to keep us as customers, but they rather lose a yearly income of $2,500. The people working in the claims teams just seem clueless...

Lies , hung up on, 3hr min wait time on hold , transfer too department just to be stuck on hold. Loop hole not covered due to wear an tear? Worse customer experience ever. Don't use ami 5mins to sign up an forgotten or ignored when you need to claim. Profits before people.

We’ve been waiting for a claim for 3 weeks now. The guy sent to check the leak didn’t do anything to check the cause of the leak. So we requested another assessor. No call yet. We have emphasised over the phone that there are further damages because the cause of leak is not being addressed. Calling them, we get same reply that someone will call but nothing is happening. It is very frustrating.

After being a long standing customer for years, I am pleased to say I will be changing to another insurance company after being let down by AMI. AMI canceled my policy, despite taking the money out of my account. I wasnt even aware that I wasn't covered. Recieved an email saying they had done a thorough investigation (which I was not a part of) and said what they had done was sufficient and cannot give me back the previous price I was paying and had to take out a whole new policy. How when I was paying the original and was told by someone that it was a bank error and I wasn't the only customer going through this. Not impressed.

I spoke Marl V and he helped me to reinstate our policy within minutes and also called my husband overseas and waited for a while so that authorization could be provided over the phone by my hubby. The whole idea for the customer service is to serve the customers without interruption and any delays. Marl was simple amazing, and I wish people like him should be made a Team leader.

I have been with AMI insurance for few years now when I checked with them why the premium is higher, they said they can't do much about it and when I mentioned about other providers offering lower price, they literally told me to get the car insured somewhere else. The only word that they were using throughout the conversation was unfortunately the inflation had put the prices up."

1 star on hold now 57 minutes and all I’m trying to do is add a motorcycle to my already existing plan which they couldn’t find for the first 20 minutes of the call this an absolute joke I want to hang up and ring AA but I’m already this deep on hold…. Fml

They just know to say unfortunately , most of thier staff are not knowledgeable and never insure my car to this company .

i ask for a Quote for my boat insurance they came up with $4000!
I paid $1200 per year for my boat insurance. after giving them all details.

Nearly 12 months waiting for a urgent toe fucten useless

We have lodged Cyclone Gabielle claim since 15 Feb 2023 and now 5.5 months already still no waiting, really disappointed.

Disgusting.... unbelievable...what kind of company is that.

Keep making excuses...no one follow up, keep playing games.

Wasting my time and money...you cannot get any worse than them

I doubt an insurance company could give worse customer service if they tried. AMI are an absolute disgrace. I made a vehicle damage claim 7 months ago. After 6 months they finally informed me they were writing the car off and told me how much they would pay out which I agreed to. A month on and nothing more You can't talk to anybody on the phone and they do not respond to emails. I changed insurance companies but I must warn everybody of getting involved with this awful company in any way.

Neither their service nor their chat system is good enough.
They are not synced at all, every time I chat with the team on Messenger, the new person gives the reply and every time I have to explain it again.

Not helpful. Don't use them.

The customer service available from AMI, now that they have replaced local offices in NZ by Manila based phone & email reps, is abysmal. A good 75 percent of the AMI reps I have had to recently deal with were actually incompetent. It's time for me to take my insurance to another company.

Poor company. All the staff is useless and have lack of knowledge of their own company. Highly recommend to choose AA insurance company as they value their customers not like this AMI is a fraud company