AMI Insurance Reviews 248

I have been a faithful customer for 17 years, but I have decided to terminate my services due to poor customer service, long wait times, and a lack of communication. The company, once known for its exceptional service, has now become one of the worst to deal with.

AMI service is totally hopeless.
They have no customer service at all, phone wait times are insane their messenger contact is equally as bad,
I will be looking for a new insurer on renewal, this guys need a rocket u them

Do not ever have a policy with AMI. As a policy holder I expect prompt answers to my emails x 6, phone calls x 5, online enquires x 6. To have to wait 2 hours on the phone to then get inaccurate and misleading information is appalling.
The phone operator will tell you, "oh we are busy, but you can simply make any enquires and submit your claim online". Sadly these are all lies to get you off their back. The AMI website states it will get back to you within 48 hours, what crap! You get no replies!! I have been waiting 4 months for my claim to be settled. Its really frustrating to think I PAY AMI for a service to look after my insurance, but there is NO service, NO communication, NO replies to emails, NO replies to website enquires.
Yesterday I waited on the phone 1.5hours and was then disconnected!
After 4 months of trying to get answers to my claim, their phone message service still says "we are experiencing high call volumes and delays of up to 2 hours".
Lastly, AMI is simply the worst insurance company I have dealt with!

no one answer the phone, wait time over 2 hours, no one reply email as well

Still waiting for my 2 claims to be addressed after the Auckland floods and Cyclone Gabriel. The cleaning company came weeks ago and a builder came weeks ago and no word at all from AMI. Waited on hold for over 2 hours and gave up. No way to contact or email them. Just have to sit and wait. If you have Facebook messenger you can send a message but I don’t have that. It’s a busy time for insurance companies but everyone else I know who was affected have had their claims either sorted or lots of communication from their insurance companies. AMI are useless because they have closed all physical stores.

Extremely poor customer service, my biggest mistake switching to AMI! Someone crashed into my car and I submitted my claim very same day. It has been almost 16 days since and I'm still waiting for accessors call on next steps! These people are hard to reach it takes almost 2-3 hours before someone answers your call and they tell you that your car has been towed down to xyz repair shop which upon inquiry turns out is false information. I cross checked with the yard and repair shop both were waiting on instructions from AMI! I emailed them showing my concern on their pathetic customer service and they didn’t even bother to reply let alone, apologise for their short coming. I called them yet again after 3 days (2 hours waiting) so that at least they could read my email and respond back. I have a 30 day substitute as part of contract and despite all delays from their side they have the audacity to remind me how my substitute is only available for 13 more days. It is unbelievable to me how callously they treat their customers. Rest assured; I will be switching to another service once this ordeal is over.

Customer Service😣
I was on hold for two hours. After every half an hour somone answered and keep saying same thing" I will put you through the claim team" Wasted my whole day off to lodge claim for the first time in 5 years.
Tried to call them again but no answer in 40 minutes so given up.

AMI increased my policy by 45% .
Called them to ask why and they said it is renewal of policy and there is many factors for increase. Not acceptable as I have had the insurance for 4 years with out any claims.
To go from $450 per your to $800 is ridicules.
Did a new quote online and get a cheaper rate. Looks like you have to cancel your policy every year and then do new one so that they don't increase it by hugh %.

2 day assessment? Yeah right.. It’s been 2 weeks now I haven’t had a car because someone crashed into me, it only took them 30 mins to come tow it away so they could have it all to them selves!!! Now I am without a vehicle, trying to get through is like calling the beehive and asking to speak to the prime minister really quick… It’s never going to happen.. So I wait a day to call at 9am on a Saturday as they say that in their website, and then I’m transferred to 3 different people as “they couldn’t help because they are in the wrong department” even when I selected vehicle existing claim? Then finally It’s the last transfer and “sorry, our claims managers are not able to answer at all. Please call back Monday to Friday, end call” Are you kidding me! Worst insurance ever I will definitely be switching when/if I hear back as I am absolutely appalled! Not to mention the 3 hour call trying to lodge a claim and then getting all the details wrong.

I have been a customer with AMI for almost 20 years. I recently dealt with AMI insurance for a problem which is completely my own fault, and I have to say that I was thoroughly impressed with their level of customer service. From start to finish, their team was incredibly kind, helpful, and professional, and they went above and beyond to solve the problem. I was completely satisfied with the outcome.

We had house, contents and vehicles insured with AMI for over 20 years. Increase of around 27% for February 2022 renewal, spoke with AMI who were not in the least interested in our concern and showed zero loyalty for years of paying premiums with virtually zero claims so we went with AA who were around $1,000 p.a. cheaper for the same cover and so far much better customer service people to deal with.

Water flowing down through cupboard from upstairs. Finally got through to their overseas call centre ( after an hour and half) and lodged a claim. Now day 2 and its getting worse. Never heard back from them too bad if it turns into a flood in the meantime. Communication is poor.

Don't use AMI. Their service is appauling. The Auckland floods happened. We got flooded. We were not able to lodge our claim on line and had to spend hours waiting on the phone to get through. It took us 3 whole days of trying.

The claim got lodged. It took days to be appointed an assessor and 4 weeks for the assesor to come.

Meanwhile our tenant is taking legal action. AMI doesnt respond to emails, the reinstatement company doesnt respond to emails. We cannot proceed until we have confirmation of what walls to remove as per the assessors instruction. Jae' Carpet drying cant proceed until we have that confirmation.

We need to know whether we can proceed with the tenant in situ but we are not being given instruction, no response to emails, no response to phone messages.

I will never recommend AMI because other insurance companies Im dealing with for floods have responded and continue to give advice.

Poor service, awful experience.

Like the previous reviews have stated.. wouldn’t even deserve 1 star.

This is my very first time writing a negative review of any sort and I genuinely do feel like they are somewhat frauds. You pay for a service that is not provided.

I lodged a claim back in August of 2022 that was quickly accepted, however still 7 months later I’ve still not received a single penny of the agreed funds. My property accessor has requested I stop chasing them up as it’s a closed claim (with still no money received on my end) and I’ve also had to continue paying my premium fees while receiving no service or solution.

I’ve emailed the company multiple times with zero repose, you also cannot get a hold of them on the phone (currently I’ve been sitting on hold for 1hr 25 as typing this).

Their excuses were “oh it’s near Christmas so it’s hard to find anyone to repair the damage” bare in mind this was back in August.. and now it’s because of the floods up north.

Most definitely going to cancel my policy and renew elsewhere once my claim has been paid out. Don’t recommend

Absolutely shocking. Barely contactable. Pathetic communication. From me recent experience with them, I'd highly recommend staying away from this group. When I lodged my claim they told me a lot of things that were going to happen within days and basically nothing did. No formal communication from them on claim status to me as policy holder. In the meantime you have to try clean things up as an assessor has'nt been to view. No good for landlords.

Absolutely appalling customer service. It's like they just don't care. I have been emailing and calling since December 2022 when Ami took an extra month car insurance payment out of my account within a week with no explanation and a promise to look into it. I sent them a screenshot and they agreed it did indeed look like they'd taken out an extra payment. They have twice said accounts will be in touch within 48 hours. It's now been 3 months and I'm so frustrated. I just can't see why they aren't able to either refund it and apologise or give me an explanation as to why. It feels really simple to me but the longer this continues without explanation, the more suspicious I'm becoming. Imagine how much money they would accrue if they did this to just half the people who are insured with them?

I was trying to get a quote for home insurance as I needed this for getting a home loan for the house I wanted to buy.
I had two mixed experiences:
For the first home, that went okay but I still had the feeling they assume you want to rob them as soon as you are insured. Very intrusive questions about things that would be difficult to answer when you are not the owner but have seen the house in viewings only.
The second try for a quote for a different house were one of the worst 2.5 h of my life. The guy in the call center called me "mam" but spoke in such a disrespectful tone, it was disgusting.
It felt like they were trying to get me to pay for much much more as I need, always trying to explain to me that they need to make sure I am fully safe. They tried to argue every tiny bit, from the size of the retaining walls ("they seem to be around the house"- Excuse me, I have photos from the builders report. "No mam, the retaining walls seem to be much bigger, we want to make sure you are fully insured." I HAVE PHOTOS; I KNOW HOW LARGE THE RETAINING WALLS ARE. "Wait, I speak to my supervisor.... 20 min later. And so on. They knew I needed a quote quickly and tried to convince me that if I am not using their recommendations I might not be able to get a quote.
They asked questions like, has the house ever been named according to number xyz - the way they asked felt very much as if they would like to trick me into saying something that they can later use against any claim as it was not possible to them to explain what they want to know.
Anyway, after 2.5 h on the phone, no progress and veiled threats I told them that we cannot seem to find a solution and they can send me further questions by email. I then went to a service center from a different insurance company (the one with the 2 yellow letters), and got an appointment for the next day. I spoke to a nice lady there, we went through the LIM and builders report, and she said that there is no problem at all, of course I will be able to get insurance. She calculated the different excess possibilities with me and 35 min later everything was ready and I had a quote.
i will be cancelling my AMI car insurance now, too.
Is Ami a scam????

Terrible customer service. Spoke to someone named Gabrielle and he was PLAIN RUDE! He sounded like he had just woken up from a nap , had his dog barking in the background while tlking to me , so u unprofessional and unorganised! They did not prioritise my claim and gave excuses about why my claim is not a priority even though my full fence has fallen and has injured some members of the public. AMI NEEDS TO UP THEIR GAME … they don’t want to cover for the damages that iam covered for and they are finding excuses to cover as less as possible. Worst insurance ever ! I will be changing insurance companies as AMI are FRAUDS! I have Been waiting for a very long time to get a call back from the property assessor and still no call back ! They deserve zero stars

Used to be good to deal with but now are sneaky and trying to scam customers. I've been trying for 6 weeks to cancel a policy and get a refund but no luck so far

Been with this company over 25yrs just under two yrs ago had my vehicle broken into and claim declined due to not having photos of what was stolen as i didnt have a photo of my daughter on her school computer.
At that point i was deciding to change insurers.
Just over a month ago my car caught fire.
So its stuck in my drive way in limp mode.
Its covered for fire and theif shouldnt be a problem?
Oh yes we will send someone around to access it.
So a auto electrician was sent around that took photos removed part of the car took it with him and that was the last of that.
Well that took two weeks and the fire is undetermined.
O we dont cover electrical fire or electrical brake down its in the small print.
I will get back to you tomorrow going to talk to one of the assessors .
Well its been 3 and a half weeks. Still waiting?
Tomorrow never contracted jacki yet again.
O yes I'll get him to call to to arrange a time to come around.
Well no missed calls no e mails no messages on my answer phone ol yes theres still my car blocking our driveway i need for work.
We are going to send one of our assessors out to have a look.
I need my vehicle for work i haven't been offered a rental car or any kind of assistance from ami, my cars blocking our drive and the urgency to them is nothing at all.
This is a very stressful situation and im spending money now trying to get my car going because there so dam useless at actually looking after there customers $350 for a bcm $150 to mazda $170 for another auto sparky to try and sort it so im $670 out of pocket trying to sort my own car so far.
As still haven't had any customer service.
And dont seem appreciate the ones they have.
Shame on you AMI
Thanks jacki im sure if it was you in this situation you would think different as long as your pay checks keep coming in.
As people pay for there premiums till they get treated like this.
Useless customer service and total run around.
With no follow ups calls totally left in the dark as the days go by still waiting.