AAMI Reviews 325

Worst customer experience in my life. Repairs on my vehicle were terrible which included, poor paint quality, panel gaps not aligned, old damaged parts re-used, wheel alignment out, aftermarket bolts used to hold my front bumper bar to the guards. Mind you this has all happened after I refused to accept the car the first time from the repairer due to other issues. What made matter worse is I lost 8hrs of my life over a period of a week waiting to speak to a customer service representative based some country that I struggled to understand. It's unreal when you take out the insurance your call is answered asap & speak with a representative from Australia & take your money. Didn't waste any time & escalated the matter to AFCA & AAMI called me straight away to resolve the issue. They sent out one of their assessors to view the vehicle & gave me some BS story. I shut him down & asked him the question "would you buy this car with the quality of these repairs"? to which he replied "no". They now require to start all the repairs again by a different repairer, provide me with a hire car & pay me $1,000 in compensation for wasting my time. The repair cost now will exceed the value of what the car is insured for. I'm keen to see how the repairs will turn out this time otherwise it's back to AFCA.

Very low class service provides, I have accident with AAMI policy holder on 16 July, he done brake check with me , my car is totally loss even his brake lights not working, press brakes intentionally everything showing in my Dashcam video but still AAMI don’t want help me, Actually AAMI don’t want to Fix car my car they just want to save his driver for Rash driving,I have send all details which shown clearly its AAMI policy holder mistake but still no one reply me yet last 8 days,I have not spare car how can i go for work but AAMI don’t care about anyone even I have sent Letter of demand to AAMI but still no reply, not good service, I have already complaint to AFCA on afca.org.au
Hopefully AFCA help me I have also complaint everywhere on government website so they book Aami driver for rash driving and negligence driving with dashcam video, if AAMI don’t care about AFCA then I will proceed to court and give details I have given timeframe to AAMI but they never reply even they don’t want reply to AFCA as well, only budget direct , NrMa, youi and rollin is better company in Australia they done claim in few days, always go with them but I have heard lot of name of AAMI but customer service not good, never buy any product on AAMI in future , Thanks for service .
Claim number - M088840633

AAMI Home and Content Insurance is total rubbish.

I had home and contents insurance with AAMI for 12 years and had to make my first claim this month for a stolen bike which was locked up in my garage. I was very disappointed when AAMI refused to pay out my claim unless I provided evidence that there was forced entry into my garage.

This is noting, My bike was locked up in my garage and the person had tried to saw through the lock and managed to pick the bike lock and take it. A Police report was filed. Home and contents insurance is a waste of money. I calculated the amount I've paid AAMI for the last 12 years and it equated to $7k, and they couldn't pay out $1k for a bike and lock that was stolen from my property. I was better off saving the money I paid them over the years to cover my contents. Don't bother with the home and content policy, save that money that you would pay them on a monthly/ yearly basis instead.

Lost a long term customer. Two of the most incompetent staff on the phones today. Explained my issue muliple times to them, only for them to NOT understand. Told I didnt have a policy, and wanted to take one out by them.

Put on hold, and hung up on. Then I gave up and tried to solve my issue via your virtual assistant, for it to not understand
In end gave up. Policy is now cancelled.

I’ve been with AAMI for over 20 years and cannot believe how poorly they treat their customers. Similar experience as Maddie, car was considered a write off despite it only needing 4 tyres. Car left at a tow yard for a month before I called to see what was happening. No answers when you call after waiting over an hour an half, just get fobbed off. Claim lodged 04/04, 4 tyres was all it needed (they were slashed while at a train station). Still no resolution.

I wish I could put a 0 star review
ABSOLUTELY the worst customer service I have ever experienced
Vehicle was taken to an auction yard without permission and without being assessed. Also was not advised it was going to an auction yard and written down as a total loss without assessment (was also not advised of this) Told 3 different reasons as to why it was taken to an auction yard. More damages done to the car due to being at an auction yard as well as loss of registration plates.
Phone calls ignored for days on end
Laughed at and hung up on when staff members can’t answer questions.
DO NOT EVER USE AAMI.
Only there for the money and do not wish to help in anyway

I’ve got my CTP with AAMI, best price from all the providers out there for me. Gave me plenty of reminders so I won’t forget to renew. Never had to communicate with them in person so unfortunately I can’t give any feedback on this topic.

Harrassment after hours, heartless, and demand you send the same information multiple times, and then they say, after 7pm--- when youre getting kids into bed-- "insufficient". Sent it all again. I have no hope for a remotely positive outcome, these people are super dodgy and super greedy, and they do all of it when youre trying to wind down to sleep with your family! I have diagnosed ptsd with anxiety and depression comorbidities just a part of my sucky life... so im here at 20:14 scanning documents and sending all the same documents yet again, guess who probably can't sleep tonight. Heartless. Also what is with the foreign names? My harrassed email looks like a screenshot from a scammer-busting youtube channel, and given every aussie wakes up to 3 scams on the phone, having to share bank stuff after work hours and multiple financial documents several times this fortnight is enough to make anyone freak out. Unprofessional, heartless. Also, guess who can email me at 19:19 but cant be bothered to answer at all even when you reply within 5 minutes. Guess someone is off sleeping fine while grabbing money from single parents.

Took out insurance last week with aami car was written off days later not our fault so payout was 12000 out of this they took 450 said service nsw might refund it I went to service nsw they said it's a pensioner rego so we didn't pay it in 1st place but aami are taking it out of claim rang them twice was transferred twice 1 hour wait worse claim I've been through plus 1065 premium for the year they kept we were insured for only 3 weeks never ever will I use them again disgusting service.

7 weeks without a car and a medical condition.
Not one reply to several messages to AAMI
Dreadful customer service.

Disgraceful customer service
Was given incorrect information not only once but twice when trying to get a problem resolved, even with the phone call recording still nothing can be done
The team and also supervisors have care or understanding

Tenancy Insurance is a scam. I’ve been waiting over 3 weeks for an assessor for a claim. Not the assessor’s fault. He was only notified last week. AAMI is by far the worst insurance company I’ve ever dealt with. Most things on a rental property are not covered. Writing on walls. Not covered. The say it’s bad house keeping. Anything could be bad housekeeping. What a joke. They don’t tell you this when you take out the cover but as soon as you call to make a claim they read it out to you. This is a scam. Their commercials are misleading the public

We are paying for 3 car insurances and 2 house insurances to AAMI and one of our car met an accident 7 weeks ago. We have been trying to contact them every single day, after holding phone call for more than an hour, we are unable to connect with any consultant.
They haven’t updated us for our car settlement progress. We are really disappointed and frustrated with AAMI’s services.
Hopefully our issue will be taken seriously and get resolved soon as it’s being hard for our family.

I am a loyal customer of AAMI with multiple policies for years. I had accidental damage whilst parked and put in the claim and paid the excess on the 10/6. My car is undrivable. Now on the 20/6 my car is still sitting outside my house with no plan of repair. Mazda could have fixed it in 2 days but as $9700 I have to wait for AAMI. Have been on hold for 2 hours today and multiple days. I have had to hire a car . Last time AAMI repaired my car it took 6 weeks whilst again Mazda could have fixed it in 2 days. It is terrible that due to relationships between insurance companies and their repairers there is no choice of repairer by the policy holder. 2 hours on hold trying to talk to the assessor and no answer. Promised I would be rung back and no calls. My emails are responded to automatically saying someone will reply and no one does. It is so stressful being in this awful limbo.

Stolen car with agreed value. Lodged claim through app. Called a few days later asking as to what I need to supply (proof of registration, police report). Supllied those things 20 minutes later. Called on day-13 to check whether there was anything outstanding - took 60 minutes to get to an operator. Was told the car had not yet been "assessed"! What is there to assess? Agreed value, car not recovered. The operator suggested she would escalate. Called on day 15 (after recovery period formally over) - this time needed to wait 90 minutes to speak to someone. Was told that car still not assessed. I needed to re-affirm the car was privately owned (why?? That detail should have been recorded from previous 2 calls). Was also asked whether I'd been offered a hire-car - after 15 days I was asked this!! On day-17 received an email suggesting that the payout had been agreed - I now just needed to supply the items already supplied in the first call (day 6 or thereabouts), and re-affirmed in call #2 and #3. Wrote back within 10 minutes suggesting that they had all items requested - haven't heard anything since. Day 21 - no car (stolen not recovered), no hire car, no payout. Clearly I'm loathe to call and wait 60-90 minutes again. The LUCKY thing is we have two more policies that we can move to someone else.

Comprehensive Cover Rating one took 1 month to get in to a repairer and then 1 month and we are still waiting to have our near new CX5 repaired, calls to find out when to collect are always unresolved - slow, pathetic and incompetent service. will be dumping AAMI for a better company. Thanks to for nothing AAMI

I have been with AAMI Insurance for my Car, Home Contents and Building for over 15 years and the one time I go to make a claim after my Car tyre was slashed/ vandalised. As expected I called AAMI, thinking I would receive the help they so publicly advertise. Well as expected of all Insurance Companies, I was let down and told their was nothing they could do to assist me. Even thought I have been a loyal customer and have full comprehensive insurance!!!! My advice don't waste your money or time with this Insurance Company!!!!

Unfortunately we had a very bad experience with aami as our car insurance. After our car was maliciously damaged and all caught on the cars dash camera system and we did lodge a claim with a police report. We repaired the car with through AAMI with genuine parts (windscreen) only to find out at the end when we submitted all the receipts for reimbursement that they were not covering the genuine windsreen (even though the car was only 1 month old and brand new) so this left us $2600 out of pocket on the windscreen, which was very disappointing and left us shattered. Also it has been nearly a year and we have still have received some of the reimbursements including our initial excess we had to pay. I have had to make so many phone calls to them to chase this up and each time spending 3-4 hours on the phone, being transferred from department to department as no one could really help me, this company was so disjointed and inefficient that left me feeling so let down that I chose not to renew my policy with them and would warn anyone looking to insure with them not to as the whole experience certainly did not leave me feeling ““lucky I was with AAMI””!!!
Don’t say you weren’t warned…

Every single time I call I get put on hold for an hour, transferred to a new department and while I’m on hold with them or as soon as I am on hold with them I get hung up on. Extremely unprofessional and the staff have no idea what they are doing

I am providing feedback about Hailey I found Hailey is very good customer service very polite and very patient and listening perfectly for any complain with a high manner.
Her empathetic approach to the customer's issue was really appreciated her communication.
skills are excellent and she can convey complex information clearly, she did a great job.
resolving the customer's issue on the first call, which helped to improve customer.
satisfaction.
Aami chosen very good customer service that’s make most of the customers sending a
Good feedback to their friends and relative.
Thanks so much Hailey.
Kind Regards
Albert Fouad