AAMI Reviews 323

Worst ever no staff abusive languages

They are the worst costumer service i have ever experienced. We are a loyal customer of aami but when customer service is needed. They are the worst! They are automatically charging another insurance for a car that already have insurance. And when i asked for a refund. They will jot give it and take your money even you did not apply for that insurance. They are very slow. All that they care for is to secure your insurance and get your money. But when the other way around… they will make sure that you just give up on that money claim.

I had a really terrible experience with Amy. They have no idea how to deal with customers. You’d be left waiting on the phone for hours, and in the end, nothing would change. They wanted four months just to fix one car, and in the meantime, I had to drive a really unsafe car. Overall, it was a very bad experience and I wouldn’t recommend them at all.

They are very slow. Waiting for months to process the claim. Excessive documentation. There's ultimate goal is, how to avoid claim finding various reasons.

Not told at the time of taking out landlords insurance that rent default was not automatically covered. It’s only an extra $58 on a $300 odd policy so I’m pretty sure I would have taken it if I knew. Only learned of this when trying to claim.

Terrible Experience with AAMI and RACV – Avoid if You Can

Over the last 2 years, I’ve had terrible experiences with both AAMI and RACV.
AAMI returned my car twice with serious issues still unfixed after an accident – I had to spend over $4,000 out of pocket to make the car roadworthy again, despite paying $3,200 in premiums.
RACV was even worse – rude, unresponsive, biased, and dismissive during a write-off claim. After 6 months, still no resolution.
Absolutely unacceptable service. I’ve filed a complaint with AFCA and will never use them again.

Our current experience when making a claim has been pathetic to say the least. No feedback on the claim and blindly opting to put accident fault on us despite overwhelming evidence to the contrary. They simply wanted us to pay the excess and move on to our vehicle and the offending driver’s vehicle with minimal fuss. Some observations that we have made in the process. This organisation advertises heavily and is after customers to take up relatively cheaper insurance than the rest of the market so they are an attractive option. They then play the numbers game and invest your premiums and excess to generate further cash revenue. They offshore their claims and support staff to cut costs. It is cheaper for them to take the money and exit the vehicles without spending time, effort, and money on a process to determine who is at fault. Hence why “no claim” bonusses have disappeared.

As for customer service it is appalling and symptomatic of offshore operations where the KPI’s are very simple and minimalistic and language difficulties become the norm. Every time we called to discuss our claim or ask for evidence of their assessment we would be placed on wait for more than 2 and half hours! Despite requests for understanding what they did with the evidence we provided including CCTV footage and how they came to the incorrect conclusion we were at fault we have not received a reply. They don’t care about their own customers.

Now in our case we have learned that the other driver is not insured but instead has engaged a legal representative to chase us up and AAMI. We suspect that this person has learnt in the past how the system works and that it is cheaper to use legal norms rather an insurance company to cover repairs in the event of vehicle damage. Get the legal norm to chase us up and intimidate us to pay the excess and then hassle the insurance company. This is how the racket works!

Not worth the time of day. Car has storm damage and their “experts” say otherwise. You’re better off with no insurance than waste your time and money with these “experts”. Typical cheap shit insurance though, you get what you pay for

I had the worst experience ever with AAMI Insurance while trying to make a claim. Their customer service was absolutely terrible, and the entire claims process was frustrating and unhelpful from start to finish.

Despite paying my premiums on time, they refused to cover accidental damage that would normally be covered by other insurance companies I’ve dealt with in the past. It felt like they were happy to take my money, but when I needed their support, they completely failed me.

Their policy terms are confusing, and the way they handled my case showed a clear lack of empathy or genuine customer care. I would strongly advise others to reconsider before choosing AAMI — there are far better insurers out there who actually stand by their customers when it matters.

horrible customer service, not helping at all. disgusting service

Hi this is (haiedn shlio )I have been waiting for 8months to find a result for my car because i did accident on October till now they still letting me to wait for stupidly excuses once u dont pay for monthly they call for payment but when u do accident they will not going to call u its the worst company i have ever seen do not trust anything they will say to u as promises i ask about that company around they always saying that to all customers about trust and they just like to send people to your house to take information about how accident happened its like they care of what is happening but they actually dont till now they are refusing to give me my money back or to fix my car i called my lowyer and i told him what is happening on me and I showed him all the information how they are trying to still money from people its unbelievable that u can trust any company those days so be careful guys where u covering your car and always try as u can to return your money back the worst company i have ever seen for my entire life i have alot of pictures for my car the time of accident if anyone will not going to believe me send a massage to me and i will improve how i got all evidence for my car do not trust promises and I’ve made the first interview took me about 1.5 hour and they keep telling me not enough information and they asked me for another interview and I’ve made 3 interviews each one1.5 hour in total 4.5 hours and the worst thing is they told me that they don’t have the full information after all that I waited for 8 months and they cancelled my claim for what I’m paying the bills for the insurance to cancel my claim or when I get accident I get my car fixed??? And by the way the accident wasn’t my fault was the other guy fault and they investigate with me and cancel my claim and they even didn’t investigate with him and they paid him the full amount for the other guy the worst company ever seen

Wow, it's the first time I've claimed in 11 years after hitting a kangaroo, and I don't get to choose the repairer. I was advised they send me to their Premium repairer. I was sent a link to film and take photos of the damage. When I went to pick up my car, not all of the damage was repaired. They glued my mirror back on rather than replace it. Apparently the assessors go out there and say repair this leave that. I refused to accept the car unless all damage was repaired. The nightmare begins

I've never had a worse customer service experience. Very bad service. They hired a man who doesn't even speak English properly (a man sounds very Indian, don’t know his name, didnot mention), and during our talk, I couldn't understand a word he was saying. He was also incredibly unhelpful, acting as though he was not sure what he was doing. It is really unprofessional and keeps forwarding calls to other departments. Just to speak with the proper person, I have waited for hours.

Absolutly horrible car got side swiped by car trailer took to weeks to tow car to gatton n all thats stuffed is front bar assessed car said woukd fix it four days later a day later thr assessor put claim on hold for to weeks all over my front bumper being fibreglass and cant warrant it so after the to weeks wanted to cash settle me but i needed the hire car so assessor said hell cash settle me bumper since cant warrant the bar and approved a amount of 2900 to fix the side panel that got scuffed then a day later said not fixing it cause its fibreglass n wanna cash settle me towed car bak week after took carto private repairer in town n hell av car fixed in a week as only needs new bumper u bought the nrw headlights to suit front bar n a new vx clubby bar paying privatly and waiting to gwt cash settlef n paid bak for repairs which is only about 3500 n im insured for 6k also took numerous attempts during claim to contact the assessor handling it took 3 weeks to reach him now after iv foubd a repairer csnt contact him again worst soon as cars fixed im going elsewhere aamii dont care about there customers id rate them a 0 never again

AAMI have the absolute worst, most incompetent claims handling people I've ever dealt with - completely infuriating. They also use their own network of repairers (who they own) who are equally bad, with rude customer service. Avoid AAMI at all costs!!

3.5 months later still haven’t assessed our simple claim resulting in us living in Melbourne in winter without proper heating.

All they do well is marketing. It is not a good experience as a customer. From incompetent systems and call centre staff, to shonky repairers and their annual loyalty bonus being a decreased car value but increased premium, above what they charge new customers!

Currently on hold with staff that cannot tell me why I need to stay and hold and keep disconnecting the call and calling me back for what i can only ascertain is something to do with making their performance metrics look better….

Don’t even bother trying to use the app/chat bot - it’s even worse.

I am currently with AAMI. I have been a customer with comprehensive car insurance with them for over a decade. I made my first claim when someone ran into the back of me for the first time recently and it was horrendous from start to finish.

Initially I made my claim online. I was subsequently contacted and told everything was in order and to book my car insurance for assessment and to be fixed so I did so. My car was damaged but drivable and only the cosmetics were damaged.

AAMI policy dictates that if you are not at fault and the car needs repairs then they will book in a hire car. I attempted to do this after the AAMI rep booked my car insurance with for assessment.

I was told that even though I had the details required of the other party, because AAMI couldn't get in contact with them then they would not waive the excess and would not organise a hire car. If this was the case- why did they organise to book in my car for assessment and fixing? The repair mechanic took my car and did not provide an estimate of how long the repairs would take.

The inefficiency of AAMI left me without a car. Had I known there was going to be an issue I never would have put the car in for fixing the damage so soon as I need a vehicle for work.

I called AAMI, was on the phone for an hour and 30 minutes and went through 2 reps who didn't listen to the managerial issue they created and just read from a script. I was put on hold to speak to a manager. Eventually a third rep answered the phone who had no idea about my issue and just picked up the call because I had been on hold for so long… So the rep prior clearly did not escalate the issue to a manager like they said and just left me on hold to hang up.

After explaining the situation to this third rep, the excess was waved and a hire car was organised.

I had this hire car booked for use until 18/06 initially. The car was fixed on 10/06 and ready for collection. AAMI Did not consult me about dropping off the hire car earlier than agreed upon and changed it themselves. They gave me a day to drop the hire car back off during work hours and pick up my car at the repairers. My job does not allow me to simply leave work for personal errands so I lost a whole day’s pay because of the poor organisation. But I sucked it up and got it done because you do that as an adult.

AFTER I got home from dropping off the hire car, I received a text message from AAMI stating they had extended the hire date until 12/06. I was pretty annoyed at this point.

I attempted to leave feedback via their emails sent to me, because to be honest it was a pretty poorly organised experience. But as soon as AAMI closed the claim (they make sure to do it ASAP) you can’t leave feedback anymore and the link mysteriously “expires”

I called them and waited on hold for another 30 mins to request another link be sent to me to provide feedback. I was told thats not possible because its an automated link.
I purposely waited until I got my car back to leave feedback because I didn’t want the negative feedback to cause issues. I believe thats why AAMI ensure the link expires when the claim is completed on their end.

They don’t even deserve 1 star a really really realllyyyyyyy worst service what a bad and fraud company i’m gonna sue that company gave faulty rental car took 4 months for 1 minor car scratch and their rental car met with an accident because of their negligence, overdue car service its a matter of life and death guys just don’t go for AAMI insurance, worst experience ever. Big big no

Aami does not provide the insurance product it takes the premium for.
If you have a claim you are in trouble.
A tree fell on my house. The gazebo took the brunt of the damage with a small amount of damage to the roof.
Aami appointed a builder who took 6 months to get the building permit and another 2 months to finish the work.
This whole job should have taken less than 4 months total.

I had a tarp on my roof for 8 months and had to step over and around the broken gazebo for 7 months.
I was unable to use the air conditioning over a hot summer and was concerned as we were entering winter and i was unable to use my heating system.

Many calls and messages to Aami were ignored.
The Aami team were UTTERLY USELESS in resolving the repairs to my house in anything approaching a timely manner.
The Aami staff did NOTHING to move forward the repair to my house.
I believe Aami deliberately delayed repairing my property.
I had to chase up the builder myself.
Aami ignored issues with the builder e.g. builder giving updates claiming work had been done when it had not.

Nobody managed the claim at Aami or the builder.
The repair work was done by different workers who phoned up at the last minute to tell you when they were coming.
I had to take significant amounts of time working from home, at very short/no notice, to accommodate the work.
Aami did not supply referral to ombudsman when requested. Several times. In writing.

The work to repair my house was straightforward.
I estimate the actual work done was the equivalent of two workers for one week.
Dealing with aami and what was actually a straightforward repair was traumatic.

Avoid Aami.
if you are unlucky enough to have a claim your bad luck has only just begun.