AAMI Reviews 325

After several decades I’m out. Two months before could even be seen by their service centre

I have been loyal AMMI home insurance customer for 20 years. In this time I have never claimed anything. Yet, this year my insurance went up from $3100 to $4800!! their explanation was that lots of other people have claimed and so everyone's insurance has gone up. I went to both Budget Direct and Youi who both quoted $2000 less than AMMI for the exact coverage of our home and contents - no difference. The help I received from both Budget Direct and Youi when I phoned was also far superior to the help I received from AMMI as a 20 year customer. I told AMMI the other prices I had received and they didn't care. I told them I would be going else where - again no care.
Please ensure you shop around as AMMI is ripping you off. I ended up getting the same coverage for $2700 - less than last year's AMMI price.

The whole claim process was lengthy and very difficult. Continued to pass me around between department with no handover. Said they were writing file notes but I had to start at the beginning each time. They failed to cancel my policy when my car was a total loss and continued to charge me for insurance. When I tried to get a refund I was transferred 6 times, put on hold for an hour and then hung up on. They don't call you back and say sorry, you have to call back and go through the process again. Never using them again.

I am extremely disappointed with AAMI’s handling of my recent claim. Their claims process has been riddled with inaccuracies, unfair determinations, and a complete disregard for the evidence I provided.

The incident occurred on **December 9th**, yet AAMI incorrectly recorded it as the 10th, despite me reporting it the same day. I provided **a police reference, a detailed account, repair receipts, photographs, and even video evidence** proving that the other driver was at fault. However, AAMI **wrongfully held me responsible** and demanded an $850 excess payment.

Key facts that AAMI ignored:
- The **other driver fled the scene** without providing insurance or contact details—an offense under Australian law.
- I had the **right of way** while merging, and the other driver was speeding.
- I even submitted video evidence of the other driver **inspecting their vehicle, displaying aggressive behavior, and fleeing**—yet AAMI still sided against me.

Despite their **assurances that I would be reimbursed** for my repair costs after submitting all required documentation, AAMI has failed to honor this. Their handling of the claim raises serious concerns about **bias and incompetence.**

I urge anyone considering AAMI to think twice before trusting them with your insurance needs. Their **unfair assessments and refusal to acknowledge clear evidence** have left me feeling deceived and frustrated. If you value **fairness and reliability**, look elsewhere!

I submitted a claim for reimbursement for repair in November 2024. After no communication I contacted AAMI by phone as they would not answer emails. I was told on 4 occasions that my claim had been approved and the consultant would expedite payment. On 11/2/25 I was promised the refund would be in my bank within 48 hours. Today I was informed that the claim has been rejected. Why??? I don't think I'm "Lucky you're with AAMI"

DO NOT use AAI even if they offer the cheapest policies.

They will only collect your money and not even listen to your claim.

Claims Manager Caitlyn is an absolute monster and partially deaf to anything that relates to your claim. Incompetent and stupid.

Complaints process is a joke.

Make sure you take every claim to AFCA and make them pay!

I have been with Aami for over 10 years, my home was broken in to when I was away for two days. I’d just moved house and changed my policy over on the Sunday I returned Monday night and saw my door kicked in and lots of things taken including my tv kicked in. Aami refused to cover it as I couldn’t prove it didn’t happen on the Monday so I lost over $10,000 worth of property, Aami are disgusting

They never made contact regarding a car claim, when I finally contacted them they informed me a decision had been made two weeks prior. Told me my car was a write off yet I found my car for sale by a salvage company with it listed as no write off record which either AAMI lied to me or has deliberately not put the car into the write off record, wither feels highly illegal. They are a part of Suncorp so wont be using either insurance companies ever again.

They are a bunch of thieves , take your money for nothing

Absolutely zilch service. Claim for broken roof pending and the temporary cover they provided is totally inadequate with water pouring in every time it rains. They won't answer the phone, customer relations put you on hold then tell you they cannot take a call and disconnect you. Managed to get an answer through Suncorp's "Bangladesh" call centre who proceeded to pass me from one call centre to another ending up back to the phone that answers and then hangs up on you. Absolutely woeful. This ripoff type of service should be illegal. And as per a previous review, please add all the missing expletives (if you have enough of them)

We have a not at fault claim in with AAMI, we are almost at 3 months and the claim has not been approved. They advised us it had been approved and when we contacted the repairer they said AAMI had picked the car up that day. Where is the car? Why was it picked up by AAMI from the approved repairer without advising us? Why won't AAMI respond to emails? Why can't their staff tell you where they are at with your claim? The car is less than a year old. To fix the car they will need to order parts, I am guessing if they ever get around to assessing the car and approving the claim it will take another month at least to repair the car. Looks like it will be 4 to 6 months, something which should have been done within a month. Beyond disappointing. We are now going to have to go legal which will cost us money to have AAMI move forward with the claim. Advertising Lucky Your With AAMI what a joke.

Destroyed my lifeIf I could give a negative star review I would. In fact if I could have them charged with theft and fraud I would. My experience with AAMI was so awful, I’d put it as second only, to the death of my Dad, for traumatic and stressful life situations. After being a loyal customer for over 30 years, my stationary car was hit from behind by another car at high speed and deemed their fault. AAMI took 8 weeks to sort it out. During which time they fleeced me of money at every opportunity, they wrote off my car (which they will resell), they took the rego refund, the payout was a pittance which left me $12k out of pocket and with a used car, 3 years older than mine. They refused to acknowledge factors which made my car worth more than they were offering. They took my car from where I dropped it off for repair to the other side of the city without my consent or knowledge and then demanded I take a day off work to collect my belongings after they wrote it off. If I wanted to make contact during any of this I needed to either email and wait a week for a response or call the overseas based call centre explain the whole situation every time and wait days for a call back. I feel violated, depressed and cynical because of their absolute contempt for me, and their lack of empathy and just restitution. This company - SUNCORP, is basically a legally operating criminal outfit, working for Satan. No moral compass at all. I’d rather take my chances with the actual bikies. Ignore this review at your own peril. **Please insert the crudest swear words you know at every relevant point

I had to make a claim for the windscreen that was broken by a branch in a windy day. Since the car has the electronic gadgets for road assist alignment and other ones, I've asked AAMI to get the windscreen replaced by Volkswagen, their answer was no. Volkswagen also non trustable provided me a quote for the replacement of about $2500 as cost for the windscreen replacement, they provided an original windscreen and calibration of the electronics. AAMI settle the cost of repair for $950 and after several calls, they increased $200 more, then I had to pay a difference of about $1350, which is very unfair, I will not insure my car with AAMI any longer after more than 28 years. It seems that there are better car insurance companies that offer the choice to select the repairer.

If I could give it a 0 star I would.
Someone smashed my car's backwindow. After paying a huge excess it turns out AAMI's preferred repairer can't repair the car for 2 weeks. Who can not have their car for two weeks while waiting for the rear windscreen to be fixed? When I called them to find out an alternative repairer, they told me it was my problem and I would have to wait. I asked if they would provide a rental car, under comprehensive cover, they said not for a smashed windscreen. AAMI is TERRIBLE and not worth the premiums.

Why do they have to use Philippines customer service agents who are near impossible to understand?

I am sure they are competent people but why not use native English speakers rather than people who have a mid Pacific US accent that I cannot understand (and vice-versa)

The worst decision I ever made, I’ve took the income protection policy for $7500 benefit, and when it come down to actually making the claim when ive broke two of my legs I’ve realised that is so difficult to active activate your benefit that is almost impossible the amount of information they requesting is obscene is investing my privacy and I’m not confident with sharing all this information with a insurance company. I have call them to make the claim and they said ok we will send you email now with some information so when I’ve opened the email there was I almost dropped on the floor seen pdf file with 20 pages to fill out by me doctors, specialists , my tax returns by company income loss statements ect ect.that so they can assess if they will pay my benefit and also calculate how much they will pay. So be aware if you think that you insured your self for x amount there is a big chance you want get the expected amount. Honestly they made this impossible to complete, I’ve send the doctor section to the hospital and no one cared to fill out as that’s not their problem.

The worst insurer ever and the way that treat customers, I’ve made inertial contact and no one contacted me for 6 weeks now since, at this stage I’m not able to provide any of the information they requesting so I don’t know what to do as I’m not able to travel around city with two broken legs getting some form filled and then getting all sign by JP, potentially need to just cancel the policy.

absolutely horrible experience. They didn't even pick up the car for 10 days. It was picked up on 10th day because i kept on calling them and asking them to pick up the car for assessment. It has been almost a month since Kangaroo jumped in front of car but it has not even been assessed. No care. I have already paid excess and insurance but no movement from them

This is a VERY different AAMI to the company I have supported for 21 years. Every call used to be answered by a person. No longer and for quite some time.

Despite a claim free record and no change of address the premium on my daughter's car went up 41.7% in two years between November 2022 and November 2024. And this considerable increase has sadly been accompanied by poor customer service.

Definitely avoid AAMI, had an incident that was only $800.00 and premium was $1500! Told them I’d pay after escalation because they would not pay for a power line that came down on the car outside a tavern. (RACwould) RAC don’t insure our vehicle hence AAMI! (LDV deliver 9) They Kept emailing me to pay the $1500 excess and after multiple emails to say I wasn’t going to pay more than the $800 to fix it. RAC would have covered it no problem! We paid for it ourselves. Definitely avoid if you can!

My building and home and content was increased almost $800; my husband rang and said it was rolled over financial year. Ridiculous 30% increase in a year. I am reporting you!!!!