Dispute Resolution For Repairers

AAMI recognises that from time to time issues of dispute may arise in your dealings with us. In the first instance these issues should be raised with your local Assessing Supervisor or CSC Manager. In most cases these issues can be resolved at the local level, but should this not be possible, the following procedures have been put in place to assist you.

1. Disputes Arising Prior To The Completion Of Repairs - Two Day Process

In order to minimise delays in having customers' cars repaired, a two-day dispute resolution process will address any disputes that arise prior to the completion of repairs. In most cases it would be expected these disputes will be resolved at the local level, or under the terms of Repair Guarantees & Responsibilities.

Minor disagreements relating to the amount to be paid for repairs, or differences of opinion as to the preferred repair method, other than those described below, need to be handled through negotiation with the assessor, and if necessary the Assessing Supervisor. Such disputes should be dealt with at a local level on a case-by-case basis.

Repair Method Disputes

Disputes over repair method relating to the safety, structural integrity, presentation and utility of the vehicle can be raised through internal dispute resolution by contacting AAMI's Consumer Appeals Service. The issue, in the first instance, needs to be raised with your local Assessing Supervisor or CSC Manager.

When advising our Consumer Appeals Service of a dispute you will be required to provide full details of the dispute, together with supporting evidence to substantiate your position. A determination on the dispute will be made within two business days.

AAMI agrees to be bound by the determination of the Consumer Appeals Service. However should you disagree with the determination you retain the right to refuse to carry out repairs, and under those circumstances AAMI retains the right to have the vehicle repaired by another repairer. No further dispute resolution exists for such disputes.

Other Disputes

Where a dispute, other than described above, occurs prior to the completion of repairs, this can also be raised through internal dispute resolution by contacting AAMI's Consumer Appeals Service. The issue should initially be raised with your local Assessing Supervisor or CSC Manager.

A determination will be made within two days however in such cases if you disagree with the determination you may raise the matter under the External Dispute Resolution procedures of the Motor Vehicle Insurance and Repair Industry Code of Conduct.
 

2. Dispute Resolution - After Completion of Repairs - 15 day process



Where a dispute arises after the completion of repairs, and you feel that AAMI has not acted in accordance with our contractual arrangements with you, or the provisions of the Motor Vehicle Insurance and Repair Industry Code of Conduct, you may raise this dispute with AAMI's Consumer Appeals Service. You will be required to provide full details of the dispute and your concern with AAMI's conduct.

AAMI will respond within five business days, and will endeavour to conclude the dispute resolution process within a further ten business days, having taken into account all relevant details in arriving at a determination.

AAMI agrees to be bound by the determination of the Consumer Appeals Service. However, should you disagree with the determination you may raise the matter under the External Dispute Resolution procedures of the Motor Vehicle Insurance and Repair Industry Code of Conduct.

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