Our commitment is to always provide you with the highest standards of
service. Promises are easily made, and just as easily forgotten. At AAMI
we believe that you should only ever make promises you can keep. We are the
only insurer to make these commitments through the service promises contained
in this Charter.
At AAMI we understand that the period following a car accident can be a difficult
one. That is why our AAMI CTP Claimant Charter publicly commits us to manage and
resolve your claim as quickly as possible. We are the only insurer to make these
commitments.
1
Within five working days of receiving your fully completed CTP Personal Injury Claim Form, we will provide you with the name of the person handling your claim, your claim number and details on how we will assist you on your road to recovery.
2
We will inform you in writing with a decision on liability within eight weeks of receiving your fully completed CTP Personal Injury Claim Form.
3
We will pay for all treatment expenses approved in writing by AAMI within ten working days of receiving the original account.
4
We will post a settlement cheque, or make a deposit directly into your nominated bank account, within five working days of receiving all completed authorities to release the settlement amount.
5
On receipt of your fully completed CTP Personal Injury Claim Form
your client manager will organise:
a. For an AAMI health professional to contact you within five working days.
The health professional will liaise with you regarding your treatment and rehabilitation needs.
b. Where liability has been accepted, for an AAMI health professional to contact you
within three months of the initial call. The health professional will liaise with you
regarding the progress made with your rehabilitation and further assess your treatment and
rehabilitation needs.
6
Your client manager will contact you by telephone within seven working days of receiving your CTP Personal Injury Claim Form to explain the claims process and answer your questions.
7
Your client manager will contact you by telephone within six months of
receiving your fully completed CTP Personal Injury Claim Form to discuss potential resolution
of your claim.
8
AAMI guarantees its compliance with each of these promises. Each time we
record a breach of a CTP Claimant Charter promise we will make a $30 penalty payment into the
penalty payment fund. The penalty payment fund will be distributed annually to one or more
non-profit organisations committed to reducing road trauma or assisting injured people and their
families recover from injury.
9
AAMI endeavours to resolve all disputes quickly and fairly. To assist in this,
we maintain a free and accessible internal CTP Consumer Appeals service. Simply call us on
13 22 44 to access this service. For further details, please see our brochure What to do if
you have a problem or disagreement.
10
We will report publicly and annually regarding our compliance with this
Charter. Our report will be independently audited by a registered company auditor.
11
This Charter commenced 1 July 2007 and will be reviewed annually.
To record a comment or suggestion you can:
- Call the AAMI Customer Comment Line on 1300 360 361
- Email charter@aami.com.au
- Post your feedback to "Charter Information"
PO Box 14180
Melbourne City Mail Centre
VIC 8001
- Fax feedback to (03) 9529 1214