"AAMI believes that when we do right by our customers, all else follows."

Competitive insurance premiums
AAMI's role in managing the repair process on behalf of our customers, including obtaining two quotations for the repair of our customers' cars, enables us to provide more competitive premiums for our customers, as well as ensure high-quality repairs that are guaranteed for the life of the vehicle, even if it is sold.

Even people who are not AAMI customers benefit from the competitive pressure we place on other insurers to manage their claims costs and deliver competitive premiums, thereby improving the affordability of insurance generally.

According to recent independent study, AAMI is Australia's most price competitive car insurer. The study found that the average price difference between the lowest and highest quotation for premiums was 43 per cent. The average price difference between lowest and second lowest quotation was 14 per cent (source: JP Morgan Asia Pacific Equity Research Motor Insurance Industry Patterns in Pricing report, 15 July 2004).

AAMI's approach to managing its customers' claims has been positively received by customers. During the past three years, AAMI has consistently achieved high levels of satisfaction among customers who claim on their car and home insurance. Nearly 100 per cent say they will renew their policy with AAMI and recommend AAMI to their friends and family (source: Sweeney Research).

AAMI Interpreter Service
AAMI provides a free and accessible Internal Telephone Interpreter Service in almost 30 languages, in order to assist people of non-English speaking backgrounds in using our services. The language skills of the AAMI people who provide the interpreting service are independently assessed and staff who interpret claims-related discussions are qualified to the highest level (level 3).

AAMI Customer Charter
The AAMI Customer Charter (introduced 1996) has set the tone of AAMI's customer focus and sense of being accountable to customers. Based around our customers' perceptions of customer service, it clearly outlines both the standards required of AAMI staff and the expectations that customers may have of AAMI.

AAMI Customer Charter Annual Report
In the AAMI Customer Charter Annual Report, we publish the results of our internal and external claims dispute resolutions. Currently the only insurer to place its dispute figures in the public domain, AAMI has publicly called on other insurers to do the same.

No reliance on duty of disclosure
Unlike other insurers, AAMI does not rely upon the general insurance duty of disclosure. Under current law, it is the customer's duty to disclose to the insurer every matter they know, or could reasonably be expected to know, that would be relevant to our decision to insure them. This requires customers to know and disclose possible risks about their situation, even if they are unforseen events. Instead, we rely upon customers' responses to specific questions in deciding whether or not to offer them insurance, which provides customers with greater certainty.