Customer Charter
The AAMI Customer Charter, first introduced in 1996, makes 21 promises encompassing AAMI's commitment to always provide its customers with the highest standards of customer service. Failure to deliver on any of these promises results in a penalty payment.
In becoming an integral part of the company's operation, the AAMI Customer Charter has developed a position and reputation of its own. Since its inception, it has attracted widespread local and international acclaim.
AAMI has a customer base of over 3 million
car insurance and
home insurance policies, over 300,000 insurance claims in the year and millions of incoming telephone calls. In the ten years since its inception, the AAMI Customer Charter has become an international benchmark. The Charter has been recognised for its integrated delivery of business process development, top class customer service and the protection of consumer rights.
1
We will be on call 24 hours a day, seven days a week and at all times we will have a decision-maker available to respond to your needs. Simply call us on 13 22 44 (please remember timed charges apply from mobile phones).
2
We will provide our documentation in plain language.
3
We will respond in detail, by phone or in writing, to all written customer enquiries within five working days.
4
We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.
5
We will not give your personal information to any other organisation for their marketing purposes.
6
We will, with your help, keep your personal information accurate, complete and up to date. We guarantee to correct any error we make on your renewal notice that you bring to our attention.
7
You have the right to inspect the personal information we hold about you, subject to some exceptions relating to information given in confidence and claims investigations. Please ask for our brochure
AAMI and Your Personal Information.
8
When we recommend our Valet Service for your car claim, for no extra cost we will:
- Pay for your taxi to home or work after you deliver your car to our nearest Customer Service Centre
- Make all the necessary repair arrangements for you
- Nominate a person who will keep you fully informed of the progress of those repairs
- Pay for your return taxi fare to collect your repaired car
- Contact you within five working days of you collecting your repaired car, to ensure you are satisfied with its repair.
9
All AAMI Motor Vehicle Assessors will be qualified motor vehicle repair tradespeople.
10
The quality of workmanship and the materials authorised in the repair of your car will be guaranteed for the life of the car.
11
Within three working days of agreeing to settle your motor vehicle total loss, we will post a cheque for the agreed amount or deposit it directly into your nominated bank account.
12
If your contents are stolen from your home, we will contact you by telephone:
- The next working day after lodging your claim to confirm the next steps in the process
- During the course of the claim to keep you informed
- To make a final contact to confirm your satisfaction with the repair or replacement
13
When the home you permanently live in is damaged by an event covered under your Home Building Insurance Policy, and we agree it is unliveable, we will:
- Arrange emergency accommodation for you and your family within three hours
- Contact you within 24 hours to confirm the next steps
- Arrange funds as an advance against your settlement, if required
- Provide up to three trauma-counselling sessions for you and your family, if required
14
The quality of workmanship and the materials used in any repair or rebuilding of your home and contents that we arrange and authorise will be guaranteed for the life of the property
15
We will reward long-term claim-free driving by giving eligible policyholders a Maximum No Claim Bonus Rating for life. For a full explanation, please see the
AAMI Comprehensive Car Insurance Policy booklet.
16
AAMI endeavours to resolve all disputes quickly and fairly. To assist in this, we maintain a free and accessible internal consumer appeals service. To use this service, simply call us on 13 22 44. For further details, please see our brochure
What to do if you don’t agree with our decision.
17
We will report on our performance against measures of our commitment to open and honest business practices.
18
AAMI will continue to reduce waste and conserve natural resources. In Charter year 2007-2008, we will:
- Maximise recycling of paper and cardboard ensuring less than 20% of waste sent to landfill is comprised of these materials
- Offset our fleet car emissions by subscribing to a national tree planting program
19
We will report publicly and annually regarding our compliance with this Charter. A registered company auditor will independently audit our report.
20
This Charter commenced on July 1 2007 and will be reviewed annually.
21
You have the right to request a $30 penalty payment whenever you believe we have failed to meet any of the promises numbered 1–16 outlined in this Charter. If we fail to meet promise 18, we will donate $25,000 to a not-for-profit organisation directed at environmental activities.
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