Special Announcements

AAMI boosts capacity to speed up cyclone damage assessments and repairs

AAMI today announced it has increased its team of assessors and repairers in a bid to speed up the recovery process for its customers affected by Tropical Cyclone Marcia.

AAMI’s assessors have been completing up to 80 home assessments every day since they were given access to homes last Tuesday. In less than a week, they have carried out more than 450 home assessments allowing for repairs to commence today.

AAMI spokesman, Reuben Aitchison, said the company was doing everything within its power to ensure customer claims were being handled as swiftly as possible.

“Residents in Central Queensland have been through a traumatic experience with many unable to return to their homes because they are uninhabitable. We want to help get them back into their homes as soon as possible and utilising our scale to ramp up capacity allows us to do that,” Mr Aitchison said.

“Additional resources will mean homes assessments should increase to more than 100 a day after which time the extent of repairs required can be determined and allocated.

“The more home assessments we complete, the more repair works we can get underway,” he said.

Mr Aitchison said AAMI would continue to work with assessors, repairers and contractors to prioritise those customers who were displaced, the elderly and the infirm.

AAMI customers can still lodge claims in person with its Customer Response Teams at the Rockhampton and Yeppoon Recovery Centres, over the phone 24 hours a day on 13 22 44 or online at www.aami.com.au.

AAMI assessors move in to cyclone ravaged homes

Insurer’s mobile claims team on the ground providing emergency funds to customers

AAMI’s cyclone recovery efforts are in full swing with its team of assessors and claims staff on the ground in Rockhampton and Yeppoon helping affected customers get back on their feet.

AAMI spokesman, Reuben Aitchison, said: “AAMI assessors have begun assessing damaged homes – a crucial step in the recovery process.”

“This means approving the claim, assessing the level of damage to the home, determining the required scope of works and allocating tradespeople to repair or rebuild the home."

Mr Aitchison said: “The goal is to ensure customers get back into their homes as quickly and as safely as possible. We do not want customers left stranded in temporary accommodation for any longer than absolutely necessary.”

“We have a registered panel of Queensland builders and suppliers who meet our strict quality standards for insurance work. This is complemented by a commitment to use further local panel repairers and suppliers where practical, and our policy for all repairers to seek to hire local tradespeople,” he said.

Mr Aitchison said AAMI was well prepared to handle the aftermath left from Tropical Cyclone Marcia.

“We understand that these are very challenging times for many residents so it’s vital that we use our scale and every possible resource to meet the needs of affected customers as quickly as possible.”

“In addition to assessors going out to customer homes, we also have two dedicated Customer Response Teams on the ground in the Rockhampton and Yeppoon Recovery Centres.

“These are fully self-sufficient mobile claims offices where customers can lodge their claims in person, access pre-paid debit cards with emergency funds and arrange temporary accommodation if required.”

“We have a long history of being there for Queensland residents when natural disasters strike. We were here when Cyclone Yasi hit in 2011, we are here in 2015 for Tropical Cyclone Marcia and we will continue to be here for our customers,” Mr Aitchison said.

AAMI customers can lodge claims in person with Customer Response Teams at the Rockhampton and Yeppoon Recovery Centres, over the phone 24 hours a day on 13 22 44 or online at www.aami.com.au.


AAMI Customer Response Teams on the ground in Yeppoon and Rockhampton

AAMI’s Customer Response Teams are now operational in Yeppoon and Rockhampton ready to help customers affected by Tropical Cyclone Marcia.

The Customer Response Teams are fully self-sufficient mobile insurance claims offices which allow customers to lodge claims in person.

AAMI spokesman, Reuben Aitchison, said: “Having our Customer Response Team and claims staff on the ground in affected areas allows customers to commence the claim process even if they are still without power or telecommunications. We can also provide pre-paid debit cards with emergency payments to cover immediate expenses and help with temporary accommodation arrangements if required.”

From the 23 February 2015, AAMI Customer Response Teams will be located at:

  • Yeppoon Recovery Centre: Yeppoon Town Hall, 25 Normanby Street, Yeppoon
  • Rockhampton Recovery Centre: Walter Reid Cultural Centre, Cnr Derby St & East Street, Rockhampton.

Customers can still lodge a claim by calling 13 22 44 or online at www.aami.com.au.


Important information for AAMI customers affected by Severe Tropical Cyclone Marcia in Central and Southeast Queensland.

AAMI assessors ready to deploy following Tropical Cyclone Marcia.

AAMI today announced it was ready to deploy its team of insurance assessors across central and south east Queensland as recovery efforts began following Tropical Cyclone Marcia.

AAMI spokeswoman, Reuben Aitchison, said: “Our initial assessment is a combination of destructive winds, fallen trees, flying debris and flooding have caused the majority of damage to homes and motor vehicles in impacted areas.

“We’ll be deploying a team of our most experienced insurance assessors once authorities give us the all clear. Our team will give us a much better indication of the scale of the damage and we have called on additional resources from around the country to finish those assessments.”

Mr Aitchison said it was still too early to estimate the cost and scale of the damage because many customers were yet to lodge claims.

“We know the thought of dealing with property or vehicle damage can be daunting, but we encourage all affected customers to notify us of any damage as soon as possible so that we can get the claims process underway and provide immediate support,” he said.

“This is especially important for those who will require emergency make safe works to secure their home and prevent any further damage. Based on requests made, we have already allocated more than 250 make safe works in the Yeppoon-Rockhampton area alone. We have tradespeople on standby to undertake any further emergency work.

“We are also able to provide emergency funds to affected customers and arrange temporary accommodation where required”, Mr Aitchison said.

For customers returning home to assess the damage, AAMI has provided some tips that can help to speed up the claims process:

  • If home windows have been broken, do your best to keep the area dry and as ventilated as possible. This will help to avoid the quick build up of mould.
  • Get your wet contents out of the room/area – and make a list of damaged items. You can group smaller/similar items together.
  • Where possible, take photos of your damaged belongings (and the damage to your property or vehicle), and make a note of brand names and model numbers for electrical items.
  • Speak to your insurer before authorising any repairs. Emergency repairs should only be undertaken in the first instance to make the property safe.

If you’re an AAMI home, landlord or motor vehicle insurance customer and have been affected by the recent weather events we are here to help you.

You can call us to lodge your claim any time, day or night on 13 22 44 or you can lodge a claim online by clicking here. Due to the recent weather events our call centre may be experiencing high call volumes. Please be assured that our staff are working hard to answer your calls as quickly as possible. As there may be a delay in answering your call, for minor claims you may wish to wait a few days before calling, to allow some of the more urgent claims to be processed. We thank you for your patience at this time. 

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