AAMI Customer Charter 2013

The AAMI Customer Charter, first introduced in 1996, encompasses AAMI's commitment to always provide its customers with the highest standards of customer service.

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. The Charter has been recognised for its integrated delivery of business process development, top class customer service and the protection of consumer rights.
 

Accessibility:

1
We will be available 24 hours a day, seven days a week. Simply call us on 13 22 44.

Personal Information:

2
We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.

Car Claims Service Guarantees:

3
The quality of workmanship and the materials authorised by AAMI in the repair of your car will be guaranteed for the life of the car.
4
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 assessment centre
  • make all the necessary repair arrangements for you.

Home Claims Service Guarantees:

5
When the home you permanently live in is damaged by an event covered under your Home Building Insurance Policy, and we agree it is unlivable, we will:

  • arrange emergency accommodation for you and your family
  • arrange funds as an advance against your settlement, if required
  • provide up to three trauma counselling sessions for you and your family, if required.
6
If your contents are stolen from your home, we will contact you during the course of the claim to keep you informed.
7
The quality of workmanship and the materials used in any repair or rebuilding of your home or contents that we arrange and authorise will be guaranteed for the life of the property.

Dispute Resolution:

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AAMI endeavours to resolve all disputes quickly and fairly. To assist in this, we maintain a free and accessible internal dispute resolution process. To use this service, call us on 13 22 44. For further details, please click here or download a copy of our brochure titled What to do if you don't agree with our decision.

Our Commitment:

The AAMI Charter 2013 commences on 1 January 2013 and only applies to policies (including renewals) commencing on or before 31 December 2012, as the majority of the Charter promises are now embedded in our latest Product Disclosure Statements. This Charter does not cover Business, Compulsory Third Party or any Life insurance products sold by AAMI.

We’re committed to our customers and striving to meet and exceed our Customer Charter promises. We regularly review our performance and commit to adherence to the Customer Charter with a contribution to the Suncorp Group's Brighter Futures Community Giving program which we will report on. You can read about our Brighter Futures Community Giving program at www.suncorpgroupbrighterfutures.com.au

 

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