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AAMI Customer Charter 2012

 

The AAMI Customer Charter, first introduced in 1996, makes 11 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 sixteen 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.
 

 

Accessibility:

1
We will be available 24 hours a day, seven days a week. Simply call us on 13 22 44.
2
We will at all times have a decision maker available to respond to your needs.
3
We will respond in detail, by phone or in writing, to all written customer enquiries within five working days.
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Personal Information:

4
We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.
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Motor Vehicle Claims Service Guarantees:

5
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.
6
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
  • keep you 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.
7
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.
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Home Claims Service Guarantees:

8
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.
9
If your contents are stolen from your home, we will contact you:

  • the next working day after you have lodged your claim to confirm the next steps in the process
  • during the course of the claim to keep you informed
  • to confirm your satisfaction with the repair or replacement.
10
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
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Dispute Resolution:

11
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.
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Our Commitment:

The AAMI Charter 2012 is in force from January 1 2012 to December 31 2012.

You have the right to request a $30 payment whenever you believe we have failed to meet any of the promises numbered 1 to 11 in this Charter.

We’re committed to keeping the promises we’ve made in this Customer Charter, and will review them annually.

This Charter does not cover AAMI’s Business, Compulsory Third Party(CTP) or any Life insurance products.

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