What is the repairs process at AAMI?
Here at AAMI, we take pride in making insurance claims as simple as we can. That’s why, where possible, we take care of the quote and repair process using our network of preferred repairers — so you can sit back, relax, and let us handle things.
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So you've had an incident and you've decided to lodge a claim.
First off, we're sorry to hear about that. Car accidents are no fun.
The good news is that AAMI will manage the repair process through our trusted repair network.
The process is designed to make repairing or replacing your car as stress-free as possible.
AAMI also offer a lifetime guarantee on all authorised repairs and this stays with your car even if you choose to sell it.
Let's guide you through the AAMI assessment and repair process starting with how to make a claim, finding you options for repairs for cars that can be driven, what to do when your car can't be driven, how to track the repairs and how we can get you from point A to B during all of this.
Let's begin with lodging a claim. With AAMI, you can usually book a repair using the app or online.
You'll be navigated through this booking process.
Let's say you're using your home computer.
Head to the AAMI website, navigate to the claims page and click, make a claim.
Select what type of policy you want to make a claim on.
Click make a claim now. Fill out all the required fields. One of the biggest factors in how we repair your car is whether your car can be safely driven or not.
First, let's explore what happens if you can safely drive your car from the scene of the collision to a repairer.
Once you've lodged the claim, AAMI will locate a recommended repairer in your area. You'll be prompted to select a repair appointment.
At the time of the repair booking, you'll need to drive your car to the repair shop.
It's here that the mechanic will assess the damage and provide AAMI with a quote.
In some cases, AAMI can automatically approve the work to begin.
Your repairer can arrange your transport to your next destination, whether that's straight home, to work
This cost is covered under your AAMI comprehensive car insurance policy.
AAMI recommended repairs will keep you updated so you won't be left in the dark.
They'll let you know when your car is ready to be picked up and they will arrange your transport to the pickup.
What if your car can't be driven safely to a repairer?
Sounds like it's been a nasty accident.
That can be daunting.
But know that AAMI we'll do what we can to help you get back on the road.
AAMI will help find one of our recommended repairs in your area.
We cover the reasonable cost of towing your car from the scene of the incident to the nearest repairer.
If your car is in an unsecure or unsafe location, give us a call and we can arrange an urgent tow.
Once your car is at the repair shop, the repairer will review the damage and let you know the next steps.
They will keep you informed through the process, including when your car is ready to be picked up.
They can even arrange your transport to collect your car.
Assessors consider a variety of factors like how much it would cost to repair the damage and how extensive the damage is.
Based on what the assessor says, it's possible your car may be deemed a total loss, a write-off.
Either way, you'll be notified what the outcome is as soon as possible.
Then we'll either arrange for your car to be repaired or settle your claim as a total loss. Read the PDS to find out more.
Throughout the claims progress, AAMI will keep you notified via SMS and email with the contact details you have provided.
You can also track your claim online or using the AAMI app.
The car repair replacement process outlined in this video is general information only.
If you have questions or concerns about your car repair or level of cover, speak to one of our friendly team.
You can also use the AAMI app to claim.
Head to www.aami.com.au/app for more info.
When you lodge a motor claim with AAMI and any damage to your vehicle is covered under your policy, we’ll connect you with one of our authorised repairers. We’ll let you know where to drop your vehicle off, and you’ll get a notification when it’s ready to pick up.
We insist on the highest standards for our customers, which is why we also offer a lifetime guarantee on workmanship and materials for all authorised car repairs. And this stays with your car – even if you choose to sell it! For more information on the AAMI Lifetime Repair Guarantee, check out the Product Disclosure Statement for your policy.
Tracking your motor repairs
We’ve made tracking your motor repairs even easier. Using AAMI Online, you can view:
- your vehicle assessment booking time
- details of your authorised repairer, and
- live motor repair progress tracking.
Getting around after an incident
If damage to your car is covered by your policy, we’ll cover your transport costs. This includes:
- from the scene of the incident to your destination, if your car isn’t driveable
- to and from the repairer of your car, and
- to and from a hire car provider.
After an incident where damage to your car is covered, if your car is rendered unroadworthy, it isn’t safe for you to drive, or it needs to be held in storage as a result of the above, we’ll cover the cost of one tow to get your car from the scene of the incident to our nearest repairer or to another nominated location agreed to by us.
Limits, conditions and exclusions apply. For more info on what we do and don’t cover for motor claims, you can read the Product Disclosure Statement for your policy.
AAMI Roadside Assist
When you take out an AAMI Comprehensive Car Insurance policy, you’ll be able to add optional Roadside Assist. No matter who’s behind the wheel, AAMI Roadside Assist covers:
- 24/7 unlimited roadside callouts
- help with flat batteries and tyres
- help with lost or locked-in keys, and
- towing.
AAMI Roadside Assist means we can be there for you when you need it most. Refer to 'Other Important Documents' in our Policy Documents for full terms and conditions.
We help take the stress out of Home Insurance claims by organising the repair or replacement of your damaged home and contents where possible.
Home Building Insurance
When you make a Home Building Insurance claim, we’ll assess the damage and either organise repairs or rebuilding, or a cash settlement (for the amount of the assessed quote). If you’re covered for the costs of rebuilding or repairing damaged parts of your building, we’ll pay the reasonable and necessary costs of the following:
- temporary work required to make the damaged/destroyed building and insured address safe
- necessary services of professionals, like architects or surveyors, to repair or rebuild at the insured address, and
- making the damaged building components comply with current home building regulations and laws.
We only pay these costs if the building components complied with home building regulations and laws when they were built or when construction, repairs, renovations or alterations were undertaken.
Limits, conditions and exclusions apply. For a full list of what repairs we do and don’t cover for your home, as well as information about debris clearing and cover for temporary accommodation, check out your policy’s Product Disclosure Statement.
Home Contents Insurance
When it comes to Home Contents Insurance, we’ll replace or repair your contents - or pay you their value where this isn’t possible. If the cost of repair or replacement exceeds your contents sum insured, you’ll be paid your sum insured.
When we repair your contents, we guarantee the quality of that work for the lifetime of the item - if we authorise, arrange and pay the repairer directly.
If the motor in one of your fixed appliances burns out or fuses and that motor is less than 7 years old, we'll help you take care of repair or replacement. This equipment can include pumps for pools that are easily relocatable and pumps for air conditioners or fridges. We’ll get a repairer in our network to provide a quote. If the quote is less than the cost of replacement of the motor, we’ll authorise the repairs, otherwise we’ll organise a replacement.
AAMI Home Assist
For Home and Contents or Building Only Insurance, you can add optional AAMI Home Assist. If you have a home emergency and suddenly need a plumber, electrician, locksmith or carpenter, we’ll send one over ASAP.
What’s even better is that an AAMI Home Assist callout is not classed as a claim under your policy, so there’s no excess payable. Though it’s worth mentioning that it can’t be used for general maintenance1, preventative services2, or disaster response3.
Repairs for other claims
The repair and replacement process for claims varies depending on what policy you hold. To find out what repairs we’ll cover and what the repairs process looks like, check out the relevant Product Disclosure Statement.
Whether you take out a car insurance policy or home and contents insurance, you can be assured we’ll support you throughout a claim and any necessary repairs or replacements.
Read more:
- What to do when you make a claim
- Does my home insurance cover me for flood damage?
- What to do in a minor car accident
1AAMI Home Assist does not cover general maintenance, such as the provision or replacement of windows, doors, glass, tiles, carpets and of fittings and fixtures. Other exclusions apply - please read the AAMI Home Assist terms and conditions.
2AAMI Home Assist does not cover preventative services, such as the removal of property, rubbish or debris. Please read the AAMI Home Assist terms and conditions.
3AAMI Home Assist is not an emergency rescue or disaster response service. Read the AAMI Home Assist terms and conditions to find out more. Where an emergency situation poses a risk to your personal safety or property, or the personal safety and property of any other person, contact the appropriate emergency or rescue services.
Insurance issued by AAI Limited ABN 48 005 297 807 trading as AAMI. Any advice has been prepared without taking into account your particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Please read the relevant Product Disclosure Statement before you make any decision regarding this product. The Target Market Determination is also available.