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Customer Relations & Complaints

We're here when you need us!

If you can't find what you need below, you can call us on 13 22 44

How to contact us with a complaint

Let us know

If you experience a problem, are not satisfied with our products or services or a decision we have made, let us know so that we can help.

You can contact us:

13 22 44

Online:Using this form

In writing:AAMI, GPO Box 756, Melbourne, VIC, 3001


In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.

Review by our Customer Relations Team

If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist. Here’s how to contact our Customer Relations Team:

1300 240 437 (free call)

idr@aami.com.au

In writing:
AAMI Customer Relations, PO Box 14180, Melbourne City Mail Centre VIC 8001


Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.  

We will provide you with an outcome within 30 calendar days from when we first received your complaint.

More help on how to make a complaint (PDF 197KB)

AAMI’s Culture Principles – Managing Complaints

Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.

Learn more about our Culture Principles (PDF 48KB)

Seek review by an external service 

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the following external dispute resolution services.

Contact the Australian Financial Complaints Authority (AFCA) 

AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you. You can contact AFCA:

info@afca.org.au

www.afca.org.au

1800 931 678 (free call)

Australian Financial Complaints Authority - GPO Box 3, Melbourne VIC 3001

 

For Compulsory Third Party (CTP) Insurance in NSW and SA or Motor Accident Injuries (MAI) Insurance in the ACT, you can contact the relevant state authority:

New South Wales
Independent Review Officer (IRO)

We are committed to resolve your complaint in a timely and fair manner. However, if you remain dissatisfied with our response you can lodge a complaint with the Independent Review Officer.

The Personal Injury Commission Act 2020 (PICA) provides for the Independent Review Officer (IRO) to deal with complaints from claimants about any acts or omission of an insurer that affects their entitlements, rights, or obligations under workers compensation and motor accident legislation.

You can lodge a complaint by telephone, by email or thorough the IRO online form.

Independent Review Officer:

13 94 76

complaints@iro.nsw.gov.au

Website: Contact IRO

State Insurance Regulatory Authority,
Level 6, McKell Building
2-24 Rawson Place  
Sydney NSW 2000
or DX 1517 Sydney


Disputes if you disagree with an insurer’s decision about your claim:

www.sira.nsw.gov.au

1800 34 77 88

drsenquiries@sira.nsw.gov.au

Level 19, 1 Oxford St, Sydney; DX10 SYDNEY

Australian Capital Territory
ACT Motor Accident Injuries Commission

apps.treasury.act.gov.au/maic/about-us/contact-us

Attention: ACT Motor Accident Injuries Commission
Chief Minister, Treasury and Economic Development Directorate
GPO Box 158
Canberra ACT 2601

South Australia
CTP Regulator

CTP Enquiry Helpline on 1300 303 558 or submit a formal complaint online.

What accessibility options are available to me?

We want you to be able to make a complaint as easy as possible. If you require further assistance with making a complaint or understanding our complaints process please visit our Customers In Need Of Extra Support page for more information.

AAMI is a signatory to the General Insurance Code of Practice and Life Insurance Code of Practice

You may not need to wait! Eligible policies can log in to our online services 24/7 to update your address, change your policy details, update your direct debit/card details, change your contact details and more.

You may not need to wait! You can renew eligible policies online 24/7. Find out more

You may not need to wait! You can claim for eligible policies online 24/7. Find out more

You may not need to wait! You can track claims for eligible policies online 24/7. Find out more

Find out how to report insurance fraud

Find out about Dispute Resolution

To have your information reviewed by a consultant, please fill out the following questions to the best of your ability. Providing more information will help us to assist with your enquiry as quickly as possible.

This is located on the top right hand corner of your policy certificate.
This is located on the top right hand corner of your policy certificate.
Please note: Keeping your financial details secure is important to us. Please do not provide your bank account or payment card details in your message.

If you have an AAMI Business Insurance or Market Stall policy, please request your Certificate of Currency here

To cancel your policy, please call us on 13 22 44Mon–Fri, 8am–10pm AEDT / Sat & Sun, 8am–10pm AEDT

 
 

Before you submit

Have you done Step 1 above?  Our customer service team is often able to resolve things quickly.

Policy holder

If you're not the AAMI policy holder, please put the name of the AAMI policy holder involved in this appeal.