If you can’t find what you need below, please call us on 13 22 44.
If you experience a problem or aren’t satisfied with our products or services, let us know so that we can help.
Contact us
By phone: 13 22 44
Online: Email form
In writing:
AAMI CTP & MAI Complaints
GPO BOX 4091
Sydney 2001
In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.
We want to make it easy for you to make a complaint. Some people find written information hard to read or understand. That’s why we’ve created an Easy English Complaints Guide. It explains how to make a complaint and what will happen next.
If you require further assistance with making a complaint or understanding our complaints process, please visit Customers in need of extra support for more information.
NSW Compulsory Third Party (CTP) Insurance Claims
Independent Review Officer (IRO)
We are committed to resolving 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 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 phone, email, or through the IRO online form.
Phone: 13 94 76
Email: complaints@iro.nsw.gov.au
Website: https://www.iro.nsw.gov.au/
Personal Injury Commission
If you disagree with an insurer’s decision you can raise a dispute with the Personal Injury Commission via:
Phone: 1800 742 679
Email: help@pi.nsw.gov.au
Website: www.pi.nsw.gov.au
NSW Compulsory Third Party (CTP) Insurance Policies
State Insurance Regulatory Authority (SIRA)
Complaints in relation to an insurer’s product, services or staff:
Phone: 1300 656 919
Email: ctpassist@sira.nsw.gov.au
Website: www.sira.nsw.gov.au
Post:
State Insurance Regulatory Authority
Level 6, McKell Building
2-24 Rawson Place
Sydney NSW 2000
or DX 1517 Sydney
ACT Motor Accident Injuries (MAI) Insurance Claims and Policies
ACT MAI Commission
Phone: (02) 6207 8876
Email: maic@act.gov.au
Website: www.act.gov.au/maic
Post:
Attention: ACT Motor Accident Injuries Commission Chief Minister, Treasury and Economic Development Directorate
GPO Box 158
Canberra ACT 2601
South Australia Compulsory Third Party (CTP) Insurance Claims and Policies
AAMI is committed to serving customers in a professional, knowledgeable and responsive manner. If you have a complaint regarding our service or decisions we’ve made, please contact your Customer Care Specialist directly.
If your complaint can’t be resolved at that point, you may ask to be referred to any of the following:
- AAMI’s SA CTP Executive Manager who will attempt to resolve your complaint
- AAMI’s Internal Dispute Resolution team on 1300 240 437
- Request for conciliation with a conciliator within 30 business days of the date of AAMI’s determination
CTP Insurance Regulator
- Call the CTP Enquiry Helpline on 1300 303 558
- Submit a formal complaint online.