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Dispute Resolution
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 we will deal with a complaint
If you are not satisfied with our products or services or a decision made in relation to your insurance, please let us know so that we can help.
It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.
Let us know
If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you. If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint.
A response is usually provided to you within 5 business days.
You can contact us:
13 22 44
By email using the form below
In writing:
AAMI, GPO Box 756, Melbourne, VIC, 3001
Review by our Internal Dispute Resolution Team
If you are not satisfied with the outcome of the business review you can request the complaint be referred to the Internal Dispute Resolution (IDR) Team for review or you can contact them directly:
1300 240 437 (free call)
In writing:
AAMI Internal Dispute Resolution, PO Box 14180, Melbourne City Mail Centre VIC 8001
If we require additional information we will contact you to discuss. IDR will usually contact you with a decision within 15 business days of receiving your complaint.
Independent resolution
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA) - an independent external dispute scheme. Any decision the AFCA makes is binding on us, provided you also accept the decision. You don't have to accept their decision and you have the option of seeking remedies elsewhere.
AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.
Australian Financial Complaints Authority
1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
For Compulsory Third Party (CTP), you can contact the relevant state authority:
New South Wales
State Insurance Regulatory Authority (SIRA)
Complaints in relation to an insurers product, services, staff:
State Insurance Regulatory Authority,
Level 6, McKell Building
2-24 Rawson Place
Sydney NSW 2000
or DX 1517 Sydney
Disputes if you disagree with and insurer’s decision about your claim:
Level 19, 1 Oxford St, Sydney; DX10 SYDNEY
Australian Capital Territory
ACT Treasury CTP regulator
https://www.cmtedd.act.gov.au/functions/contact
Attention: ACT Regulator
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 here http://www.ctp.sa.gov.au/contact/complaint-submission
AAMI is a signatory to the General Insurance Code of Practice and Life Insurance Code of Practice
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.
