- Home Insurance: HPA123456789 or HPL123456789/HSA123456789
- Car Insurance: MPA123456789
- Business Insurance or Market Stall: SPD123456789 SMD123456789
- Caravan Insurance: CPA123456789
- NSW CTP Green Slip Insurance: CTN123456789
- SA CTP Insurance: CTF123456789
- ACT MAI Insurance: CTT123456789
- Motorcycle: MCA123456789
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
Let us know
If you experience a problem, aren’t satisfied with our products or services or a decision we’ve made, let us know so that we can help.
Contact us
By phone: 13 22 44
Online: Using this form
Complaints can usually be resolved on the spot or within 5 business days.
Review by our Customer Relations Team
If we’re 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:
By phone: 1300 240 437
By email: 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’ve reached a decision.
When responding to your complaint you’ll be informed of the progress of and the timeframe for responding to 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.
What accessibility options are available to me?
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide (PDF, 3MB) to help explain how to make a complaint and what happens if you do.
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.
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 services of 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 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:
Online: www.afca.org.au, by email: info@afca.org.au, by phone: 1800 931 678, or in writing at: Australian Financial Complaints Authority – GPO Box 3, Melbourne VIC 3001.
NSW CTP Insurance Claims
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:
Website: Contact IRO
If you disagree with an insurers decision you can raise a dispute with the Personal Injury Commission here:
Website: www.sira.nsw.gov.au
CTP or MAI Insurance Policies
New South Wales
State Insurance Regulatory Authority (SIRA)
Complaints in relation to an insurers product, services, staff:
Phone: 1300 656 919
Email: ctpassist@sira.nsw.gov.au
Post: State Insurance Regulatory Authority
Level 6, McKell Building
2-24 Rawson Place
Sydney NSW 2000
or DX 1517 Sydney
Australian Capital Territory
ACT Motor Accident Injuries Commission
Attention: ACT Motor Accident Injuries Commission
Chief Minister, Treasury and Economic Development Directorate
GPO Box 158
Canberra ACT 2601
South Australia
AAMI is committed to serving customers in a professional, knowledgeable and responsive manner. If you have a complaint regarding our service, or decisions we have made, please contact your Customer Care Specialist directly.
If your complaint cannot be resolved at that point, you may ask to be referred to any of the following dispute resolutions:
- 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 Regulator
CTP Enquiry Helpline on 1300 303 558 or submit a formal complaint online.
Further Information
For further information, visit our Suncorp Complaints Management Policy in relation to complaints management
AAMI is a signatory to the General Insurance Code of Practice.
The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.
Find out more about the Life Insurance Code of Practice.
If you have found a potential security vulnerability that may impact the confidentiality, integrity or availability of Suncorp's information, systems, or services, please visit our Vulnerability Disclosure Program page.
Complaint enquiry form
Policy holder
If you're not the AAMI policy holder, please put the name of the AAMI policy holder involved in this complaint.
Policy number examples
Claim number examples
- M012345678
- H012345678
- K012345678