Your browser version is no longer supported, so you may experience issues while using this site.
Please upgrade to a current browser to enjoy the best experience.

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:

Phone icon13 22 44

By email:Using the form below

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

Language Services:
If you are non-English speaking, you can use the Translating and Interpreting Service (TIS National) provided by the Australian Government to communicate with us.
Find more information about TIS National.

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:

Phone icon1300 240 437 (free call)

Email icon

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

Phone icon1800 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:

Phone icon13 94 76

Email icon

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:

Phone icon1800 34 77 88

Email icon

Level 19, 1 Oxford St, Sydney; DX10 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
CTP Regulator

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

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.