Dispute Resolution

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

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:

1300 240 437 (free call)

 idr@aami.com.au

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)

info@afca.org.au

Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

www.afca.org.au

 

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 here www.ctp.sa.gov.au/about/contact-us/complaints-and-feedback/complaint-submission