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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

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 Financial Ombudsman Service (FOS) Australia - an independent external dispute scheme. Any decision the FOS 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.


The FOS is free and available to customers who fall within their terms of reference and will advise if they can help you. Contact them:

Financial Ombudsman Service Australia

1800 367 287

Fax: (03) 9613 6399

info@fos.org.au

Financial Ombudsman Service Limited
GPO Box 3, Melbourne VIC 3001

www.fos.org.au

 

For consumer appeals regarding NSW Compulsory Third Party (CTP) Personal Injury Insurance, you can appeal to the State Insurance Regulatory Authority (SIRA).

1300 656 919

motor@sira.nsw.gov.au
www.sira.nsw.gov.au

AAMI is a signatory to the General Insurance Code of Practice and Life Insurance Code of Practice

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.

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 44 - 24 hours a day, 7 days a week

 
 

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.

AAMI Home Building and Home Contents Insurance, Landlord Insurance, Strata Insurance, Car Insurance, Motorcycle Insurance, NSW and ACT CTP Insurance, Caravan Insurance, Business Insurance and Travel Insurance are issued by AAI Limited ABN 48 005 297 807 AFSL 230859 (AAI) trading as AAMI. AAMI Life Insurance and Accidental Injury Insurance are issued by Suncorp Life & Superannuation Limited ABN 87 073 979 530, AFSL 229880 (SLSL) and are distributed by Suncorp Financial Services Pty Ltd ABN 50 010 844 621, AFSL 229885 (SFS) under the AAMI brand. AAMI Income Protection is issued by SLSL and distributed by SFS, under the brand AAMI, and AAI, who only issues the redundancy benefit. AAI trading as AAMI does not provide any financial product advice in relation to AAMI Life Insurance, Accidental Injury and Income Protection (except in relation to the redundancy benefit).

AAMI Health Insurance is issued by nib health funds limited ABN 83 000 124 381 (nib) a registered private health insurer, and is arranged by Suncorp Insurance Ventures Pty Ltd ABN 53 158 182 042 (SIV), for which SIV receives commission.

Pet Insurance is issued by The Hollard Insurance Company Pty Ltd (ACN 090 584 473; AFSL 241436) (Hollard); distributed by Pet Insurance Pty Ltd (ACN 607 160 930; AR 1234944) (PIPL) and PIPL’s authorised distribution partners (including Platform Ventures Pty Ltd (ABN 626 745 177; AR 001266101) (Ventures) under the AAMI brand); and administered by PetSure (Australia) Pty Ltd (ACN 075 949 923; AFSL 420183) (PetSure). PIPL and Ventures are authorised representatives of PetSure. PIPL and PIPL’s authorised distribution partners (including Ventures) will receive a commission which is a percentage of the premium paid to Hollard and PetSure may receive a portion of the underwriting profit, if any – ask PetSure for more details.

Registered Office, Level 28, 266 George St, Brisbane QLD 4000. Information provided is general advice only and has been prepared without taking into account any person’s particular objectives, financial situation or needs. Read the relevant Product Disclosure Statement or Policy Document available at www.aami.com.au and consider whether it’s appropriate for you before making any decisions about whether to buy or continue to hold a product. Information current as of 9 July 2015.