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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)

 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), you can contact the relevant state authority:

New South Wales
State Insurance Regulatory Authority (SIRA)

Complaints in relation to an insurers product, services, staff:

1300 656 919

 ctpassist@sira.nsw.gov.au

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:

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 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

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.