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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:

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

Financial Ombudsman Service Limited
GPO Box 3, Melbourne VIC 3001


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

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.