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:
By email using the form below
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:
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.
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
Fax: (03) 9613 6399
Financial Ombudsman Service Limited
GPO Box 3, Melbourne VIC 3001
AAMI is a signatory to the General Insurance Code of Practice
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