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Life Insurance Complaint Handling Process

If you have a complaint about AAMI Life’s products, staff, handling of a complaint or the service AAMI Life has provided (including obligations under the Life Insurance Code of Practice), please contact AAMI Life to let them know your concerns. AAMI Life will do all they can to resolve your complaint as quickly as possible. 

How to contact us with a complaint

Contact the AAMI Life team

The first thing you can do is let AAMI Life know what has occurred. You can: 

Call the Customer Service Centre on 1300 420 233 

Email them at customerservice@aamilifeinsurance.com.au

One of the AAMI Life customer service consultants may be able to resolve the issue immediately or within 5 business days. 

If not, the next step is talking with the Internal Dispute Resolution team.

Contact the Internal Dispute Resolution (IDR) team

If our AAMI Life customer service consultant cannot resolve your complaint within 5 business days, they will escalate your complaint to the IDR team. You may also contact the IDR team directly. 

You can: 

Call the IDR Team on 1300 795 877 
Overseas callers: +61 2 9081 6831  

Email them at: IDRcomplaints@tal.com.au

Write to them at: Reply Paid, GPO Box 5380, Sydney NSW 2001 

To help the IDR team deal with your complaint quickly, please include the following information: 

  • The word 'Complaint' in the heading or subject line
  • Your name and contact details, including your daytime phone number and email address
  • Details of your complaint
  • Copies of any relevant documents
  • Your desired outcome

AAMI Life recommends you keep a copy of your complaint and original documents for your records. 

The IDR team will acknowledge receipt of your complaint in writing within 1 business day or as soon as practicable. They will also make an arrangement with you for keeping you regularly informed about the progress of your complaint.  

AAMI Life always aims to resolve your complaint as quickly as possible. If the IDR team is unable to resolve your complaint within the maximum timeframe (30 days), they will inform you of the reasons for the delay and let you know when to expect a response to your complaint.  

If you are unhappy with the delay or response to your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA) as outlined below. 

Contact the Australian Financial Complaints Authority (AFCA) 

AFCA provides fair and independent financial services complaint resolution that is free to consumers. If your complaint has not been resolved to your complete satisfaction, you can lodge a complaint with AFCA: 

Website:  www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 

Time limits may apply to complaints to AFCA, so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances may expire.

Do you need assistance to make a complaint?

If you are deaf or have a hearing or speech impairment you may like to use the National Relay Service (NRS). The NRS can be contacted on 1300 555 727

The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131 450.

You can also authorise someone to make a complaint on your behalf. You will need to confirm your authority in writing. You can amend or withdraw this authorisation at any time. 

Please let AAMI Life know if you need additional assistance to make a complaint and they will let you know the options available. AAMI Life always aims to accommodate any request to make it easy for you to lodge a complaint.  

Our Life and Income Protection Insurance products are issued by the insurer, TAL Life Limited. All complaints relating to these products will be handled by TAL in accordance with TAL’s complaint management process. For more information, TAL’s Public Complaints Policy can be downloaded in PDF in the following languages: 

English 

Arabic (العربية)  

Simplified Chinese (中文(简体))

Vietnamese (Tiếng Việt)>

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To have your information reviewed by a consultant, 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.

Please note: Keeping your financial details secure is important to us. Please do not provide your bank account or payment card details in your message. You voluntarily consent and agree for AAMI and TAL group of companies ('we' or 'us' collectively or singularly/separately where the context requires) to offer, invite you to apply, or promote and market (including via telephone where we have your valid consent, mail, email and SMS or other electronic messages) our products (including life and general insurance, banking and superannuation) and services under the AAMI brand to you. Your consent shall remain in effect in accordance with relevant law or until you tell us otherwise. For more information about our marketing practices please refer to the ‘Your Privacy’ section of the PDS/FSG and our privacy policy. If you do not want to receive telemarketing calls (i.e. withdraw your request to receive marketing calls), or any information on other products (including life and general insurance, banking and superannuation) or services offered under the Suncorp brand by us or the insurer, please contact us on 1300 420 233 or email customerservice@aamilifeinsurance.com.au

If you have an AAMI Business Insurance or Market Stall policy, please request your Certificate of Currency online.

To cancel your policy, please call us on 13 22 44.
Mon–Fri, 8am–10pm AEDT
Sat & Sun, 8am–10pm AEDT

Terms And Conditions

You voluntarily consent and agree for AAMI and TAL group of companies ('we' or 'us' collectively or singularly/separately where the context requires) to offer, invite you to apply, or promote and market (including via telephone where we have your valid consent, mail, email and SMS or other electronic messages) our products (including life and general insurance, banking and superannuation) and services under the AAMI brand to you. Your consent shall remain in effect in accordance with relevant law or until you tell us otherwise. For more information about our marketing practices please refer to the ‘Your Privacy’ section of the PDS/FSG and our privacy policy. If you do not want to receive telemarketing calls (i.e. withdraw your request to receive marketing calls), or any information on other products (including life and general insurance, banking and superannuation) or services offered under the Suncorp brand by us or the insurer, please contact us on 1300 420 233 or email customerservice@aamilifeinsurance.com.au. 

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.