AAMI Comprehensive Car Insurance Review: Features, Pros & Cons

Australian Associated Motor Insurers Limited, known as AAMI, is a general insurance provider for Australians. Established in 1969, AAMI offers home, CTP, health, business and income insurance, and is one of the largest car insurance companies in the nation.

When insured by AAMI’s Comprehensive Car Insurance plan, customers can choose market or agreed value (as opposed to other competitors in the market, which only give their customers one option). AAMI provides a minimum and maximum agreed value for customers to select.

As of 2024, AAMI has 2.5 million policyholders across its insurance offerings. The insurer also has 1,900 reviews of its car insurance submitted on Australia’s independent consumer opinion site, Product Review. Of those reviews, customers had rated the car insurance provider only 1.8 stars on average out of five. Many cited poor customer service and long wait times.

If you’re involved in an accident, AAMI’s comprehensive car insurance policy provides you with a range of services and assistance to get you back on the road again. This includes a hire car if your car is unsuitable for the road, after accident care, cover for accidental damage and more.

The inclusions, exclusions, and add-ons of AAMI’s comprehensive car insurance policy are outlined below.

Break-ins, Accidents, and After-Accident Care

In the event of a break-in, certain contents within your car are covered if they are stolen or damaged. This includes personal property, such as clothing and electronics, but does not include cash nor items such as vouchers or phone cards that could be used or traded as cash.

Additionally, baby capsules are covered up to a limit of $500.

AAMI’s comprehensive policy also includes cover for accidental damage to your vehicle, as well as after-accident care. This includes “reasonable costs” for towing your car to the nearest repairer or another agreed location, or stowing your car. It also includes your transport to and from the repairer or rental car centre, or from the site of the accident to your next destination.

Will AAMI Replace My Car if it’s Written Off?

If your car is written off, AAMI will replace your car provided it is less than two years old.

Can I Choose My Own Repairer?

No, you cannot choose your own repairer. AAMI will choose the repairer of your vehicle, meaning it may not be your local mechanic or repair shop.

Is Free Roadside Assistance Included?

Unfortunately, free roadside assistance is not included in AAMI’s comprehensivepolicy. It can however be purchased as an additional add-on to your policy.

AAMI Customer Service (aka How Easy is it to Make a Claim?)

AAMI offers extensive customer service capabilities, with an online chat 24/7 available with a chat bot, as well as an all-hours phone line for enquiries and claims. There’s also an online account you can use to manage your policy–in addition to a mobile app–and you can chat with customer service representatives through Facebook Messenger and WhatsApp from 8am-9pm daily, AEDT.

Making a claim is designed to be a simple process, which can be completed online 24/7 or through the AAMI app. The process is guided, and allows you to book directly into a repairer for eligible claims, manage your photos and documents easily, and track the status of your claim at any time.

It’s worth noting a fair few customers have expressed their disappointment on Product Review with regards to AAMI’s customer service standards.

While roadside assistance and windscreen cover are not automatically included, they can be added on as additional extras.

In terms of exclusions, AAMI’s PDS states that all claims are void if:

• the driver is under the influence, or refuses a test;
• there are problems related to the condition of the car;
• the driver was acting intentionally and recklessly;
• the driver is unlicensed;
• the car is unregistered;
• the car is using the incorrect fuel;
• the vehicle is being used for ride share purchases;
• and more exclusionary conditions as listed in the policyholders specific policy document.

AAMI offers its customers safe driver rewards, which is similar to the industry policy of a ‘no claims bonus’ and involves discounts for policyholders who don’t make claims. The benefits for AAMI’s safe driver rewards increase for up to a period of 10 years, with a maximum of 15% discount credit.

Lower premiums are also available to those who drive their car infrequently. At AAMI, this ‘drive less, pay less’ policy isn’t set at a specific discount amount, but rather is factored into the premium of each individual’s policy in accordance with average kilometres travelled per year.

Further discounts include $50 off when purchasing online, up to 10% off when you pass the skilled drivers discount, and up to 20% off if you purchase a home and car policy with AAMI.