APIA / AAMI Insurance Claim

Submitted: Wednesday, Apr 06, 2011 at 14:16
ThreadID: 85461 Views:7252 Replies:5 FollowUps:0
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On the 25th March 2011,I had reason to ring APIA insurance to make a claim as my car had caught fire while driving my wife to RAH to see her cardiologist
I was told i would be put thru to AAMI as they handled all claims for APIA.Not happy with having to deal with another company that i wasn't insured with but ok
After giving the claims dept at AAMI all my details including if we where ok .They arranged for a hire car on the spot and the service was great including the tow truck driver to a local crash repairer Rang on the Monday 27th March to see what happens now with my claim and was told
"your car has to be towed to Holden Hill 70klm away to be assessed ,as AAMI does all their assessing in the one place.And that would happen later that day"
Rang on Thursday 31st March to see why the car was still at the local repairer and was told
"Being a regional town it wouldn't be towed to Holden Hill an assessor would go to the local crash repairer.Fair enough i thought
Friday 1st April i get a call from AMMI claims and was told that my claim had been sent to the wrong dpt for a week and they where only just going to get on to it and apologised for the human error
Over the week end i started thinking (something my wife hates me doing lol )
I rang AAMI on 4th April and said this is taking way too long and seeing the claim was lost for a week can the process be seeded up.
The lovely woman Marissa said give her an hour to get photos of the car from the crash repairer.Well low and behold 1 1/2 hours later i get a call from the assessor to say they are totaling the car and will be paid out in full my claim less the access of $350 and any premiums owing as my policy runs till September.Again fair enough.And my claim would be paid into my account withing 48 hours
Now it's Wednesday 6th April and i ring AAMI to see whats going on & why the money hasn't gone into my account.Well what i was told was the woman handling my claim doesn't work Wednesday, and the woman that covers her work is on a weeks training away from the office so they cant handle everyone claim so ill just have to wait if i want my money i should get it all fixed with in another week and he was too busy to talk to me any more as he had his work to do.
I rang AAMI again and got on to a lovely woman who listened to my complaint and said her supervisor was due in the office within an hour or so & she would get her straight onto it & i would get a call back from the supervisor today
This is where I'm at the moment with my claim for my car
I have a car to buy as i need it not only to tow my van ( we live in our van) but also this Corolla wouldn't tow a corgi toy & i cant fit my wife's walking frame in it so i have to call taxi's to take her any where and their are Dr's appointments 3 times a week at the moment
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Reply By: garrycol - Wednesday, Apr 06, 2011 at 15:11

Wednesday, Apr 06, 2011 at 15:11
I am sorry to say - do you really expect any different - service and insurance companies should not be used in the same sentence.

By the way, APIA, AAMI, Shannons and a whole host of other so called insurance companies are all the one company - Suncorp.
AnswerID: 450487

Reply By: Member - Beatit (QLD) - Wednesday, Apr 06, 2011 at 15:18

Wednesday, Apr 06, 2011 at 15:18
G'day Warren,

It could be worse, if it was a repairing proposition and they needed parts from Japan. My Tiida needs a new rear door - fortunately still usable etc but the repairer said he has it on back order and will ring me when it comes in! Estimated to be a number of weeks. Now I would imagine being stuck somewhere waiting for some obscure part to be totally demoralising.

The problem with the process would have got me as well (it is the same for RACQ) - drop of your car at the assessment centre and hope for the best. Fortunately for me the repairer said that he was just outside the catchment for such arrangements and as such the assessor would call on him. Otherwise the car would be sitting in their yard and me calling to try and get it back.

Kind regards
AnswerID: 450488

Reply By: The Landy - Wednesday, Apr 06, 2011 at 16:13

Wednesday, Apr 06, 2011 at 16:13
Have a look at your policy as there will be a dispute resolution process in it somewhere telling you what you can do, and how they will respond.

But from what you are saying they have agreed to write the vehicle off, and pay you the money, once they have agreed to that the money won’t be too far behind.

Hope you get it soon though....

Cheers, The Landy

AnswerID: 450493

Reply By: Member - John and Val - Wednesday, Apr 06, 2011 at 20:39

Wednesday, Apr 06, 2011 at 20:39

If you feel that you are getting the run around go to their internal Ombudsman - via this link here. We had a major claim with AAMI a couple of years ago, got a real run around but as soon as we got their ombudsman involved things got sorted.

Good luck,

J and V
"Not everything that can be counted counts, and not everything that counts can be counted."
- Albert Einstein

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AnswerID: 450529

Reply By: ao767brad - Thursday, Apr 07, 2011 at 21:14

Thursday, Apr 07, 2011 at 21:14
Well I am obviously not alone in frustrating dealings with insurance companies. Had a commercial roller door break its spring and slam down on the roof of 4wd took 3 months to get it assessed and then be able to get it into to the "Approved" repairer, only to have them delay, delay and then say they hadn't arranged the parts in advance and there would be a 3-4 week delay for parts. How do these jokers stay in business?? They knew 3 months prior what parts they needed but don't think to order them!! Makes me really wonder what Aussies will put up with in the way of crap service?? Don't dream of insuring with YOUI.
AnswerID: 450617

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