- October 15, 2023
- Posted by: legaleseblogger
- Category: Related News
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#UPDATE: Issues with AMI Claims Process and Policy Cancellation
On June 13, my daughter was involved in a car accident and we promptly filed a claim with our insurance provider, AMI. A week later, the assessor informed us that the cars involved were deemed a write-off. However, we faced multiple delays in the claims process.
It wasn’t until June 27 that I decided to contact AMI to inquire about the hold-up. To my surprise, they stated that they were “still waiting on the police report.” Frustrated but patient, we patiently waited for further updates.
As days turned into weeks without any correspondence, I contacted AMI again on July 17. Once more, I was informed that they were still awaiting the police report and advised to be patient. During this conversation, I brought up an unrelated issue – AMI’s attempt to withdraw a monthly premium from my daughter’s account, which had been declined due to her inability to work without a vehicle and purchase a replacement yet. The representative assured me that if I paid the premium, it would be refunded along with the claim payout. However, considering the imminent arrival of the police report, I chose not to make the payment. The representative promised to re-request the police report.
Unfortunately, on July 28, we still had not received any communication from AMI. When I inquired about the delay, I discovered that the previous requests for the police report had been mistakenly sent to the wrong department. An employee assured me that they would forward the request to the correct department and contact me once they received the report.
Today, as I attempted to contact AMI, I faced an hour-long wait on hold before ultimately giving up. To my surprise and dismay, when I logged into our online account, I discovered that our policy had been cancelled. I suspect this happened due to my failure to pay the premium, even though it was requested a month after filing the claim and the car had already been assessed as a write-off. The only reason the claim had not been paid out yet was solely due to the incompetence of the AMI claims team. To make matters worse, none of the three representatives I spoke to after the missed premium payment warned me about the policy cancellation.
Seeking advice, especially from professionals in the insurance industry, I want to know if I can still receive payment for the damaged vehicle. I admit my mistake in not paying the monthly premium, but I genuinely believed the claim would have been resolved long before it became a concern. It is utterly frustrating and feels unjust. Promptly tomorrow morning, I will contact AMI, but I would greatly appreciate guidance and assistance from those who have experience dealing with insurance matters.
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****** just grabbed a
What’s probably most important here is whether your policy cover was up to date at the time of the accident you are claiming for. I used to work for a car insurance company (not AMI but in NZ) and in an instance like this, where a policy was cancelled due to non-payment, we would backdate the end date of the policy to wherever the customer had paid up to.
I would hope AMI would do the same, which would mean you’re still covered even though the policy has now been cancelled, assuming cover at the time of the accident was already paid for. When you log in, you may be able to see the date your cancellation was effective from?
Another possibility is that they’ve received what they needed and have closed the claim based on the vehicle being a write off, at which point they would cancel the policy with effect from the date of the accident but may not have gotten around to contacting you yet.
(Either way, their communication and service has not been great! I would be very frustrated in your position, even without the cancellation issue)
Hopefully you’re able to get hold of them tomorrow and get it all straightened out. All the best!
Worked in AMI claims until 12months ago.
If the premium payments were set up to start on the same date as the policy was initially put in place and the accident happened between this date of the month then your claim would be honored due to the policy being active at the time the loss occurred.
In regards to the claim process, it’s never a good time having to make a claim and understandably stressful.
It’s good to note that a lot of communication with external agencies (police, other insurers etc) is either automated or very limited in how much a staff member can adjust where the correspondence is going to in regards to email addresses and such.
There’s a good chance that while the request was sent to the wrong email for the police report the police officer handling the incident hasn’t even finalised the report or has and hasn’t submitted it.
When you call tomorrow, try not to be too hard on the agent you speak with. They’re likely trying their best and have multiple people a day equally or even more frustrated than you, not just at the situation but at the lengthy wait times also.
Even if your policy is cancelled, if the policy was active at the time of loss you can still claim.
Potentially they cancelled the policy because they know itÔÇÖs a total loss.
Give them a call or see if they have a chat option on their site tomorrow.
Wow. I had an accident two weeks ago and my car was written off also (RIP). I just got paid out.
Cove – I’ve seen them mentioned a couple of times but as they arent one of the main players there wasn’t too much info. Based on my experience they were very good. They did make a mistake but promptly fixed it and kept me up to date.
You won’t be disadvantaged by continuing to pay the premium after the loss. If you do, some insurance companies cancel the policy from the date of loss and refund any premiums paid after the loss (once the claim settles), whereas some others require you to pay out the rest of the year’s premiums anyway and deduct that off the claims settlement. Either way, you don’t save any money by stopping paying the premiums.
Also, your policy has liability cover included that might extend to hire cars/friends’ cars that you may be borrowing while you are without a car. It won’t cover the car itself, but it may cover your liability to others if you damage their property while driving the borrowed car. If you’ve stopped paying the premium and the policy cancels you won’t have this cover.
Just call AMI in the morning and it will get sorted.
DoesnÔÇÖt matter if they cancelled it. You lodged the claim prior to cancelling it. Claim is still valid. Just get the premiums up today and they will sort it out for you. No issues.
Threaten with the insurance ombudsman if they try to deny claim as policy was active at time of claim and I’d probably call the ombudsman now as they just fucking around now I’ve never had a claim take that long my car’s either already repaired or I’ve bought a new one with the payout
Welcome to the final form of capitalism.
I don’t think they can just cancel the policy on you. They need to notify you of missed payment and advise that you’ll be loosing cover of action isn’t taken etc.
Weird, you stopped paying your insurance so they just went ahead and cancelled? How strange.
Fyi.. police reports can take 4-6 weeks. They are a nightmare to get through
One thing I have found to help focus things in the past is to inform them that you need to hire a car (and will get three quotes and choose the cheapest of course) for essential travel for the period of time until the claim is paid out and that you will pass the cost onto them. It certainly got some action for me when things looked to have stalled.
Obviously whether you could actually do this will depend on your policy, but it does cause them a headache to think it through and that might make you the squeaky wheel that gets the oil.
Further to everyone’s advice here, insurers shouldn’t be canceling policies for non payment until the policy is 90 days passed the last date you paid up to. Unless it was canceled due to being written off, which if that’s the case you would’ve discussed settlement of the claim etc
If you continue to get no help or answers, please get in touch with your local Citizens Advice Bureau for advice and help
Hey OP.
IÔÇÖm sorry to hear about your daughters situation. ThereÔÇÖs some good news and thatÔÇÖs even if they (AMI) cancelled your policy that will not cancel your claim.
The way insurance works in NZ, if you have an event during a covered period of insurance you have the right to make a claim.
If the policy lapsed (thereÔÇÖs a difference between lapsed and cancelled) due to non-payment of premiums. The claim can still proceed as the event happened while you still had cover.
If the insurance company requires you to still pay your premiums while the claim is processing then pay your premiums, you still have obligations to pay no matter what you may think is right or wrong about that situation.
If the insurance company cancels your policy in order to try and dodge paying a claim then you have recourse through the insurance & financial services ombudsman.
All in all, if your daughter was driving wishing her license conditions, on a legal road with a road legal vehicle then she should be covered.
The claim is still valid and working itÔÇÖs way through the system. You had insurance at the time of the accident so you are fine. Source: worked in ami vehicle claims.
ÔÇ£TheyÔÇÖd tried to take a monthly premiumÔÇ£
I think youll find your daughter has an annual policy contingent on the payment schedule being maintained. You miss a payment and everything goes on the back burner
I had a similar issue (with AMI) a couple of years ago, a December payment was taken by direct debit on the 1st and the policy renewed on the 5th with a higher premium. The house burned down on the 11th.
Anyway, IÔÇÖm standing in the road chatting to AMI watching the firefighters do their thing, police clearing the area as the bbq gas bottle goes boom, to be told I was not insured because the new premium was $8 underpaid, and nothing would happen until the direct debit caught up on 1st January. I put $8 on my credit card and the assessor arrived the next morning.
TLDR you must pay the full year premium to have coverage
Probably clicked the wrong button somewhere along the way. Glad someone saw sense and was able to help you.
It shouldn’t matter as long as the accident happened when there was cover in place.
And you shouldn’t be paying premiums when there’s nothing to insure because they can’t get their shit together.
So it should all work out, but what idiots. All the best.