AAMI and Suncorp have spent more time, effort, and money trying to get out of their obligations to fix our home than it would have cost them to simply do their job and repair our home in the first place.
In response to recent media, AAMI/Suncorp have released various statements. False platitudes such as “we have engaged closely with the Ashford family” and “investigations are continuing” mean nothing when they continue their ruthless hounding of us to see this claim resolved in court, even changing their court defence in response to being caught out lying about the mould they left in our home. Yet they are still refusing to speak directly with us to genuinely resolve these claims, despite our continued attempts.
AAMI/Suncorp have provided a particularly long and detailed statement in response to our recent A Current Affair story, and we have responded to each of their statements here, to clarify the truth.
If you don’t read anything else, please read this:
·AAMI accepted our claims for mould damage
They failed to follow ANY safety protocols during their remediation, causing the mould to spread throughout our home and contents
Shortly after AAMI found more mould, and knowingly left it in our home, failing to remediate it, even though it was directly related to open claims
They used a mould treatment we told them Leza was severely allergic to, and had very clearly instructed them not to use
They used it anyway, and Leza got so sick she has been instructed by multiple medical experts not to return to the house, or risk dying from anaphylaxis
AAMI tried to cover this up for a full 14 months, and even once they admitted it, refused to do anything about it
·Because of the mould they failed to fix, and in fact spread, and the chemical contamination they caused, our home is unsafe and unliveable
AAMI are now trying to blame us for the mould disaster they caused, citing ‘maintenance issues’
·AAMI have suggested in documents recently supplied to the courts that we are at fault for failing to mitigate their losses by not renting out or selling our home, instead of expecting them to fix it. If we rented or sold our home in its current state, we would only be exposing another poor family to the dangers of the unrepaired and unsafe home. Since when does ‘you need to sell or rent your home because we caused damage and didn’t fix it during our failed remediation’ become part of an insurance claim?
There are so many astonishing and reckless comments from AAMI and Suncorp, as they continue to bully us into giving up our fight against them to see our claim resolved. Read on for more of their false statements, and our clarification with facts.
Did we “demand” AAMI demolish and rebuild our house?
·Of course not, that would be devastating to us. We begged AAMI for nearly 3 years fix our house of the mould infestation they left (and spread due to unsafe work practices), and the chemical contamination they caused after admitting they used the wrong mould treatment which made Leza sick, but they refused. Even after finding more mould in the home, and presenting their own decontamination clean options, AAMI failed to act (as well as ignoring recommendations offered by our medical experts in 2017). They left the house in a dangerous and unliveable state.
When it became apparent that AAMI were either unwilling or unable to repair our home due to the damage they caused, we were advised via legal avenues that rebuild is an option open to us. Based on our policy terms, AAMI are contractually obligated to repair the home to its pre-loss state, or rebuild it. They have yet to do either.
Do we “welcome” the opportunity to resolve this in court, as AAMI so readily does?
·No. We would have “welcomed” the opportunity for AAMI to have met and discussed these concerns with us at any time since 2017, when they walked away mid-renovations and left us without our home or belongings, with our home damaged, unsafe, and unliveable. The courts may be the place for a large company who earned $1.03 billion dollars in net profit last year alone, but the courts are not the place for a young family to be dragged through at the whim of these enormous, wealthy companies who have failed to meet and uphold their contractual obligations. And now are refusing to speak with us. We tried on many occasions in recent weeks to talk to AAMI and resolve this, but our attempts continue to be rejected or ignored.
Policyholders in our situation have 2 options - to walk away with nothing, or to be dragged through an arduous and expensive legal process. The insurer can use bullying, threatening, and intimidating tactics, including time delays (as they have with us and so many others who have suffered similar experiences), placing emotional and financial pressure on us, trying to limit our ability to keep fighting for what is rightfully ours: our fully insured home.
Were we provided with “cash settlements” to finalise and resolve our claims, as AAMI has stated?
Untrue. We were not cash settled. We still have open yet uncompleted claims, and claims AAMI closed on us despite the issues remaining unresolved.
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We have all the emails and can document where AAMI tried to force us to cash settle, but despite the pressure, we refused, opting instead to leave the claims open to ensure AAMI would complete the repairs to our home. The cash settlements they attempted to make were always significantly less than the cost of repairs. We still even have a large number of expenses they approved, yet failed to reimburse.
In one example, AAMI sent us a quote for a ‘deep clean’ and an offer to cash settle us for the amount of the quote to close the claim, yet the small print on the quote claimed the clean would be unlikely to work, and would not remediate the mould and chemical contamination (unsurprisingly). We refused, advising AAMI to take responsibility for ensuring our home was remediated from the mould they failed to get rid of (and in fact spread), and the chemical contamination they caused by using the wrong mould spray. Once we had refused, and asked AAMI to take responsibility for the decontamination clean up works themselves, they did nothing.
They did make some partial cash payments initially, but AAMI have failed to reimburse us for a large amount of expenses we incurred, and which they had previously approved. The mould issues AAMI made worse by missing them altogether due to inadequate testing, spreading the mould due to negligent handling and failed remediation, and mould they physically left in the house without even attempting to remove, despite being part of open claims, have yet to be remedied, and are AAMI’s responsibility to fix, as they are part of accepted claims.
Did we have “multiple claims” and were these “unrelated”?
Unfortunately, they are all separate claims because AAMI insisted we open a new claim for each area of mould found, despite them being from the same water ingress issue or even being in the same room.
Our very first calls to AAMI clearly request that the whole house be looked at in totality, not as a series of separate claims with separate claims managers and different assessors dealing with each independently. We voiced concerns in 2016 that this appears to be a whole-house mould and water ingress issue, and we were afraid mould would be missed by their piecemeal approach. We continued to voice these concerns directly to AAMI over the phone, in person, and in emails.
It was very clear from the outset the entire home had water damage and mould issues, as we began to see mould growing through the ceilings, floor, and plaster at the same time. But at $1,100 excess per claim, of course AAMI wanted all the claims to be separate! They had made thousands of dollars from us before works even began! And despite our begging that they test, assess, and remediate the entire house to ensure no unknown areas of mould may exist, they refused. Their own experts even recommended further testing and remediation, yet nothing was done.
AAMI were even asking us to open a 5th claim at the time they walked away from us, despite this being a water and mould issue from an area they had previously addressed and supposedly dealt with via their scope of works. We had only just opened a 4th claim they requested a short time earlier, after they found more mould in yet another room, but AAMI failed to do anything about it (even after their own assessor found physical evidence of mould and recommended testing and remediation).
AAMI state they “undertook emergency repairs as needed” is this true?
AAMI’s definition of “emergency repairs” is concerning – we identified the mould concerns and lodged our claims in August 2016, and they did not begin remediation until November 2016, doing nothing in the interim to isolate rooms, seal, or contain the mould-affected areas to ensure our family’s safety.
One room, directly across from an area of major mould concern, had a significant mouldy odour at the time the other rooms were tested, but AAMI refused to address this. Their expert did some basic testing for us given our concerns and the smell he too could identify, which showed high readings of mould in this room also, but AAMI refused to accept or accept or address these concerns. They even received a report from one of their own experts advising physical evidence of mould had been found in this room – only a short time after their remediation and shortly after AAMI declared the whole home safe. And despite this being a room where a young child slept and played, AAMI did not address this issue, they ignored their own report’s recommendations to seal and isolate the room, and worse of all, they withheld this report from our family. We were left to discover for ourselves that our child had been sleeping in a dangerous and mould-affected room, after AAMI had told us it was safe, and 7 months after I first asked for this room to be investigated. AAMI again asked us to open yet another claim for this issue, which we did, yet they did nothing. Not one attempt at mould removal or safe remediation has been made on this accepted claim.
AAMI only rushed to the house to repair all the holes in the ceilings and walls in March 2022 after learning A Current Affair were looking into our story. These holes had been there since 2017.
Was it a “minor mould issue” as AAMI claim?
This statement is very clearly untrue, and even if it were, it is like saying “just a little bit of asbestos”.
Even the most miniscule amount of mould spores is toxic and dangerous to health, and can easily spread if not managed appropriately. In any case, the toxic mould infestation at the home was significant. AAMI’s own expert assessor was clearly shocked by what he was seeing and the mould readings he was getting when he first attended to investigate, and when Leza asked him how bad it was, he replied “do you have anywhere to go tonight?”.
Is mould “very minor” when it is so bad that thick black mould spores begin growing through ceilings and floorboards? The mould was described as “thick and visible” and “black mould”. That isn’t “very minor” mould, and we are shocked AAMI would try to minimise the issues faced in this way. There was mould in our home, and AAMI failed to fix it; in fact, they made it worse. That is what we wish AAMI and Suncorp would focus on.
Is AAMI’s statement “there was no evidence of mould remaining in the house that related to any of the insurance claims made by the Ashfords” true?
No this is completely false. AAMI’s so-called experts undertook their mould remediation in 2016 and shortly after AAMI told us the home was safe and mould-free, even though their own reporting was returning elevated readings, and physical evidence of mould continued to be found. Since this time AAMI have continued to incorrectly insist the home is safe and free of mould, showing that both their mould remediation experts and their reporting cannot be trusted.
AAMI only admitted in March 2022 that there may be mould at the house, but went on to say that if there is, it is not their fault. Why did AAMI change their story after nearly 6 years? Because they got caught out! Phone calls and footage recently captured reveal AAMI briefed their own builder on the mould risks of the property, instructing him to wear PPE including a full respirator mask before going into the house due to the associated health risks of mould present. This occurred after telling our family since late 2016 the house was mould-free and completely safe for us to live there. AAMI even went so far as to change their court defence to reflect this new excuse of theirs after being caught out.
Testing undertaken by AAMI themselves shortly after their remediation show elevated levels of airborne mould in the exact room they had only just remediated – indicating the mould was worse after they removed it than it was before their works began (this has been proven to be due to the unsafe manner in which they treated, handled and removed the mould).
We engaged an independent mould specialist, provided no background on the house whatsoever except to ask for testing to be undertaken, and the results speak for themselves. This report confirms dangerously high levels of mould remain, with tests at the property showing “Elevated” to “Extreme Contamination”, and an airborne rating of “Extremely High”.
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These results are to be expected following the unsafe manner in which AAMI undertook the mould management to begin with, and considering no further remediation took place despite further occurrences of more physical evidence of mould being found in the home shortly after this time.
Following these subsequent findings of confirmed mould, did AAMI engage in further remediation? No, they left the mould there, and tested and tested to try to prove the mould is ‘within safe levels’ (although The World Health Organisation advises no level of exposure to mould can be considered safe for health).
AAMI has stated “our experts have advised that any mould now at the house is unrelated to the insurance claims but is rather caused by design and maintenance issues with the house”. Is this true?
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Again no, and AAMI are really desperately scrambling here to even suggest this.
Between late 2016 (following their one and only attempt at mould remediation) and last month, AAMI had been steadfastly advising that there was no mould at all, and the house was completely safe following their remediation works. After being caught lying about this evidence and sending their own builder to the house in protective safety gear, they issued a revised statement, and changed their defence for the courts.
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It is extremely important to note that AAMI failed to follow even the most basic safety protocols after the mould was first found, investigated, and our claims accepted. They did not isolate or seal off the mould affected rooms or areas. They did not use plastic containment screens, which we later found were a standard safety requirement. They told us to “just open a window” when we raised health concerns regarding being exposed to the mould in our home for so many months whilst we awaited their remediation works.
When they finally attended, months later, they cut out and removed mould affected building materials, without any of the required dual zip-lock plastic screens. They did not even close the door to the room they were working on, nor the doors to other rooms in the house (not even those within close proximity). I was later told they dragged mould-affected building materials and contents through the house, uncovered. After using the chemical mould treatment I had asked them not to use, they then placed an air dryer in the room and left it running for 5 days, 24 hours a day, again with the door open and no containment screens.
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Anyone with even the most basic knowledge of the dangers of mould understands the need for safe and responsible mould remediation. AAMI’s was neither. On another occasion, they inspected water-damaged carpets, and advised verbally and in writing the carpet was non-salvageable due to visible mould and water damage, and would need to be replaced. They then left this wet, mouldy carpet untreated for months, then simply returned to steam clean it, not remove it as they originally advised would be required.
It is very convenient for AAMI to wash their hands of the issues that now exist in many areas of the home and claim it is ‘maintenance’ – especially when it is their negligence that has kept us out of our home for so long! Whilst we lived there our home was immaculately cared for and maintained. Their own expert reports confirm this. We haven’t been able to return since early 2017 because of AAMI’s actions. For AAMI to claim maintenance and design issues as the cause of the mould at the home is a cop-out. AAMI failed to safety, responsibly and adequately seal and isolate the mould-affected areas. They failed to remove the mould, and failed to protect other areas of our home and contents due to their negligent mismanagement and handling of the mould. They even failed to address known areas of mould contamination, despite them being part of open and accepted claims. And any mould that didn’t exist before and exists now sits squarely on their shoulders due to their extremely careless management of the initial mould claims and their failed remediation.
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AAMI had a totally manageable mould claim to deal with, and messed it up so badly there is now dangerously high mould readings throughout the house.
Physical evidence was later found – by AAMI’s own experts and by an independent builder – after AAMI declared “there was no evidence of mould remaining in the house”. They failed to address these concerns, and failed to consider the house as one claim, as we had been asking them to since 2016. Even after these mould issues were discovered, AAMI failed to follow their own recommendations and did not undertake any further remediation at all, despite us asking to open yet another claim for this area and accepting the claim. So, is it any surprise the house (as a whole) still has a dangerous mould issue?
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A specialist mould expert has assessed the home and advised “the cause is failure of sufficient remediation and breaching of containment” as the reason why the house still exhibits dangerously high levels of mould. This was AAMI’s failing.
Are salicylates “naturally occurring”?
Yes, they are, but as AAMI knows, Leza is highly allergic to salicylates, regardless of their form. The fact salicylates are “naturally occurring” makes no difference at all, just in the same way that someone with a peanut allergy is still just as allergic to “naturally occurring” peanuts.
Leza has spent her life avoiding salicylates, and her allergies have been stable for many years because of this extreme avoidance. Let’s not allow AAMI to muddy the waters here by listing all the common products salicylates are found in (all of which are excluded from her diet). The fact of the matter is that we told AAMI Leza is severely allergic to salicylates; we told them not to use anything containing salicylates in our home; they promised not to, then they went ahead and used it anyway. Leza then got sick. They acknowledged all this, yet they failed to take any steps to fix the damage they caused. And they are still refusing to take responsibility for their negligent and reckless mismanagement.
Has AAMI’s “independent expert testing at the house confirmed there is no salicylate contamination”?
No, and that is because there is no expert or even any accredited testing for salicylates at all.
Various places will offer volatile organic compounds (VOC) testing services to measure if there are any toxic compounds in the air such as formaldehyde from furniture, or methylene chloride from paint. But the people AAMI are relying on to advise there is no salicylate contamination in the home are the very same people who adamantly advised there is no way to test and measure salicylates in the years prior, yet have now suddenly provided this “expert report”.
Clearly there has been salicylate contamination, because Leza suffered an allergic reaction as soon as we returned home following their remediation, and continued to do so with any exposure to the house or contents (even cross contamination from items). Medical evidence has documented this and attributed Leza’s reactions to the mould spray used, which contained salicylates.
It is important to note here that AAMI tried very hard to cover up this issue, which should ring alarm bells for anyone reading this. AAMI knew Leza was severely allergic to salicylates, and were told not to spray. They advised they had to in order for our claim to be accepted, but they would not use any products during their treatment Leza is allergic to. After Leza got sick, we assumed it was due to salicylates being inadvertently used in our home, and sought clarification from AAMI. We were then told, in the following order:
1. They did not spray any chemicals whatsoever
2. They only water and a damp cloth to remediate the mould
3. They later changed this to say only soapy water was used
4. Once caught out in this lie, AAMI said they only sprayed a little bit of chemicals, but they were not sure what it was I am reacting to
5. They didn’t spray any chemicals at all
6. They then stated they did use chemicals, but didn’t spray, and advised that Leza couldn’t possibly be allergic to it
AAMI also failed to cooperate with providing information about the solution they used. For months, AAMI continued to state “they didn’t know what Leza was reacting to” yet internal documents recently uncovered prove AAMI knew they had used a salicylate-based solution within days of the treatment, and yet they failed to share this information with us or Leza’s treating doctors for a full 14 months. Even when Leza’s doctors were asking for information so they could better treat her, AAMI continued to lie and maintained the pretence of not knowing, when they knew all along.
They even advised at the time they could not remediate the allergen, as they had no idea what I was reacting to – yet the whole time they knew, and simply failed to admit it, and failed to act to clean up the mess they made.
Does AAMI’s “expert evidence” confirm there is no salicylate contamination?
Again, no. Without any form of being able to test for this, you need to look at the facts. Scientific and medical conclusions have been drawn from these facts, and our experts have very clearly stated it is entirely possible for there to be salicylate contamination in the home, despite the fact they can’t test for it.
This is because we know AAMI used a salicylate-based treatment, despite being told not to because Leza is severely allergic to salicylates. Exposure to this chemical fumigation, which AAMI caused, made Leza very sick. Medical experts provided remediation recommendations to AAMI many times, as early as 2017, all of which which AAMI ignored. They admitted using the wrong spray, they knew Leza was severely allergic to it, they acknowledge she fell ill from it, yet they failed to take any responsibility or make any attempt to remediate it. Instead, they have engaged an hygienist with links to the insurance industry to report there is no salicylate contamination at the home, despite there actually being no accredited testing for this. AAMI cannot “confirm there is no salicylate contamination” if there is no way to test for this.
Instead, we have to look at the undisputed facts. AAMI know and admit a salicylates-based chemical treatment was used in our home, they know and accept Leza suffered severe and ongoing allergic reactions to it, and they know they have failed to clean it (or make any attempt to do so). Medical experts have advised that Leza could die if she returns, as even the most minute concentration (which are likely to remain in the home following their treatment) is likely to cause anaphylaxis. So – without cleaning – and without testing – how are they are willing to state the home is safe? Especially considering they know Leza already almost died because of their actions?
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AAMI mention their experts. They have continually appointed new experts, rather than simply investing in the required repairs. We are sure that if they followed the steps for remediating our home recommended back in 2017, we would safely be home by now. Instead, they have spent more money on trying to ‘prove’ the house is safe, than it would have cost them to simply repair the home to safe levels. And, as per our policy, if AAMI cannot safely repair the home, they are contractually obligated to rebuild it.
AAMI state their exert reports confirm there is no salicylate contamination. They are basing this assumption on the volume and method of the product AAMI says they used at our home, yet we know that AAMI have been quite ‘flexible’ with the truth in this regard (ie: they have lied). They have changed their story so many times, and they have not shown themselves to be trustworthy or honest when discussing their use of this chemical treatment at our home. Yet AAMI are still willing to confidently assert that there is no salicylate residue in the home, despite their liberal use of the product that they know Leza is allergic to, and that they know she reacted to, and that they have failed to even attempt to remediate?
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AAMI’s report discusses toxicity of salicylates but fails to address what might occur with exposure to a person with known salicylate allergies. They even state the salicylates in the product are food grade, and commonly found in food, yet fail to note Leza is highly allergic to salicylates in food too. Individual susceptibility has to be a factor taken into consideration, yet they continue to ignore this. Salicylates may be low risk to most of the population, but to someone with severe salicylate allergies, any exposure is extremely high risk. Which is why we told them not to use it. It is not an acceptable defence to say, “but salicylates are fine for most people”. Salicylates are not fine for a person with severe salicylates allergies, and AAMI were negligent using such a product in our home after being told not to. No number of reports will change the face they admitted doing this. They are simply just failing to accept responsibility for it.
The report AAMI are relying on to give medical information advising it is supposedly safe for Leza to return home in its current state even states that the hygienists authoring the report “are not medical professionals therefore unable to provide meaningful comment on the allergic reactions allegedly suffered…..”, yet they go on to provide medical advice about the safety of her returning to the house! (note: Leza’s allergies and reactions are not ‘alleged’, they are real and documented by multiple medical sources). This is very reckless. Especially considering the report then goes on to state salicylates are present in a number of commonly consumed foods and ingredients, and lists a table full of readily available fruits and vegetables – all items which are completely and 100% excluded from Leza’s diet due to her severe salicylate allergies. It is astounding that they could be so ill informed and yet still so confident when falsely claiming the home’s safety.
AAMI’s report also states there are no meaningful or accurate methods of determining the timeframes salicylate residue is likely to remain present in the home. Yet a highly regarded specialist respiratory physician (who has actually examined me and sought my medical history) states they are of the view that I should never return to the home in its current state, “as exposure to even the minutest concentration of salicylates, which I believe would be almost certain, would result in an allergic reaction including an episode of anaphylaxis. The latter condition carries a significant risk of death”. How could AAMI risk Leza’s health and life in this way? She already nearly died because of their negligence. It is astonishing and reckless in the extreme for AAMI and Suncorp to even suggest she return when they have failed to even attempt to remediate the home of the chemical contamination caused by them using the wrong treatment, and are trusting a hygienist’s opinion over documented medical evidence. This speaks volumes for their care of their own money over the safety and lives of their customers.
Did AAMI pay for “temporary accommodation for 15 months?
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It is difficult for us to keep track, as AAMI cut us off and reinstated us and then cut us off again, refused to assist us to secure accommodation even when they were covering us, and then failed to supply remittance notices for reimbursements, even when we repeatedly asked for remittance notices to be provided.
We were first cut off from temporary emergency accommodation in April 2017, after only 3 months, despite our home repairs not being complete. We were then reinstated in August that year and accommodation costs were covered for another 8 months before again cutting us off again, despite AAMI’s communication to us promising that they would cover accommodation costs until our claims were resolved.
We are now around 80 months into our claim. AAMI are obligated to cover us in temporary emergency accommodation until our claims are resolved and we are safety returned to our home. They promised us this in a letter in 2017. If AAMI’s statement is correct, that means we have been self-funding our own accommodation for 80% of this time, despite this being fully covered under our policy. This is yet another failing of AAMI, but they are claiming it as something to be proud of.
Recently uncovered documents showed the abhorrent way AAMI handled our temporary accommodation even when they were covering us, failing to provide “like-for-like” accommodation, refusing to agree to long-term rentals even though they knew our home was a long way off being repaired, ignoring requests for help when we couldn’t secure accommodation given the short notice provided, leading to frequent moves. In one example, AAMI knew they were going to “cut us off” well in advance, but internal documents show AAMI staff discussing their agreement for no one to tell us until our accommodation was actually cut off – placing us in terribly distressful and precarious position in terms of our housing stability and security. All this is evidence of AAMI and Suncorp’s game-playing tactics, designed to pressure and hurt policyholders already in a vulnerable position.
AAMI state “We are defending the legal proceedings commenced against us as claims payments are a factor impacting the cost of premiums for all customers”.
Wow! Let’s repeat this one: “We are defending the legal proceedings commenced against us as claims payments are a factor impacting the cost of premiums for all customers”. So, what AAMI and Suncorp are saying here, is that policyholders must shell out premium payments, on time and regularly, sometimes for a lifetime, yet when it comes time to make genuine and valid claims, AAMI and Suncorp are going to fight against these and defend them in court to avoid having to pay out valid claims? Because paying out claims impacts upon the costs of premiums for all customers? “Paying claims” ……. the entire reason insurance companies exist …… is what they are fighting here.
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So quite clearly AAMI and Suncorp want to take our money, yet not have to do anything in return. And when they get caught out lying and bullying and covering up the truth as they attempt to wriggle out of their obligations, they will pay the exorbitant costs of seeing it through all the way to court (and likely through an appeals process when they lose) for years, simply because they don’t like making valid claims payments?
We cannot believe AAMI and Suncorp are suggesting our family needed to be displaced from our home for nearly 6 years, with no belongings or security, whilst in ill health, while their big corporation fights us in the interests of their company keeping premiums low? AAMI and Suncorp, we suggest you do your job, and employ professional experts who know how to follow basic mould remediation safety protocols, actually safely and fully remediate the home, and train your claims managers to be customer-focused and not view every customer as the enemy, because this suggests a truly disgraceful culture and a very questionable business model. Everyone knows your obscene profits net the CEO and leadership team excessive bonuses, yet you are seemingly willing to accept these at the cost of destroying an innocent and honest family?
AAMI’s lies in their statement to ACA, and their recently changed defence (to suit their ever-changing story) may make some of you angry, but for us the lies are heartbreaking, as it means time and time again they are caught out willingly exposing our family to horrendous risks, yet not being held accountable. Yet they just don’t care, because there is no one to hold them to account. This no longer seems to be about the merits of our valid claim and completely supported case, it seems to be a power struggle where AAMI and Suncorp are flexing their financial muscle over a young family, trying to force us to walk away from everything we own, simply because they refuse to do their job. In 2018 ASIC slammed Suncorp for the “serious deficiencies” in their claims handling of the 2016 Wye River bushfire victims, putting them through significant additional trauma, and we feel nothing has changed.
AAMI have spent more time, effort and money trying to get out of their obligations to fix our home than it would have cost them to simply do their job and repair the home in the first place. They have proven to be disgracefully manipulative and reckless. Our family has suffered because of AAMI and Suncorp’s failings for nearly 6 years. It is time for them to remedy their mistakes and fix our home. That is all we have ever asked for.
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