Nearly 6 years ago, AAMI accepted our mould and water damage claims, but severely messed up the mould remediation by using a chemical they knew I was allergic to, which I had told them they could not use. AAMI’s actions caused chemical fume contamination, destroying our contents and preventing us from safely returning to our own home. AAMI then walked away. Nearly 6 years later, myself and my family are still unable to return home, with AAMI refusing to take responsibility for the damage and loss they have caused.

After mould was found in our home in 2016, I contacted AAMI who investigated and accepted our claims. During this process, I advised AAMI that I was highly allergic to a chemical called salicylates. I made them aware they could not spray or use any mould treatment during their remediation works that contained salicylates, as the treatment, residue, and fumes would affect me. I briefed AAMI about my allergies over the phone, via email, and during on-site meetings, where on each occasion, I discussed my allergy concerns. AAMI promised they would research and only undertake safe mould treatment options, not posing any allergy risk. AAMI was so well aware of the seriousness of my allergies following these briefings that they placed my family and me into alternate accommodation whilst treating the house. However, some days later, I suffered severe allergic reactions when we returned home. For the coming months, I continued to suffer allergic reactions until I was forced to leave the house, leaving with only a small overnight bag of clothing. AAMI continued with renovations and told me they were looking into ways to remedy this mistake. Then after initially denying they used any spray treatment at all, claiming only water and a damp cloth was used, AAMI eventually admitted using a mould treatment containing exactly the chemical I am allergic to – salicylates.

However, it seems it all got too hard for AAMI who simply washed their hands of us in 2017, and abruptly walked away mid-renovation, despite us having a valid policy and accepted claims. AAMI left our home and contents damaged and contaminated, with exploratory holes in the walls and ceilings, extremely high mould readings, and dangerous chemical fume contamination. They cut off our temporary emergency accommodation, which is required under our policy, leaving us homeless (we moved 9 times in the first 18 months alone). AAMI failed to reimburse us for covered contents and agreed repairs, and we are significantly in debt. We have been intimidated and threatened.

Despite one doctor advising I am at “significant risk of death” from repeat anaphylaxis if I return to the house in its current state, with reports categorically stating the home is unsafe and unliveable, AAMI are insisting the house is fine for us to return, refusing to accept responsibility for the mould they failed to eradicate and for using a known allergen in my home. All they offered us to settle the claim was a “deep clean”, with the small print advising they could make no guarantee the clean would even work.

Our full story can be read via the link at the bottom of this page, but in brief:

• AAMI used a known allergen in our home, despite being told not to
• They initially told us they only used water and a damp cloth, only admitting to using a solution I am allergic to over 12 months later
• AAMI failed to safely test, treat or eradicate the mould, leaving our family in a toxic environment, causing disastrous health issues
• After AAMI advised all mould had been removed, they received a report confirming more mould was found in our child’s bedroom, recommending the room be immediately vacated and sealed off. Not only did AAMI ignore their own report, but they also withheld this information from us
• AAMI closed our claim mid-renovations, and left us without our home or contents, cut off from temporary emergency accommodation, and in significant debt

Everything AAMI are denying us is actually covered under our policy and was approved when we lodged our claims. AAMI are contractually required to return our home to its pre-loss state. Prior to this, I was able to safely live in my own home. Now, due to AAMI’s failed remediation treatment, and Suncorp’s inaction to resolve these issues, I cannot. Every time we question them on why they have walked away from completing repairs to our home, they have provided different and implausible excuses.

AAMI state they are in the business of disaster recovery, but in our case, they caused the disaster. Now they are refusing to fix it. We want to show AAMI the public’s support for our situation, and express our concern that this could happen to anyone with a valid policy during their accepted claims process. They are dragging us through a long and expensive court battle to fight for what is rightfully ours: our home. We have been living in limbo for nearly 6 years now.

Can you please help us?

Please help us resolve this situation which has devastated our family by signing this petition and voicing your concerns to AAMI and Suncorp. Together let’s ensure no other family ever has to go through what we have at the hands of their insurer.

More information on our fight to have AAMI and Suncorp complete our claim can be found at www.AAMIdestroyslives.com.au