@AAMI @homerepair Jan: roof started leaking so we opened a claim. Someone was sent to do what's called a Make Safe: basically a temp fix to stop your ceiling from filling up with water when it rains. After a failed first attempt, the same guy came back and drilled about 30 holes in my ceiling.

April: received a report stating we complete 2 maintenance items - clean away leaves and twigs and repair the seals that had worn around the leaking area. We requested to have the assessor do the repairs to ensure the items were done correctly.

The guy who did the report said, "Just call the office and book it in". However, no one answered the calls and voicemails and emails went unanswered.

We had no option but to outsource and called numerous roofing companies only to hear the same message over and over, "Sorry, we’re not taking on anymore work right now.” Finally, after months of searching we found someone to do the work and booked them in.

June 28th: maintenance work was completed. @aami was notified and was sent photos of the completed work. They passed the details along to @homerepair who then scheduled 2 things for the final week of July: moisture check and building repairs.

I'll take a moment here to reiterate how long water had been getting into our ceiling: ceiling filled with water in Jan before the Make Safe was done. Between then and the end of June when the maintenance work was complete, water continued to enter through worn seals.

One would imagine that after water getting into a ceiling for almost 7 months that it would be incredibly wet and take some time to dry. However, @homerepair booked the moisture check and repairs IN THE SAME WEEK.

July 26th: the moisture guys arrived at our property and set up several fans and a humidifier, telling us they would be back on Thursday evening to do another moisture reading. They arrived after 5pm on the 28th and, no surprise here, determined the ceiling was still very wet.

I informed the guy attending that the builders were booked for 7am the next morning. Taken aback, he told me that was unusual and normal protocol was to wait for the ceiling to dry and then book in building repairs. For us, these things were booked days apart.

To add insult to injury, it was after 5pm so I had no way to contact @homerepair or @aami to tell them to reschedule the builders. So at 7am the following morning the builders arrived. We informed them the ceiling was still wet but they chose to proceed anyway.

When they discovered the ceiling was indeed still wet, they packed up all their things and left, leaving my ceiling with a giant hole covered by a tarp, telling us that they would be back once the ceiling had dried properly.

At first we thought it would be as simple as that: just wait until the ceiling dried and the builders would be sent back to finish what they started. Instead, it was the start of @aami and @homerepair finding every excuse and loophole possible.

@aami sent out another assessor to redo the original maintenance report. The summary of this was essentially that we had lied and never completed the maintenance items/they were done poorly. The assessor also added several more required maintenance items to the report.

The additional items were not near the area that was damaged yet @aami and @homerepair insisted we pay more out-of-pocket expenses to complete these additional items otherwise repairs would not continue.

I contacted @homerepair to try to rectify this issue, explaining that the original maintenance items were, in fact, completed and the additional items were approved. I was told to simply 'send through the invoice for the maintenance work' and then we could move ahead with repairs

So I sent the invoice. Then I was told it wasn’t good enough and that I needed to provide a report from the person who completed the work in June. So we paid more money to have a report written up and sent that through.

While this was happening, one of the moisture guys came back to do a final moisture check and collect their equipment. Over 2 months had passed since the maintenance work was done by this time and the final moisture reading concluded that our ceiling was 100% DRY.

The moisture guy told me he would send his report off to @homerepair. At this point I was convinced building would continue. @aami and @homerepair had an invoice, a report, and photos of the repairs and now an additional report verifying maintenance stopped all leaks.

Instead, @homerepair took weeks to write up a report and then came back to tell us they still refused to complete the work. Their reason? The report from our maintenance guy and their assessor didn’t completely align.

To step back a bit, the original building assessment was done to determine what maintenance work was needed to stop the roof from leaking. Maintenance work was done and we have since received verification this work achieved this goal.

Yet @aami and @homerepair are using this as some kind of loophole to dig in their heels and not do the repairs my insurance pays them to do. Apparently they’re both concerned that water still might get into the ceiling.

I’ve reminded them that there was over 2 months between the maintenance repairs and the final moisture check. Between late June and mid September, we had A LOT of rain in my area. In fact, the BoM had this to say about the month of July.

To make it worse, every time I call @homerepair they say, “It’s not up to us, it’s up to your insurer” and @aami says, “We’re really sorry but we can’t do anything. It’s up to @homerepair”. Seems like a total cop out to me.

Finally, today I was told we could have someone reassess but that it would take at least 3-4 weeks for someone to find the time to do that and that, “they will probably reach the same verdict”.

@homerepair claims to be “a professional resource for your home repair needs” and @aami has a slogan, “we’re here to help”. What an absolute joke. Dodgy insurance - maybe something @ACurrentAffair9 would be interested in.

2 final things I'll throw in: 1. We have neighbours who have been dragged through the mud by @aami as well. 2. The builders were planning to use insulation that is below building regulation requirements - wouldn't have known if they had completed the work when scheduled.

@coding_love Hey Rachelle, I can appreciate your frustration at the delays with your home being repaired. We'd like to have opportunity to see if we can give you a hand. If you wish please DM us with your details, and we can start there. Thanks - Josh

@AAMI Unfortunately, we were told this several weeks ago when at @dougrathbone tweeted what I just retweeted. It got us nowhere. There's still a huge hole in my ceiling and you guys are continuing to make it impossible to get it repaired.