8,285 reviews
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Subject: Two Weeks Waiting – Unacceptable Service It has now been two weeks, and I still have no resolution from Youi. This level of service is completely unacceptable. I lodged a comprehensive claim for windscreen and sunroof damage caused by rocks from a truck. After contacting Youi, I was referred to O’Brien Windscreens — but I then had to wait… Read more
two days because Youi failed to send them the required information. I had to chase this up myself. Days later, O’Brien advised they were still waiting on Youi to provide the sunroof details. Once again, I had to follow this up. Eventually,Youi sent the information through to O'Brien's . Then I was told by O’Brien's they cannot fit a Volvo sunroof. I informed Youi, and instead of taking responsibility, I was told to find a Volvo dealer and get a quote myself — doing the job Youi should be handling. I live over an hour away from a Volvo dealer, I am 66 years old, and I work full-time. I cannot keep taking time off because of your delays and lack of action. I went ahead and got the quote anyway. Now, one week later, still nothing. So explain this: if the repair was already approved for O’Brien, why am I now waiting for an assessor to reapprove it? Why was I made to get a Volvo quote at all? I was told three days ago an assessor would contact me that afternoon or the next morning — that never happened. I have called every single day this week and keep being told it’s “waiting on the assessor.” Today alone, I have called three times with no response. This is beyond frustrating. It is clear I am the one doing all the chasing, all the organising, and getting absolutely nowhere. After years of paying premiums, this is the service I receive — delays, excuses, and no accountability. I am left chasing my own claim and jumping through hoops just to get my car repaired. This is not acceptable, and it needs to be resolved immediately.
Requested a quote for my Stinger, after answering all questions for quotation…it was significantly higher than what quotation was with my current insurer. Quotation was only given verbally over the phone, Youi never bothered to send to me a written quotation. YOUI IS POUI Show details
Unprofessional, immature and unbusinesslike customer service. You will talk to a 12 yr old who complains a lot and can't explain anything. No policy in the mail. Bad luck if the email with many attachments falls off the computer. You will have no evidence of a policy. A tortuous experience. Followed up by a call from youi complaining about this… Read more
review. The person had no idea how to comunicate and reinforced my impression of the unbusinesslike nature of this company. This was followed up by a complaints review - unread and deleted. Staff are unfit for the job.
Reviews with attachments
From the very first phone call, I was put in touch with incredibly helpful people who guided me through the whole process with exceptional courtesy and efficiency. I would definitely recommend YOUI to anyone, not just family. Thanks for your exceptional service. Regards, Ken Smith Show details
Liz was great with getting an assessment for my car and letting me no that I would not have to pay excess , For the insurance company thanks to young guy for being so nice and Liz from youi keep up the good work.only been with youi for 2months Show details
- +2
I had a very good experience. Customer service team were professional and prompt. The entire repair time to have my car back in my hands in new condition was less than 2 weeks. I am very pleased with the process and outcome. Thank you. Show details
- +2
A claim was made by one of your customers who had hit my car while I was not there and my hushand was driving. She had not looked going through a round about, resulting in our Toyota Kluger Grande being deemed a write off. When you client would not make a claim you were kind enough to contact her and ask her to do so, which she did. We we provided… Read more
with a hire car so our son could continue getting his hours up to get his licence as he is starting university an hour a way soon. We had that car for 4 weeks. The payout settlement was nothing spectacular but much more than we expected. The customer service provided by Maree was outstanding! She was so happy and cheerful on the phone, extremely helpful and explained everything every step of the way, making a stressful situation far less stressful. Thankyou Maree and the claims team for such a positive experience
I can't thank YOUI enough for how incredibly easy they were able to organise my claim after my car was rear-ended in early February (2026). I also had forgotten to book a rental car in advance on the day I dropped off my car for repair. I was worried I may not be able to get a rental car at short notice, but with the help from Tim at YOUI,… Read more
after communicating with Hertz, I had a car within half an hour.
I can't thank YOUI enough for such great efficiency. One of the best decisions I've made in recent years was choosing them as my car insurer.
I was involved in an unfortunate accident with a Kangaroo on the morning of the 11 March '26 at 1:20am. Fortunately, I believe he/she managed to survive it, but can't be said for my car. I lodged a claim with Youi on their app at around 11:00am. No more than one minute passed before I received a call from a customer service agent, who then swiftly… Read more
arranged for my car to be assessed the following morning. This morning I took it in for assessment at 9:00am. I have just received notification of the claim being accepted and the car can be booked in for repair. That is terrific service, greatly appreciated and no red tape to deal with.
Had a fantastic experience with Sierra today! She was very polite, patient and accomodating to finding the best deal on my car insurance. Previously I have been with AAMI which has historically given me a great rate for my car. Sierra went out of her way to assess how to bring my premium down, was patient with me checking in with AAMI, and… Read more
provided a call back later at my time. Sierra was able to provide a better product that AAMI (third party fire and theft with $5k cover for my car (which is enough) at approximately $60 cheaper than AAMI! $60 cheaper sure beats the loyalty tax I was paying with AAMI for the last 4 years. I hope Sierra is provided some commission for her outstanding customer service skills, including being empathetic to my current financial circumstances.
⭐⭐⭐⭐⭐ I rang Youi today to add an L-plater to my comprehensive car insurance and honestly expected the premium to skyrocket. I was pleasantly surprised to find that not only did it cost very little to add the extra driver, but after the consultant reviewed my details my insurance actually decreased by $80. The service was excellent, the assistant… Read more
was helpful and thorough, and the price was brilliant. A really positive experience and great value for money.
There was a minor accident while parking and Youi insurance took care of the claim very well. I would like to specially call out HAWKESBURY ACCIDENT REPAIR CENTRE who did an amazing job and the car looked like new. Though there was a slight delay due to the delivery of an additional part but when I looked at the professionalism and the way they… Read more
handed over the car, I am ok to excuse the delay. This was my first claim ever and they did a great job, thank you!
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The service was processional and caring and very quick and only been with youi since March Show details
The service was solid, but what really made the difference was Emily. After I submitted my details, she gave me a call almost straight away. She was easy to talk to, knew the product inside out, and explained things clearly without any fluff or pressure. It wasn’t just a sales call. She actually helped me understand things I wouldn’t have picked… Read more
up on just reading online. Her approach was calm, thorough and professional, which made the whole process really smooth.
Coming from a service business myself, I respect that kind of effort. I had my certificate of currency within five minutes and everything just worked the way it should.
On price, it stacked up well too. Even after factoring in the online discount, it ended up 25 dollars a month cheaper than my old policy and included roadside assist.
Because of the service I received, I’ll also be moving my second car policy over to Youi.
I've been a long-term sceptic of insurance, car, home, travel or life, but certain things are required at certain stages of life. Today, I went shopping for comprehensive car insurance for a new Tesla Model Y. I was not hopeful as I stopped buying comprehensive car insurance some 15 years ago, meaning I don't hold any no-claim bonus ratings....I… Read more
tried all the big names, Allianz, QBE, NRMA, Zurich, Budget Direct, Coles, Woolies, AAMI.....all had exorbitant premiums ranging from $1640 to $2400 per year...even with a $1200 excess. Completely by accident, I filled out a quotation from YOUI, and a representative called me. You see, I Googled NRMA, and the search yielded YOUI at the top of the page. It said. "Start a Quote" so I did. Lo and behold, a very pleasant person called, and enquired, "I'm ringing you about an online quotation, may I assist"? Well, after a most engaging conversation, I was given a quotation that was easily the best of the previous bunch. Without giving too much away, it was around $250 under NRMA (the next best), and I'm a 50 year Gold Member! Now I know why my son is with YOUI. Note, photo is my test drive car, but my one comes in a week!
After experiencing a stressful car accident, I was initially overwhelmed by the claims process. However, Youi turned what could have been a nightmare into a calm and well-handled experience. Their team was professional, responsive, and genuinely supportive throughout the entire process. From the first call to the final settlement, everything was… Read more
clearly explained and handled with care. I truly felt looked after. Thank you, Youi, for making a difficult time feel manageable and for going above and beyond.
Youi is simply the best – I’m incredibly grateful for their support and service.
Car was damaged at the repair shop Youi appointed to us(only option). When complained, Youi refused and blamed on us as the normal tear and wear, where the damage was clearly marked new and fresh. It took them 6 weeks to respond. It seems the company does not care much about their customers, and they pick dodgy repair shops with sub standard workmanship for better financial gain. Definitely not recommend. Show details
YOUI tried to scam me last year my ctp was $331 this year it jumped to $580 so I done a compare website with all my details an YOUI came back with $431 I contacted them an was told no $580 no help at all anyways I found it for $390 so happy days. Update i put in a complaint an I was told they don't have to honour the quote you get from them on a… Read more
comparison website so shop around people i saved $190 not using YOUI they are over charging an don't care I'm a pensioner an they think $250 a 75% increase from last year is reasonable total scammers stay away from YOUI
Latest follow-ups
Youi has failed to abide by their own Product Disclosure Statement (PDS) in a recent hail damage claim. Youi has failed to provide any Repairer that can undertake the repairs required. Youi has failed to provide a reasonable and adequate value to repair the vehicle using current industry provided quotations. Show details
Follow-up · Youi still continues to be obstinate and fails in delivering an insurance claim Matter taken to AFCA
Ridiculous policy quote for returning customer – After missing several payments due to ridiculously bad payment scheduling, another insurance company cancelled my policy. They preempted my cancellation by a day. I went to Youi to gain a quote as a result. [Name Removed], the consultant, was both… Read more
friendly and helpful. I was however, quoted in excess of 300 dollars per month to insure my 4wd. This was despite no insurance claims in 12 years, zero at fault claims ever, and an impeccable driving history. [Name Removed] advised me that this is due to a penalty imposed on me by Youi regarding my previous insurer, despite the cancellation being their own fault!
I STRONGLY disagree that someone who gets stuffed around by a company, should then be penalised for being stuffed around, by the next one- this is absolutely ridiculous. Youi, I have been a returning customer of yours for years. Let me assure you, that loyalty has ended. It appears that your morals and my own have diverged in a fundamental way. It also makes me seriously wonder what other surprises your policies contain.
For reference, I have switched to RACQ, whose policy has better cover, less excess, and more inclusions, all for significantly less than half the monthly premium- THIS IS NOT AN EXAGGERATION.
Follow-up · The penalty was never explained to me, but was advised as a monthly fee that raised my annual policy to the vicinity of 3700 annually. I balked at the price and service and went elsewhere, so cannot vouch for any other policy surprises. The cancellation occurred with Shannon's Insurance. I took out a new policy with Shannon's and they changed… Read more
All good but had to decline ONLY because they refused to do correspondence by mail instead of email. It seems they are unable to go the extra yard in that regard. Show details
Follow-up · I would have gone with YOUi id correspondence by mail was possible. All was good until that final point.
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Positive reviews
Well I can honestly can't believe how much I saved by going to Youi, I double check everything & it was good I will certainly try and match all my insurance needs with them in the future Show details
Customer service was excellent, never had to wait to speak to someone when i called, everyone was very helpful and able to answer my questions. It did take quite a while to get the repairs approved to proceed >2 weeks from receipt of the quote, other than that it was all good. Show details
I had a really seamless experience with Youi car insurance. The call was quick and easy, I was able to share a witness Facebook photo, and they booked me in with a repairer straight away. Everything was organised within a week, including a loan car. Very smooth and stress-free process Show details
Negative reviews
The initial responsiveness and communications from Youi was very good. The location of the repairer was unacceptable. I live at Manly and I was given a choice or a repairer at Condell Park or Marrickville, at least a 50min drive each way. This drive had to be repeated three times eg for assessment, drop off for repair and then pick up. When… Read more
I arrived to pick up the car after repair I was taken to my car in the pouring rain to review the work. Just try inspecting new paint in the rain, and see if you can assess it properly. I got soaked having to get on my hands and knees to inspect the repairs underneath the car. After all this I pointed out that the repair was not done properly (an incorrect trim colour, black not silver had been fitted) and I was left standing in the rain while they went off to investigate why the repair hadn’t been done properly. The repairer apologised and said they will get the correct trim in and I can just “drop by” to have it fitted. So this will mean a fourth trip of around two hours to get a piece of trim replaced that should have been picked up as incorrect during the ordering process or at least at the quality control stage of repair.
Youi may be cheap but l’ll be shopping around next time to select an insurer that provides choice of repairer.
Terrible experience talking with an idiot guy from Brisbane call center over a claim. Act like he knows everything, in fact he's a scammer. Sorry to say for all youi customer, avoid them for your own good. There are still many good insurance that really care and value your money and time. Show details
The worst of the worst....they were so dismissive and unhelpful when I was involved in a car accident that wasn't my fault. They played me around at first only to tell me they aren't able to help me. I changed providers at the speed of light. Avoid them at all costs! Show details
Recent reviews
I recently called Youi to review my car insurance policy, and the experience was excellent. The staff were easy to talk to, helpful, and took the time to explain my options clearly. They also gave me one of the best deals available for my policy. Overall, it was a smooth and positive experience, and I would definitely recommend them to others. Show details
After receiving a number of quotes for my Caravan last year I decided to go with Youi. They were good until they weren’t. Another company was recommended so we changed. I then noticed that Youi had automatically taken $ from my credit card and renewed my policy without my approval aa well as increasing the cost by an additional $100. By the time… Read more
I noticed I had two policies I called them up and it took about her 30 mins going from one team to another and a hundred questions to get a refund. They then offered $150 discount stating I was an important customer (even though they increased my cost by $100 without me knowing). When I still asked for a refund they took $30 fee for cancellation and deducted the days from start of policy even though I never agreed to renew or go on auto payment. Criminal. Frustrating.
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