Youi Car Insurance

First, I couldn't get a quote online. Youi had to call me, and then the interrogation was lengthy and repetitive. We are older, safe drivers. The end result for a 2017 car was $400 more than my current premium with AAMI. And that was with a higher excess..... I did not appreciate the process at all and had not had a similar experience with any other company. After 30 minutes I politely suggested we were not getting anywhere. Show details

Recent not at fault claim. Terrible communication from Youi. They literally sent me updates via email that said nothing to update and that was the extent of the communication. I emailed multiple times and used the message service through the app and text messaged the claims number provided. Zero reply or response from all three contact options. … Read more

They were great up untill the repairs started and then they pretty much ghosted me. I will be looking for a new provider when my policy comes up for renewal. Thats 2 cars, trailer and a house. Bye bye Youi.

⭐ 1 Star – Extremely Disappointing Experience with Youi Insurance I am extremely disappointed with the service I have received from Youi regarding my car insurance claim. It has been more than 20 days since my accident, and the entire claims process has been frustrating and poorly managed. Despite repeatedly contacting Youi through phone calls… Read more

and emails, I have received very little communication, no proper updates and no clear information about the progress of my claim.

I even had to spend almost an hour on the phone arranging vehicle assistance and towing. Despite having a confirmed booking, nobody arrived to collect my vehicle on the scheduled date.

The towing company later advised me that collection would depend on driver availability sometime during the week. After all these delays, I had no choice but to arrange to take my vehicle to Jackson Bros Garage myself.

My vehicle has now been with the garage for three days, and I still haven’t received proper confirmation from Youi regarding the assessment, repair progress or next steps.

The most frustrating part is that I have to chase Youi every single time for basic information. As a paying insurance customer, I expected better communication, coordination and support, especially during a stressful situation after an accident.

I am also without a vehicle and urgently need a hire car, but I am still waiting for a clear response.

My questions to Youi are simple:

* Why is there no proper communication with customers? * Why do customers have to repeatedly chase their own insurance company for updates? * How long should a customer wait without knowing what is happening with their vehicle?

Insurance is supposed to provide peace of mind when something goes wrong. Unfortunately, my experience with Youi has been the complete opposite.

I hope Youi takes this feedback seriously and improves its claims management and customer service. I would not want another customer to go through the same experience.

I have 4 car policies with Youi including 2 CTP. Purchased an additional car and shopped around online for insurance quotes. Got to Youi, spent my time answering their questions expecting a quote at the end like all others, but got to the final… Read more

piece and they requested my mobile number for a second time so I could be sent a PIN or SMS to access my quote. Of course no PIN (deceptive conduct?) but a sales agent called and I spent another 30 mins answering the standard questions I had just completed. Plus they had my other policies - not as though it was my first stab at car insurance! Policy quote was fine but the process to get there was beyond painful. I had to interrupt the sales agent at one stage and say ‘I just want my quote!’ Youi’s website and app are great but they won’t let the customer continue the online experience - everything ends with a phone call. I’d hate to think how difficult the claim process must be if this is how new customers are treated. Get with the 21st Century Youi!

Update as of 20.09.2026 For those with short attention spans, here is a summary: … Read more

YOUi customer service 5/5; Time taken to repair 4.5/5; and Quality of repair: 5/5. A couple of days after the accident I received a text indicating the damage will be assessed in 8 days and if repairs are approved then I'll be advised of where that will take place. I have never dealt with an insurer this way and have no idea of the process. Yes it was nice to be texting with the insurance company, but I couldn't get my head around the fact that my car would sit in a lot for over a week before being assessed, let alone repaired. In the scheme of things the damage was mild to moderate. I replied to the text asking why the 8 day delay? Are the assessors that busy? Later that day I got 2 texts. The first indicated that the assessor booked for the following week had been cancelled by YOUi. The second informed me that another assessment was now booked for the next day. The car was to then taken to the repair shop and 9 days later I picked up the car (Toyota Yaris). The repair was excellent. In case you didn't get the memo: EXCELLENT. While chatting with the repairer, he made clear that repairs to established brands like Toyota, Mazda and Kia are straight forward, with car parts both readily available and are cheap. But if the car damaged is a new brand or worse, both a new brand and electric, parts are relatively expensive and not widely available. Great to know as I was so close to buying a Chinese made electric car. The damage to my car was the bumper and one door panel. A better job could not be done! First class job it was. From accident to collecting my car took 11 days. I am very happy with the workmanship and with YOUi staff interacting with me. To be safe, if you join YOUi and make claim, don't just accept texts. Read them closely, if something is unclear, clarify the matter with YOUi. When I did this, ie spotting an error in the assessment date, the process was moved forward and I got my car back a week sooner than was planned. Of course I do not blame the YOUi reps I spoke to, Calina and Edgar, for the wrong assessment date first given to me, as many steps in the repair process are automated. =============================== ============= Update as at 06.09.2026: Yesterday I posted about YOUi's renewal process, mentioning that I only signed up with YOUi last year and to date have not had an accident, so I cannot comment on the claim process.

What a difference a day makes.

Today I had an accident. No injuries, low to moderate damage to the Toyota. Online I saw that to claim I need to complete a form with multiple details eg policy # etc. Like most folk, I do not know my policy # by heart. So I called YOUi and gave my car registration. Edgar who picked up the phone was very polite and helpful. He said to call from home to complete the claim process. He arranged for a tow truck to collect the car and offered a reimbursement of up to $100 for a taxi or UBER from where the car is dropped off by the tow truck driver. Being a Sunday the car is taken to a holding yard pending it being taken to an assessor at a later date. The tow truck driver Paul was a pleasure to deal with: polite and kept me updated on his arrival time.

When I got home I called YOUi and spoke to Calina. Like Edgar and Paul, she was a pleasure to deal with. We went through standard questions and she explained the claims/repair process before confirming how I would like to be updated over time eg SMS? Email? Phone calls?

So far, so very good. Now my hope is that the assessment takes place soon; that the repair is completed as quickly as possible and I get the car back in two shakes of a lamb's tail. ==================

Update as at 05.09.2026: A year is almost up since I first signed up with YOUi. I can't say how good or bad they are in regards to claims, because I made no claims during the year, as I had no accidents. Recently I received the renewal notice: premium for 2026-27 is up 11% and so is the standard excess. But the excess for glass damage is 4x what it was. Before deciding on whether to stay with YOUi, I will need to check out the competition. What I did not like is that amongst the renewal paperwork there was mention that the policy will be renewed on expiry and I will be debited automatically. If I do not want that to take place, I must call YOUi. I get that YOUi may think it's good practice to offer a renewal and an automatic debit of the customer's credit card without the customer having to interact with YOUi. That may be reasonable to a degree, but what is I think is not reasonable is that customers are forced to call in order to disallow YOUi from debiting them. Perhaps YOUi could allow customers to email if they do not want to renew or if they want to change the coverage? With my previous insurer, GIO, after receiving the renewal paperwork, if I did not want to renew I could either call and haggle for a better price or just let the policy lapse, not call and go elsewhere. This is a much better process from a customer's viewpoint). ============================== Original post in 09.2025:

For a decade my car was insured with GIO. Annually I needed to negotiate a better premium than they initially sent me. This time they declined to negotiate. So I told them I will shop around. Budget Direct offered a similar premium as GIO for the same risks and agreed value. Youi offered $220 lower premium for the same risks and identical agreed value. The fellow I spoke to at Youi, Moscow, was very personable, professional and transparent about Youi's policies. I am very happy with the experience.

Cannot fault the service, outstanding. My quote was $648 less than previous insurer plus I get road side assist, doesn't get better than that. It definately made my day. Well done Youi. Show details

Yes! YOUI in capitals. ❤️ An absolutely outstanding experience with YOUI Car Insurance. My customer service representative, Chrissy, was nothing short of a guardian angel. Her kindness, compassion, professionalism and genuine willingness to help went above and beyond anything I could have expected. She made what could have been a stressful… Read more ·  1

experience feel effortless. Chrissy is an absolute credit to YOUI, and I cannot thank her enough. Exceptional service!

Was pleasantly surprised by the knowledge and assistance given. Kaylagh, the customer service advisor answered all my questions and made suggestions on how to save money. I am very happy with the level of cover, the extra benefits, the very pleasant approach of the advisor and the reasonable price. Show details

Because my previous Insurance Policy was due to "renew" I took the opportunity to investigate ... what the other companies had to offer. Bear in mind, I was an Accredited Agent with AMP during the 1990's-2001 and later was a Unit Manager and Sales Trainer with Norwich Union in New Zealand. Consequently, I had a past background in the Insurance… Read more

industry and was familiar with the "procedure/s and "closing" techniques. However, I was VERY fortunate to get the required information and was able to negotiate with Owen who was clear, precise and amenable to my vast questioning and the options I needed. He actually listened to my questions, investigated difficult situations and was exceptional in his response's and totally professional in all aspects... he even gave me a one week "stand down" period to look at other company's offers... with no pressure, or long-drawn-out discussions to win my business. Therefore, not only was my quote satisfactory, but he was also articulate and friendly in his approach and dealings with my needs... thank you youi this was a meaningful experience.

When my wife had flat, she rang Youi for roadside assistance. But they simply didn’t answer the phone. A helpful passer-by changed the tyre. And we now have RACQ assistance. Then later she had a fender bender. Rang Youi and the recorded message suggested making claim online, so she did. Then - nothing. So eventually she rang and after a wait spoke… Read more

to someone to make the claim, repeating all information. Now after several rounds we’ve been to assessment and await the response. Just as well the car is driveable.

I filled out the online form. Then the message it's best we give you a call. Within 60 seconds I received a call and then I had to repeat all the information that I put on the online form. Had to go through 15 minutes to get to a quote, then the pressure tactic to sign immediately to a policy. When I had the annual premium I was asked did I want… Read more

an agreed value or a market value. The market value reduced the premium. Then the sales consultant said I will put you onto an AI voice that will present two options. Choose which option you would prefer. If I had pressed an option I would have signed up to a policy. This is a predatory tactic. When I said I am not making a decision today and checking other providers, the sales consultant immediately asked when was a good time to call me for a decision. Very pushy and very off putting as time is required for comparison with other providers. Based on my experience today, I will not be using Youi. One last thing, you have to use their nominated repairers. Judging by the comments on product review from owners who have had bad experiences Youi is not using high grade repair shops.

Absolutely Disgraceful Experience – Avoid Youi Insurance I have had the worst experience with Youi Insurance. My car has been with them for 103 days and is still not properly repaired. After waiting for more than three months, I expected a professional service and a properly repaired vehicle. Instead, Youi arranged for my car to go to a repairer… Read more

who delivered an even worse result.

Yesterday, when I went to collect my car, I discovered more damage than before, with scratches all over the vehicle. After 103 days of waiting, this is absolutely unacceptable and completely disappointing.

The stress, wasted time, inconvenience, and frustration this has caused me are beyond belief. I trusted Youi to handle my claim professionally, but my experience has been nothing short of a nightmare.

How can an insurance company keep someone’s car for 103 days and then return it in an even worse condition? This raises serious questions about the quality of their repairers and the way they manage claims.

I would not recommend Youi Insurance to anyone based on my experience. Their handling of this claim has been extremely disappointing, and I expect them to take full responsibility, arrange proper repairs with a reputable repairer, and resolve this matter without putting me through any more unnecessary delays.

If you are considering Youi, think carefully before trusting them with your insurance. My experience has been absolutely shocking.

If you’re thinking about joining Youi Insurance I’d strongly recommend thinking twice. I’ve been with Youi for 5 years and until now have never made a claim. I had four policies with them covering my Ford Ranger, Harley-Davidson, caravan and trailer. Unfortunately, I’ve discovered that being a loyal customer for 5 years doesn’t seem to mean much… Read more

when it comes to making a claim.

My 90 year old grandfather had a very similar experience with Youi around two years ago. He warned me about them at the time and I wish I’d listened. Unfortunately I stayed with them and have now learnt the hard way myself.

It’s easy to take your premiums every month but when it comes time to make a claim that’s when you find out what sort of service you’re really getting.

Based on my personal experience I certainly wouldn’t recommend Youi. If you’re considering taking out insurance with them, do your homework and think very carefully before signing up.

Five years of loyalty, four policies, and this is the experience I’ve been left with. Very disappointing.

Toni, was very helpful and very knowledgeable about the products. I presented her with alternative quotes i have received today and she worked hard to tailor a policy that both met my needs and was competitive and gave the best value for money. the result was suitable coverage and half the price of the NRMA policy i had held for the last decade. Show details