Best APIA Home and Contents Insurance

Following the passing of our father our family contacted Apia to continue to pay the house and contents insurance. When the house was being sold we… Read more

contacted Apia to find out how to cancel the insurance. We were told it was best to ring back after settlement was finalised. We did that however we were then told nothing could be done until they received documents proving we had the authority to cancel the policy. Fair enough although we we had been paying the policy for over 12 months). If they had told us that on the earlier phone call we could have already sent the documents. Each time we tried to ascertain what documents were needed we were given different answers.We emailed power of attorney and were then told we needed to send the death certificate and the certificate of probate. We did that. We received an email back saying more information was needed. It was clear that the email and attachments we had sent to Apai hadnt been read or understood by the 'assisted digital specialist' because all of the information they were asking for had already been sent. We sent another email pointing out that the information had already been sent. Thankfully we had a different 'specialist' reply and they acknowleged that Apia did have all of the necessary information and the policy would be cancelled. We are now waiting on final confirmation of the cancellation and refund of last payment. (Hopefully that would happen in the next few days) The inconsistent information, the lack understanding of the law and basic compassion made cancelling the policy a much more stressing situation than it needed to be.