APIA Car Insurance

APIA Car Insurance

 Verifiedapia.com.au
APIA Car Insurance
1.9

256 reviews

PositivevsNegative
20% · 51198 · 77%

Claim Resolution Time
  • <1 week
  • 1-2 weeks
  • 2-4 weeks
  • 1-2 months
  • 3+ months
Claim ApprovedYes · No
Value for Money
2.2
Customer Service
2.1
Timeliness
1.8
Job Satisfaction
1.8
Transparency
1.9

Reviews

256 reviews
Hope this helps you
Hope this helps you3 posts
  Third Party Property
Michael
Michael
  Comprehensive

They are not here to take care of you

Received my renewal. The sum insured was reduced by about a 1/3 and the premium was increased by about a 1/3. I rang Apia. The consultant’s answer was that’a how it is. I said I’ve not had a claim for a long time. It’s a double whammy for me. To add insult to injury the consultant said we’ll give you a loyalty discount of $50.00. I said Apia states they are here to take care of the aged and pensioners. The consultant’s attitude was kind of take it or leave it. So I said thank you. Show details
Khuuhhnttz
KhuuhhnttzSydney, NSW2 posts
  Comprehensive

Huge negative cultural shift

I have been with APIA for years and always found them great to deal with - UNTIL NOW! There has been a complete change recently. It's all online processing (none-of-which functions properly!) and so you are forced on to their customer service line for resolution. This USED to be super-efficient with all-Australian Customer service people! Now it's all off-shore and with call wait times and resultant frustration just through the roof!! APIA have gone "from Hero to Zero" in an instant!! Show details
Value for Money
Customer Service
Timeliness
Transparency
kp
kpSouth East Queensland, QLD5 posts
  Comprehensive

Always check their current market rates before renewing a policy

Be prepared to pay a loyalty tax with APIA and don't automatically renew your policies. Our comprehensive car insurance premiums increased by 20% at renewal. Entered the same details into their online quoting system and received quotes 20% less than the renewal amount for the existing policies. Accepted the quotes and let the other policies lapse at expiry. Amounted to $540 over two vehicles. Show details
Emma
EmmaMelbourne4 posts
  Comprehensive

You could die waiting for them to pick up

Avoid at all costs. If you have a claim you will never get through to them on the phone and you will sure need to contact them due to their total incompetence and inefficiency. APIA has absolutely no customer service. I was in a phone queue for 1 hr, 15min, 6 days ago to rectify something and then find out today it wasnt corrected. Today I waited 1hr, 30min for a recording to say 'sorry they cant answer my call' - couldn't that have been at the begining of the wait!? Show details
Ravi kumar S.
Ravi kumar S.
  Comprehensive

Worst customer service

Worst worst worst customer service..have to take day off if need to contact with them..soo soo soo long wait for just 2/4 min of talk..minimum wait time is 1hr 40min to 2hr..waited for almost 3 months just for settlement.. Show details
Craig V.
Craig V.
  Comprehensive

Horrendous Customer Service

Easily the worst insurance company to deal with! Stay far away from this company. Unbelievable hold times (well in excess of two hours) just to try and get an update on an existing claim. And then, so many times being transferred to the ‘right team because that’s not my area!’ Adding up to nearly four hours on hold!

And, I have five policies with APIA!!!! Five policies that are definitely going elsewhere now!

Customer service is horrendous and insured amounts for vehicles decrease whilst annual policies increase! Show details

Anne B.
Anne B.Wide Bay-Burnett, QLD
  Comprehensive

10 out of 10

10 out of 10. The whole process with Apia was amazing and I cannot fault it. The service greatly exceeded my expectations, from start to finish. Show details
Tom
Tom23 posts
  Comprehensive

They treat established customers poorly

We have been customers for over 20 years and they tried to put up our premiums by a
massive $360 per year We’ve found another insurer that charges the same as we are currently paying They treat established customers like banks-they assume they won’t switch so price gouge them Show details
John S.
John S.4 posts
  Comprehensive

APIA premium rises are outrageous

I was shocked to receive my car insurance renewal today, and discover that the premium was up 22% or 233.00 per year, to over $1200 and I've never had a single claim in my lifetime. Just signed up with Budget Direct for a Gold Car Insurance Policy, with better benefits for $700p.a. Seriously, a 22% rise is pure price gouging. Show details
Andria
Andria20 posts
  Comprehensive
Andria
Andria  
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Hans
Hans2 posts
  Comprehensive

The worst people to deal with. Nobody seems to know how to handle different cases. Wait time 45 mins

11 weeks so far for a not at fault claim.
Other party at fault with Apia also and their car was back on the road within 4 weeks
I cannot get any sense out of anyone I speak to on the phone,usually after about 45 minute wait
Been with Apia about 3 years with a rating 1 for life.
Will never use them again. Show details
Sam Ingui
Sam Ingui
  Comprehensive
Bill Tiolson
Bill TiolsonAU3 posts
  Comprehensive

1 hour wait time on phone

Waited an hour listening to robotic and repetitive scripts. Absolute nightmare service. I pity anybody who has an enquiry. It’s particularly dissapointing as they target themselves towards pensioners. Their service and waiting is an absolute disgrace! Show details
Value for Money
William
William
  Comprehensive

Another ex customer

Can’t get anyone on the phone. Trying to update credit card details as my card was hacked. How do these leaches stay in business. I’ll join the rest of these customers on the far queue. Show details

Questions & Answers

david mackenzie
david mackenzie · Car Insurance

can you choose your own repairer

Anni
Anni  

NO

David F.
David F. · Car Insurance

Claims Manager

Dick B
Dick B · Car Insurance

I am currently with Suncorp which is due to renew on 19 May 2023 (full comprehensive, $500 excess and hire car. Did an online quote with APIA, Woolworths and Australian Seniors which appear to be a great price for 10,000 km a year and $500 or $600 excess. Now I have read the reviews, I doubt APIA would be a good decision to go with. I note that APIA's parent company is Suncorp anyhow (my current insurer).

Amy N.
Amy N.  
levend62
levend62  
See all APIA Car Insurance questions

Details

Compare all APIA Car Insurance listings
CategoryRoadside Assistance Providers and Car InsuranceRoadside Assistance Providers and Car InsuranceRoadside Assistance Providers and Car Insurance
Other Insurance Types Offered Funeral, Health, Home and Contents and TravelFuneral, Health, Home and Contents and TravelFuneral, Health, Home and Contents and Travel
Coverage TypeComprehensiveThird Party Property DamageThird Party, Fire and Theft
UnderwriterAAIAAIAAI
Legal Liability Cover Included up to $20 millionIncluded up to $20 millionIncluded up to $20 million
Roadside Assistance Optional ExtraNot OfferedNot Offered
Reduced or Zero Excess Windscreen CoverZero Excess Optional ExtraNot OfferedNot Offered
Choice of RepairerAllowedAllowedAllowed
After Accident Care
Hire Car after an Incident

Optional extra, up to $90 per day for unlimited days

Not Included

Not Included

Emergency Transport & AccommodationIncluded up to $500Included up to $500Included up to $500 for Fire & Theft only
Towing Costs IncludedNot IncludedIncluded
Hire Car after a No Fault Accident

Included up to 21 days

Not Included

Included up to 21 days

Essential / Emergency RepairsIncluded up to $500Not IncludedIncluded up to $500 for Fire & Theft only
Benefits
Pay As You Drive / Fixed Kilometre DiscountNot OfferedNot OfferedNot Offered
Hire Car after Theft

Included up to 21 days

Not Included

Included up to 21 days

Lock and Key ReplacementIncluded up to $1,000Not IncludedIncluded up to $1,000
Transit Cover Not IncludedNot IncludedNot Included
Trailer & Caravan CoverIncluded up to $2,000Not IncludedNot Included
Child Safety Seats and PramsIncluded as part of Personal Property cover, up to $1,000Not IncludedIncluded as part of Personal Property cover, for Fire & Theft only
New-for-old Car Replacement

Earlier than 10 years old

Not Included

Not Included

Personal Property CoverIncluded up to a total of $1,000 (combined with Child Seats / Prams)Not IncludedIncluded up to a total of $1,000 for Fire & Theft only
Uninsured Motorist Benefit Not ApplicableIncluded up to $5,000Included up to $5,000
Accidental Loss or Damage
Malicious Damage / VandalismIncludedNot IncludedNot Included
FireIncludedNot IncludedIncluded
CollisionIncludedNot IncludedNot Included
Natural EventsIncludedNot IncludedNot Included
Theft or Attempted TheftIncludedNot IncludedIncluded
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Contact info for APIA Car Insurance

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