APIA Car Insurance

APIA Car Insurance (page 2)

 Verifiedapia.com.au
2.0

238 reviews · Statistics

PositivevsNegative
21% · 50182 · 76%

Claim Resolution Time
  • <1 week (6)
  • 1-2 weeks (6)
  • 2-4 weeks (4)
  • 1-2 months (7)
  • 3+ months (15)
Claim ApprovedYes (38) · No (5)
Value for Money
2.2 (93)
Customer Service
2.1 (99)
Timeliness
1.9 (82)
Job Satisfaction
1.8 (50)
Transparency
2.0 (84)
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Reviews

APIA Car Insurance238 reviews
John
JohnVICGreater Melbourne (Inner), VIC
  Comprehensive

Claims experience

Worst company to call and communicate with as they ask you to call them and you wait 45 minutes on average.
Their online service and app not much better as live communication doesn’t work. Show details
Gerry
Gerry2 posts
  Comprehensive

Bad customer service

Was involved in incident not at fault car hit us rand apia with details only to be told there was no address to person would need to wait 8 weeks minimum even though we were not at fault went to Victoria Police had it sorted in 2 hours then cancelled our policy . Show details
KatCarr
KatCarrWAPerth, WA7 posts
  Comprehensive

APIA CAR INSURANCE AND CAPITAL SMART - THEIR "PREFERRED" REPAIRER

Dreadful service from APIA, you can never speak to anyone on the telephone with a complaint (I wonder why!!). WE HAVE CANCELLED CAR POLICY WITH THEM. Capital Smart their "preferred" car repairer is completely equally awful. Staff (other than[Name Removed]) told us lies, had the car 7 days for a tail light repair, we waited months for the part. Extremely unhelpful front office staff. They seem reluctant to rise from their chair and go and find out any information. Show details
Denis
DenisVICGreater Melbourne (Inner), VIC2 posts
  Comprehensive

How to lose customers

Minor damage, had to drive for 3/4 of an hour, plus, then advised to bring car back in a couple of weeks, on a Thursday, 6 days later no work carried out, no appeasement when contacting both parties. This was a two day job at most, I was in the trade. Why call the car in when you are not ready to start work, why doesn't they have a loan car, which would have meant, a quick turn around. Very poor service and back up, but having seen other reviews, I can see why. Show details
Neveragain
Neveragain
  Comprehensive

Do not insure your car with Apia

There is no choice of repairers and it seems they only have one car repairer for all of sydney. Expect to wait 4-6 weeks to start the process and hope that it gets fixed properly. You will not get your car fixed and returned within 2 months .Many reputable repairers will not or cannot deal with Apia. They are cheap for a reason. Total nightmare dealing with their claims department. I recommend you pay more for insurance and get a proper repairer in a timely manner. They are also not negotiable if you find alternative repairer. You have no choice but to suck it up and get treated like crap. Show details
Angel
AngelVICCentral Highlands and Goldfields, VIC382 posts
  Comprehensive

Hungry insurance

All I can say this insurance suppose to be for pensioners it's not,there insurance is going up to 80 dollars a month,also your car depreciates and there charging a higher insurance ,I know we all get stuck in a rut and stay with the same insurance company but time for a realistic change shop around I found the best half the price 29.00 W giving you all a hint Show details
Angel
Angel  
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Deano
DeanoWAPerth, WA10 posts
  Car Insurance

Customer service is very poor

Lodged a claim for car insurance re damage to my vehicle. Three days later no response. Had to call them to progress my claim. Claim approved. Advised that tow truck would pick up my car to be conveyed to the panel beater for assessment. Two days later still waiting for tow truck to pick up my car. Called APIA to tell them to pull their finger out and get my car towed. Still waiting. They are very quick however to make sure I paid my excess. Good bye APIA, Ripping off the over 50's Show details
Value for Money
paul
paulhowrah tasmania111 posts
  Comprehensive

Very slow assessing

We've been with APIA for 6 years with no "Lazy Tax"} to bump up the price. The good points are a fair low price & they have "Protected no-claim bonus" but it took 3 weeks to get the car assessed by their [insurance co. owned] "Capital Smart" repairer who sent the car to a Kingston repairer, who way overpriced the job, so the very competent assessor then sent the vehicle to Claremont Smash Repairs in Moonah, who did an excellent first-class repair. [The job was too big for Smart.] A shame APIA only has two assessing suburbs in all of Tasmania who can look at the car & the whole process takes far too long. Show details
Value for Money
Customer Service
Timeliness
Job Satisfaction
Transparency
tony1965
tony1965VICGreater Melbourne (Inner), VIC8 posts
  Comprehensive

Expensive Insurance

Been a loyal customer with apia, never made a claim & have several insurances..yet they keep raising the premiums on all of them every year to ridiculous amounts..time to change I think.. Show details
Value for Money
Customer Service
Timeliness
Needs to be shut down
Needs to be shut downQLDNorth Queensland, QLD
  Comprehensive

DO NOT INSURE WITH THIS COMPANY! THEY TAKE EVERYTHING AND GIVE YOU NOITHING IN CLAIM

Absolutely disgusted in how this company treats its customers. For a company that is targeting pensioners they should be shut down immediately. They underinsure pensioners to seem cheaper. Make total loss & take the vehicle when unnecessary . Their repair cost of the car was 3x the amount of the quotes i got privately. If you want to fix the car yourself they make you pay a ridiculous amount to get your car back so you can not get the car repaired or replaced with similar car. You will not get a satisfactory claim with this company. Took over 6 months and to be out of pocket $17000 is devastating! Show details
APIA
APIA   DM   
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Sorry to hear that you had such a terrible experience. If you would like us to review anything for you, please send a direct message to https://m.me/Apia.

Carlos
CarlosNSWSydney, NSW
  Comprehensive

Beware!

Before choosing APIA think it twice. I insured a car . All was sweet until we made a claim. The car was a total write off. They agreed to pay the total insured money. Apart from the fact that the excess was too high (well I had accepted that) The trap is that the rest of the registration that I HAVE PAID to the Roads and Traffic Authority - APIA grabs it! Hundreds of dollars that I am entitled to recover from RTA. They quote a clause lost in page 60 of the policy. Y will never insure with them again. Show details
Timeliness
Noxy
Noxy8 posts
  Comprehensive

Unreasonable hold times over 40 minutes

Good insurance but don't try and call the call centre any time during the day as you will waste the best part of an hour on hold. Completely unreasonable wait times. Show details
Customer Service
Timeliness
Paula
PaulaVICGreater Melbourne (Outer), VIC3 posts
  Comprehensive
Solitude
SolitudeBega2 posts
  Comprehensive

THE WORST EXPERIENCE EVER, and I’m 70 years old

Wait times of up to 60 minutes to speak to an overseas call centre where the person can’t make a decision anyway. Emails not answered at 5 working days. Waited 3 weeks to get someone to assess my car Show details
David
DavidQLDSouth East Queensland, QLD
  Comprehensive
Chris
ChrisWAPerth, WA5 posts
  Comprehensive

Good value easy to use page

Very easy to set up good value I have other policies with APIA and have always found them a reasonable company to deal with any problems have always been solved with a minimum of fuss. Show details
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E.M
E.MVICGreater Melbourne (Inner), VIC3 posts
  Comprehensive
Chelsea
ChelseaVICGreater Melbourne (Inner), VIC32 posts
  Comprehensive
Value for Money
Chelsea
Chelsea  
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ancient artist
ancient artistTintenbar31 posts
  Comprehensive

terrible customer service process for claims

I made a claim for car insurance and have had to go through a frustrating experience to access information on the progress of my claim. Be prepared for over a half an hour wait on the phone with an annoying non-stop repetitive voice that says the same thing over and over again which will drive you insane. Undoubtedly it is designed to frustrate you and use their online system which is equally frustrating. I think they use a call center from overseas and it is good luck if you can communicate properly. Apia is a seniors insurance company good luck to you if you can handle technology Show details
Gerry
Gerry
  Car Insurance

customer service

Consultant went to lot of time and trouble to discuss my needs and found the best policy for my two vehicles...very happy with the result. Will consider APIA when I renew house insurance. Show details
Value for Money
Customer Service
Transparency
Jools
JoolsVICGreater Melbourne (Metropolitan), VIC2 posts
  Comprehensive

Worst insurance company I've ever dealt with

I have full comprehensive insurance. Hit sheep that were on a main road as property owner did not have them confined to his property. Apia says I have to pay the excess. I'm not at fault. Insurer should be recovering costs from property owner on my behalf. This is why we all have comprehensive insurance. Do not use this company. Customer service is terrible too. On hold for almost 3 hours. Can never get any help. Show details
Value for Money
NickCigfree
NickCigfreeTASNorth-West & West coast, TAS24 posts
  Comprehensive
Value for Money
Customer Service
Job Satisfaction
Transparency
NickCigfree
NickCigfree  
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jana
janaAlexandria18 posts
  Comprehensive

Service does not exist

Waiting 4 hours online and phone for rep to answer question about my car that they took to their nominated repairer who cannot get parts for 10 days, however my repairer had in stock, when you call they continue to pass buck and you wait and wait . Joke . Think time to cancel this horrible service Show details
Value for Money
ian
ianQLDSouth East Queensland, QLD3 posts
  Comprehensive

Way too expensive

Current policy with NRMA , $75 per month. Apia quoted $124?...seems ridiculous that the policy is supposed to save money for seniors when they are that much above the market norms. Show details
Value for Money
melsimpress
melsimpressAU15 posts
  Car Insurance
Brian
BrianQLDWide Bay-Burnett, QLD2 posts
  Comprehensive

apia is a great company to work with

Unfortunately had to make a claim. Apia quickly responded and organised a repairer whilst on the phone. Work first class!!! Been with Apia for abt 16 years. Well worth it! Show details
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jeff kornhauser
jeff kornhauserQLDSouth East Queensland, QLD8 posts
  Comprehensive
Bhailok
BhailokVICGreater Melbourne (Outer), VIC12 posts
  Comprehensive

Terrible

We have included paint protection on car insurance policy documents,

At the time of claim we were told that we have to call them back in six weeks to arrange for paint protection after the repair's done. after three months when we called to follow up and complete the claim, they refused to acknowleged and accept it

I have been trying to call them since November 2020, still they have not fixed my claim.

Not to buy their policies, waste of time and money Show details

Mary
Mary
  Comprehensive

Exceptional Customer Service

Exceptional customer Service… thank you Michelle ! A great policy and a great premium, very happy to be switching over to APIA car insurance from my current insurer, and paying less per month. Show details
Gaz
Gaz19 posts
  Third Party Property

Useless, on my fourth attempt to cancel this

Apia is absolutely useless. Trying to cancel the sane policy now for the fourth time....nobody can press the cancel button. They take money from an account they are told not to......just useless Show details
timcsky
timcskyNSWSouth-Eastern Region, NSW22 posts
  Comprehensive
Customer Service
Timeliness
Job Satisfaction
Transparency
Raye
RayeQLDSouth East Queensland, QLD3 posts
  Car Insurance

Excellent Service in no time at all

Thank you Liam for your professional manner and experience when I locked my car keys in the car. You went out of your way to stop me feeling such an idiot - which I was. Thank you again. Show details
Rod
RodVICGippsland, VIC12 posts
  Comprehensive

Worst insurance company ever

More than a since the collision and my car has just been assessed. Then advised the panels have now got to be dismantled to find if further damage. How can they assess without dismantling the car? I was advised the repair could be three months or more. I asked can I put my insurance payments on hold as the claim has been accepted and I need to buy another car and cannot afford to pay for two car insurances, the answer was no. So I pay insurance on a car that is locked in a building and the building has its own insurance. Show details
Kylie G.
Kylie G.QLDSouth East Queensland, QLD3 posts
  Comprehensive
Value for Money
GFW
GFWVICGreater Melbourne (Metropolitan), VIC14 posts
  Comprehensive

Customer Service Excellent

Discussed comprehensive car insurance renewal this morning. Achieved a very good renewal quote. Excellent Lady customer service person. I have been an Apia customer for many years and will remain so. Show details
New Customer
New Customer4 posts
  Car Insurance

Sloppy, slow and slack

I was charged twice when I had to renew my green slip. Over two weeks have passed and it is still not sorted. After 4 calls and unreasonable wait times, I have now been advised I have to show proof of the payments, even though it was confirmed with my bank. I requested to be contacted and updated regarding this issue, but that is too much to ask of Apia. I have experienced lack of communication before, and that is why I moved my other two policies over to another seniors company. The customer service there is exemplary. Show details
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Denis Brady
Denis BradyVICGippsland, VIC
  Comprehensive

Quick and easy to set up

I found the whole process of taking out the policy to be hassle free.The policy was set up within a few minutes and is good value for money.I would recommend Apia to others. Show details
Value for Money
Customer Service
Transparency
Keith
KeithVICGreater Melbourne (Outer), VIC5 posts
  Comprehensive

Best service ever

Our car was subject to a no fault carpark collision. We submitted the claim on line and received an immediate assessment date and booking. The whole process was seamless and ultra quick through Capital Smart. Well done Apia, this is how business should be done.
Our newly repaired vehicle was even delivered back to our home free of charge ! Show details
Nina
NinaVICGreater Melbourne (Outer), VIC2 posts
  Car Insurance

VERY IMPRESSED

Having to deal with APIA on behalf of my elderly parents over the past few years, I have had such fantastic customer service with every staff member that I have dealt with. They were friendly, easy to deal with and compassionate.  Show details
Value for Money
Graham
GrahamVICGreater Melbourne (Inner), VIC11 posts
  Comprehensive
Timeliness
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