Watch out for insurance trap when joining up
They claim that you can increase your insurance within 120 days of joining without detailed health checks but if you so much as touch the insurance settings when you join up (e.g change your work rating to professional) then you can longer increase your insurance cover. Either pointlessly bureaucratic or deliberately making sure very few people can actually take up their 'special offer'. Reading some of these other reviews maybe it is a blessing in disguise and I'll just keep my death and TPD insurance with my current provider.
I want my money back
I applied online to close a small super fund 3rd Jan 2020, my I.D and tax file number were accepted as I.D but as the account uses my initials instead of full name I was told by email and when I rang that I had to get stat decs signed changing the account name. This is ongoing and each time I contact them I get told something different needs changing as I have not changed my name I fail to see why I have to submit stat decs...they are just refusing to give me my money.
Very Happy !
In response to Sam from Melbourne saying SunSuper has 0.1% fees compared to 0.6% for AusSuper, this is totally wrong.
SunSuper has an admin fee of $1.50 per week plus 0.1% of your balance. AusSuper charges $2.25 pw and nothing more. For most people AusSuper would be cheaper.
AusSuper's Balanced option charges 0.6% Management fee whilst SunSuper's Balanced option charges 0.81% Management fee.
I can't comment about AusSuper's customer service, but performance wise I'm extremely happy. Their returns are consistently amongst the best and my Super balance has risen tenfold in the past 11 years.
Like most organisations these days, they are trying to cut costs by having the customer do everything online which is fine by me.
- Verified customer
Rollover super money new account
I selected Australian Super (AS) as the union I was a member of stated that you should invest your money in a industry fund and the size of funds that AS have in management was also taken into consideration.
Opening an online account was relative easy, the hardest part was dealing with the amount of time it took for the rollover monies to enter my account, twenty three working days, many phone calls made and many different answers received, in the end the money was deposited in my account with earnings.
It was a terrible start but got there in the end I will post an updated review in twelve months, AS can be difficult to deal with customer service but once you indicate that you are unhappy they lift their game.
Terrible, misleading, inaccurate information and lack of credibility.
Australian Super provided misleading, inconsistent, inaccurate information and to this day the death claim payment is yet to be received. It is concerning to receive a letter in the mail advising the death claim is closed and the payment has been made into a bank account, when bank account details were never provided to Australian Super. To this day the monies are unaccounted for and missing, Australian Super can not provide a date on when the payment will be made. Time frames as documented on Australian Super official documents are not accurat...e, time frames communicated by Case Managers are also inaccurate and not followed. So much for a death payment being made within five days of a final decision. A one star review is too generous for Australian Super, after all Australian Super is the most complained about super fund in Australia with over 15% of complaints made in regards to death claims. This is what happens to your super when a member dies. Think of your beneficiaries before you join this super fund.
I recently submitted a claim with Australian Super for Total Permanent Disability. I rang Australian Super and checked if my paperwork was correct and if they need any other information, they responded they did not require further and the paperwork looked good, they then have told it will take six months to assess my claim. Why, I asked does it take half a year to pay me, they stated that is the timeline it takes.
Happy to switch from a low return retail fund
I am very happy with Australian Super after switching from a retail fund with high fees & terrible returns. The app makes my life so easy & I can see how much my super balance has increased since joining as well as employer contributions very quickly without needing to log on to my computer.
Terrible Customer Service, terrible online tools
I have been with them for more than 15 years, tried to withdraw some money today, all of a sudden the medicare info was not accepted nor was the drivers license. The issue apparently was that the details could not be identified (mind you I had them right in front of me and no mistake was made while entering the details, nor do I have any other issues with them anywhere else). I depend on the funds to pay my bills, mortgage etc. They said I had to lodge a paper form with them (back to the antiquated system when you could not do it online). So I...asked them to send it to me, in the same token they forgot to tell me at first that I had to get my id certified, great service not, so I did all this, sent it through and got the usual email bla bla that it will be processed within 5 - 7 working days - how on earth am I going to pay my bills without the funds??? I called them up and of course service was more than just dreadful, I said that [name removed] told me that she will forward the paperwork accordingly upon receipt, so I tried to tell her that it was sent through, but was not able to be connected with her so there would not be any delay. The same story from the beginning, I was told yet again that it will take 5 -7 working days to process, by that time I was steaming and asked how in h... Are people supposed to pay their bills on time if you don't transfer their money??? Of course no answer except for repeating the same thing again it will take between 5 - 7... I asked to speak to technical support which of course they don't have!!! Now I am forced to wait and see if the funds will be transferred in time to pay everything. Thanks but no thanks to this fund and their utterly terrible service and no willingness to go the extra mile!!! It was not my fault that their system did not work as it should, of course they tried to blame me, as if there was something wrong with my drivers license ie. Expired or so, same thing with my medicare card both are good to go everywhere else and no expiry until 2024 and 2025 respectively, so much for their incompetence!
Moved 2 accounts(mine,my wife's)around $450000 from another fund hoping for less fees promised in conversation. reality was ,after checking statements , i was ending up paying 20% more in Fees ,insurance ,fees on fees etc. But reality they are all the same, taking your hard earning money for golden hand shakes , parasites sitting in offices. Government need to do something cos at the moment lots of people do not know what to do. but the funny thing is , after you receive contribution and you see your account balance is little bit ...
No good if you want the money
I have been with this fund for several years, during this time they had no contact other than the website. I retired two years ago and tried to get some money. They think they own my money and refused payment. In the process of changing funds. If you want your money dont touch this mob!
Massive Rip Off
I saw the adds changed employers and I had them pay my super into Australian Super. When I finally got a membership number I went online only to find that out of $1,055 contributed what was in the account was $95 the rest was taken up with insurance fees with Death $9000 total disability $5000 and income protection 2,600 a month. I have to contribute to super why to get ripped for coverage. When you have a lot in an account your not aware how much they are siphoning off. This company does not care about your future only its
Poorest customer service
I wanted to change super funds, after a little research I decided that AustralianSuper is a good option - considering they are currently offering 20k Qantas points as an incentive.
After going through the set up process - I realised they hadnt prompted me for my membership number.
Called them and spoke to a phone rep who was absolutely useless - he advised on numerous times that their back office team do not allow customer to add their QF member number after the fact and that there is another link that was meant to be used. He advised it will ...
Can't retrieve my money and non-existent customer service
Whatever you do, dont try to use the chat service because the minute you say 'thanks' in response to any comment they will terminate the chat. And it doesnt matter if you get the same person straight back because you need to reidentify and go throught he whole thing again becuase of their regulations.
They do not respond to emails either.
I have tried to roll out my funds to another super fund and I am told my application is still in 'review' after 6 weeks. I have no idea why it is being reviewed as no one has had the courtesy to tell me or...
Direct share option
Australian Super offer an option (member direct ) where you can invest directly in ASX shares. Fees are higher for this option, But over all I think fees are reasonable.
This direct share option is not offered by many other super funds.
Also returns on their general balanced funds are OK.
As mentioned by others their customer service can be slow to reply to enquiries
Avoid this Fund
As an employer I have not had one acceptable or positive experience dealing with this super fund. Very poor service. Recommend avoiding them & I make sure to share my experiences with my employees so they can make an informed decision when choosing which fund to choose.
Returns are good, fees are low, online self service is great, but be prepared to wait if you need to speak to someone. Customer service needs some improvement. Phone and webchat not very efficient.
IMPOSSIBLE TO CONTACT !
I have tried many times to contact customer service via phone and even left emails but nobody from Australian super has ever got back to me ?? i'm beginning to think there isn't any customer service at all ! I am so disappointed with their lack of non customer care service "which their doesn't appear to be any" My advice to anybody looking for super is to shop around ..
THEY WANT YOU TO DO EVERYTHING ONLINE AND NOT PHONE THEM
I recently joined Australian Super for the Qantas frequent flyer points, but also because the returns looked quite good. I set everything up online with no issues and everything seemed to be in order. I even received my frequent flyer points very quickly. I have just called up today for the first time and what a headache it was trying to get through to customer service. I listened to so many different options, none of them a simple "would you like to speak to a consultant". After several minutes I finally got through to a human who appear...ed to speak English. However her understanding of the English language was very concerning. She had no understanding of what I was asking or several times when I asked her a question she responded with "Ok perfect". I then asked to speak to a Manager and I was transferred through. When I expressed my concerns that I had just been speaking with someone who couldn't understand English she asked me what I wanted her to do. What sort of superfund have I just joined or what sort of question is that. Several times I was told by both of them that I could log in online. Yes I know I can log in online but the information I was requesting I couldn't find online, hence calling and wanting to speak to a person. But clearly Australian Super don't like you calling. If you are the kind of person who sometimes needs to speak to a person rather than conduct all your business online then avoid this superfund. I will be looking to change very soon. Not a great start!
Charge insurance even you opt for no cover
I was open accounts with them
When received the welcome letter with insurance form. I was chosen no insurance cover on the form. 2 weeks later I asked work to paid my super. Today (3days after) they still deducted the money for insurance.
I want to swear
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Questions & Answers
Has anyone made a claim on life insurance and super on behalf of someone
I’ve done all the requirements to make a claim on my late mother’s account who suddenly passed away 3 months ago I can not get through to them about where it’s at and they never respond to calls or email can someone help if they have had a similar situation and got it resolved I have outstanding bills of hers I need to pay I just want everything to be over with :(
I have been helping someone but you must make sure everything is correct on application as they try to delay payment
What was the last six months interest returns on a pension superannuation?
Cant help you here
After almost 7 weeks of frustration to access my money ,I rolled over my money to another fund ..Had enough of AUSTRALIAN SUPER's ABYSMAL customer service
Hi Good Morning ! I would like to transfer my super annuition and join your company please give me an advice?
Hi Elvira! Before you do this, it may be best to go to a Super comparason site to find the best product (features and fees).
Ok. It is concerning that Elvira Fleming asked this question a year ago and no one from Australian Super has gotten back to her. To Australian Super - where is your response?
I suppose they may have a policy of not responding to comments in social media, but productreview.com.au is the most accessed review website in Australia. To ignore comments and questions on this site would be unwise.
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