Brand new account, they recieved my cheques via tracked post aver a week ago and still they haven't put them into my account. Takes 3-5 minutes of menu obstacles just to be put on hold to wait to talk to someone. Go somewhere else if you are smart.
Nefarious company. No duty of care. Money hungry for business profit not people health.
insurance claims ends up with lawyers. Your a disgrace to members. failed in duty of care . Would pay lawyers before helping a member with mental health issues. Left me homless.
Bad fund management expensive insurance premiums
Upon registering with Australian Super I was asked to choose my profession and as the list didn't come brain my actual job, I chose the closest one possible. Based on this, the system determined I had a rating of Standard which more than doubled my premiums from my previous Super. In three months I paid almost as much insurance as with AMP. No human called me to verify at any part of the process. After three months I noticed what happened and after ONE MONTH they finally did something about it. And of course they charged that month on the old premium and offered no refund.
Their fund performance is poor. My friends who signed up with other providers are achieving much better results.
Worst service, they are horrible.
SO much back and forth just for me to consolidate my super, after sending through a certified copy of my birth certificate they say it can't be accepted because the certifier didn't print their full name!? This certified copy has been accepted by other services but these assholes want to make life so much more difficult. I've sent documents back and forth to them hoping that it would be the last I have to deal with them but there's always a new problem that arises. I can't wait to close this account, do yourself a favour and don't sign up with Aus super, based on the many bad reviews I can understand why people are frustrated with this organisation.
A group of useless people.
It’s just another large Australian organisation with no integrity being run by greed. After leading me on by sending me multiple emails with disjointed instructions, they delayed a payout until I rang them every day for four days. Even then they didn’t put it through the day they said they would. Deception and dishonesty. Evil people.
Very happy since we moved to AU Super from a different fund.
Moved to Australian Super October 2020 from a different fund. In comparison, the AU Super web site just works, investment switches are easy and well supported by relevant information. The other funds' site caused issues logging in, froze at times. Moving funds from the other fund was frustrating, as getting to-the-dollar information of the other fund was neither easy nor timely. When calling Australian Super, I was connected quickly and questions were responded to competently. Same on email exchange, I read with interest of poor experience othe...rs have and hope we are not being treated favourably as the new customers. We changed to Australian Super following the recommendation of friends who are retired and have been happy with AU Super for years, so I trust the good experience continues.
They don't honor Australian citizens nominated as benefactors. Father to only son but foreign estranged wife put 1st.
Case manager Richard B you are so wrong.
My father inlaw passed away in USA an Australian citizen new wife no kids takes out life insurance and all other insurance on my husband's dad and claims everything.
Now the only Australian super that was earned by father inlaw who named my husband as benefactor and has his only son and five grandchildren here is not honoured and they give are looking to give estranged wife American citizen who will claim she is dependent but has no kids etc. My father in law new he was dying to sick to even continue h...
The worst worst worst service or lack of ever
I can't give them even 1 star.....oh my goodness..... the worst most frustrating experience with any organization....or l should say...disorganization, l have ever ever experienced. Do yourself a favor have nothing to do with them. I have been waiting for transition to retirement account money for 3 MONTHS....THAT'S RIGHT 3 MONTHS. They got my account mixed up with somebody else. I can't even get into my own account. I'm currently waiting to get a verification code to get into my account.....I've been trying for 30 minutes......l want to scream. It will be interesting to hear what the ACCC have to say
Member direct: The worst broker i have ever tried and i have tried quite a few.
10 years. Expensive fees. Member direct so limited in instruments and lacks basic capability eg place a limit order. Target price in mind, forget it. Anything outside the top 200, forget it
First up I am a little frustrated, I have applied for a choice income account income stream. They seem to throw up all sorts of obstacles in your way and all sorts of extra forms to fill in and there is weeks between each communication. It's been really frustrating to deal with them.
Customer service seems to be 'we hate customers'
Moved to Aus super when I had to move from my company run fund .
People told me Aus super was great...well until I tried to move to a SMSF. They put so many obstacles in the way and try desperately to hang onto your money. It is almost impossible to move it.
They have also changed the way you contact them to ensure you cannot contact them. Live chat is busy. Email un monitored. Phone line 30 mins + wait time. Website form submission does not work- it is new and would appear to be not tested
What a frustrating experience!!!
I have been with HESTA for 13 years. Every time I have had a health crisis, there is always some excuse why I am unable to access income protection insurance or other financial help. Recently, I have tried to roll my super over to another fund. What a frustrating experience!!! HESTA are constantly requesting more paperwork from me and now they are saying that my new fund has made a mistake with my membership number when I requested an electronic roll over. Furthermore, this all started on 23/12/2020 and it says on the website it takes 3-7 days to process. I've also spent heaps of time in queues on the phone. The worst super fund in Australia.
So far, very happy!
I've just rolled over my super in accumulation phase from a WA government fund into a retirement income stream with Australian Super. Everything was done within 12 days, from the initial account set up which I did online to the first income stream payment which plopped into my bank account one day after the rollover had been received. I was anticipating at least a few hiccups because of all the dire reviews on this site, but no - I've been very impressed so far. The customer service staff answered all my questions during the rollover process co...nfidently and knowledgeably and - more importantly - correctly (I checked some answers on the ATO website), the SA330 document I needed to submit to Centrelink was immediately available via a link in my account, and the rollover amount hadn't decreased in the rollover process as sometimes happens (with both funds usually denying liability). I had been with my previous fund for 10 years and was becoming increasingly underwhelmed by their poor returns, staid business practices and glacial speed at which they actioned requests. My friends had switched to Australian Super and were very positive about their overall experience, so I started doing my own research 6 months ago. What I discovered is that returns are superior to those of most industry funds over most asset classes, there is a wide range of pre-mixed and DIY asset classes which can be mixed and matched to suit the customer's particular investment requirements, and the web interface is intuitive and contains a wealth of information to help educate investors. I've been assured that switches are actioned the day following the request, which is very quick compared to the 5+ days taken by my previous fund. There is also a fantastic highly customisable super projection calculator to enable you to see how long your super will last in retirement, taking into account the interaction of your super balance with the age pension. The phone app is brilliant - just a quick scan of my fingerprint and my balance rolls into view like the numbers on a pokies machine, so great for keeping tabs on things on the go, making changes, etc without having to log on, remember passwords, etc. I don't know why there are so many unhappy people writing negative reviews, but with 2.3 million members, there is bound to be a small percentage who haven't had a great experience for whatever reason. Just a hint - when setting up a new super account, it's really important to read and fully understand the Product Disclosure Statement to avoid any nasty surprises further down the track, such as insurance premiums being automatically deducted and depleting the account. A lot of unhappy situations probably stem from lack of product knowledge and a bit of time spent familiarising yourself with the lurks and quirks of what you're investing in and how it works is worthwhile to avoid misunderstandings. At this early stage, I'm more than happy with all aspects of the service received and look forward to a positive ongoing relationship with Australian Super.
Absolutely terrible in every way possible
It has taken many years to consolidate both of my super accounts. I always had the one account, until i got married....customer serviced had then set up two accounts to reflect my maiden name change, instead of changing my name on the singular account. I had no idea. To only find out someone had set up a personal insurance account on top of two other accounts. Chewed up all my super. Even after escalating to the ATO, nothing was done. It has been over a year now where status is "pending" to combine both funds, to which I cannot access either...of them. I have called, messaged, complained. Nothing. Many times. Might as well say goodbye to my super. Don't ever go with this super fund. They are by far, the worst overall. They take your money and won't let you have access to your accounts. In my case anyway. I haven't been able to view my balance in a very long time.
The Worst Super Fund I ve been with.
I had only joined Australian Super in 2019, but found it to be the worst Super Fund I have dealt with in the 44 Years I have been in A super Fund. My 10,000 Withdrawal I applied for in May disappeared, and I did not receive it until August. Australian Super told AFCA that I gave the wrong Bank details. This was proven a lie when I obtained a Copy of the phone recording between myself and Australian Super. At that time of the Withdrawal my balance from what I had deposited when joining had also gone down substantially. ...Not sure why they are getting such good reviews elsewhere , the Fees are low but its a case of you only get what you pay for. Stay clear and find a decent all round fund even if the fees are slightly higher and the returns are slightly less. Peace of mind is worth a hell of a lot more.
Income Protection trick
I ve paid my income protection insurance with Australian Super more than 10 years for now, I got an injury at work since 2 years and get Work cover payment automatically, but unfortunately my injuries did not heal at all.
My workcover payment finished last month, I did a claim to get my income protection with Australian Super and it was approved but there is a thing that not a lot of people know. Your income protection start the date of your injury and you can not get 2 insurances in the same time so for my concern Work accident is not cover...
Its not perfect but finally resolved, very grateful!
Latest letter about minimum balance for Member Direct gave me a tick to do something hard this time to try again to closed off my Member Direct, that no longer providing great value for members with $395 per yr fees, you can have other platform outside super. I went direct to “Complaint Department” and real helpful man named Adrian Luvara managed to get my member direct closed off without fuss & within a month. I am not saying Australian Super is perfect, in the past took me a couple of attempts to get “binding” from non binding done correctly....However it is still great performing super fund with competitive fees & insurance. Hopefully they are able to grow their member support to cope with their fast growing memberships. I will give them another chance before looking to move our funds to Hesta (with great reviews)
Not customer centric. Waste of time
My husband transferred his super fund and tried to add the insurance policies. Had to go through tedious paper-based application process and we heard nothing for weeks UNTIL you called them then they mentioned things missing in the application. Waste of our time
Australian Super -actually I like them...
One huge fault was in March-when it was so obvious that all investments were to plunge 40% They (Aust:Super) should of warned their clients to place their funds in to CASH- I can read charts and I saw extreme (Twin-Towers on the ASX chart)
so I got out of shares deposited into CASH > hoped in again in June and have made 15% where all other clients have just broken-even or down 3% - On the plus side -it is easy to change from say Aust/Shares or International back to cash or fixed interest-so disaster such as Cov19 does not slaughter your fund. ...
Try To Get Your Super Out And They Will Block You Every Step Of The Way
Their systems are amazing... for holding YOUR money.
They will make you jump through every hoop in the book to get your money out.
Never again will I use this company.
Good returns. Competitive insurance rates. Lousy service.
I've scrolled through pages and pages of terrible reviews about Australian Super but for the most part (and I've checked this thoroughly) their admin fees and default insurance rates are very competitive, and their returns have been healthy too. So, tick!
That's the good part. But the downside, and a lot of reviews here back this up, their service is super lousy. My own experience was with a "customer service" person who gave me incorrect information about cancelling an investment switch that I had submitted. (I was told an investment switch...
Appalling Company, UNTRUSTWORTHY. covered up security breaches. DO NOT TRUST
Thank you for your taking the time to read this.
DO NOT TRUST Australian Super. I,ve been a member for 30 years
I have recently discovered there was a security breach in my Australian Super account. This changed my contact details for more than 4 years.
All 2.2 million members were effected and their accounts open to being breached.
Australian Super have admitted the breach only recently, after many e-mails requesting an answer....They never informed any of the 2.2 million members of this serious breach! My contact details were changed without my knowledge, consent or a security check.They amended some details after 2 years but I was never notified. I am not the only one. Potentially millions of members are effected. DO NOT TRUST Australian Super!
worst company when it comes to customer service
12 years with this company
i have applied for name change. australian super has been one of the worst company i have ever dealt with, does't send me email or contact me regarding what extra should i do or what extra form i needed . when i contact them to ask for the process, they say the time frame has finished. this is the 6th time i am trying to change my name. i have done everything legally but this company is not listening to me even though i am paying admin fee and the other fees. please check records and update my details. everytime i talk to or chat with someone from aussuper, they change their story and ask for more document or different documents. seems like company doesn't provide training to staff.
Poor customer service compared to other funds
I have experience with three industry funds and Australian super is the worst by far in terms of assistance and customer service. I wanted some advice but all they wanted to do was put me on to a contractor who wanted to charge me for advice that I could get from my previous funds for free. I will be moving my funds from Australian Super very soon.
Thieves absolute thieves, don't waste your hard earned money on these grubs.Had a small amount in super with these thieves and when i went roll it over it was all gone.
Questions & Answers
How is the customer service of Australian Super managed fund. The key is their long wait times on phone , it is always > 20 minutes !
Is this the case with every caller?
Why then , it is called the best Super fund on Canstar site??
Any business can pay a fee to Canstar to gain x amount of stars and ‘best of’ ratings including gold silver bronze. Not a reliable truth at all.
Finder.com for finance sujects, this very product review and choice review for bit of everything subjects, and trip advisor and smart traveller for accommodation, restaurants, sites and tourism.
I agree with this but there should be some way to get a true impartial reviews!
I was with AGEST until it was taken over by AusSuper in 2013. Total fees went up but I stayed with it. Net returns seem OK but I haven't gone into this topic as deeply as I should have.
I'm now stuck overseas because of the pandemic and earlier this year applied to convert my super account to a pension account (I was 70). AusSuper couldn't have made it more difficult if their primary aim had been to hang on to members' cash for as long as possible and defer cash outflows in the form of pension payments. After months of frustration and providing additional documents, the application was finally approved.
That application approval email welcomed me as a new member of AusSuper. Yet I had been a member since 2013. Not altogether surprising though since during the entire saga I had received a couple of emails from "Austrailian Super'. Logging onto my online account, I now keep getting told that there won't be any details available until they receive my money. They have had my money since 2013 so where is it now? Consequently, I would be reluctant to say that the company's customer service and administration is top-notch.
I'm now having second thoughts about leaving my hard-earned cash with this lot. Can anyone recommend a better industry super fund?
Well Tom, for a start, why are you even still alive at 70?? I thought thats what COVID and the vaccine was for - getting rid of all us ‘oldies’ (that is anyone at 50 or so it seems lol!) And I am a registered nurse!! Like I have said previously most super funds are six of one and half a dozen of the other. At the end of the day they are there to make money for shareholders and double tax for the government. And if they do that well, thats some hellava bonus for the top dogs. Seriously, good luck and I am so sorry for your situation.
How long will an approved payment for financial hardship to be in my account
When you starve to death David, and die as a homeless person. Then whoever is to inherit your super can go through their very own nightmare with your AustralianSuper benefit until they die of waiting too. BUT how quick are they if the shoe is on the other foot? If you owe them something they are all over it. If you are half a day late paying insurance fees - that's it - insurances cancelled. And all my insurances change figures every month??. Only account keeping/service fees are consistent - albeit a waste, cause you right now (or a couple of months ago) are/were needing some account service. Honestly, WTH. Worse thing is all super mobs are the same - its all about the shareholders and big wig bonuses!! Good luck cause they will eventually get to you!
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