Auto & General Home and Contents Insurance

Hi All, If anyone is looking to purchase a home & contents insurance, I honestly advise you to stay away from budget direct as we made a claim with them due a storm weather event 9 months ago and the claim still going forth and back between the Ombudsman us and them. I genuinely advise Australian to keep away from this company. It is the worst insurance company to go with, they will make your insurance experience a nightmare. Show details

Qantas home and contents insurance is basically offered by this mob. Due to the recent storm in oct 2025 brisbane, hail stones destroyed our 3 skylights and window. They couldn't even help with making the place makesafe within 2 days though there were 3 large holes now in the roof(smashed skylights) and broken window. The person on the phone… Read more

basically asked to mitigate this issue ourselves by sealing the skylights internally (not possible as the ceiling and roof is 3 feet deep) or risk my life by climbing the roof and seal internally. Third option was to wait 2 days. I hired someone myself after the phone who sealed the skylights for me and it rained that same night and continuous for the next 2 days. They go through Australia Building Society and don't have their own dedicated trades people. We cancelled the claim, paid for all works out of our pocket and cancelled the policy and went with Allianz for future peace of mind.

Would absolute not recommend Auto & General home insurance which we brought through the ING banner. A relatively simple building fix has taken 18 months and we are no closer to resolution. The workmanship of their partner builder ProBuild has been completely unacceptable and a wall they built needs to be pulled down and started again as assessed… Read more

by a qualified Engineer. If you don’t stand up for what is right Auto & General will attempt to cut corners and they have no interest in your property, only the premiums.

Budget Direct and Auto general insurance are the worst. Never buy this. Canstar are being paid for reviews. Dont believe any of that garbage from Canstar 4 months waiting on assessment and they drag this out every time Show details

Horrible insurers. Don't waste your time or money. Made a claim, took over a year to get them to fix things and the job they performed to fix the ceilings was below standard. Rude claim consultants, very unhelpful. They treat you like you are a liability. Show details

Shoddy work – Worst company ever Had work done that should have taken 2 days took 5 hours …. Dryer torch was left on a step ladder while they were outside having lunch. They left paint on furniture and fittings, they actually work was shoddy , when they assessed the work they agreed …. Still waiting to be completed …. Had an email stating that now I’m to find someone to do the repairs ??? Not how it works you did the damage now you do the repairs Show details

The cash payout is far lower than what the real cost is – I had a impact claim on the Home and Contents insurance. The ASSessor came out and quoted 2.3K for the job (minus your excess). My contractor quoted 3.3K. A&G said that their builders can do the job much cheaper than a normal builder can do it. I checked the builder who was going to do the job. He had not even seen the job. Never been the site.… Read more

He had no idea. So you have an assessor who has quoted the job which is based on a builder who has not even seen the job. You would think that the builder would have seen the job before the assessor quotes the job. The result is an underquoted price for the real world which is what my builder can do it for. The warranty from the builder is 5 years for a fence. A&G said its was for a lot longer than that.

Based on that, good luck with making a claim if the fence falls over in 4.5 years time. Don't bother using the complaints section in A&G. They are only there to justify the unjustifiable.

Horrible to deal with – Horrible to deal with I used qantas which is underwritten. They will find any means nessasary to get out of paying. Now pursuing insurance council then legal Avenue with solicitors. Don't be lured by the lower costs Show details

Left up Sh*t creek without a paddle – QANTAS home insurance is actually this woeful mob. Do QANTAS know what damage this waste of space company are doing to their reputation? They refuse to actually repair damage covered by the policy. Keep asking for information they have already been given, and for information I don't have. Just offered money to cover significant repairs completely… Read more

left up to me to organise. The reason for having insurance is to not be put in this position in the first place.

Will do anything to avoid paying out – Typical insurance company. Will do anything to not pay. Product disclosure statement very misleading. Will be changing companies. Show details

Qantas insurance + many others are being investigated – The parent company Auto & General Insurance Company Limited needs to be kicked out of Australia. I encourage ASIC to have review Federal Court decision ss this company is allegedly VERY misleading and deceptive in its conduct. I was advised when taking out Qantas Home and Contents Ins that Qantas was the insurer. They are NOT. Qantas advised I… Read more

would be covered for Accidental Damage. Now I’m told that I am not because that box wasn’t ticked despite my instruction that I needed accidental coverage. I’m becoming frail and wanted this peace of mind. This was all done over the phone. I was also advised I would receive at least 6,000 Qantas FF Points. To add insult to injury I have not received ONE point. Its just all smoke and mirrors thats created by the culture of these companies who really treat customers with contempt. It is no wonder Qantas are being sued in at least two billion dollar class actions suits.

ASIC is also suing the insurance company that Qantas’ uses - Auto & General Insurance Company Limited. ASIC commenced the first proceedings in April 2023 alleging unfair contract terms in an insurance contract for MANY customers.

This company's owner is Reef Holdings Limited, a Guernsey-based entity! Whose sole director is [Name Removed] (seriously? This bloke really needs to be checked out)

This company that good old Edward owns and runs is a TAX HAVEN that enjoys a tax free status to hold the premiums by the schmucks like ordinary people who foolishly trusted Qantas’ brand and sales pitch. And then they blame the customer for not reading or understanding the fine print or being advised differently to what the customer wants or expects.

This “insurance company” Auto & General Insurance Company Limited is the real “insurer” for Budget Direct, 1st for Women Ozicare Virgin Money ING ComparetheMarket … and Qantas.

You ARE NOT DEALING WITH THESE FRONT COMPANIES if you have a claim. The height of arrogance of the CEO [Name Removed] is palpable. This is their Board https://www.autogeneral.com.au/corporate-governance/agic-board. I find these people and companies disingenuous and their policies worthless. Start looking deeper about what they say their VALUES are, and the VALUE and SERVICE they offer, as it quite clearly appears to me it does not match what they do.

The WORST insurance company – This is the WORST insurance company we have ever ever ENCOUNTERED!!. Our investment property had flood damage which was inhabitable to live in. We spent a whole year with no income, and we had to apply for hardship to the bank a few times to put our mortgage on hold. It got so difficult to maintain. Speaking with the large loss department on a… Read more

daily basis on an update with the progress, they give you a cut and past email with the exact same response. We had to get AFCA involved. After a year of going back and forth they decided to give us a cash settlement and we had to find our own builder to get our property restored. This should never had taken a year to come to a conclusion. Then they decided to cancel our membership because we haven’t rented out yet due to the repairs. Absolutely INCONSIDERATE after what we went through with budget direct. Please don’t be fooled by the awards they are receiving it’s all [Content Removed] and I hope this company shuts down. AVOID AT ALL COST!!

seamless claim process, payout matched what it cost to fix damage – Purchased our home and contents insurance thru ING (Auto & General underwrite this). Weather event damaged our home and all contact with Auto & General was professional, helpful, reasonable and efficient. They guided us thru the process and paid promptly - was actually really impressed. Show details

Apalling – We bought Qantas Home and Contents Insurance (Auto & General) thinking that Qantas as a trusted brand would stand by their product. How wrong we were! Qantas Home Insurance is underwritten by Auto and General and the only time that you will hear from Qantas is when you purchase the policy. If you have to make a claim they simply refer you on to… Read more

Auto & General. Qantas is selling the insurance on their brand and reputation so buyer beware. Our property sustained major damage caused by the derelict wooden house next door being set alight at 3am on a Sunday morning. by arsonist(s). Not our fault. Our experience with Auto & General has been torturous to say the least. We have had had nothing but grief, stonewalling and pushback on our claims for both personal possessions and the house major repairs. A&G appointed a builder to commence the cleanup and repairs but sacked them after 8 weeks. We were back to square one with our claim progress. The second builder appointed by Auto & General have been apppalling slow to progress the works and disorganised. Throughout the thirteen months the second building company demonstrated no project management. scope of works were repeatedly requested by us, the insured, and ignored. Communication was initiatiated by us 90% of the time. We always answered the builder's questions within 24 hours but any questions generated by us took months to receive a response. Often tradespersons would arrive at our home unsupervised and unchecked and would perform a poor standard of work. We eventually issued a Stop Work Notice on all repairs to our home and are at the moment at AFCA to try and get some resonable compensation to complete the works to the standard of our four year old high end finish home. A&G have offered us a paltry sum as a payout that would only cover 20% of the work required. Every time you want/need to contact A & G you have to go through their 1800 number and go through the same lengthy identification process. We have been assigned an "assessor" and he has never demonstrated to us that he was engaged and focussed on our project. Throughout this ordeal of which has been ongoing for 18 months, A&G have been totally absent regarding quality control. If you choose to insure with Qants Insurance, and unfortunately have to make a claim, be prepared to spend countless/endless hours battling the company. They do not want policy Holders to make a claim and will work every angle and strategy against you hoping that you will simply "give up". We have quite a deal of life experience as a professional couple in our 70's, but never have we encountered such indifference and disrespect from any organisation.

Beware of any claim – A $1000 claim resulted in $500 premium increase on every similar policy, even though there was nothing in common other than the people. Why use these guys if as soon as you claim they increase your priums by 200% of the claim. I happen to have 4 policies. Just no business sense - i wont be back Show details

They own budget direct – Have a look at all your bad reviews, you mob should be disgusted and I’d be ashamed to work for a company that has such a poor reputation. Owned by a dirty South African rich pig. Companies shouldn’t be allowed to run multiple companies insurance companies under different names. They should be more transparent, where reputation once meant something Show details

Shop around ! – Been with A & G for years, never had a claim, recently sold our house, the old premium was $1362 a year. Just called to get a quote for our new house ( new building cost is $70'000 more than my old ) they quoted us $6550 ! Seriously shop around, ended up saving $4200 elsewhere. Show details

Auto & General, its a crime they are in business – Tennant malicious damage claim for property and dwelling damage. My advice is, you would be in a far better position, to simply have no insurance, than commission Auto & General for coverage. As per previous experiences others have listed, my story is not too dissimilar. I also agree, its a shame, we cannot place a ZERO STAR REVIEW. I too, will tell anyone who will listen and the ones that dont, how absolutely incompetent Auto & General are. Show details

What a nightmare......Run a mile people – These guys are some of the worst people to deal with that I have ever known. I took out insurance through ING which was not the cheapest but thought I would pay a bit extra and get a better product. I then made a claim on my home insurance, provided them the details of the driver and company that damaged it and boom. I had to pay $600 excess up… Read more

front despite having the at fault parties details. I then found out ING is underwritten by Auto and General which does every budget insurance known to man. I didn't get budget insurance for a reason. Suffice to say its coming up to 12 months of stress, fighting and frustration and now the Ombudsman has it. Dont do it. Just dont.

Waste of time & money – Buyer beware, do not purchase a H&C insurance policy if they use Auto & General as their assessor & repairer. I had lightning hit by house on Australia Day & I am still waiting on a resolution of my claim. I have made numerous phone calls with no record of my previous conversations. I will not be buying a policy from any insurer who go through… Read more

Auto & General for their claims & I will be sure to let everyone I know to do the same. Waste of my money & time.

Auto and general insurance is budget direct are a nightmare to deal with – This company is a nightmare to deal with we had a burglary at our residence there were a lot of presents my father had purchased as he had stage 4 lung cancer it was to be his last Christmas lots of these items were stolen we had receipts etc now we are being investigate right on Christmas so great for the kids and the female Rachael in… Read more

investigations is rude we have been pre occupied dealing with the loss of my father and she has no tact at all disgusting company to deal with and would reccomend strongly to go some where else .

review of customer service phone call only – Twice in last 2 weeks had to ask for an insurance cover note to be changed. Super fast phone handling, understandable and literate call taker, super efficient courteous humorous and efficient couldn't fault this part of their service, well done. Show details

APPALLING CLAIMS HANDLING – We had a heavy door slam and shatter a window. Straight forward one might think. They send out an assessor, look at the window, confirm it shattered accidentally and it gets fixed, I pay the excess and they pay the difference. Not with this mob, a list of standard but entirely irrelevant questions. "Have you got monitored alarm system?" etc..… Read more

Won't provide a claim reference number until I go through their (most irrelevant) claims process. Another claims dispute going to reviewed by the insurance ombudsman. Don't buy this insurance unless you want to be mucked around !

Unfortunately no zero star available – Following zero changes to my home/life/work situation and zero claims, my insurance rate doubled in the first year (WT?), and now another 25% increase this year (again WT?) - so very wrong on so many levels. No explanation, no clarification, no notification, nothing. It is beyond comprehension. Absolutely scandalous and shameful. Show details

Customer service Great, Claims department Atrocious – Had to give one star because zero is not there to tick. Lodged my first claim on my building & contents cover for a theft after many years with A&G and learned how useless my insurance is. Asked me about 100 questions over the phone about the burglary and harassed me for over an over. They will ask you for information that you cannot provide and… Read more

will run you dry until you are exhausted. Despite having a police report and evidence, they will want you to prove the theft 'beyond any doubt' and make you withdraw the claim. Not sure why I have been paying this many years for this dud cover :(