As of September 14th, 2020, First State Super rebranded to Aware Super. This rebrand also included the amalgamation of StatePlus.
Disorganised communication. Rude staff.
Been with aware super for years. Lately I wanted to merge my different accounts into one. I found that each account was referred to using different names by aware super on different occasions. I could find five difference names used to signify my two accounts. Confusing!!
After many phone call attempts I was told the best way to achieve this is to closed one of the two accounts. Conflicting instructions were given to me and when I rang up to clarify what they want from me some of these communications could not be found in my records.
The financial advisor allocated to us does not reply when we leave a message although we are charged over$ 2000.00 pa for advice. I have lost count of the number of advisors we have had since starting with State Super, about 15 years ago . For some reason they don't stay there for long.
Extremely poor customer service
I have been with Aware Super for 10 + years. The returns have been reasonable and they have an acceptable mobile app. However 6 months ago we tried to deposit a spouse transfer. It appears they make an administrative error and lost the funds that were meant to be deposited. We tried to contact Aware Super for over 2 months. The only correspondence we have received was being told they could not do anything about it. Apart from that they have ignored 6-8 separate emails and have not even responded to complaints through AFCA. Unfortunately their customer service is terrible - I have never been treated so poorly by any other organisation. I would strongly recommend selecting a different super fund.
Absolutely No Service
Trying to withdraw Funds, wrong forms emailed, phone call after phone call not returned. Totally inconsistent advice given ,continues from 26th July. Think I’ve spoken with 8 persons . No service
Won’t call back on Enquiries line
I’ve been waiting for a call back since 1pm . It’s now 4.15pm. I had an Enquiry 4 weeks ago, action requested still not activated on my account. Forms still not sent to me. Very unsatisfactory
Former happy StatePlus client. Was provided with docs to sign. Returned signed docs by mail. Got this in an email. "To Your document: Switch Form has been signed". And then I am invited to view these on the secure website. When I did so I noted that the unsigned docs were there rather than a scanned copy of my signed documents. I rang the number and waited 20 minutes. Got the third degree about my identity. I repeated things and eventually hung up in disgust as I had a very simple question to ask. In future, just send me an email in p...lain English telling me something like: "Confirm receipt of your signed documents". Here is the email: Dear Ron, To Your document: Switch Form has been signed. To confirm this is a genuine email, please check your account via the Aware Super secure website. From here you can view the signed document. Remember in your Aware Super secure website you can
DO NOT take out TPD. They DO NOT / WONT pay you if you cannot work in your profession.
Having been with Aware (First State Super) for over 20 yrs and following a severe workplace injury totally removing me from my great teaching job, that I loved they refuse to pay me my very valid TPD claim. The fine print states something about being able to work (not as a teacher) BUT anything. I cannot work for more than 3 hrs MAX a day. I would NOT employ me. BUT they still WILL NOT pay a $ 77,000 claim. After me paying MAX. premiums for 20 yrs. I am disgusted with them DO NOT get Aware Super, its fine print gives you NO PROTECTION at all. I...was a Teachers Fed rep and STILL the Union AND Aware super treated me terrible. I do not have a job and cannot work. But I can drive and read my emails. That allows "an ability to work" I am on medication and severe chronic neck pain. Cannot run (ankle stuffed) or drive as that causes severe added pain. Memory loss and anxiety issues add to problems. TPD insurance is a TOTAL WASTE of your money. The fine print allows them to escape ALL payments unless your near dead.
Agree Aware service is pathetic joke
Same experience - unable to contact Aware at all. Their replies on this site suggesting complainants message them are a joke -Ive sent several over 3weeks and never had a response.
It’s my money , not Mercers.
Unable to contact aware super (administration ‘ Mercer’) within 2 weeks of EOFY, cannot access account through on line app. to make routine change. This fund does not offer acceptable member service. In my experience with this, 9 other super Aware is the least member friendly fund. There are far better administered super funds than Aware. Would not recommend this disaster to anyone.
If I could write zero stars I would
If I could write zero stars I would. Absolutely appalling excise for a super fund, customer service is non existent and they send you letters that arrive the day your super form is due to say you have one detail missing so it’s not been processed. Will be changing funds ASAP. Absolutely furious
absolutely horrendous treatment of clients wishing to contact them by phone
I was originally with State Super and now transferred to Aware.
Calling State Super was easy - you spoke to a person who could help you or direct your call.
Now you are put on hold - 30 mins and still hanging on! Very dissatisfied.
Ads traumatising, harmful
Bit hard to enjoy TV when every 5min this company put really vivid accident experiences in ones face I'm starting to develop PTS feelings whenever that stupid motorbike accident starts I brace & squeeze eyes shut hard, I've never been in motorbike accident but this is repeateded & very vivid like your their, it should be banned kids will be watching this over & over as well. you are HARMING people with these adds for the sake of making money!!
Waiting time of 50 minutes ??
Customer service is slipping now FSS is now part of Aware. The responses to investment questions are now just to generic to be of any use and really disappointing given the fee's charged as a percentage of the asset.
This is the worst customer service I have ever experienced,I can never get thru and they never return calls.if I could just take my money an run I would leave this bunch.
What has happend to answering phone calls?
We have been with this super fund for many years and never have we had this type of problem. We can't get through on any lines to get a simple answer to a question. What has happened to this company that answering a phone call is beyond them.
Questions & Answers
Aware super I would like to know how your advertisement on TV represent super every time I see it I think of private health insurance not meaning to offend just my observation
Thank you for taking the time to leave your review, and we apologise for the delay in responding.
The intention of our film is to highlight the amazing work our members, particularly nurses and emergency services workers, do every day to care for our community.
I have a conservative growth strategy. Why have I lost over $7,000 in 15 days from my super?
The stock market does not reflect these losses and things are improving after COVID, yet I am losing money by the thousands.
Why are your investment strategies so poor? Or please advise why ‘conservative growth’ fund members are losing so much money?
I do not wish to change this investment option as it is meant to be safest and low risk so why the poor performance?
Not at all happy!
Thank you for your question.
Fluctuating returns are a normal part of the investment cycle. We have an investments team who are actively managing the allocation of risk in the fund to manage market volatility. At Aware Super, we remain focused on the long-term performance of your portfolio. There are three main ways we manage exposure to markets over time. These are diversification, active asset allocation and managing foreign currency exposure.
You can read more about our approach to investments on our website here: www.aware.com.au/member/investments-and-performance/how-we-manage-your-investment/investment-approach
If you have any other questions or would like to discuss your investment option with us further, we would love to hear from you. Please call us on 1300 650 873 or send us an email to email@example.com
Their conservative growth option has performed horrible when benchmarked against other funds. Aust Super Conservative balanced has delivered approx 8% more in returns over the past three years. IOOF has the multiseries 50 which is similar risk, this has delivered approx 9% more pa over the past three years. Aware has a very ordinary track record with investment performance. Vic Super had a much better strike rate but i understand they are not calling the shots under the new merger.
How to get payment code?
Thanks for your message.
If you require any information that relates to your Aware Super account, please feel free to contact our Service Centre on 1300 650 873 or email firstname.lastname@example.org for more assistance.
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