Have been to hell with these very poor no care super
have been in their fund for several years now and over the last months they have become the worst company i have dealt with in my 40 years in bussiness.
First there increase of insurance by some 80% yearly then reduction of cover by 80% was first blow. Then over the last 4 1/2 weeks to get my own money from them for emergency operation has been like getting blood out of a stone. Still have not cleared the paperwork from them when ATO and banks can do same process in hours they have not finished in 4 week. POOR.
Still no statement for 2018-19, they used to be out in August, what are they hand writing them the new website is nothing short of a disgrace, whoever presided over this should be sacked. No response to emails on the website, they don't seem to give a stuff nowadays.
Customer service? what is that?
I have been a member for many years and did not need to contact them earlier. But last year insurance premiums jumped by 30% so I have now been trying to get clarification on some charges and premiums charged. I have in contact with care super for the last 6 months trying to get details without any success. every time I talk to someone they tell me that they are escalating it and someone will call back. Now for the last three months, it is at the highest level of escalation with no further details provided.
Extremely dissatisfied and have even lodged a complaint but am told to wait the 90 days that they are allowed to resolve it. No one there will give a coherent response except saying Sorry and a whole lot of weasel words
Whats happened to Care Super?
Ive been a long time Care customer but they just seem to be getting worse and worse of late. The new and improved admin system is clunky, you write a contact request question (3 times over two months) and dont get a response, they still havent supplied our end of year statements and yet previously they would be out by mid Aug most years, and now my insurance went up 30% because I evidently had a birthday and yet no one can tell me why. I talk to my friends about other industry funds and they say they feel wanted and valued but that has not bee...n the case at Care for the past couple of years (which is why Im looking to change ASAP). You would think with the outcomes of the financial royal commission and now the aged health care industry that these organisations would learn and just do what that say they will do and put customers first. Like I said, somethings not right at Care. PJ
Income protection....Dont waste your money on this option
Hi, i am a member of Care Super, have for years, had income protection from the start, finally made a claim...i havent been rejected, theres been nothing, no contact, no email nothing, you wait on hold for over 1/2 hour, then get passed around, they hope you just give up i guess. Save your money and try someone for income protection
A customer service nightmare!
CareSuper's customer service is extremely poor. On almost all but basic questions, I'm directed to a specialist team. That team is busy. Someone will call me back. Except they don't! I'm due about 5 callbacks, some from more than 6 months ago. Clearly, nobody is calling me back. Ironically, when I rang to complain about it, I was told "somebody will call you back and address the problem with you". Unsurprisingly, I still haven't receieved that call (from about 4 months ago).
Their Direct Investment Option is incredibly poor. The tradi...ng platform is directly out of the stoneages. As a professional share investor, I've never seen a worse trading platform in my life. Some transaction details don't update for weeks. Nothing is real time. Even your basic balance is 24 or 48 hours out of date. Yeah, don't bother with it. Overall, I would not recommend them to anyone. I'm looking for a better place for my super.
Absolute crap app!
So sick to death of this company. Their app is rubbish, waited for months on end to access our accounts online while they were updating their website and app and its bloody useless. Sick of this company and it dreadful performance. Need to change ASAP!
Would give 0 stars if I could.
- I had 5 different super accounts and I wanted to roll them into one.
All super companies were happy to oblige and made it easy with a click of the button- Excluding Care super. Care super made it extremely difficult after numerous attempts I couldn't get the funds from care super. Then 1 year later i did a search and there were no funds with care super. I contacted them and for the first time ever with any company because i couldnt answer one of the security questions correctly from 8 - 9 years ago they wouldnt let me access my account. I sp...
- Verified customer
Terrible!! Wish I had read these reviews before
Been with this fund for about 5-6 years. I thought they were quite “normal” as the transition into the fund was seamless... BUT after actually doing some market research some months ago, I realized that CareSuper is by no means a good performer so decided to change... I requested the rollover on the 23rd March 2019 and after being ignored for weeks on end I’m still dealing with major issues (20 August)! They’re even claiming that my new superannuation fund didn’t send the rollover request (when this is an automated process to them... and coinci...dentally CareSuper was undergoing major system changes during that period). The service is appalling!! I had to resort to the CEO after not getting any response from their customer service or complaints team (she was quite good and made someone get in contact with me). However, weeks/months continue to go-by and even with an AFCA dispute currently open (unfortunately they’re experiencing a high volume of complaints and delays), they’re taking no responsibility for a major stuff up, terrible customer service and huge stress/inconvenience caused to customers who have entrusted them with their whole life’s super savings. They seem to be good at taking your money, but average at investing it and TERRIBLE at customer service when it comes to actually accessing one’s funds.
if you invest in shares or ETFs...do yourself a favour and look past Care Super
Where do I begin? Members were locked out of their accounts for around 3 months while they changed their system (we were told this would be about 4 weeks)..numerous system bugs on the share trading platform since, can't place market orders, trading platform is right out of the middle ages, share sales settled in 2-3 business days (maybe) with no access to proceeds of sale in the interim; called up several times to find out what's happening and no one there seems to know anything and worse thing is that the people answering the phone seem to hav...e NO knowledge of share trading, placing orders on an exchange or much else. Silver Lining? If you just want to sit back and forget about your Super for years and years the Care Super balanced fund does have good performance. After patiently and with good humour trying to work with their direct investment option I HAVE TO MOVE ON as all of this has cost me a fair sum$$$.
Actually getting nervous...
I can't log in and retrieve member details. The security certificate is invalid for the member online area (scary!) and I haven't had a statement for a while. Care is not looking good. After giving them another month to fix the technical details, I am about to transfer my balance to another fund. I'm not confident they're doing the best with my money. However, before I transfer, I have to make sure all the insurance I've been paying for is taken across. And so it'll be several phone calls, long waits, chasing up... all over again.
Used to be good - now bad
We have been with Caresuper for a about 5 years, and they used to be one of the top industry funds - No more. The returns for the last year have been below industry averages/benchmarks. In addition, the new online account access /app is a disgrace, very buggy, slow and unreliable. Time to move to another fund......
- Verified customer
Thinking of joining? DON'T!
Dodgy, arbitrary moneygrubbing rules: Delayed cancelling my insurance policy for one whole month, sighting invalid signatures on cancellation forms. The forms were signed by hand, scanned and emailled. They demanded an original physical form signed with a pen - what is this, the 1800s?
SURPRISE: Gouged me for an extra month’s premiums in the process.
Lousy customer service: I specifically requested confirmation of the cancellation, received nothing. I had to follow up multiple times.
Waste money on unnecessary marketing/”free” lectures: Pe...rhaps they should spend less money on ridiculous celebrity marketing campaigns and “free” information sessions and lectures, and more on customer service, or REDUCE OUR FEES. AVOID LIKE THE PLAGUE. [Edit: the fees and premiums mentioned above were refunded, but only after this review came to their attention.]
Still no answer !!!
OMG well I have rang and spoke to someone again just over 2 weeks ago requesting paperwork again to be told they were very sorry for the delay and that I could expect it in 3 to 5working days. Well still no show , what an absolute joke. Then they ask you to stay on the line for a quick survey......don’t think so. Maybe nice on the phone but still no action. I also along with obviously a lot of other disgruntled customers will be heading elsewhere.
Not Happy At All.
Hubby & I are very longterm members.The recent login app is disgraceful. Apparently we’re both unable to login under the one and only email address we have (although we both have different membership numbers). Have lodged many complaints but I.T can’t fix it. Bye bye Care very shortly as this is pathetic. As far as the massive increase in insurance costs go, well that’s even more deplorable. They can fit it where the sun don’t shine. After all these years, it’s a terrible shame.
Where is my Pension Account, where is my money??????
Having been with CareSuper for 30 years I decided I would apply for a Pension account now I have retired. I submitted the paperwork on 3rd July and having not heard from anyone at Care to confirm account would be opened I phoned on the 18th July only to be told that I would not receive my first payment on the 22nd of July as the account would not be activated until the 20th July. When I signed into Member Online my Super account was and still is there showing a ZERO balance. [name removed] in advocacy told me he would call on Monday 22nd to c...onfirm account activated and we agreed that I could then do a transfer and my pension payments would officially start from 22nd August. He did as he said and called on Monday however he could see my Pension account but I could not and still can't see it online. After a number of phone calls this week (my version of Gone with the Wind or should I say Gone with my Super) I have now been told that the account has not been linked correctly and will not be fixed until next Tuesday, 30th July. I have also been told I can fill out a form to make a claim. I do not want to fill out a form I want to see my Pension account with my money in it. So what do I do now, what do I say? No, I know what to say 'NOT GOOD ENOUGH'. I question how many other members this has happened to and they do not realize if they have not checked their account online!!! PS Thank you [name removed] you tried to fix the problem for me.
Wish I could get an answer?
Have been with Care for over 25 years and my husband for 15. All seems ok until you need to talk to someone. I rang 2 and a half weeks ago to speak to someone and asked for some paperwork to be sent to me so I could have a look at the insurance premiums properly as the fees have risen dramatically and the cover has dropped. Looks like I will have to waste more time on the phone and hope that maybe they will send what I asked for. Very disappointing to say the least .
Doubled My Insurances because of a "Significant Event"
My collective insurances were $2346 for fixed death and fixed total and permanent disablement. I then get a significant event letter simply telling me that at the end of July my premium for same cover will rise to $5470.
I am over 50 and Care Super is simply gouging me because they know once you get over 50 your options to move to a new provider and get insurances again is slim to nothing.
Absolute hostage takers in my opinion and taking advantage of older folk who dont have the options younger people have.
No bad experiences - ever
I've been a member for the past 5 years. They were incredibly helpful and friendly when I signed up, explained things to me in simple to understand terms to help me know what I was getting with my super and haven't ever had a problem since. Just today I had to call to get some information about changing to a new employer and get some of my questions answered and the service I received was great. I was only waiting for 2 min or less. The lady I spoke with, took my details and then even went to the ATO website to find the form that I was trying t...o fill in and helped me each step of the way. I call that going above and beyond normal "read-from-a-script" help! I know that my issue isn't as complex as maybe some other people or as involved, but I think it's important to state the positive as well as the negative when/where possible. For me, CareSuper is the right choice and I hope I always get the level of service and kindness that I received today.
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Questions & Answers
I just received the following email from your organisation, I don't remember signing up with you as I am already and member that's requested a transfer of member.
Welcome to CareSuper and congratulations on joining one of the best performing industry super funds in Australia.
We’ll share more information on your investment choices and other CareSuper features and benefits over the coming weeks. Meanwhile, let’s start making the most of your account.
CareSuper Team ..CareSuper
Hi Tau'alofa, thanks for raising your feedback with us. We can help you look into this and let you know the next steps. If we receive a contribution from your employer, we're required to process it and open a new account for you.
We'll need to investigate this for you so we can work out what happened and help you out. Can you please email firstname.lastname@example.org with your full name and date of birth so we can look up your account?
If you have any questions please let us know.
Last week i was told that my claim had been accepted and i also recieved a letter saying the agreed amount is payable to me..i sent back the form which included my bank details where the funds wire to be deposited i call today and was told by çare süper that the insurer had put a wrong name on the Money but when i spoke to the insurer they say no çare süper is now disputing the AGREED amount...So Who is telling the TRUTH i would like to no...
CareSuper Team ..CareSuper
Hi Phill, thanks for getting in touch with us. Sorry to hear about the delay in paying your claim to you. We’ve raised your query with our Insurance team and need a few details from you to investigate this further. If you’d like to let us know your full name and member number, we’ll be able to look into your request and arrange the payment to you.
You may be able to send us a private message through this Product Review website (click on our profile and see if that’s available to you) otherwise you can email our social media team at email@example.com with your details if you like.
We take our members’ privacy very seriously, and prefer to keep conversations regarding insurance claims private. We suggest you don’t share your personal details on this public Product Review website and we look forward to resolving this matter with you offline.
What are the criterias that need to be met for the approval of an extreme hardship early release form?
CareSuper Team ..CareSuper
Hi Hvass, hopefully you've been in touch with us and found the answer to your question. In case you haven't, or for anyone else who may be reading this, we've outlined some of this information in the FAQs section of our website: https://www.caresuper.com.au/faqs - under the 'Superannuation basics' section.
If this doesn't answer your question, or if you'd like further information, please call the CareSuperLine on 1300 360 149 and we can talk you through the process.
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