Completely ignored including writing to CEO
I have IP cover and made a claim as required by phone over 3 years ago. To cut a long story short, no one even bothered recording anything, no one has ever sent me anything, just changed the address. My email I have asked go to their CEO never got there and they are trying to call me with more questions totally unrelated to my request which I am positive as to not let Julie Lander know of their incompetence. Don’t bother. The money isn’t worth it. The service is terrible. You will never be sent anything. You will be told every time 90 days and then radio silence. And it costs a bomb. You can end up homeless waiting for these people. Despicable way to treat human beings. The RSPCA is kinder.
Care Super Needs Improvement
I have been a care super member for over 25 years. They were five star ratings for a long time but is disappointing recently both from the service and from the performance point of view especially after they changed their platform. It was a nightmare when I tried to login in the new platform. Rang the helpline for a few hours and no one response. In terms of performance, they are no longer the top performer.
Terrible company, terrible customer service
I requested a rollover to my new fund through mygov in January 2019, they sent me a letter saying they needed a certified copy of my marriage certificate to change my name on their records then they would process the request. Fine. It took me a little while, they say they got the marriage certificate in June, I assumed once they got it the transfer would happen. In November I see that it hadn't. I was given an insincere apology and an excuse about a new computer system. They were going to look in to it and get back to me. Instead of calling the...y sent me and email telling me to call them (which I missed assuming it was spam). Now they're saying they have no record of the rollover request - even though mygov clearly says TRANSFER PENDING with the request date - and I'll have to fill in a paper request form. They've refused my request to be reimbursed the fees I've paid needlessly. At this point it seems like they're deliberately dragging their feet processing this request so that they can hold on to my money as long as possible. I agree with the previous reviewer, they're rats.
- Verified customer
Beware of this company. They will LITERALLY, I mean LITERALLY take ALL your money from you.
They are rats who literally take ALL your money. They alledge they have sent me letters by post saying I was on a "premium insurance" cover but I have never seen them. They didn't bother sending a SINGLE email letting me know. I have already departed Australia, I called them and they said according to the "law" they had the right to do that. I NEVER authorized them to charge me for what they call "premium insurance". All my money, until the last cent, was taken. Do not ever use this fund.
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.
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Questions & Answers
I've been trying to log into the member access and it is down AGAIN!! When will this be fixed? Like last time took over a month..... Very frustrating to the point of looking else to place my retirement fund. Not happy!!
Please do change your funds to an industry super fund instead if you don't want a huge headache. I've been ripped off with what they call "premium insurance". They do their best to hinder your access to your account so you are not aware of what they are charging. Very slow and unfriendly customer service.
CareSuper Team ..CareSuper
Hi Franmich, we're sorry to hear about the issues you experienced logging into MemberOnline. Have you been able to log in and access your details? Keep us posted - we'll sort this out for you and get you any details you need.
We recently experienced a temporary/unscheduled issue which affected a number of members for a short period of time. Our Digital Team has resolved this issue now and we believe everything is operating correctly.
Let us know if there's anything else we can help you out with.
CareSuper Team ..CareSuper
Hi Sarah, would you like one of our Insurance Specialists to give you a call to talk over your insurance queries? We can let you know more about recent changes to your insurance and help you understand if your level of cover is right for your needs.
If you have any questions, please let us know. We're happy to help.
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 email@example.com 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 firstname.lastname@example.org 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.
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