Lack of diligence and failure to provide appropriate information when requested
I am so disappointed with the CommBank so much so that it made me to register on this site to give a review. I selected ONE star purely because CommInsure picked up the phone when I called.
I spent at least 4 hours (3 calls) with them that I have been wrongly charged for a claim purely on the basis that I hadn't made "the claim" but only "reported" the incident when it happened. I was put in the total darkness until the same bank sent a debt collector to me. When I asked them why I was not informed of the proceedings, then they simply said it ...is the procedure they follow. When I asked what enquiries they have made, their answer is we compared the notes that suffice, even though I insisted I have witnesses when incident took place. When I requested a report on their investigation, the answer was they are not obliged to provide one and "the system doesn't allow them" to produce one BUT referring to road code and asked me to GOOGLE it, but failed to give details of the code for reference. When I asked for Manager to speak, guess what, he isn't available (classic uh!) I could go on... but you get the gist how uncompassionate and disregard towards their paying customers. My experience with CommBank attests their sheer arrogance and I am taking immediate actions from pulling out all my financial dealings with them in future. Hope this review help for whom it matters.
Decided not to renew insurance because they increased it by a ridiculous amount (no claims ever on my car). Rang up and asked not to renew as of 21st Sep (when the policy expired), said they would send a letter confirming the cancellation. Received letter yesterday stating they cancelled my insurance on the 1st of Sep! I have been driving around with no insurance for 3 weeks thanks to these idiots.
Forget trying to call for a quote. Their Australian contact centre is severely understaffed. They will call you back. You suffer their rubbish IVR. Advertising. They can’t call you back at all at a prearranged time. They can’t email you anything. Has to be by post. Any issue and it’s 10 days + before you find out there is an issue with your cover. There is absolutely nothing these people get right and this is sales! Their communication fails to advise vehicle details. They just provide a policy number. When you have multiple vehicle policies yo...u have no idea which one they are communicating about. So hard to give them business I can’t imagine what their actual claims process is like. In any event they can be trusted so taking 7 policies elsewhere. Not worth the risk. And there is absolutely no point promoting your all Australian call centre when you don’t staff it! Go to Manila or somewhere. Better yet, sack your useless executive team and get people who understand communication and sales. You have lost my business purely out of arrogance and stupidity.
Most useless insurance company i have EVER dealt with!!!
Setup fine. Value WAS good. Online claim system is pathetic, get's lost in commbank account. Cannot make a claim over the phone unless it's an emergency.
I was lead to believe that my excess was a tad higher at $1050 because of my increased monthly premium. I made a claim around a month ago, and had to request/pay/submit my 'official vic roads driving history' (have never had to do this in the past with any other insurance company). CommInsure turned around and said that by me driving my own car, my excess was $2650!!! (Apparently this was agr...eed to over a 'web chat', which they have failed to provide the transcript for after 3 separate requests) It would be cheaper for me to respray the other persons entire car!!! Considering the money at stake, Commbank has still not contacted me about the claim. Worst customer service ever! Cancelling my policy, insurance and taking my loan/banking elsewhere!!! Make sure you read Comminsure's shonky fineprint!!! Cheers CommInsure!
Incompetent and horrible communicators.
Had an accident that was not my fault.
Called to find out the easiest way to deal with it and they suggested they do the claim and waive the excess. They will "deal with the other party" and let them do the heavy lifting.
1 month of me calling they still hadn't contacted the other party. left multiple messages.
from what i could tell they never even googled the company name to find an alternative number or email.
After 1 month of me calling and them telling me nothing changed, I called the person who seemed to have zero clue that comm insur...
Comprehensive is a Joke
Got rear ended (not at fault). Gave CI the others driver's registration and driver's license details. After replacing the rear bumper by their approved business, When I picked up my car the next day I was told to pay the $600 excess. CI charged me the excess because the driver doesn’t have a phone number. On closer inspection of his licence it shows it expired 14 month ago! He operated the vehicle with no valid driver’s licence rear ended me!!! I have “comprehensive” car insurance. Definition “comprehensive” Cambridge Dictionary “Comprehensive...insurance will also cover you against theft, and against any damage done to your car…” Definition “comprehensive” CI “We will….. bla bla bla….. I think their insurance offices is on the c/r of Screwyou Rd and Thanksmate St. Record phone conversations for training purposes, thhh it’s easier to train a monkey to do show jumping with a donkey. Cheers CI no more.
Definitely not worth the price you pay for it
Car was broken into leaving front passenger window smashed, dinted door and stolen items.
-no option was given to tow the car to the mechanics even though the car was unroadworthy. Had to ask for it and had to justify why I was unable to drive it myself. Reason provided was that they don’t usually send out tow trucks for broken windows.
-did not even ask if a hire car was required. Had to ask for it
-beware of the ‘imposed excess’ charges when you claim. It’s in the PDS but not clearly visible or explained in detail. Very misleading to a consumer and in my opinion is definitely an unjust cost.
Comminsure is definitely not value for money and I would take my business elsewhere.
Terrible experience. Don’t go with them
I had compressive car insurance with them. In Mar 2018, I made a claim of car accident. The driver didn’t stop and tried to escape. I followed the driver to his place and he refused to provide his driving license and details. So I had a police report. But I was unable to apply for the police report and camera footage by myself therefore I could not provide the evidence to insurance company to prove it’s not my fault. Police said the insurance company can access the report with police report number and required the footage. However, the comminsu...re states that it’s their policy that they don’t obtain the police report and it’s my responsibility to get it and provide to them, which I could not get it from the police. In the end they made the decision of equal liability for the accident which is totally not fair to me. As the comminsure lower my rating and increased the premium by over $500 and add a imposed driver excess of $1200 on top of the basic excess I chose $850 (total $2050 for the future claims till 2050). I called police today Mar 2019 to try whether I can get the report and footage and police said they can only provide the report number and insurance company can get it with the report number. Police said the only reason they have this policy that the costumer should provide the police report etc which I am unable to get it even I pay for it is because it does cost insurance company to do it. So they just simply identify and decide it’s my fault and increase the price and add imposed excess on my car insurance. I tried the communicate with comminsure many times and even their senior manger and I just have the repeated answer that they don’t obtain and investigate what truly happened - it’s their policy! They won’t truly care who’s fault it should be by getting further evidence and simply make you to pay higher next year. So why should customers stay with them who don’t really care about the best interest of customers! And their customer service is really bad, they only know what the system tells them which I can get all information online myself, they don’t the critical questions that customer asked. So they transfer you to claim department and the transfer the line to the policy department and in the end I still don’t get the answer I want to know. Extreme terrible experience with them!
100 percent happy with Comminsure car insurance.
Had a nose to tail car accident, called Comminsure the following day and made a claim. Repairer emailed quote to Comminsure, and within 4 days had the approval to go ahead with repairs. Very happy with the whole transaction. I am staggered to read all the negative reviews.
NO NOT USE!!!
4 months. Had an accident. They're only open 8 to 4 Monday to Friday. Your tow cover i valid after you get a tow pay and they reimburse "reasonable" expenses. Car should have been a write off they called it a repairable right off. Six month later car is still not running well.they refuse to have it sent back to mechanic.
Cannot fault comminsure
I am not insured with comminsure but was involved in an accident with someone who is. As it was the other partys fault i cannot stress that the service we have received as a non customer was fantastic. From the day of accident 4 weeks ago until now we received a loan car, great customet service, and a payout of my car as a total loss and didnt get ripped off in any way. The payout ammount was within the range we were seeking.
Terrible beware do not use
We have made a claim on our home as or house went on fire 11 weeks later still nothing done still no money for our belongings we are living in a rental with nothing no communication always making excuses for why no work is done and trying to prove about what we had ie furniture clothes etc they want receipts how do we have receipts when our house went ok on fire.DO NOT use comminsure terrible company a nightmare.
Appalling. Why cant I rate No stars - they dont deserve any!
I have banked with Commbank for over 16 years. Comminsure service has continually deteriorated over this time. They dont know what customer service is! I lodged a claim, and all I have received is a text message with the claim number and bank details for me to pay the excess into. How do I even know this is genuine? Why have they not responded through Netbank or email or by letter? They have all my details! Why do I get follow up texts that I cannot reply to? Why is there no contact phone number with their texts? When I found the phone n...umber and rang they dont answer. Wait on hold for over 30 mins before giving up. Simply woeful.. October 27th 2018 Update: Appalling. Why cant I rate No stars - the saga continues ... the saga continues from since my last review on 26 Oct. I rang Comminsure during business hours and was informed there was a high volume of calls, however I could request a callback and retain my place in the queue. Well, this is an improvement since a prior claim in 2016, things are looking up. Some 45 mins later I received my call back, BUT, I then had to wait on hold for 20 mins to be connected to a person - go figure.... When I finally spoke to someone I explained I has lodged a claim online (through Netbank) and had not received any further contact, other than a text message giving me bank details I could pay the excess into. How do I know its legitimate? I asked for a letter to be issued, with details of the claim that I had lodged, and for it to include the bank details. Not an unreasonable request surely? I was advised that he would send me an email with the banking details, but could not issue a letter with the claim details. Really? What sort of organisation is this? Anyway, I agreed, and told him that as soon as the email was received I would pay the excess. The email has still not been received. I have banked with CBA for over 25 years. Everything is with them. Not for much longer. If you are thinking of entering into an insurance policy with these guys, think again!
Car accident resulting in vehicle replacement
Wow, where to start. The worst experience I've ever had to endure. Dealing with CommInsure was worse than accident itself. A bunch of programmed muppets who can't think for themselves or do anything other than what they've been trained to do. And even that left a lot to be desired. Did not follow up on anything, did not contact me and did nothing that I asked them to do. I did all the chasing up, and I had to chase up AAMC (their vehicle replacement team) myself and make sure they were onto the job as there were some specifics that needed t...o be communicated to them. They were supposed to source the last manual car that I found at a dealership, instead they ordered it from another dealership where I would be waiting 6 weeks and didn't even bother to tell me. Useless. Will be canceling all my insurance with them after this (still waiting for my car and it's been over 5 weeks). Very very disappointing to say the least.
What's the point of having insurance with CommInsure
Got rear ended (not at fault). Gave CI the others driver's registration and driver's license. CI wanted to charge me an excess even if not at fault, as they did not have the driver's phone number. I had to drive to the other driver's residence to get his phone number in order for me to avoid paying an excess.
CI also did not at any stage inform me I was entitled to a rental car, which I was.
A few months later CI sent me a letter wanting me to pay for the repairs.
In short, they are quick to get your money but you still have to do the hard yards if you need to make a claim, while they sit on their butts doing sweet FA.
CommInsure - Stay Away! Expensive and Restrictions
CommInsure offers options for cheaper premiums (age restriction, etc) but it is deceitful and not cheap. Do not fall into this trap, it is 20-40% more expensive compared to other companies and your circumstances may change. This happened to us as our no-fault claim has been denied due to age restriction. Reputable companies do not offer any age etc restrictions as an option.
CBA also charges the old customers higher premiums compared to the new ones. Our old "age restricted policy" was 30% higher than a new policy, and 15% higher than ...a new "unrestricted policy". Get new online quotes each year, it is very easy. We have switched to RAC for a policy without any restriction. It is 40% cheaper in the first year and 30% cheaper thereafter. It includes my son as a registered driver and it has open driver policy so anyone can drive but regular drivers need to be registered. CBA dispute resolution is terrible. Do not trust their website, they even do not observe their own resolution procedure.
CommInsure going down
After comminsure there customer is the worse driver , islander with a passion just be brand out traffic , my ccv tv shows a lot more and my kids were in the car, they never cared see there safety my barrister is looking into them after 5 months they give me the same scenario as my barrister said get your witnesses on the Stand there screwed stuff commonwealth we are customers we changing any dollar a dollars to them (y) too bad we have it on we got on record good on commbank we been longer me my wife stuff you
Let's create a platform and take legal action!
I have had a terrible experience with CommInsure. Same experience as many others I have read in these pages. When you make a claim they don’t even bother replying. I would like to get in touch with as many of you as possible, and develop a plan to take serious legal action and take CommInsurance to their insurance watchdog. There is a code of practice they are obliged to follow which they systematically breach and ignore, and only through serious organised actions we can make our voices heard. Other options could involve a media campaign and ot...hers. I am confident that most of the people affected by CommInsurance malpractice will end up in this page reading this. Not only that, but I will be forwarding this message directly to as many people as I can in online forums. It will take a while until we can gather enough force to make a change, but together we can really do a lot of damage. Please contact me [contact details removed]
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Questions & Answers
Does CBA comprehensive car insurance cover for damage done to your car whilst parked when you do not know who caused the damage?
Do I have to add a person's name and details to my car insurance if they are over 35 and will be only driving my car very occassionally?
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