SERVICE AND ADVICE
"You were helpful and prompt with your attention. made it easy to deal with."
It's not much fun when service providers are happy to take your money, by when you want help and advice they don't want to know you!
If I could rate them ZERO I would
My previous super company merged into Hesta. I was told there was nothing I needed to do in regards to this. I then received an email stating that since I had not responded to a deadline in a letter they claimed to have posted, my income protection had been dropped down to a significantly lower level than I had previously held for the past 6 years. I did not receive this letter, it was not sent via my preferred method of communication as all my other correspondence in regard to this changeover had been, and I had repeatedly received emails tell... Read moreing me there was nothing I needed to do. I was unaware I had missed any correspondence until the email came confirming the drop in my income protection cover. I immediately contacted the super company and told them I had not received the letter and wanted this cover reverted back to what it was (which I had applied for and been paying for). Hesta’s response was, and continues to be, that by them sending a letter they have notified the consumer, whether or not the person receives that letter is immaterial. They have yet to provide proof of dispatch in regards to this letter. No follow up reminders were sent before the deadline. After trying multiple times to have my cover reinstated, I cancelled my IP cover with Hesta rather than pay them money for a level of cover I had not given permission for them to change. A word of warning to anyone out there in a similar situation, by cancelling this low level of cover I have been told by a third party that it weakens my case for regaining my previous level of cover if they are unable to prove the initial letter was sent. I needed to continue paying for a product I did not request in order to have the option of this being reinstated if I won a dispute case. Hesta’s motto is ‘Super with Impact’ and yes it is, ‘super with a negative impact on hardworking, regular people’. If I could rate them zero stars I would.
"Answered the phone promptly and were Very polite." I felt important and not just a number
Always a pleasure to talk to Hesta
My request was dealt with so fast and the person helping was polite and helpful.
Considerate customer service
Easy phone system and very prompt answering. The Team member engaged with me, listened and responded very effectively. They took time to ensure that my needs were met.
Friendly staff, didn’t wait on hold or in a queue and query was resolved quickly.
Friendly staff, and were able to help with my query. I also did not have to wait on hold or go into a queue, I was answered straight away and my query was resolved quickly.
Author stated being incentivised for this review
Impressed with customer service and ability of first point resolution
Communication is brilliant then contact was easy and issue swiftly resolved with first contact point. Impressive
"Answered my questions completely and very friendly" i was very happy with the explanation help I was given
Hesta is the Besta
Good service, great website, good returns. Hesta is the Besta
Shopping around for insurance and I realised I was getting RIPPED for years.
Worst performance and customer service. Just try and get your money out of them. Their insurance premiums are 3-4 times other super funds too. Thank heavens I made the switch to a better fund. Good luck to the CEO focussing on Green, ethical, and inclusive policies. MAKE MONEY love, not friends. Bye........
Efficient response to my query - satisfied my concern of where my money should be distributed.
"Was a very positive interaction with the support staff and they were very friendly."
Really happy with hesta
Responsive, web site easy to navigate. Friendly and helpful staff. Good reports about performance.
Application for hardship made harder
I applied for a hardship withdrawal on the 26 of October 2023 I was told it would take 3 days then 24-48hrs for funds to hit my account depending on what bank I am with.
On the 1st of November I contacted Hesta early in the morning, as it was day 4 and I was told it would be escalated and I would get a call back, That afternoon around 3pm I did get a call back and was asked to supply a Q230 form and to email it back to them. On the 2nd of November I went out and got the letter and emailed it to them as requested I even contacted them to confirm
HESTA SuperFund not so Super
I researched such great things about HESTA superfund but my experience has been anything but. I signed up with HESTA and after organising all the transfers from other super accounts etc. I had trouble registering, activating or signing into online account in June 2023. It is now November 2023. I have not been able to access super information and review services provided, income protection, life insurance, rates and fees. Completing the online registry verification process or change password process has been made impossible.
The registration con
Questions & Answers
How long does it take to process my withdrawal from Hesta as it has been 2weeks now.
Well I made a claim in February and I am still waiting.
Thank you for taking the time to get in touch.
The duration of your withdrawal process can vary based on several factors, including the time required to receive necessary documentation and the volume of incoming requests.
We are available Monday through Friday, 8am - 8pm AET, at 1800 813 327 or on our overseas number: +61 3 9200 4714 to provide an update on your withdrawal request.
Alternatively, you can send us a private message through Facebook Messenger by visiting http://hesta.co/62633YIvS between 9am - 5pm AET.
The Team at HESTA
How do I log in
On the HESTA Web page you select Log In, or if you don't already have an online account you will need to create one. You will need to know your membership number.
I am a Super contributor. I don't work at HESTA.
If you need help you should contact HESTA
Thank you for taking the time to get in touch.
To log into your online account access you must be set up for online account access. You can set up online account access or log in using your log in details (if your account is already set up for online access) at the following link: https://my.hesta.com.au/login
If you have any further issues, you can select 'online chat' or call us on 1800 813 327 from 8am to 8pm AET Monday to Friday for further assistance.
The Team at HESTA
I switched from Hesta a few years back to take advantage of another fund's ability to buy individual shares, which really boosted my super. However, despite ceasing work after turning 60 the fund seems to take months to process a 30k cash withdrawal. Its PDS states that it can refuse cash withdrawals and even suspend accounts. I'm considering switching back to Hesta as it has much better reviews. It seems common from reviews on this site that funds like to tell people it takes 5 business days from receipt of application to receive funds when it actually takes months. Hesta is getting the same kind of reviews when it comes to cash withdrawals. Why does it take this long? Why is there not honesty and transparency around the time frame? My mortgage comes off the fixed rate in July and I will want to withdraw another 100k. I'm worried that despite switching back to Hesta this large withdrawal will take 6 months or more. The rhetorical question is what good is retirement if you can't access your funds?
Thank you for your question.
You can apply for a full or partial cash withdrawal on retirement grounds from your HESTA account online. You can log into your online account here: https://my.hesta.com.au/online-benefits/withdrawal
Or, if you prefer, you can download and complete the following form: https://www.hesta.com.au/content/dam/hesta/Documents/Application-for-benefit-payment.pdf .
Please scan and email the completed application form and supporting documents to email@example.com or send via post to: HESTA Locked Bag 5136 Parramatta NSW 2124.
If you’re not opted in for electronic identification verifications you will need to provide paper copies of certified ID.
Once HESTA receives all the required documentation, and providing it is all correct – benefits are processed within 3-5 business days.
Please allow additional postage and/or bank processing time on top of this.
You can choose to receive the payment directly to your bank account or we can post you a cheque in your name.
If you have any further questions or concerns about the withdrawal process, our team are available on 1800 628 849 between Monday and Friday, 8am - 8pm AET.
The Team at HESTA
I pointed out that Hesta is getting reviews about significant delays in payments. I was seeking reassurance that if I switched back To Hesta the time frame for a cash payout would be processed in the time you publicly state, due to my current fund having months of wait time. Instead I just get instructions on how to withdraw. Albeit it is a difficult question so I understand the avoidance, but I guess I got my answer.
Get an answer from our members and HESTA Super Fund representatives
About HESTA Super Fund
HESTA Super Fund doesn’t pay commissions to shareholders, which helps to keep its fees and costs low. This involves perks such as reduced admin fees, no entry fees charged when transferring money into your super account, and the provision of expert retirement and financial planning to members, at a competitive price.
Points of praise:
- Several satisfied HESTA members reported that the amount of money in their super account grew quickly, thanks to strong returns on their super contributions with the fund.
- The customer service was described as informative, as well as pleasant, polite and helpful. HESTA staff were described as being prompt in answering any questions members had, both during the sign-up process and over the course of a membership with HESTA.
- A number of longstanding numbers who'd been with HESTA for decades commended the super fund’s overall performance, and recommend HESTA to anyone looking to switch their superannuation fund.
HESTA Super Fund has won a 2023 ProductReview.com.au Award in the Superannuation category, winning for the third year in a row. Above all else, reviewers loved the super fund's customer service and transparency.
Contact info for HESTA Super Fund
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- ABN: 64971749321
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