Hostplus

Absolutely disgusting experience. A claims team that has no accountability or interest in helping its members. I have had a constant breakdown in communication, unreasonable requests made by the insurer regarding the death of my mother and have had no communication or resolution even though it is caused me to be hospitalised and a serious decline… Read more

in my health. I have provided extensive medical information at my expense which has been ignored as well as my current poor health situation..

I've called Hostplus call centre twice. On the first occasion the person I spoke to was unbelievably rude. This morning I spoke to a person who was NESB. She could not understand me. I had to repeat myself over and over. Disgraceful. They were meant to send a document for me to complete for a financial advice appt in two days. Haven't received it.… Read more

I've sent an email and guarantee it wont be responded to prior to the appt. Absolutely going to change funds. What astounds me is the complaints about poor customer service are evident over years. It has never been otherwise. This site is monitored by Hostplus. The representative constantly apologises yet nothing improves!! Absurd

Hostplus were a fine industry superfund, until your life gets turned upside down and you want to claim insurance. they just ship you on to the insurer and even whilst it is legislation that they support you, they wipe their hands of you and provide no support. 5months I have been waiting for income protection and remain fighting with the insurer and Hostplus do not return my emails or phone calls. disgusting industry, superfund and insurers.

My solicitor submitted my tpd claim on December 16th 2025 and I’m still waiting for an outcome. You pay your insurance and when it’s time to claim they give you the runaround. Not good enough Hostplus.

They conned me into moving my funds into CPI+ then the return year on year halved as the share market rose.Then,the fees increased dramatically year on year.The unit price never went backwards but the capital gain went down.I lost upwards of $200k… Read more

by listening to them. If you don't move at least put all your money into an INDEXED fund.80% less fees. You won't find that advice easily on their site,if at all. It does appear that the so called customer service has been outsourced to people that apologise all the time but nothing gets done. Get out of HP asap. We need a class action against them.Has been done to Colonial First State which was forced to pay big fines for misleading their clients.

HostPlus are the WORST whenever something needs changing! 1) My wife (76 years) has a Hostplus Pension and a HostPlus Super from a temporary job many years ago 2) everything was in her old name which needed changing when we got married. 3)… Read more

Unfortunately she had reversed her Middle and First names as she always preferred her Middle name. 4) Hostplus does not allow emailed documents and so Everything has to be certified and posted. 5) There was no reply to our certified/posted correspondence in 2023. 6) Many Many emails over 2024/5 and one result was that we could not withdraw the Super until the Name change had been finalised. Name change eventually happened in early 2025. 7) Trying to finally get the Super at last, BUT, the Certified documents were in the OLD name and, Despite having already had the certified Marriage certificate, refused to allow a withdrawal into Accounts (and Tax office number) in her New married name (matching the Super Name !!!). At 76 she has no new passport, drivers licence,etc and thus, despite EVERYTHING else matching, they will not allow the Super to be withdrawn while still collecting the Admin Fees on a dormant account.

How come EVERY other organisation we have dealt with allows Emailed Documents but NOT HostPlus ?

Now the sporting finals season is behind us I want Hostplus to provide, in writing, full disclosure of its use of MY MONEY to attend any events such as the AO tennis (what matches, how many attendees, cost per seat, total costs including travel, accommodation etc.. The same applies for the AFL and NRL finals. I want to know who went, and at what… Read more

cost. Because listening to the Hostplus CEO squirm yt ring to justify these activities in the past by stating words to the effect of ‘we don’t really want to do it, but it’s about growing our business’. What a total crock

The best super fund I've ever been with. Safe, reliable and the staff go above and beyond to help and advise you on any matter. They cover all concerns you may have and address them quickly, efficiently and in a way you understand, every step of the way. Incredibly satisfied with their performance.Thank you Hostplus! Show reply

I moved my Super into a SMSF and faced unbelievable delays with HostPlus. It was almost as if they were deliberately trying to delay the process. When I tried to escalate the issue I was told that someone would call me back in 48 hrs, but the person who called back was no help at all. Every time I spoke to them there was another small step that… Read more

had to happen which would take 2-3 business days. EVERYTHING had a 2-3 day lag on it.

As a comparison, we moved my wife's Super over at the same time and her funds were transferred to the SMSF 3 weeks before HostPlus transferred my funds over.

How can a company be this bad? I'd give zero stars if that was an option.

I am extremely disappointed with the handling of my compassionate release application. I was initially advised that I could submit my documentation via email because the compassionate release portal was not functioning. Days later, I was then told the documents had to be posted. I posted them the same day to avoid delay. I subsequently received… Read more

confirmation that my claim was being processed and that I needed to lift the red flag to allow funds to be released. I did so immediately.

However, I then received a separate email stating that my certified documents were not acceptable, despite meeting all requirements outlined in Hostplus’ own published ID certification guide. I have reviewed the guide carefully and it does not state that the certifier must document their years of service — yet this has now been raised as an issue.

I have attempted to call multiple times and provided full personal identification, only to be told my verbal password was incorrect. I have since emailed requesting this be removed, but have received no response.

I have sent numerous follow-up emails seeking clarification and resolution and have not received a reply.

My surgery is scheduled in three days. The contradictory instructions, shifting requirements, and lack of communication are unacceptable, particularly in the context of a compassionate release application where timing is critical.

I would appreciate urgent clarification and resolution of this matter.

I try to manage my superannuation as best as I can but my fund Hostplus only provides outdated information. My balance has fallen in January and February but the portal only reports up to December 31st! It's a worthless link if you want current information. Don't get me wrong ,It's a good fund until you start accessing your money.

To send me a email telling me where my statement was in the app. I'd normally bin the email. I thought i better look. Then was shocked to see 2 letters in the app. 1 stating thankyou for your recent enquiry about your super annuation details then listing that information. The 2nd thankyou for your recent enquiry about your beneficiaries, then… Read more

listing all that information. Friday arvo can't ring till Monday. I changed all my passwords for host plus and google because I did not make any enquiries on my account at all. Upon ringing Monday the person on the phone informs me all is good no enquiries were made by me on my account. Why do this, I was thinking someone had hacked my account impersonating me, as I knew I never made any enquiries on my account. How ridiculous. A Unprofessional lie that will clog up the phone lines do better alot better. Don't lie and make me think identity theft is happening to me and my account being hacked. Thanks for wasting my time and stressing me put all weekend over these lies.

The worst customer service I have ever had. I never write reviews about financial institutions, but after getting off the phone I have to warn everyone. STAY AWAY! Just talked to me like I was a piece of trash, if your having a bad day, never take it out on a customer when your job is customer service. Pulling all my funds out immediately.

What has happened to Hostplus? The customer service which was once amazing is now absolutely terrible. A large portion of the call centre has obviously been outsourced which has created language barriers. With increasing concerns with personal data security and cyber scams, I'm not very comfortable having all my details accessed by unknown… Read more

entities abroad with unknown security checks before they are entrusted with my details. The remaining local staff seem to have absolutely no desire to interact with their customers, sounding almost annoyed when you call them. Customers pretty much do all the management of their accounts online. If you call and ask for help, all they tell you is to do it yourself. So, why are we paying for staff? I have been a member since 1993!!! I am now finally looking at another option. The portal and app are constantly down. I made contact about fixing the issue, one of the questions I was asked was could I restart my mobile and do I know how to? I'm only 62 for crying out loud! I actually know how to work my mobile. The authentication for login is sub-par, but all that can be overlooked if the call centre staff are friendly. Finally, I see no advantage to stay a member.

Another day, another superannuation infamity. Trying to get a withdrawal from Host Plus superannuation. My client had passport, visa, Medicare card, Centrelink Health Care Card, Victorian driver's licence etc. Nope, those details don't match. You aren't identified. You will have to apply by paper form. We will email it to you. (Several times). … Read more

No email received. I have several people living on the old aged pension for years now, in desperate need of money despite hundreds of thousands of dollars in Super funds that they can't access in various funds including Host Plus. Mind you, Australian Super makes Host Plus look great, but the result is the same - no you can't get your money. I am strongly of the view that the super funds are deliberately using the 'can't identify you' nonsense to keep money in their funds. Even going into the office (114 William St in the case of Host Plus) with the relevant documentation (only Sydney can identify you) makes no difference. I have no conception of how these people can live with themselves. The solution is straightforward, court order, but confused and fearful elderly people refuse to countenance such legal action. The moral of the story is to never put a cent into superannuation that you aren't compelled to. Chances are you will never see it.

Their support is the worst and most atrocious I have EVER experienced in my life of ANY product or service. Indian call centre, cant understand them, they are rude and totally incompetent. A simple task of transferring my super balance to a pension account was an absolute nightmare. Had to change my email address because their st>pid system… Read more

wouldnt accept it DESPITE using it previously - so had to change the email address over and over and each time you have to wait a minimum of 1 hour for the confirmation email would arrive so you could approve / verify the new email. Phone support muppets from India were totally USELESS. I am now worried that my money will actually arrive to the right account at all based on their complete incompetency in ALL areas. Not one Australian accent in sight - just disgusting for a so called Australian company and product.

I have contacted Hostplus multiple times this week, as well as consistently over the past six months, regarding my late brother’s full death benefit assessment. Despite these efforts, there has been no formal assessment completed for his whole death benefit, including the insurance component, even though I am the listed beneficiary on his account.… Read more

Throughout this period, the information provided to me has been brief, inconsistent, and at times incorrect. I have repeatedly had to source answers myself through online searches because clear guidance was not provided. I have now lodged three formal complaints with Hostplus and have also escalated the matter to AFCA, yet I have still not received a meaningful response or direction.

The process has been extremely difficult for our family. My late brother was terminally ill, and during one call an operator advised that “he could still work and make payments,” which was distressing and factually incorrect. I requested a new case officer and a supervisor review, but there has been no follow-up.

Two weeks ago, my siblings received a letter that included multiple spelling errors, including my late brother’s name and my own. The letter also did not address the full death benefit or insurance component—only the superannuation balance—despite my ongoing requests for a complete assessment.

I have provided all required documentation, including the death certificates of both my late brother and our late mother. However, two months after submitting these, I received a call requesting confirmation of where my deceased mother was and whether she could sign Section C. I was also asked to put my late brother on the phone for his own death claim. This was extremely distressing and highlights significant issues in the handling of this matter.

I am simply trying to honour my late brother’s wishes and finalise his estate, yet the communication, process, and level of care provided throughout this claim have been deeply concerning.

They lie to you (have written proof), they make it difficult to release your money and call agents are extremely unhelpful and lazy. Shame on Hostplus!!!!Their customer complaints never call back. Have lodged a complaint with AFCA! Stay away from this crowd. Disgusting. Would give minus if there was available.

I’m extremely disappointed by this company. I did a DASP request to have my super back a month ago, ATO sent it to Hostplus right away, then hostplus started asking for documents and I sent it back but “something was always not right”. The last email I have from then is from October 1 asking my passport, I sent the pdf 5 minutes after and then… Read more

recieved the confermation Email that the system got my email, then I never hear from them again. Many days after I got a letter from them where I live in Italy, they said that I didn’t respond back (lie) so if I wouldn’t respond in 14 days time they would close my request. That letter took exactly 14 days to arrive at my step door in Italy. Are you for real??? I then tried to use the online chat but was always saying that was close, I sent an online enquire explaining what happened and I never got an answer back. I tried to resend the Ato application but I couldn’t as it was already submitted. As today more then a month passed and this situation feels like a proper scam. Everything descourage you to claim back your money and the customer service is terrible. Don’t sign with this company trust me.

Update: at the end I manager to get my money back, but it took way too much time and the customer service experience was awful so I still give 1 star.

Is there a 'zero?'. We spent hours of our unpaid time to check whether they allow people who are any or all of the following: a) not in a mobile phone reception area b) UNABLE to use a mobile phone c) do not have a landline d) do not have NBN so cannot have 'voip'. They said YES that is okay. We asked how to set up desktop authenticator on a… Read more

DESKTOP COMPUTER and they refused to answer. They then said "landlines are available everywhere in Australia". !!! They don't even bother to check that landlines have been completely decommissioned - years ago. Only VOIP now exists and you must have an ISP that offers it, or NBN. If you are even able to use a telephone of course. They are in blatant breach of the Anti Discrimination Act. They were so rude that they said 'this is the end of the conversation' and did not even thank us for even considering putting OUR MONEY into their company. If they can't answer your question, they just hang up on you ! They are SOOOO arrogant. STAY AWAY FROM THEM.

Allegedly one of the best performing Industry Funds in Australia. NOT my experience. Fees galore and Insurance Premiums that magically do not pay when you most need them. Don't know about Death, but can categorically state their Insurer will pull at any possible thread to avoid paying out on Salary Continuance and TPD Claims. Many, many months to make decisions, all the while still deducting fees and Premiums. Beware of this Fund.

They will hold your money but good luck getting your money out. Mercer managed to process my request but they refused to help my wife get her money out. Their escalation team was useless & rude. Seems like legal litigation is the only option.

To use app, have to agree to new terms and conditions, however they don't advise what has changed. Incredibly arrogant approach to members. Why would they not advise what has changed ? Arrogant poor service

Just writing to express my personal experience with [Name Removed]. Initially, I was calling stressed and confused about a substaintial difference in what my supa should have refelcted vs what showed on paper. After only 10 seconds of conversating with [Name Removed], I felt welcomed, felt he was just wanting to help and he was more then happy and… Read more ·  1

motivated to assist. My supa hadnt been updated on the ato, since mid 2024. [Name Removed] was kind, knowledgeable and solved the issue efficiently, whilst also maintaining and upbeat and friendly conversation :) If you want to keep clients satisfied, whilst also being as professional and understanding as possible, hire more guys like [Name Removed]

- Cory Cole

An absolute disgrace of a company — HOSTPLUS’s customer service is shockingly abusive and disrespectful. From the start, I encountered blatant rudeness from [Name Removed], who seemed completely uninterested in actually helping me. But the worst moment came with [Name Removed], who not only refused to assist but brutally ended the chat without any… Read more

warning or explanation—just cut me off mid-sentence like I was nothing but a nuisance.

This wasn’t a glitch or mistake; it was deliberate, hostile, and deeply unprofessional. To be treated like this when you’re seeking help is nothing short of harassment. [Name Removed]’s abrupt disconnection left me stunned and helpless, with no way to continue or escalate the issue. HOSTPLUS clearly doesn’t care about its members — they treat you with contempt and silence you when you ask questions.

If you value respect and basic human decency, steer clear of this toxic nightmare. This level of disservice and outright abuse is unforgivable. HOSTPLUS should be ashamed.

Since I have left Australia, I applied for DASP to withdraw my super funds. It required some documents from ATO but it was very quick, I only need to provide some additional documents as requested from Hostplus and I was advised that it would take 5-7 business days to process and then 1-3 days for the funds transfer to my account. Okay, that's… Read more

okay. But after I emailed them all the required documents, they tried to give me all the reason possible to delay the process, and what the supports said just don't match each other. First, I emailed them the required documents however I got no response and needed to contact them to confirm myself. I emailed them on 30 Aug, and only when I contacted them on 3 Sep, they confirmed me that they just received the documents and it would take 3-5 more days to process. Okay, that's still fine. But until yesterday 11 Sep, I still got no update from Hostplus and I needed to contact them myself again. I was advised that the processing agent were processing my application right then when they push and it should be finalised yesterday. Okay, the support was so helpful but then today, when there was still no sign that my application was processed. I contacted them again and another support told me that they just received my documents yesterday and I have to wait for 10 more business days for my applicaion to be processed, and now to make sure I have to wait, they added that it would take up to 7 days, yes, 7 days instead of 1-3 days as I was advised before to receive the funds to my bank account after 10 days processing. They just use whatever reason they can think of to delay the process. From 5-7 business days to process, it's became 10 more processing days after I waited for 10 business days, not only 5-7 days as advised, not to mention 2-7 days for the EFT transfer. The worst experience ever!!!

Extremely bad service. It’s been nearly a year since I have made my claim to my income protection for a surgery I had to undergo and still no outcome. I was off for a month with no income and since then have not recovered financially. Don’t get income protection. They are scams. Legal action to follow soon!!!!!

Read the fine print when these scammers sign you up they take additional fees they add themselfs!!! you have to say you dont want it and ull only know if you read the fine print. Death cover and some other insurance on top of their fee on top of tax what a joke. Customer service is a steaming pile of horse no2 I mean wowie the reviews here say it all anyway im just adding the crowd. Swapping funds asap get away from these scammers