Huddle Car Insurance - Comprehensive

Dont insure with them. I have been with them for many years. First time had an accident, not even my fault. There was no one to talk to. All communication was on line. I sent them all information yet they kept on asking for more,all via email. My excess is supposed to be 1000. They said I have to pay $2000 , even it was not my fault Show details

Huddle were actually really great! They looked after everything that was required by them regarding my policy, even the extra cover I had regarding personal items damaged/lost in my accident. The only thing that was a bit of a pain was really just the timing! That's due to the extent of claims they were dealing with from the damage caused by… Read more ·  1

Cyclone Alfred in QLD at the start of March 2025. Overall I have been happy with the communication & service that Huddle provided, they paid out my agreed value & didn't question anything, I wasn't made to feel like I had done wrong & the various people I spoke to were very understanding & even showed concern for my wellbeing. If I had to say anything in a negative manner it would only be regarding pricing, but in the real world that is just a standard thing. In reality I chose the policy because it was priced better than most others. But realistically, the policy was worth every cent.

Very Helpful and listened to my concerns. Extremely happy with the communications and the repairer that we used. Best experience that I have had with an insurance company. Show details ·  1

The claim process for our windscreen was easy and efficient. Processed quickly and arranged with the repairer virtually immediately. The only negative was the distance to travel to the repairer - not a lot of options around Melbourne. Show details ·  1

16 Months of Frustration [Resolved by Australian Financial Complaints Authority (AFCA)] - Huddle insurance, I cannot and will not recommend. Dealing with Huddle has been a frustrating and entirely avoidable nightmare. My car, damaged in an accident, was sent to Huddle’s nominated repairer, who not only delayed repairs but also caused additional… Read more

damage, leaving the vehicle completely immobilised. For 8 months, it remained in their custody and would not start, while the repairer refused to take responsibility. During this time, Huddle relied entirely on so-called ‘expert’ opinions, backed up by reports, tests, and analyses, claiming the non-starting issue was unrelated to the accident, even suggesting it was an ECU (Engine Control Unit) problem common for this vehicle model, while continuing to collect my monthly premiums for 8 months as my car sat immobilised.

Phoning Huddle was challenging when seeking an update. Their email replies, often well-presented but could take up to 10 business days for an update. They were repetitive, unaccountable, and constantly reminded me about the payable excess. When I lodged complaints with their Internal Dispute Resolution department, they consistently responded on the 30th day, seemingly hoping I would give up.

After 8 months of standoff, with the car completely ‘dead’ and its registration expired and subsequently deregistered, I had to tow it at my own expense to an independent repairer to assess and repair the vehicle. The independent assessment confirmed electrical faults and additional damage caused while the car was in the care of Huddle’s nominated repairer.

I filed two complaints against Huddle with the Australian Financial Complaints Authority (AFCA), supported by independent assessments, technical reports, and other documented evidence. On both occasions, AFCA ruled in my favour and ordered Huddle to compensate me for the stress and inconvenience of being without my car for 8 months, as well as the independent assessment and repair costs I incurred as well as interest charged.

Huddle Insurance failed on multiple levels: incompetent repairers, assessors, and technical experts; inexperienced staff operating under a ‘closed-door’ policy; and a lack of accountability that allowed my file to go cold for a long period until I escalated the matter to AFCA. This bitter experience dragged on for 16 months from the day I submitted the claim, before AFCA finally resolved it.

After being a loyal customer since 2018, I was failed completely. This bitter experience has left me with no confidence in Huddle. I cannot and will not recommend Huddle Insurance. Thank you, AFCA… Goodbye Huddle.

2 months and still waiting on claim payout for not at fault accident. Slow to reply and no care for customer, rather look for ways to not pay. Buyer beware stay clear of this insurance. Show details

Their customer service has deteriorated from bare bones (acceptable in a budget company) to entirely absent. The 'chat with us' button on their website does not work (tried three different browsers) and the help line is only designed for claims - there is no option for a human being to help you with your policy. All of this would be fine if their… Read more

website worked - I couldn't even adjust my policy on their website with speaking to a human first! Canceled and went with another provider, for a slightly cheaper price no less.

Huddle provided a recommended repair service and supplied a hire car for the term of the repair. The car was in 10 days then picked up. The car back sensors which were part of the repair were not working. The repairer asked for the car back for two days. We tried to contact huddle for further car hire on numerous occasions numerous ways, but they… Read more

are just simply nonresponsive. Finally, after about a month we received an email with no offer at all of assistance.

One of the worse insurance companies, happy to take your money but not willing to help. there is no number to call, no person to speak with. the claim was submitted online, took a week before they called back. unfortunately i was in a meeting and could not answer. They then send me an email to which I responded, no response. I tried emailing… Read more

them and kept getting different responses, finally I called the emergency number (go figure) and was able to speak to an overworked contact centre person (in the Philippines I believe) who asked for the same information again, Told me they need to confirm the details verbally (obviously the details submitted online are not accepted), they will then email an incident report to be filled out, which will then go to their incident report team who will make a determination if the driver was at fault for any reason. Mind you the other driver, her insurance company and the police admitted she was at fault, Huddle can still make a determination that it is my fault for any reason and they will not repair the vehicle. The amount of time spent trying to talk to a person and then jump through all these extra hoops doe snot make this a viable and effective insurance option.

I am writing to express my deep dissatisfaction with the renewal price of my car insurance policy. After being a loyal customer for over two years, always paying on time and never making a single claim, I find it extremely disappointing—if not outright insulting—that your way of rewarding such loyalty is by significantly increasing my premium… Read more

year after year. What makes this even more absurd is that the renewal quote I’ve just received is higher than what I would be charged if I were to insure the exact same car as a new customer. That’s not just unfair, it’s despicable.

Loyal customers should not be punished for their commitment. I’ve compared other providers, and I’m glad to say that I will not be renewing my policy with Huddle. I’ve already switched to Budget Direct and will be saving over $600 for comparable coverage. That difference speaks volumes about how poorly Huddle values its customers.

Hi, I have responded to this in the past. Why am getting asked to again? My problem with Huddle was a lack of action to my initial claim. Promise of a call-back that never happened. I was 500km from home, with a cracked windscreen that was getting worse, not knowing if I could drive the car. Eventually I went to a windscreen replacement company… Read more

who advised it should be okay. Meanwhile, there was a O’Brien in Albany (see below). Not only was I unimpressed by the lack of assistance received from Huddle but the company that replaced my windscreen, O’Brien Rockingham, signed off the completion checklist yet left the windscreen smeared inside and, as I discovered later, the screen washer inoperable. I had four attempts to clean the windscreen and had to go into O'Brien, Busselton where they found the feed from the washer reservoir disconnected and they gave me advice on how to best clean the windscreen. This visit was witnessed by the receptionist at Busselton and one of the fitters.

Stay away from this insurer who is part of the Open Insurance group. We had a no-fault accident 2 months ago which took Huddle almost 6 weeks to determine that the vehicle was a write off. 3 weeks later we are still waiting for the payout. The communication from Huddle is beyond pitiful. There is no phone number to call, you have to log a call… Read more

back request via their website. If you miss the call, they send an email for you to respond to - their response to your email takes at 3 days to 5 days to receive. Huddle couldn't provide a loan car as the company they use do not service the NT so we have been without a vehicle for over 2 months now. I responded to their email 4 days ago and despite sending 2 more emails since, I still have not received a response. I tried to log a call back request via their website, but they have no removed that option due to the QLD flooding so we have no way to contact them. My husband tried calling their complaint line several times which is the only number available and he couldn't even get through. This is the most appalling claim process I have ever experienced and the worst communication process to date. We have cancelled the policy for our other vehicle and would not recommend this insurer to my worst enemy. Steer clear, do not be fooled by a lower policy cost, it is not worth it!

Received my car from repairer after a claim. The communication between the insurer and the repairer was poor as they forgot to replace the damage mirror. The repairer as requested me to get in touch with the insurer, I have email them a few times over a period of 2 weeks and have not received a response. Try to call them but was on hold for over a… Read more

hour which then i just gave up. Unless you got all the time in the world then forgot about going with huddle cause it is such a mission to get a hold of them after a claim. Claim number M030128665

Whilst my car was repaired quickly after a not at fault accident, I don’t feel like the claims process was not as seamless as it could be. After finally receiving a call from them regarding my claim, the only form of contact is via email where they state it can take up to 10 business days for a response, there is no phone number to contact them… Read more

on, you can however lodge a request online for a call but this again can take up to 24 business hours, when I asked for a phone number to contact them on my question was ignored. I was kept more up to date with what was happening with my car and the repairs from the actual repairer themselves than I was from huddle. For the amount I pay for comprehensive insurance every month for a 8 year old standard SUV I would expect far better. Not to mention the gentleman I was dealing with for my claim was very rude and condescending, at a time of high stress and anxiety I think there needs to be someone more understanding and compassionate working within this role. I will be shopping around for another insurer

Professional and spot on …claim was dealt with very quick and very easy …really pleased with their performance and response on my claim ! Thank you! I would recommend Huddle ! Show details ·  1

Not happy – I have had two claims which were both not my fault. Both took too long and me ring to get help. No return calls no help tried to pay out at half repair cost. Show details

My policy is good value and it’s easy to set up. I have been with huddle two year, the service is great – I lodged a claim, it took a few days to resolve and my car was repaired in huddle’s insurance designated Auto repair company. I have been with huddle two years, it was a good experience. Thanks! Show details ·  1

Buyer Beware - Got robbed on Christmas Eve but Huddle is the real grinch in this story – Our car was stolen on Christmas Eve. Despite Huddle declaring it a total loss due to it not being recovered within 7 days (their policy requirement) on January 2 and cancelling our insurance the same day whereby they assume ownership of the vehicle in the event it is found at a later date - Huddle has still not finalised our claim and we have been… Read more

left without a car since they also took back the hire car vehicle it provided for 14 days because on January 5 we were notified that the car had been found by police. Huddle has since rescinded its total loss assessment and stopped responding to requests for an update. At this stage we have no idea whether the car can be or will be repaired and if it is deemed repairable the time it would take to fix it will be lengthy given it was used to ram a police car and every panel has been dented and/or scratched. Cannot believe an insurance company would disadvantage its customers in this way. We cannot afford to pay for a hire car indefinitely and we can't go and buy a new one until a decision is made either way. I cannot in good conscience recommend Huddle when taking out a policy with them because when you actually need to use its services for which you pay for, you are actually put in financial distress as a result of their delays and lack of response. Even though I raised a complaint on January 16 - of which I was told I would be contacted within two business days - it's now January 25 and I haven't heard from ANYONE at Huddle in ANY capacity.

Updated 28/1/25: A member of the claims team did contact me today - but as per the senior claims team response - he cannot help me other than to let me know that the car is still in the police holding yard ... the same place it was released from police custody on January 8th. Huddle has not actioned anything and we are NO closer to having the car even assessed, let alone repaired or a claim settled. As per the towing yard - it will take two weeks to assess it from here and I will be required to make my own way to the yard to help with the inspection of it ... let's not forget that I don't have a car and Huddle took away the rental it provided us more than a week ago. The incompetence of this insurance company should serve as a warning to all. Please note that we paid for the Huddle's Black Comprehensive cover - this is their premium offering.

Updated 13/02/2025 - No surprises here - the vehicle is still yet to be assessed. It's been five weeks since police released the car from their holding yard and we still remain car less with no idea when the car will be fully assessed, let alone repaired. Unless you can afford to go without a car or pay for a hire car indefinitely, I'd warn against insuring with Huddle - especially its premium fully comprehensive offering - this kind of (lack of) service is as good as it gets!

PS. We also have a claim with Huddle for the home and contents items stolen from us which hasn't been finalised yet either.

STAY CLEAR OF HUDDLE - As per its marketing tagline...

"Insurance built for you. We’re on a mission to bring affordable and innovative insurance products to the world."

There's nothing affordable or innovative about leaving claims unattended to for weeks. Neither is doing nothing to mitigate the financial burden their neglect is having on their clients ... the people who actually pay them a substantial fee to do the opposite. Isn't insurance supposed to offer peace of mind. Huddle only adds to the financial distress, anxiety and stress of being robbed through its own incompetence ... it's ironic that we actually pay a substantial fee to them for the pleasure of this service (or lack thereof) .

Try PD Insurance (pd.com.au) instead. They finalised our claim and paid us out for our other vehicle within a day of meeting its three week waiting period.

Efficient and friendly service – I needed a windscreen replacement and the process was simple and straightforward, with Huddle checking along the way to ensure everything went according to plan. Show details ·  1

Pleasantly surprised – I’ve been with Huddle for a few years now and had not made a claim until now. It’s all well and good choosing a cheaper insurer, but you never really know what the service is like until you need it. I only had a badly cracked windscreen, but the service could not really have been any better. I completed the on line report form, then I was… Read more ·  1

contacted by O’Brien Glass the next day. They too were very helpful and efficient and I had a new windscreen fitted a couple of days later. A very easy and pain free experience.

Disappointing experience – Terrible experience. Never have I ever dealt with an insurance company you can't call and it takes 2-3 days for a response once choicest them online. Lodged a claim online, uploaded everything. For no call for a week until i followed up from the initial lodgement. Car claim has now been pending for over 5 weeks in total. The chances of me… Read more

recommending Huddle is less than 0. Once my car is repaired, if that even gets done based on the slow, unresponsiveness, lack of follow up, I will be switching insurers. Never have i ever had an insurance company take so long to have a repair done. The smash repairer hasn't even assessed the car yet. Absolutely ridiculous.